Travel
MOHD AFARUL IZRAF BIN ABD IZHAR
Customer Care Manager
Shah Alam
Summary
Experienced Customer Care Manager bringing 19 years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.
Overview
12
12
years of professional experience
2016
2016
years of post-secondary education
4
4
Certifications
2
2
Languages
Work History
Customer Care Manager
Iscada Net Sdn Bhd
02.2022 - Current
- Oversee customer engagement and public relations, leading a team of 12 professionals customer care agents.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Collaborated with cross-functional teams to address customer concerns, resulting in a holistic approach to problem solving.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Established a systematic call centre system, implementing SOPs and standardized templates
- Developed SWOT analyses and performance reports, providing actionable insights
- Led collection initiatives, recovering RM85,000 in bad debts in 2024
- Enhanced customer retention to 80% through proactive engagement strategies
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
Team Leader Call Centre
UNICEF
11.2020 - 01.2022
- Designed and implemented call centre call scripts, workflow SOPs, and quality assurance measures
- Led a team of customer service representatives, ensuring KPIs and SLAs were met consistently
- Achieved a 25% pledge cancellation save rate for six consecutive months
- Played a key role in securing RM100 million in donations for Malaysias Emergency Appeal
Senior Customer Service Executive
TDCX (Singapore Airlines)
04.2018 - 10.2020
- Managed inbound calls for Singapore Airlines' KrisFlyer frequent flyer program
- Provided on-the-job training for new agents
- Assisted in floor management and service quality improvement initiatives
Team Leader Customer Service
Malaysia Airports Holdings
04.2017 - 03.2018
- Supervised KLIA2 airport customer service operations, assisting passengers including VIP travellers
- Coordinated bi-monthly emergency response exercises with airport fire departments and security teams
- Contributed to higher Airport Service Quality (ASQ) survey scores
Service Team Leader
Rentokil Initial Sdn Bhd
02.2013 - 03.2017
- Led a team of service technicians, ensuring high-quality pest control services
- Conducted monthly performance reviews and training sessions
- Awarded Employee of the Month five times for excellence in service compliance and attendance
Education
Bachelor of Mass Communication (Hons) - Public Relations
Universiti Teknologi MARA (UiTM)
Skills
Customer Service & Experience Management
Call Centre Operations & Process Improvement
Service Quality & SLA Compliance
Customer Retention & Escalation Management
Standard Operating Procedures (SOP) Development
Data Analytics & Performance Optimization
Team Leadership & Training
CRM Systems (Salesforce, Zendesk, Freshdesk)
Stakeholder & Client Relationship Management
Microsoft Office Suite (Excel, Word, PowerPoint)
Customer Service Tools (Live Chat, Helpdesk Ticketing Systems)
Staff mentoring & Team management
Certification
Lean Six Sigma Workshop Process Improvement & Quality Management
Personal Information
- Date of Birth: 03/05/82
- Nationality: Malaysian
Interests
Leadership Experience
- CHAIRMAN – RESIDENT ASSOCIATION
Elmina Green 4 & 5, Shah Alam | 2024 – Present
Lead a community of residents, fostering a strong, inclusive, and well-connected neighborhood.
Oversee community development initiatives, security enhancements, and public engagement activities.
Collaborate with local authorities, stakeholders, and service providers to improve infrastructure and amenities.
Successfully organized community events, such as the annual Bubur Lambuk project, implementation of RFid boom gate and strengthening community ties.
Spearheaded initiatives to enhance safety, communication, and overall resident well-being.
Timeline
Customer Care Manager
Iscada Net Sdn Bhd
02.2022 - Current
Team Leader Call Centre
UNICEF
11.2020 - 01.2022
Senior Customer Service Executive
TDCX (Singapore Airlines)
04.2018 - 10.2020
Team Leader Customer Service
Malaysia Airports Holdings
04.2017 - 03.2018
Service Team Leader
Rentokil Initial Sdn Bhd
02.2013 - 03.2017
Bachelor of Mass Communication (Hons) - Public Relations
Universiti Teknologi MARA (UiTM)