Mohamad Firdaus Adnan
International Operations Specialist
Bangi, Selangor
Summary
Results-driven leader in customer experience with over five years in contact center and e-commerce technology. Expertise in team management and execution of high-priority projects. Focused on enhancing customer interactions and driving operational efficiency.
Overview
2
2
Languages
10
10
years of professional experience
Work History
International Operations Specialist
International SOS (M) Sdn Bhd
06.2024 - 06.2026
- Provided comprehensive assistance for medical, security, and logistical requests from clients and subscribers through the Assistance Centre.
- Delivered high-quality service, through effective case management, bringing swift and accurate resolution to situations presented.
- Executed cases with high standard customer service and work collaboratively with operations, medical, and security specialists.
- Provided operations and logistics expertise in the understanding and fulfillment of requests for assistance from our clients and subscribers, in collaboration with medical and security professional colleagues.
- Coordinated cases effectively and efficiently per internal and client-specific Operations and Billing procedures.
- Managed cases with a sense of responsibility and urgency, proactively working around barriers and demonstrating a passion for achieving the best outcomes for our clients and subscribers.
- Coordinated client assistance workflows, ensuring timely case updates and accurate service documentation.
- Managed critical incident escalations, aligning responses with SOPs and service-level expectations.
- Streamlined daily case handling processes, improving team efficiency and response consistency.
Managing Director
Goodfellas Group Worldwide
11.2022 - 05.2024
- Developed and implemented a comprehensive strategic plan for the company’s long-term success.
- Leading the team to meet and exceed goals and objectives. Oversees the entire business operations and directly manages staff.
- Led team in achieving objectives to meet and exceed goals and objectives. Oversees the entire business operations and directly manages staff.
- Delivered strategy updates to board and results to the board. Supervising, guiding, and delegating executives in their duties.
- Led team of 7 in organizational change initiative that improved processes.
- Directed cross-functional operations, aligning teams with growth objectives and service standards.
- Developed strategic plans to improve profitability, market positioning, and organizational performance.
- Oversaw budget controls, forecasting, and resource allocation across business units.
- Negotiated key partnerships, strengthening client relationships and expansion opportunities.
- Implemented process improvements to increase efficiency, accountability, and delivery consistency.
Return & Refund Backlog Supervisor (SG Team)
Shopee Mobile Malaysia Sdn Bhd
09.2020 - 11.2022
- Resolved disputes by investigating issues and communicating with involved parties. or complaint escalation cases when raised. Executed various ad-hoc tasks to support team operations and maintain workflow. (ad-hoc) where and needed.
- Managed the entire returns process. Managed return operations daily, detected loopholes, and improved return processes.
- Planned and balanced resources according to workloads, monitoring and addressing backlog cases in return/refund operations.
- Supervised daily team operations, ensuring workflow alignment with service standards and SOP requirements.
- Coordinated workforce scheduling, task allocation, and shift coverage to maintain consistent service delivery.
- Monitored performance reports, identified process gaps, and implemented corrective actions to improve efficiency.
- Reviewed case accuracy, resolved service issues, and escalated complex matters to relevant departments.
Customer Experience Professional (SG Team)
Grab Management Services Sdn Bhd
06.2019 - 09.2020
- Provided high-quality service and assistance to Singaporean customers for GrabCar and GrabFood, addressing needs throughout their journey.
- Communicate with customers through live chat or email to answer questions, solve problems, and troubleshoot.
- Communicated with customers via live chat and email to resolve inquiries and troubleshoot issues.
- Managing payments (GrabPay) for Singaporean passengers and drivers (E-wallet).
- Trained and supervised customer service representatives, ensuring timely and professional handling of customer inquiries.
- Worked effectively in fast-paced environments.
- Self-motivated, with a strong sense of personal responsibility.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
Customer Service cum Sales Assistant
Pencil Produce Sdn Bhd
11.2017 - 11.2018
- Greeted customers upon arrival, fostering rapport through engaging conversation and tailored recommendations.
- Processed sales transactions and coordinated delivery or pick-up for customer orders.
- Trained and mentored new sales staff on customer service, product knowledge, and sales techniques.
- Updated and maintained a customer records database, enhancing service quality and supporting sales growth.
- Assisting in maintaining the back stock room and setting up merchandise displays on the sales floor.
- Managed customer inquiries and resolved order issues with accurate, timely responses.
- Coordinated sales orders, delivery schedules, and stock availability for smooth fulfillment.
- Supported sales representatives with product details, pricing, and customer requests.
- Tracked customer complaints and followed through until resolution.
Administrative Assistant cum Sales Advisor
VapeXprezz Sdn Bhd
10.2016 - 11.2017
- Assisted in preparing regular reports and maintained an organized filing system to support efficient information retrieval.
- Liaised with executive and senior administrative assistants to address requests and queries from senior managers, ensuring timely communication.
- Liaised with executive and senior administrative assistants to handle requests and queries from senior managers.
- Conducted market research to uncover consumer trends and preferences, informing product recommendations.
- Managed daily correspondence, scheduling, and office documentation with consistent accuracy.
- Coordinated purchase orders, invoices, and payment follow-ups to support smooth operations.
- Prepared reports, letters, and internal documents using Microsoft Office tools.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
Education
Bachelor - International Business
Management And Science University
Shah Alam, Selangor, Malaysia08.2019
Diploma - Business Management
Al-Hussan Jubail International School
Al-Jubail06.2012
Skills
Project management
Operational efficiency
Process improvement
Risk mitigation
Planning coordination
Business forecasting
Cross-functional communication
Client support
Time management
Decision-making
Problem-solving
Service quality
Interests
Cooking, Reading, Automotive Racing, Collecting Diecast Cars
Timeline
International Operations Specialist
International SOS (M) Sdn Bhd
06.2024 - 06.2026
Managing Director
Goodfellas Group Worldwide
11.2022 - 05.2024
Return & Refund Backlog Supervisor (SG Team)
Shopee Mobile Malaysia Sdn Bhd
09.2020 - 11.2022
Customer Experience Professional (SG Team)
Grab Management Services Sdn Bhd
06.2019 - 09.2020
Customer Service cum Sales Assistant
Pencil Produce Sdn Bhd
11.2017 - 11.2018
Administrative Assistant cum Sales Advisor
VapeXprezz Sdn Bhd
10.2016 - 11.2017
Bachelor - International Business
Management And Science University
Diploma - Business Management
Al-Hussan Jubail International School
Languages
English
Malay