Ghaazi Ismail
Team Leader - Customer Service
Taman Setapak 53000, Kuala Lumpur
Summary
A problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
12
12
years of professional experience
Work History
Telesales Executive
Telecontinent Sdn Bhd (Singtel Project)
07.2024 - Current
- Explained product prices and packages as well as answered questions and addressed concerns of customers.
- Set up appointments with interested customers according to schedule availability.
- Documented customer interactions and transactions, maintaining accurate records of all dealings.
- Achieved high call volume daily without sacrificing quality or attention to detail during each interaction.
- Increased average call duration by refining scripts for better engagement with potential customers.
Customer Service Team Leader
Denave (M) Sdn Bhd (OYO Hotels & Homes Project)
10.2023 - 04.2024
- Trained and supervised team of customer service representatives in providing quality service to customers.
- Mentored new hires, providing guidance to ensure their successful integration into the team.
- Promoted open communication channels among team members for better alignment on goals and objectives.
- Evaluated customer service staff performance and provided constructive feedback.
- Managed escalated customer complaints, ensuring swift resolution and preventing further dissatisfaction.
- Led by example through consistently maintaining excellent performance standards.
- Developed efficient schedules, optimizing team resources to meet fluctuating demand.
Customer Service Agent
Denave (M) Sdn Bhd (OYO Hotels & Homes Project)
03.2023 - 09.2023
- Handled inbound calls from customers and travel agent partners such as Agoda, Booking.com, Trip.com, and the like.
- Promoted superior experience by addressing customer and travel agent concerns, demonstrating empathy, and resolving problems swiftly.
- Processed refunds for customers after performing the proper investigations to ensure that each refund case is genuine and meets approval guidelines.
- Assisted in training new hires, sharing best practices for effective customer service delivery.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved queued support tickets promptly and correctly, ensuring each ticket is accompanied with complete call notes as well as screenshots for mitigating possible future disputes.
Online Sales Affiliate Marketer
Self-Employed
01.2013 - 12.2022
- Promoted various products online via Google search engine to earn sales commissions from internet-based companies such as Amazon.com, Clickbank.com, and the like.
- Created websites or utilized online content platforms such as Wordpress.com, Weebly.com, and Medium.com to promote affiliate products.
- Composed informative product review material to promote affiliate products and generate sales.
- Optimized product review material for SEO purposes, driving organic search traffic and improving website rankings.
Education
SPM -
Seri Titiwangsa High School
Skills
Microsoft Office Suite
Google Workspace
Adobe Photoshop CS3
SAP R/3 & SAP CRM
Live Chat
Wordpress
Cpanel
C-Zentrix
Accomplishments
- Accorded Best Agent Star Award 2023.
- Promoted to Team Leader within 7 months of commencing at Denave (OYO Hotels & Homes Project).
Personal Information
Nationality: Malaysian
References
- Kanageswary Ramanathan, Customer Service Team Manager (OYO Hotels & Homes project), 0169747284
- Noor Hasmiza, Lead Quality Assurance Analyst (OYO Hotels & Homes project), 01133324347
- Suliana, Denave HR Department, 0192750659
Timeline
Telesales Executive
Telecontinent Sdn Bhd (Singtel Project)
07.2024 - Current
Customer Service Team Leader
Denave (M) Sdn Bhd (OYO Hotels & Homes Project)
10.2023 - 04.2024
Customer Service Agent
Denave (M) Sdn Bhd (OYO Hotels & Homes Project)
03.2023 - 09.2023
Online Sales Affiliate Marketer
Self-Employed
01.2013 - 12.2022
SPM -
Seri Titiwangsa High School
Similar Profiles
TEO WEI SIANGTEO WEI SIANG
Customer Management Executive (ADMIN) at Telecontinent Sdn BhdCustomer Management Executive (ADMIN) at Telecontinent Sdn Bhd
Nurul Azwin JunaidiNurul Azwin Junaidi
Trainer, Operations Support & Excellence at Telecontinent Sdn BhdTrainer, Operations Support & Excellence at Telecontinent Sdn Bhd
DEIDRE ROSELYN LESONDEIDRE ROSELYN LESON
Document Controller Cum Administration at Real Project Management Sdn BhdDocument Controller Cum Administration at Real Project Management Sdn Bhd