Adventures sports
Mark Mijor
Customer Service Expert
Kuala Lumpur
Summary
Dedicated and passionate expertise navigating complex challenges, providing effective training and leadership, maintaining financial stability, ensuring exceptional customer experiences, and fostering strong communication and collaboration within the team.
Overview
25
25
years of professional experience
5
5
Certifications
2
2
Languages
Work History
Resort Manager
Beach Box (Perhentian) Sdn Bhd
Besut
06.2023 - 05.2024
- Ensure daily operations smoothly running in all aspects of the resort
- This includes scheduling, maintenance, and guest services
- Hiring, training, and supervising staff members
- Ensuring they provide excellent customer service to guests
- Controlling costs to maintain profitability
- Addressing guest concerns promptly and efficiently
- Maintaining positive relations with guests
- Being a strong leader who motivates and guides the team
- Lead by example through learning together on any unforeseen events
- Effective communication and organisational skills are essential.
Customer Service Officer
Crystal Time (M) Sdn. Bhd.
Kuala Lumpur
08.2018 - 05.2023
- Managing the operation of a Swiss Brand Timepiece service centre
- Handling queries related to new watch models, directions to the centre, and basic watch maintenance
- Addressing complaints regarding services and faulty watch purchases from Swiss or local dealers
- Preparing service quotations for walk-in customers via inbound calls, email, and WhatsApp
- Performing follow-up and negotiation on service quotations
- Conducting stock checks on spare parts required for the service centre
- Ensuring cleanliness in the waiting area
- Attention to detail and excellent customer service are essential in this role.
Freelance Sales Advisor
MXB International Holding Sdn. Bhd.
Kuala Lumpur
11.2017 - 08.2018
- Promoting health products to potential clients and providing post-sales service
- The company specialises in wearable and consumable items
- The ION socks stand out, offering capabilities to improve blood circulation
- Strong testimonials from existing clients and mentors contribute to its reputation as a trusted product.
Assistant Call Centre Manager
Syarikat Takaful Malaysia Berhad
Kuala Lumpur
10.2015 - 10.2017
- Overseeing agents' attendance and performance
- Handling referral calls from agents and ensuring efficient call queue management to maintain a 95% Service Level with 0% abandonment rate
- Generating reports, analysing data, and making recommendations for service improvement
- Taking ownership of client complaints and complicated calls, aiming for resolution within 3 to 5 working days
- Conducting call reviews, demonstrating good listening skills, justifying decisions, and providing feedback
- Conducting job interviews for potential candidates and training new staff
- Promoting work-life balance through outings, group activities, and team building.
Customer Service Associate
AIA Bhd
Kuala Lumpur
09.2010 - 09.2015
- Handling inbound calls related to insurance inquiries
- Addressing inquiries from agents, existing clients, and potential prospects
- Assisting new staff with product knowledge, system usage, and process flow
- Conducting tests on the Interactive Voice Response System (IVRS) and reporting any issues to the IT department
- Managing complicated calls, feedback, and complaints
- Taking ownership of follow-up cases
- Attending training sessions and product briefings as needed
- Adhering to the Anti Money Laundering Act (AML) and Personal Data Protection Act (PDPA) at all times.
Telemarketing Quality Assurance Executive
AIA Bhd
Kuala Lumpur
09.2006 - 09.2010
- Providing support to the telemarketing division in call quality
- Reviewing recorded non-sales and sales calls for coaching, training, and performance evaluation
- Ensuring that all calls align with standard guidelines, from the opening to product information, objection handling, and closing of sales
- Identifying any misconduct calls made by telemarketers and reporting them to the respective department for disciplinary action
- Conducting training for new telemarketing recruits when required
- Adhering to the Anti Money Laundering Act (AML) and Personal Data Protection Act (PDPA) at all times.
Telemarketing Executive
AIA Bhd
Kuala Lumpur
03.2006 - 09.2006
- Promoting and closing insurance sales over the phone
- Personal accident, medical, credit shield, and basic life plan insurance coverage
- Attend product training as to enhance skills and knowledge on any upcoming product
- Ensure all calls made adhere to standard practice that align to quality assurance guidelines
- Adhering to the Anti Money Laundering Act (AML) and Personal Data Protection Act (PDPA) at all times.
Call Centre Representative
Legend Worldwide Holidays Berhad
Kuala Lumpur
08.2005 - 02.2006
- Make cold calls to clients based on leads provided by the hotel
- Encourage clients to attend property sales briefings conducted by the sales and marketing team
- Proactive approach in reaching out to potential clients plays a crucial role in promoting property sale.
Senior Restaurant Crew
La Táble D'Hothe
Kuala Lumpur
02.2005 - 07.2005
- Greet patrons warmly
- Maintain cleanliness in public areas
- Ensure sufficient stock for the day
- Take accurate orders and collaborate with the kitchen to fulfill special requests
- Attention to detail and customer service skills are essential in creating a positive dining experience.
Sports & Recreations Supervisor
Laguna Redang Island Resort
Kuala Terengganu
03.2003 - 12.2004
- Oversee the operation of the sports and recreation centre
- Conduct stock checks and ensure sea sports equipment is in good condition and safe
- Set up jungle trekking tracks and assist clients with requests
- Collaborate with the dive centre for night dives, shore dives, and open water dives
- Facilitate land activities for team building and team games
- Organise family games at night, especially during school holidays
- Conduct safety and marine life awareness briefings for clients
- Notable achievement: Entrusted to assist in VVIP activities such as island hopping, diving, snorkelling, and jungle trekking.
Public Relations Coordinator
Berjaya Hills Resort Berhad
Bentong
07.2001 - 02.2003
- Maintain an up-to-date media kit with information about the resort's facilities and services
- Collaborate closely with the internal graphic designer on tasks related to poster and brochure design, hotel decorations, and preparations for festive seasons
- Ensure cleanliness and smooth operation of all public areas
- Serve as the in-house photographer for special events and VVIP visits
- Assist the marketing department in showcasing the resort's facilities to potential clients, foreign journalists, and VIP.
Bellman
Berjaya Hills Golf & Country Club
Bentong
03.2001 - 07.2021
- Follow established hotel safety protocols and procedures
- Familiarize yourself with the hotel layout and preferred routes for escorting guests
- Room guests according to hotel standards
- Provide information about hotel facilities and services to guests
- Assist guests during check-in or check-out, including handling baggage and answering questions
- Monitor the cleanliness of public facilities (restrooms, pool area, entrances) and restock supplies as needed
- Ensure the Bell Desk is attended at all times
- Greet customers warmly and promptly
- Respond accurately to inquiries about location-specific features and services
- Coordinate with Guest Services staff for daily VIP arrivals and special guests.
Hospital Male Orderly
Assunta Hospital
Petaling Jaya
01.1999 - 02.2001
- Assist in emergency cases, including CPR
- Monitor vital signs and blood sugar levels
- Fill in during staff shortages
- Maintain ER cleanliness and equipment
- Transfer patients to other units
- Accompany patients for X-rays
- Assist with plaster installations and removal for bone fracture cases
- Handle deceased patients and ambulance requests.
Education
Bachelor of Arts in Business Administration - undefined
City University Malaysia
Petaling Jaya, Selangor 08.2009 - 10 2012
Diploma In Professional Management - Business Administration And Management
City University Malaysia
Petaling Jaya, Selangor 07.2009 - 8 2010
Executive Diploma in Human Resource Management - undefined
University Malaya
02.2007 - 9 2009
Kursus Organisasi Keselamatan Kebakaran Siri 12/2019 - undefined
Jabatan Bomba Dan Penyelamat Malaysia
08.2019 - 8 2019
Skills
Critical thinking and problem solving
References
- Mr. Jesse Uren Mark, Director, 012-3371595, Beach Box (Perhentian) Sdn Bhd, fun.beachbox@gmail.com
- Mr. Pang Tuck Seong, Director, 016-2123963, Crystal Time (M) Sdn Bhd, customerservice@crytaltime.com.my
Certification
AI Aware
Accomplishments
- Supervised team of five staff members.
- Achieved AGODA Exceptional Rating by completing successfully elevating Beach Box to the highest standard with accuracy and efficiency.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeWork Location
On-SiteRemoteImportant To Me
Work-life balanceCompany CultureHealthcare benefitsTeam Building / Company RetreatsCareer advancementPersonal development programsQuote
How many ideas have there been in the history of the human race that were unthinkable ten years before they appeared?
Fyodor Dostoevsky
Interests
Photography
Handcrafted arts
Bowling
Badminton
Software
Microsoft Word
Microsoft Excel
Microsoft PowerPoint
Microsoft Outlook
Timeline
AI Aware
06-2024
AI Appreciate
06-2024
Critical Thinking For Professional
06-2024
Problem Solving Through Creative Thinking
06-2024
Psychology According To Sigmund Freud
06-2024
Resort Manager
Beach Box (Perhentian) Sdn Bhd
06.2023 - 05.2024
Kursus Organisasi Keselamatan Kebakaran Siri 12/2019 - undefined
Jabatan Bomba Dan Penyelamat Malaysia
08.2019 - 8 2019
Customer Service Officer
Crystal Time (M) Sdn. Bhd.
08.2018 - 05.2023
Freelance Sales Advisor
MXB International Holding Sdn. Bhd.
11.2017 - 08.2018
Assistant Call Centre Manager
Syarikat Takaful Malaysia Berhad
10.2015 - 10.2017
Customer Service Associate
AIA Bhd
09.2010 - 09.2015
Bachelor of Arts in Business Administration - undefined
City University Malaysia
08.2009 - 10 2012
Diploma In Professional Management - Business Administration And Management
City University Malaysia
07.2009 - 8 2010
Executive Diploma in Human Resource Management - undefined
University Malaya
02.2007 - 9 2009
Telemarketing Quality Assurance Executive
AIA Bhd
09.2006 - 09.2010
Telemarketing Executive
AIA Bhd
03.2006 - 09.2006
Call Centre Representative
Legend Worldwide Holidays Berhad
08.2005 - 02.2006
Senior Restaurant Crew
La Táble D'Hothe
02.2005 - 07.2005
Sports & Recreations Supervisor
Laguna Redang Island Resort
03.2003 - 12.2004
Public Relations Coordinator
Berjaya Hills Resort Berhad
07.2001 - 02.2003
Bellman
Berjaya Hills Golf & Country Club
03.2001 - 07.2021
Hospital Male Orderly
Assunta Hospital
01.1999 - 02.2001
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