Mohd Khairul Ramli
Sr Customer Service Executive
Sungai Pelek
Summary
Helpful Senior Customer Service Executive possessing friendly demeanor and excellent problem-solving and communication skills. Bringing 9 years of experience increasing customer satisfaction levels and business performance by handling and analyzing complaints and designing customer service strategies. Dedicated to creating positive impression on customers to build and retain customer base.
Overview
21
21
years of professional experience
3
3
years of post-secondary education
Work History
Sr Customer Service Executive
DSG (M) Sdn Bhd
SIjangkang
01.2022 - Current
- Responded to customer inquiries and queries to provide thorough and speedy resolutions.
- Conducted surveys to determine customer opinion of products and services.
- Built strong relationships with field operations team to support business development opportunities and improve service.
- Increased efficiency and team productivity by promoting operational best practices.
Customer Service Executive
DSG (M) Sdn Bhd
Sijangkang
08.2015 - 12.2021
- Employed comprehensive benchmarks to establish and monitor customer service standards.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Maintained 100% accuracy while processing order.
- Escalated critical customer issues to supervisor to avoid lost revenue.
- Mentored office employees on proper administrative procedures and how to use programs such as JDE and Excel, keeping operations consistent and efficient for maximum performance.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
- Managed costs and billing and resolved financial discrepancies effectively through organizational management of account information.
Customer Service Assistant
DSG (M) Sdn Bhd
Subang Jaya
03.2013 - 05.2014
- Facilitated orders and completed accurate to meet aggressive deadlines.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Answered customer questions about product availability and shipment times.
- Maintained and managed customer files and databases.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders and resolve item issues.
- Calculated correct order totals, updated accounts and maintained detailed records for inventory management.
- Maintained up-to-date knowledge of product and service changes.
Outlet Supervisor
Mymydin Sdn Bhd
Kuala Selangor
01.2012 - 03.2023
- Established objectives to offer team members clear roadmap to help company achieve overall goals.
- Answered questions about store policies and addressed customer concerns.
- Managed weekly inventory transactions by creating templates to track optimal food and beverage stock and other items.
- Implemented daily operating procedures to keep store clean, adequately stocked and well-organized.
- Kept close eye on department employees and customers to assess theft risks and maintain loss prevention goals.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
Restaurant Crew Member
Pizza Hut Restaurant Sdn Bhd
Penang
01.2011 - 12.2011
- Carried out day-to-day duties accurately and efficiently.
- Monitored company inventory to keep stock levels and databases updated.
- Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
- Collaborated with team members to achieve target results.
- Resolved conflicts and negotiated mutually beneficial agreements between parties.
- Maintained energy and enthusiasm in fast-paced environment.
- Worked flexible hours across night, weekend and holiday shifts.
Education
Diploma - Food Service Management
UITM
Penang, Malaysia 01.2008 - 12.2010
Skills
Customer service
Timeline
Sr Customer Service Executive
DSG (M) Sdn Bhd
01.2022 - Current
Customer Service Executive
DSG (M) Sdn Bhd
08.2015 - 12.2021
Customer Service Assistant
DSG (M) Sdn Bhd
03.2013 - 05.2014
Outlet Supervisor
Mymydin Sdn Bhd
01.2012 - 03.2023
Restaurant Crew Member
Pizza Hut Restaurant Sdn Bhd
01.2011 - 12.2011
Diploma - Food Service Management
UITM
01.2008 - 12.2010
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