MOHAMMAD NURZALEE Bin Zulkifli
Contact Center Supervisor
Cheras,Kuala Lumpur
Summary
Well-organized contact center supervisor bringing over 6 years managing and overseeing multiple tasks in busy offices. Commended for consistently driving team success through company procedures enforcement and personnel training and proactive Call Center professional bringing excellent leadership skills and capability to help staff meet and exceed customer expectations. Equipped to train, monitor, and manage high-performance teams in fast-paced environments. Personable and decisive with expertise in diplomatic conflict resolution and consumer behavior.
Overview
12
12
years of professional experience
3
3
Languages
Work History
Contact Center Supervisor
CelcomDigi
01.2019 - Current
- Enhanced customer satisfaction by efficiently resolving escalated issues and providing exceptional support.
- Championed employee recognition programs, boosting morale and increasing overall job satisfaction within contact center team.
- Conducted regular performance evaluations, identifying areas of improvement and implementing corrective action plans for underperforming agents.
- Developed strong relationships with other department leaders to promote collaboration towards shared company goals.
- Managing/in-charge one of BCP (Business Continuity Planning) unit during pandemic.
- Reduced average handling time with effective coaching and feedback sessions for agents.
- Directed, guided, coached and mentored team of 20 agents and surpassed individual and corporate goals
Office Administrator
Robkona Enterprise
01.2013 - 01.2017
- Improved workplace efficiency with the regular maintenance of office equipment and proactive troubleshooting of technical issues.
- Safeguarded company information by maintaining strict confidentiality protocols and ensuring secure document storage practices.
- Elevated executive performance through adept calendar management skills that ensured punctual attendance at crucial appointments or engagements.
- Reduced administrative errors by diligently proofreading office documents and maintaining accurate records.
- Supported departmental goals with the coordination of inter-departmental meetings and collaborative initiatives.
Recovery Officer
RHB Bank Berhad
12.2011 - 12.2012
- Improved company's recovery rate by efficiently managing a portfolio of overdue loans and credit card accounts.
- Multitasked effectively between numerous cases simultaneously as well as maintained high levels of organization throughout my workday.
- Recovered delinquent accounts by implementing effective communication strategies and negotiation techniques.
- Assessed debtors'' financial situations and crafted customized payment plans, enhancing the likelihood of successful repayments.
Education
DIPLOMA IN ELECTRICAL & ELECTRONIC ENGINEERING -
Technology Park Malaysia College
Kuala Lumpur2010
Skills
Effective coaching
undefinedAdditional Information
Reference:
Name: Ainol Mazwin Binti Ismail
Email: ainolmi@celcomdigi.com
Contact: 0163304181
Name: Mohd Azwan Bin Ali
Email: mazwanal@celcomdigi.com
Contact: 0163310258
Timeline
Contact Center Supervisor
CelcomDigi
01.2019 - Current
Office Administrator
Robkona Enterprise
01.2013 - 01.2017
Recovery Officer
RHB Bank Berhad
12.2011 - 12.2012
DIPLOMA IN ELECTRICAL & ELECTRONIC ENGINEERING -
Technology Park Malaysia College
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