Mohammad Sharil Bin Abdul Said
Kuala Lumpur,14
Summary
Dedicated professional with extensive expertise in technical support and call centre operations, specialising in email communication. Proven track record in complaint handling, issue escalation, and customer needs assessment, ensuring exceptional customer relationship management. Demonstrates proficiency in email correspondence and e-commerce understanding, coupled with data entry efficiency to streamline processes. Committed to leveraging skills to enhance customer satisfaction and drive business success.
Overview
3
3
years of professional experience
Work history
Customer service executive
U Mobile
Kuala Lumpur, Kuala Lumpur
06.2025 - Current
- Assisted customers in resolving inquiries and issues through effective communication.
- Managed customer interactions across various channels ensuring high service standards.
- Collaborated with team members to streamline processes and enhance customer satisfaction.
- Documented customer feedback and suggested improvements to management for service enhancement.
- Utilised CRM software proficiently, streamlining complaint handling process.
Customer Service Executive
Transcosmos
Kuala Lumpur, Kuala Lumpur
02.2025 - 05.2025
- Enhanced customer satisfaction by promptly responding to inquiries and efficiently resolving issues.
- Handled high volume of inbound calls while maintaining professionalism and ensuring timely resolutions.
- Improved efficiency by reducing average call handling time through effective problem-solving, without compromising service quality.
- Escalated critical customer concerns to supervisors to prevent potential revenue loss and policy cancellations.
Shift Supervisor
Berjaya Strabucks Coffee
Kuala Lumpur, Kuala Lumpur
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
Kuala Lumpur, Kuala Lumpur
09.2022 - 05.2024
- Cleaned counters, machines, utensils, and seating areas daily.
- Created welcoming atmosphere by warmly greeting customers and promptly attending to their needs.
- Maintained and operated espresso machines, blenders, commercial coffee brewers, coffee pots, and other equipment.
Education
Diploma - Civil Engineering
Politeknik Kota Kinabalu
03.2023
Skills
- Technical support
- Call centre experience
- Complaint handling
- Issue escalation
- Customer needs assessment
- Customer relationship management
- Email correspondence expertise
- E-Commerce understanding
- Data entry efficiency
Personal Information
Title: Customer Service Officer
Timeline
Customer service executive
U Mobile
06.2025 - Current
Customer Service Executive
Transcosmos
02.2025 - 05.2025
Shift Supervisor
Berjaya Strabucks Coffee
05.2024 - 01.2025
Barista
Berjaya Strabucks Coffee
09.2022 - 05.2024
Diploma - Civil Engineering
Politeknik Kota Kinabalu
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