Mohamad Nur Ridzwan Bin Mohamad Said
Custom Clearance Supervisor
Batu Caves
Summary
Experienced in customs clearance declaration, bringing a strong background in customer service and leadership to effectively oversee support teams and enhance customer satisfaction. Proven track record in streamlining support processes and resolving escalated issues efficiently. Demonstrated ability to foster team collaboration and adapt to dynamic environments, consistently contributing to the success of previous roles.
Overview
9
9
years of professional experience
5
5
years of post-secondary education
Work History
Gateway Clearance Support Supervisor
DHL Express (M) SDN BHD
01.2024 - Current
- Streamlined support processes for increased efficiency and improved response times.
- Optimized staffing schedules to ensure adequate coverage during peak periods without sacrificing employee work-life balance.
- Created a supportive environment where employees felt empowered to make decisions independently while still receiving guidance when needed.
- Established clear performance expectations for the support team, resulting in improved accountability and measurable results.
- Developed staff training programs to ensure consistent service quality across the team.
- Increased first-call resolution rates by developing troubleshooting guides tailored specifically towards common technical issues faced by users.
- Facilitated regular meetings to discuss ongoing challenges, share successes, and foster teamwork among staff members.
- Reviewed customer feedback regularly, identifying trends in common issues and recommending product enhancements accordingly.
- Reduced customer wait times by implementing automated ticketing systems and prioritizing urgent requests.
- Managed a team of support professionals, fostering an environment of collaboration and growth.
- Conducted regular performance evaluations for team members, offering constructive feedback and opportunities for growth within the organization.
- Enhanced customer satisfaction by promptly addressing and resolving support issues.
- Coached employees through day-to-day work and complex problems.
- Analyzed customer service data to identify trends, identify solutions and improve customer experience.
- Developed and maintained relationships with customers to enhance customer satisfaction.
- Managed approximately 30 escalations per day.
- Leading at least 1 project enhancing customer experience every year.
Customer Service Agent
DHL Express (M) SDN BHD
01.2017 - 01.2024
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Addressed customers shipments discrepancies and concerns related to custom clearance.
- Responded to customer requests for products, services, and company information.
- Investigated and resolved customer inquiries and complaints quickly.
- Managed approximately 40 shipments per day by emails and follow up calls with customers
Data Cleansing and Classification Agent (Custom Clearance)
DHL Express (M) SDN BHD
01.2016 - 01.2017
- Consistently met compliance requirements for the import K1 and K2 & K8 custom declaration by ensuring all data such as Tariff codes, Items Value, Incoterm, custom exemption (LMW, MIDA, SST EXEMPTION) all correctly declared.
- Declared approximately 150 shipments per day.
Education
DEGREE IN STRATEGIC STUDIES -
NATIONAL DEFENSE UNIVERSITY OF MALAYSIA
Kuala Lumpur, 14 01.2012 - 01.2015
FOUNDATION OF DEFENCE MANAGEMENT -
UNIVERSITI PERTAHANAN NASIONAL MALAYSIA
Kuala Lumpur 06.2011 - 06.2012
SIJIL PELAJARAN MALAYSIA (SPM) -
Sekolah Menengah Teknik Dato’Lela Maharaja
Negeri Sembilan 01.2009 - 01.2010
Skills
- Team management
- Task delegation
- Effective team collaboration
- Customer service
- Problem-solving
- Performance management
- Corrective actions
- Work Planning and Prioritization
- Continuous improvement
- Staff training
Accomplishments
- Joined in Reserve Officer Training Unit (ROTU)
- Participated in National Training Transformation Program (Biro TataNegara) 2011 and 2013
- Participated in Closed Futsal Tournament NDUM 2014
- Participated in Youth Volunteer Program 2013
- Achieved nomination Employee of the Year 2017 (DHL Express)
- Achieved Employee of the Month (September 2017 & April 2018) (DHL Express)
Personal Traits
- Excellent communication skills
- Passion for continuous learning and personal growth
- Highly motivated and driven, with strong desire to excel
- Flexible motivated and fun person
- Not difficult working as a team
- Willing to be exposed to different types of environment and challenges
Personal Information
- Age: 31
- Health Status: Excellent
- Date of Birth: 12/31/93
- Gender: Male
- Nationality: Malaysian
- Marital Status: Married
- Religion: Islam
Timeline
Gateway Clearance Support Supervisor
DHL Express (M) SDN BHD
01.2024 - Current
Customer Service Agent
DHL Express (M) SDN BHD
01.2017 - 01.2024
Data Cleansing and Classification Agent (Custom Clearance)
DHL Express (M) SDN BHD
01.2016 - 01.2017
DEGREE IN STRATEGIC STUDIES -
NATIONAL DEFENSE UNIVERSITY OF MALAYSIA
01.2012 - 01.2015
FOUNDATION OF DEFENCE MANAGEMENT -
UNIVERSITI PERTAHANAN NASIONAL MALAYSIA
06.2011 - 06.2012
SIJIL PELAJARAN MALAYSIA (SPM) -
Sekolah Menengah Teknik Dato’Lela Maharaja
01.2009 - 01.2010
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