MOHAMAD IMRAN BIN MOHAMED YACOB

• Provide end-to-end customer and technical support for U.S. and Canada clients, managing high-volume inbound and outbound interactions via phone, live chat, and ticketing platforms.
• Support clients within the digital advertising ecosystem, assisting with platform navigation, ad distribution inquiries, troubleshooting, and operational issues.
• Handle complex technical cases and escalations, ensuring timely resolution while consistently meeting SLA requirements and customer satisfaction targets.
• Utilize Zendesk, JIRA, and internal XR systems (SNSRA) to investigate issues, document findings, escalate when required, and close tickets efficiently.
• Analyze recurring ticket trends and common client issues, contributing insights to improve workflows, processes, and overall support efficiency.
• Collaborate closely with cross-functional teams including Ad Operations, Engineering, and Global Distribution to resolve issues across multiple time zones.

Shift Lead (Rotational Role):

• Monitored ticket queues and ensured balanced workload distribution during shifts.
• Reviewed ticket quality, accuracy, and documentation prior to closure.
• Provided real-time guidance and escalation support to team members.
• Prioritized high-impact and time-sensitive U.S. & Canada client cases.
• Ensured professional, clear communication aligned with North American service standards and contributed to internal knowledge base updates.

• Handled Australian and North America market and provided technical for DJI products, ensuring high customer satisfaction.
• Handled complex customer inquiries and escalations, resolving issues efficiently.
• Assisted in training and mentoring new customer service representatives.
• Managed customer communication through email, chat, and phone support.
• Collaborated with internal teams (engineering, sales, logistics) to improve customer experience.
• Maintained detailed records of customer interactions and identified trends to improve support processes.

• Provided clear and professional communication to address customer concerns, deliver technical support, and enhance overall satisfaction
• Stress management, maintain excellent service despite high pressure situations.
• Successfully balanced and completed multiple tasks in a fast-paced environment, ensuring timely resolution and maintaining high productivity
• Lazada Customer Service (May 2020-January 2021) YouTube (January 2021 - January 2022)

• Responsible for assisting the store in maintaining a positive environment.
• Provide fast, efficient, and friendly service ensuring a total quality experience for both our customers and team members
• Trained new hires on product knowledge and process
• Responsible in ordering and keeping track of stocks.
• Sending daily end of the day sales report to the management.

• Handle cash and daily operations of the store
• Conduct weekly meetings in order to get feedback
• Reply to manager mails and convey to barista on new products and procedures Handle ordering (FIFO)
• Prepare monthly schedule and end of month stock take.
• Trained new hires on product knowledge and process
• Trained to up sell Starbucks products to the customers
• Appointed as person in charge in the absence of Store Manager