Mohammad Sharil Bin Abdul Said
Customer Service Officer
Kuala Lumpur
Summary
Dynamic customer service professional with extensive experience at Transcosmos, adept at enhancing customer satisfaction through effective issue resolution and relationship management. Proven ability to escalate critical issues and provide technical support, while maintaining a professional demeanor. Recognized for improving efficiency and ensuring high-quality service delivery in fast-paced environments.
Overview
3
3
years of professional experience
Work History
Customer Service Executive
Transcosmos
02.2025 - Current
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Managed high volume of inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues.
- Reduced average call time through efficient problem-solving skills without sacrificing quality of service provided.
- Escalated critical customer issues to supervisor to avoid lost revenue and canceled policies.
Shift Supervisor
Berjaya Strabucks Coffee
05.2024 - 01.2025
- Ensured smooth operations during peak hours by effectively managing resources and staff allocation.
- Trained new employees and delegated daily tasks and responsibilities.
- Provided ongoing support to employees during challenging situations, offering guidance on problem-solving techniques for improved efficiency outcomes.
- Improved customer satisfaction rates with consistent quality checks and timely resolution of complaints.
Barista
Berjaya Strabucks Coffee
09.2022 - 05.2024
- Cleaned counters, machines, utensils, and seating areas daily.
- Promoted a welcoming atmosphere by greeting customers with a friendly demeanor and promptly addressing their needs.
- Maintained and operated espresso machines, blenders, commercial coffee brewers, coffee pots, and other equipment.
Education
Diploma - Civil Engineering
Politeknik Kota Kinabalu
Kota Kinabalu, Sabah, Malaysia 04.2001 -
Skills
Customer relationship management
Customer needs assessment
Issue escalation
Complaint handling
Online chat and email
Call center experience
Technical support
Timeline
Customer Service Executive
Transcosmos
02.2025 - Current
Shift Supervisor
Berjaya Strabucks Coffee
05.2024 - 01.2025
Barista
Berjaya Strabucks Coffee
09.2022 - 05.2024
Diploma - Civil Engineering
Politeknik Kota Kinabalu
04.2001 -
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