Efie Mohammed Shahszreen Omar
Shah Alam
Summary
Hardworking, experienced in customer service and dedicated to delivering customer experiences.
Ability to remain calm in crisis situation. Very attentive and giving full attention to customers as well as meeting quality standard for services. Good customer service skills. Posses energetic and self-motivated with an outgoing personality. A quick and eager learner with a willingness to acquire new skills, complemented by some background in sales.
Overview
17
17
years of professional experience
Work History
Community Manager
Regus Management Malaysia Sdn Bhd (IWG Group)
05.2023 - Current
- Ensure the customers in the community are happy
- Be responsible for resolving or escalating customer queries or issues
- Ensure your centre is always up to standard every day
- Conduct tours, showcasing centre to potential new customers
- Look for revenue opportunities to help customers expand their business
- Retain existing customers in own community
Community Associate
Regus Management Malaysia Sdn Bhd (IWG Group)
03.2021 - 04.2023
- Ensure the customers in the community are happy
- Be responsible for resolving or escalating customer queries or issues
- Ensure the centre is always up to standard everyday
Team Leader
BGS Checks Sdn Bhd
02.2019 - 03.2021
- To ensure that all screening processes are achieved within the stipulated turnaround time and no backlogs exist
- To work and to coordinate all background screening checks with verification team
- To generate daily and monthly report on the overall progress of the business process
- Build and an maintain positive and productive relationships with clients for business growth
- Act as point of contact for complaints and escalate issues as appropriate
- Ensure that client requests are handled timely and accurately
- Responsible in preparation and dissemination of screening reports to clients effectively
- Ensuring that all reports maintain the highest quality, reliability and accuracy
Community Manager
Regus Management Malaysia Sdn Bhd (IWG Group)
09.2018 - 01.2019
Community Associate
Regus Management Malaysia
11.2016 - 08.2018
Executive Case Owner (Customer Experience Assurance)
Malaysia Airlines Berhad
09.2015 - 09.2016
- Conducting and leading investigation with business areas as well as ensure that service recovery guidelines and payouts are in line with SSICM and CAAM
- Seek validation and approval for all letters and claims to customers assigned, based on SSICM and CAAM
- Lead investigation involving government agencies, legal and tribunal where required and work with the legal and insurance team on summons and medical accidents
- Handle walk-in passengers to the Customer Care Office when required
- Assist controller to monitor and manage team member‘s performance to ensure issues and claims are closed based on the service level agreement
- To highlight high profile and potential legal cases weekly to Controller and Manager, Customer Care Operations
- Handling and manage high profile, senior management, social media, and legal cases as when required
- Engage proactively with customers who have provided their feedback and compliments
Reservations Supervisor (Call Centre)
Malaysian Airline System Berhad
04.2013 - 08.2015
- Assisting and handling team member on complaint calls
- Handling of OneWorld Alliance reservations
- Conducting and leading a briefing to subordinates
- To provide daily report to Controller
- Attending local and International calls
- Making a booking, seat reservations and issuance of ticket for passengers on local and national airlines
- Reserve special needs or meal requirements to cater passengers’ needs
- Provide excellent customer service and assisting passenger on online booking and web check-in
- Generate revenue as well as to achieve individual and team monthly sales
Reservations Officer (Call Centre)
Malaysian Airline System Berhad
03.2012 - 04.2013
- Attending local and International calls
- Making a booking, seat reservations and issuance of ticket for passengers on local and national airlines
- Reserve special needs or meal requirements to cater passengers’ needs
- Assisting passenger on online booking and web check-in
- Provide excellent customer service
- Answer passengers’ questions about flights, aircraft, travel routes and services, and schedules
- Generate revenue as well as to achieve individual monthly sales
Reservations & Ticketing Assistant
Malaysian Airline System Berhad
01.2008 - 02.2012
- Attending walk-in passenger at ticket counter
- Making a booking, seats reservations and issuance of tickets for passenger on local and national airlines
- Reserve special needs or meal requirements to cater passengers’ needs
- Assisting passenger on online booking
- Provide excellent customer service
- Answer passengers’ questions about flights, aircraft, travel routes and services, and schedules
Internship
Grand Dorsett Hotel (Formerly Sheraton Labuan Hotel)
10.2007 - 12.2007
- Prepare pastries according to recipe assigned by the chef
- Setting buffet tables as well as serve prepared pastries at buffet sections
- Check to ensure that pastries are in adequate supply
- To provide information of products served to guests
Education
Diploma - Culinary Art
Asian Tourism Institute
01.2007
Sijil Pelajaran Malaysia (SPM) -
Maktab Sabah
12.2003
Skills
- Customer Service
- Community engagement
- Daily operations management
- Sales
Personal Information
- Age: 38
- Height: 164cm
- Date of Birth: 04/10/1986
- Gender: Male
- Nationality: Malaysian
- Marital Status: Single
Languages
Malay
Native language
English
Advanced
C1
Malay
Proficient
C2
Professional References
Name: Syukri Bain
Position: Manager
Organization: Regus Management Malaysia Sdn Bhd (IWG Group)
Contact Number: +6 014 715 3611
Name: Noorzila Ramli
Position: Senior Executive (Inbound, Call Centre)
Organization: Malaysia Airlines Berhad
Contact Number: +6 016 231 0129
Hobbies and Interests
- Travelling
- Swimming and running
- Learning new culture
Timeline
Community Manager
Regus Management Malaysia Sdn Bhd (IWG Group)
05.2023 - Current
Community Associate
Regus Management Malaysia Sdn Bhd (IWG Group)
03.2021 - 04.2023
Team Leader
BGS Checks Sdn Bhd
02.2019 - 03.2021
Community Manager
Regus Management Malaysia Sdn Bhd (IWG Group)
09.2018 - 01.2019
Community Associate
Regus Management Malaysia
11.2016 - 08.2018
Executive Case Owner (Customer Experience Assurance)
Malaysia Airlines Berhad
09.2015 - 09.2016
Reservations Supervisor (Call Centre)
Malaysian Airline System Berhad
04.2013 - 08.2015
Reservations Officer (Call Centre)
Malaysian Airline System Berhad
03.2012 - 04.2013
Reservations & Ticketing Assistant
Malaysian Airline System Berhad
01.2008 - 02.2012
Internship
Grand Dorsett Hotel (Formerly Sheraton Labuan Hotel)
10.2007 - 12.2007
Sijil Pelajaran Malaysia (SPM) -
Maktab Sabah
Diploma - Culinary Art
Asian Tourism Institute
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