Hakimi Misdar

• Achieved substantial cost savings in warehouse operations by optimizing inventory management, resulting in a significant reduction in inactive stock levels and potential savings in the hundreds thousands of Ringgit in warehouse invoices.
• Successfully onboarded a new last-mile delivery partner, enhancing the efficiency of the delivery network and introducing competitive fee structures.
• Negotiated and renewed warehouse contracts including Sea Freight agreement resulting in 10% cost reduction, optimizing storage and distribution processes while maintaining service quality.
• Led contract negotiations with last mile delivery providers, achieving improved performance metrics and substantial cost savings, leading to enhanced customer satisfaction.
• Established long-term partnerships with key logistics vendors, securing favorable terms that contributed to cost-effective operations and improved supply chain resilience.

• Oversaw the comprehensive management of customer inquiries and feedback through an omnichannel approach, covering Phone Calls, WhatsApp, Social Media ( Facebook, Twitter, Instagram, YouTube), Email Correspondence, Web Inquiry, Online Support, and Regulatory Channels.
• As the Voice of Customer (VOC) custodian, my mission is to diligently gather and address customer feedback, using it as a vital tool for process improvement and product enhancement. I am passionate about listening to customers and translating their insights into actionable strategies that drive continuous improvement and foster stronger connections with our audience

Key Accomplishments:

• Led and mentored Technical and Billing Support Teams of up to 30 members, optimizing performance and customer service.
• Analyzed case volume trends for products, services, and system improvements.
• Actively participated in senior management meetings, contributing practical suggestions to enhance operations.
• Standardized training materials and simplified technical manuals, ensuring staff were well-versed in new product launches, technical requirements, and specifications.

Key Accomplishments;

• Managed and provided guidance to a team of 20+ customer service representatives, actively monitoring and coaching their performance in the call center.
• Effectively resolved escalated customer complaints and issues, ensuring swift one-call resolutions. Additionally, conducted team meetings, designed agendas, and stepped in for the supervisor when needed.
• Assumed responsibility for delivering supportive and efficient management across all areas of supervision, including ensuring staff compliance with professional boundaries and codes of conduct

Key Accomplishments:

• Offered tailored care and elevated service standards for Digi's High-Value Customers.
• Delivered on-site support to effectively resolve technical concerns and challenges

• Offered support to customers in a call center setting as required.
• Collaborated with senior management to implement necessary improvements aimed at enhancing customer satisfaction

• A polite professional consistently surpassing customer expectations in a fast-paced environment, all the while upholding quality standards.
• Focused on expertise in database management and fostering strong customer relations