Mohamad Zarief Bin Rosman

Work History

Envo Bpo Services Sdn Bhd

11.2023 - Current

Part of Resorts World Cruises Project
Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Responded to customer requests for products, services, and company information.
Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Trained new Customer Service Representatives on company policies, procedures, and best practices.
Met customer call guidelines for service levels, handle time and productivity.
Promptly responded to inquiries and requests from prospective customers.
Handling cruise reservations, back end request, special request and promotion upselling.

Daythree

08.2021 - 10.2023

Was part of Air Selangor and Shopee project
Educated customers about billing, payment processing and support policies and procedures.
Investigated and resolved customer inquiries and complaints quickly.
Responded to customer requests for products, services, and company information.
Assisted in training new hires, sharing best practices for effective customer service delivery.
Met customer call guidelines for service levels, handle time and productivity.
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.
Clearly communicated product features and benefits, helping customers make informed decisions about their purchases.
Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.

Maxis Business

03.2021 - 08.2021

Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
Maintained a high level of product knowledge, providing accurate information to customers.
Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Enhanced customer satisfaction by effectively addressing inquiries and resolving issues.
Managed high call volume with exceptional time management skills, minimizing wait times for customers.
Answered customer telephone calls promptly to avoid on-hold wait times.
Dealing with Business to Business services under maxis brand

VapeXprezz

11.2020 - 03.2021

Controlled store inventory and reviewed cash handling and operations reports.
Analyzed sales data to identify trends, adjust inventory levels accordingly, and maximize revenue opportunities.
Enhanced store appearance by maintaining cleanliness standards and visually appealing displays that showcased products effectively.
Improved customer satisfaction through proactive engagement, attentive service, and efficient problem resolution.
Trained and developed new employees for ease of transition into team.
Led a team of retail associates to achieve sales targets and deliver outstanding customer experiences.
Implemented daily operating procedures to keep store clean, adequately stocked, and well-organized.
Completed daily paperwork and computer entry of sales data as established by management.
Managed inventory control, ensuring optimal stock levels for in-demand products and reducing excess merchandise.