Ibrahim Hassan
kuala lumpur,Kuala Lumpur
Summary
Customer Service Supervisor with strong focus on delivering exceptional customer experiences. Proven track record of leading and motivating teams to exceed performance targets, enhance customer satisfaction, and resolve issues promptly. Skilled in training staff, streamlining processes, and implementing innovative solutions to improve service quality. Brings proactive approach and commitment to fostering positive relationships with both customers and team members.
Overview
5
5
years of professional experience
6
6
years of post-secondary education
Work History
Customer Service Supervisor
VADS Berhad
kuala lumpur, Kuala Lumpur
10.2024 - Current
- Identified ongoing issues and implemented solutions to maintain optimum service levels.
- Managed team of customer service representatives, fostering an environment focused on high-quality client support.
- Created positive working environments by offering support and guidance to staff.
- Closely monitored team performance, identifying improvements and providing extra training to underachievers.
- Supervised and observed team activities, offering praise and constructive feedback.
- Audited work and customer service processes to identify improvement areas.
- Achieved outstanding customer satisfaction through effective team management.
Service Desk Agent
Vads Berhad
kuala lumpur, Kuala Lumpur
01.2021 - 09.2024
- Helped customers set up new systems, applications and software.
- Responded to customer emails, calls and live chat regarding technical malfunctions and issues to fix remotely.
- Used support tickets to track and speed up incidents.
- Resolved service user requests within target timeframes.
- Asked customers targeted questions throughout troubleshooting to determine smart solutions.
Education
Bachelor’s Degree - Computer Science
Open University Malaysia
Petaling Jaya, 10 02.2018 - 10.2021
Diploma of Higher Education - Business Administration
KOLEJ UNIVERSITI ISLAM SELANGOR (KUIS)
Bandar Baru Bangi, 10 07.2015 - 08.2017
Skills
- Customer relationship management
- Team building
- Process improvement
- Performance monitoring
- Technical troubleshooting
- Training development
- Service level management
Languages
English
Upper Intermediate
B2
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Service Supervisor
VADS Berhad
10.2024 - Current
Service Desk Agent
Vads Berhad
01.2021 - 09.2024
Bachelor’s Degree - Computer Science
Open University Malaysia
02.2018 - 10.2021
Diploma of Higher Education - Business Administration
KOLEJ UNIVERSITI ISLAM SELANGOR (KUIS)
07.2015 - 08.2017