fahmi muzzammil bin che rusli
kuala lumpur
Summary
Results-driven professional with 10+ years in travel operations, aviation, technology, and B2B merchant growth. Expertise in account management, relationship management, escalations, operational support, and consultative sales. Skilled in resolving complex issues and identifying growth opportunities in fast-paced, KPI-driven environments.
Overview
2
2
Languages
12
12
years of professional experience
Work History
Senior Coordinator, SMB Growth
foodpanda
Kuala Lumpur, Malaysia
05.2026 - Current
- Managed and expanded portfolio of SMB merchant accounts, identifying revenue and platform performance opportunities.
- Analysed merchant performance and account data to identify growth opportunities, recommending tailored solutions.
- Build strong merchant relationships, handle objections, and drive successful conversions through consultative selling.
- Conducted outbound B2B sales calls to promote foodpanda’s products and growth opportunities to partners, enhancing engagement.
- Coordinate merchant onboarding, documentation, system updates, and operational issues while collaborating with internal teams to ensure a seamless partner experience.
Customer Advisor
Trip.com
Kuala Lumpur, Malaysia
10.2025 - 05.2026
- Delivered comprehensive customer support for hotel reservations and travel-related enquiries via phone, chat, and email, enhancing customer satisfaction.
- Handled booking modifications, cancellations, and complex customer issues, ensuring timely resolutions and maintaining service quality standards.
- Take ownership of customer concerns by investigating issues, coordinating with internal teams and following up until resolution.
- Identified areas for process improvements and contributed to a positive customer experience through effective communication and problem-solving.
- Maintain accurate customer records and documentation while adhering to service procedures and individual KPIs.
Content Moderator
Bytedance
Kuala Lumpur, Malaysia
08.2021 - 10.2025
- Review and moderate user-generated video, image, and text content to ensure compliance with TikTok’s Community Guidelines, policies, and applicable regulations.
- Apply complex content policies consistently to assess and classify potential violations, including safety, harassment, hate speech, and other harmful content.
- Handled user reports and escalations, assessed content risk, and enforced appropriate actions to uphold a safe online community.
- Maintained high productivity and accuracy in fast-paced, 24/7 operational environment; consistently meeting established quality and performance KPIs.
- Monitored moderation quality and accuracy, identified workflow improvement opportunities, and contributed insights that enhanced content management processes.
Product Specialist (Delivery)
AirAsia
Sepang, Malaysia
03.2021 - 08.2021
- Communicate directly with merchants to understand operational challenges, provide solutions, and resolve escalated cases.
- Provided Tier 2 operational support for delivery merchants, resolving escalated Tier 1 cases and ensuring timely outcomes.
- Managed complex cases, documented details accurately, adhered to operational procedures, and met service-level targets.
- Investigate merchant issues, identify root causes, and coordinate appropriate solutions across relevant teams.
- Identified recurring issues and delivered feedback to enhance merchant support processes and streamline delivery operations.
Customer Happiness Executive
AirAsia
Sepang, Malaysia
10.2018 - 03.2021
- Delivered customer support for flight bookings, travel enquiries, and service-related concerns across multiple communication channels, enhancing overall customer experience.
- Resolved booking-related issues, changes, and travel enquiries promptly, ensuring timely and effective solutions for customer satisfaction.
- Handled customer complaints and complex cases with empathy, professionalism, and effective problem-solving.
- Meet individual customer service and sales KPIs while maintaining high standards of customer satisfaction and service quality.
- Identified and promoted relevant opportunities to upsell AirAsia’s ancillary and inflight products, effectively addressing customer needs and enhancing sales.
Operation Executive
Sedunia Travel
Kuala Lumpur, Malaysia
10.2016 - 09.2018
- Managed tour operations, coordinating with airlines, hotels, suppliers, and local partners to deliver seamless trip execution.
- Monitored trip arrangements, resolving last-minute operational challenges to maintain a seamless travel experience.
- Handle booking amendments, cancellations, customer requests, and operational issues while providing timely solutions.
- Prepared travel documentation, itineraries, and quotations, ensuring all operational requirements were met for individual and group bookings.
- Coordinated end-to-end travel arrangements, including tour itineraries, flight reservations, accommodation, transportation, and other travel services.
Operation Executive
Triways Travel Network
Kuala Lumpur, Malaysia
04.2014 - 09.2016
- Liaised with airlines, hotels, tour operators, and suppliers to streamline bookings and ensure seamless service delivery.
- Managed booking amendments, cancellations, special requests, and operational issues to guarantee service continuity from confirmation to trip completion.
- Coordinated travel arrangements and tour operations, ensuring efficient flight bookings, accommodation, transportation, and ground services.
- Prepared quotations, itineraries, travel documents, and operational details for individual and group travel arrangements.
- Supported customers and travel partners with enquiries and resolved operational issues to ensure a seamless travel experience.
Education
Diploma of Higher Education - Diploma in Hospitality Tourism Management
MSU College
Shah Alam01-2014
Skills
- Travel Management
- Customer Support
- Content Moderation
- Merchant Operations
- Stakeholder Management
- KPI Management
Languages
Malay
First Language
English
Proficient
C2
Hobbies and interests
- Food
- Music
- Movies
Timeline
Senior Coordinator, SMB Growth
foodpanda
05.2026 - Current
Customer Advisor
Trip.com
10.2025 - 05.2026
Content Moderator
Bytedance
08.2021 - 10.2025
Product Specialist (Delivery)
AirAsia
03.2021 - 08.2021
Customer Happiness Executive
AirAsia
10.2018 - 03.2021
Operation Executive
Sedunia Travel
10.2016 - 09.2018
Operation Executive
Triways Travel Network
04.2014 - 09.2016
Diploma of Higher Education - Diploma in Hospitality Tourism Management
MSU College