Luqman Alhakim
Kuala Lumpur,Wilayah Persekutuan
Summary
Versatile and adaptable professional with a strong background in customer experience, public relations, and team leadership. Known for clear communication, strategic problem-solving, and the ability to train and mentor teams in high-pressure environments. Currently seeking a career transition into corporate communications, content strategy, or internal communications—fields where clarity, storytelling, and alignment of voice and values drive meaningful impact.
Overview
7
7
years of professional experience
6
6
years of post-secondary education
Work History
Engineer
Prudential Services Asia Sdn Bhd
Kuala Lumpur, Wilayah Persekutuan
12.2024 - Current
- Monitor enterprise-level infrastructure health using tools such as BigPanda, Entuity, TrueSight, and Dynatrace, ensuring early detection and escalation of critical system events.
- Analyze recurring alerts, coordinate with application owners, and document system behaviour to support root cause identification and proactive issue resolution
- Perform certificate renewals via DigiCert and manage monitoring configurations to maintain platform stability and compliance.
- Prepare daily and weekly reports on alert status and open tickets, contributing to visibility across engineering and incident management teams.
- Collaborate across global support teams to escalate and resolve production-impacting incidents under strict SLAs.
- Continuously develop cross-platform tool knowledge to navigate complex infrastructure environments and enhance monitoring effectiveness.
Customer Experience Specialist
Agoda International Sdn Bhd
Kuala Lumpur, Malaysia
01.2022 - 11.2024
- I excelled in delivering top-tier support through multiple channels including phone, email, and live chat, effectively managing customer inquiries and resolving complaints with professionalism and empathy
- My role involved processing orders, handling returns and exchanges, and maintaining accurate records of all customer interactions to ensure seamless follow-ups
- I provided technical support, guiding customers through troubleshooting steps to resolve product-related issues, and worked collaboratively with internal departments to address complex problems
- Supporting Agoda's Payment Team by handling inquiries related to hotel's tax invoices with Booking.com, provided accurate and timely assistance by verifying and processing tax invoices to ensure compliance with financial regulations and company policies
- As an Engagement Lead , I propose, manage and facilitate activities during Agoda's Return to Office week, handles budgeting by making sure budget passed by higher management is distributed and applied efficiently, handles scheduling by making sure all staffs under the same cluster will be participating in the proposed activities with proper schedule arrangements
- As an Immersion Facilitator , I overseer and aid with participants in terms of navigating the system while handling live inquiries from customers in a monthly 2-hours immersion program with Team Managers, Team Captain and Operational Excellence Team
- As a certified Mentor , I created post-training debrief materials for new hires, conducted QA case reviews, and shared improvement feedback with team leads.
Integrated PR Executive
Essence BCW Malaysia
09.2018 - 09.2019
- Initially joining the agency as a social media executive, I have progressed to the position of Integrated PR Executive where I managed both digital and conventional PR matters. My role requires that I manage matters regarding clients servicing, media outreach, data analysis, press releases, article and copywriting as well as crisis management which both applies to the clients' online and offline campaigns
- PROTON: Managed social media account and clients servicing for PROTON, copywriting social media posts, community management, campaigns, and provided analytics for their social media performance. Directly involved with the launch of PROTON X70 and several later models.
- ExxonMobil: handled CSR activities for ExxonMobil, providing press kit to be disseminated to client and media such as press release, factsheet, intranet article and other contents.
- Affin Hwang Capital: involved with Affin Hwang Captical Conference Series 2018 by doing media RSVP, post-event report and update client with news coverage.
- MyNews: assisted client for MyNews 22nd Anniversary Announcement by doing media RSVP, press release and updated client with news coverage.
- Honeywell: managed and wrote a press release for to be disseminated to media in Malaysia, Singapore and Philippines.
- Jobstreet.com: Initiated outbound calls to media and provided media RSVP, press release and news coverage for JobStreet.com Malaysia Job Outlook 2019.
Corporate Communications Trainee
Permodalan Nasional Berhad, PNB
Kuala Lumpur, Malaysia
01.2018 - 09.2018
- Joined the company as a corporate communications trainee, PNB gave me the opportunity to experience working there just like their full-time employee
- My role requires that I assist matters regarding branding and maintaining relations with the company's clients, including online and offline campaigns
- Made monthly site visits for the construction of PNB Merdeka 118 Tower and ensure that our clients are well-informed regarding the development progress of the tower
- Key roles and achievements:
- Setting up and managing PNB Merdeka Ventures Sdn Bhd exhibition booth during 2018 Minggu Amanah Saham event which includes realistic VR representation of the inner workings of the tower and a full-scale model of the tower and surrounding parks
- Assisted several clients regarding leasing the surrounding private property of the tower
Education
Master of Education - TESL
Universiti Teknologi MARA
Bandar Puncak Alam, Selangor 01.2020 - 12.2022
Bachelor of Education (Honours) TESL - Education
Management And Science University
Shah Alam, Selangor 05.2014 - 11.2017
Skills
- Editorial
- Speech writing
- Social media proficiency
- Media relations
- Client servicing
- Communication skills
- Strategic thinking
- Crisis management
- Research analysis
- Problem solving
- Attentive listening
- Phone etiquette
- Work process improvement
- Mentoring
- Network architecture understanding
- Data analysis capability
Languages
English
Fluent
Malay
Native
Timeline
Engineer
Prudential Services Asia Sdn Bhd
12.2024 - Current
Customer Experience Specialist
Agoda International Sdn Bhd
01.2022 - 11.2024
Master of Education - TESL
Universiti Teknologi MARA
01.2020 - 12.2022
Integrated PR Executive
Essence BCW Malaysia
09.2018 - 09.2019
Corporate Communications Trainee
Permodalan Nasional Berhad, PNB
01.2018 - 09.2018
Bachelor of Education (Honours) TESL - Education
Management And Science University
05.2014 - 11.2017
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