CRM
Faizal Fazrin Mohd Zain
Customer Relation Officer
Banting,Selangor
Summary
Personable Customer Relations leader driven to exceed customer expectations while promoting adherence to company standards and guidelines. Proven history of fostering quick and successful problem resolution, improving customer satisfaction ratings. Demonstrated success in utilizing current technologies to broaden access between customer and organization and improve response time.
Overview
22
22
years of professional experience
2002
2002
years of post-secondary education
2
2
Languages
Work History
Customer Relation Officer
Hong Leong Bank Berhad (Contact Center)
Petaling Jaya, Selangor, Malaysia
12.2016 - Current
- Participated in cross-functional teams tasked with improving organizational performance through better alignment between sales, marketing, operations, and customer service functions.
- Collaborated with team members to identify areas for improvement in customer service delivery, resulting in better overall performance.
- Made customers aware of current and new programs and services.
- Maintained detailed records of customer interactions, tracking trends and identifying opportunities for process improvements.
- Managed customer relations on ongoing basis to maximize customer retention.
Customer Care Consultant
Brandt International Sdn. Bhd. (Maxis)
Petaling Jaya, Selangor, Malaysia
01.2011 - 10.2016
- Managed high-pressure situations calmly and professionally, maintaining strong rapport with clients during difficult interactions.
- Analyzed feedback from customers to identify trends and make necessary improvements within the department.
- Liaised with other departments to facilitate timely resolutions of customer concerns or requests.
- Provided first-contact resolution whenever possible by utilizing extensive product knowledge and problem-solving skills.
- Participated in regular training sessions to enhance understanding of new products or services offered by the company.
Customer Service Executive
Kelly Services (Celcom Contact Center )
Kuala Lumpur
01.2008 - 01.2011
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Managed high volume of inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues.
- Described product and service details to customers to provide information on benefits and advantages.
- Reduced average call time through efficient problem-solving skills without sacrificing quality of service provided.
- Contributed towards improving overall customer feedback scores by consistently delivering high-quality service experiences.
Cafe Supervisor
Sajibumi Sdn. Bhd.
Kuala Lumpur International Airport, Sepang
12.2005 - 12.2008
- Streamlined inventory management processes for improved accuracy and reduced waste.
- Maintained a clean and safe work environment by adhering to health regulations and conducting regular inspections.
- Enhanced customer satisfaction by efficiently managing cafe operations and addressing guest concerns promptly.
- Boosted overall sales by introducing new products that catered to customer demands and dietary restrictions.
- Led a team of baristas to deliver consistent high-quality beverages and food items to customers.
- Optimized menu offerings based on market trends, customer preferences, and seasonal variations.
- Assessed staffing needs and recruited new staff using newspaper advertisements, job fairs and social media.
Restaurant Supervisor
Cosmo Restaurants Sdn. Bhd. (Burger King)
Kuala Lumpur
03.2003 - 11.2005
- Handled guest complaints professionally, resolving issues to enhance overall satisfaction levels.
- Supervised staff to confirm that all food and beverage orders were promptly and accurately prepared.
- Improved customer satisfaction by ensuring consistent quality of food and service.
- Monitored health and safety standards to maintain a clean, safe working environment.
- Scheduled staff shifts efficiently, considering individual availability and skill sets for optimal workforce distribution.
- Supervised daily cash handling procedures, ensuring accurate accounting records and minimizing discrepancies.
Education
Diploma - Foodservice Management
MARA University of Technology
Shah Alam, Selangor, Malaysia06-2002
Skills
Customer service expertise
Proactive engagement
Experienced with CRM systems
User feedback assessment
Email communication oversight
Client engagement
Coaching and guidance
Awards
- One of the broadband agents contributing to 2010 'CCAM Gold Awards' (Best Inbound dept. & below 100 seats).
- Top 50 sales achievers for Maxis Consumer Contact Center for 2nd Quarter 2014.
- Top 25 sales achievers for Maxis Consumer Contact Center for 3rd Quarter 2014.
- Top 5 achievers for TPNPS 'Happy Campaign' for Maxis Consumer Contact Center for 3rd Quarter 2014.
- Winner of 'Idea Factory Contest' conducted by Maxis in 2014.
Software
Microsoft Tools
Banking Tools (Asceend & Host)
Timeline
Customer Relation Officer
Hong Leong Bank Berhad (Contact Center)
12.2016 - Current
Customer Care Consultant
Brandt International Sdn. Bhd. (Maxis)
01.2011 - 10.2016
Customer Service Executive
Kelly Services (Celcom Contact Center )
01.2008 - 01.2011
Cafe Supervisor
Sajibumi Sdn. Bhd.
12.2005 - 12.2008
Restaurant Supervisor
Cosmo Restaurants Sdn. Bhd. (Burger King)
03.2003 - 11.2005
Diploma - Foodservice Management
MARA University of Technology