MOHD NAZRI BIN ABU BAKAR
Sen Customer Service
Ampang,Selangor
Summary
NAZRI is an experienced Customer Service Executive in the retail industry, specializing in after-sales service and warranty support for local and international household electrical products. He liaises with international product principals to coordinate pricing, spare parts, and shipments while ensuring smooth after-sales support for customers.
His responsibilities include:
Handling customer inquiries and complaints via email, inbound calls, and live chat.
Providing product functionality information and guiding customers through troubleshooting.
Managing warranty claims, sourcing spare parts, and ensuring timely repairs.
Preparing monthly reports on international product warranty claims and product issues.
Monitoring repair and service timelines and updating reports for returned products under investigation.
Assisting customers with order purchases, shipment processing, and technical support.
NAZRI also has a strong background in customer service management, previously serving as a Team Leader in a Customer Service Centre and in sales support, where she ensured that sales targets were met. She has handled high-end cases, including corporate accounts, VVIP customers, and MCMC-related complaints for
Overview
21
21
years of professional experience
4
4
years of post-secondary education
2
2
Languages
Work History
Customer Service Executive | After-Sales & Warranty Specialist
Katrin BJ Sdn Bhd
04.2023 - Current
- Oversee after-sales service operations for both local and international household electrical products
- Handle warranty claims, ensuring compliance with brand policies and warranty terms
- Track and process repair and replacement requests, ensuring timely resolutions
- Coordinate with technicians and warehouse teams to source and deliver spare parts efficiently
- Monitor and ensure repairs and services are completed within the designated timeframe
- Assist customers through various channels, including email, inbound calls, and live chat
- Provide accurate product functionality information and troubleshoot customer issues
- Guide customers through the order purchase process and ensure smooth shipment processing
- Address and resolve customer complaints, ensuring high levels of customer satisfaction
- Coordinate pricing and spare parts procurement with international product manufacturers
- Manage shipments of spare parts and product replacements
- Ensure compliance with international service agreements and brand policies
- Prepare monthly reports for international product warranty claims and service operations
- Maintain and update reports on returned products under investigation
- Track spare parts availability and coordinate with warehouse teams to prevent stock shortages
- Report rare and complex electrical product issues to the brand manager
- Work closely with technicians to analyze recurring product defects and escalate concerns to manufacturers
- Support continuous improvement initiatives by providing feedback on product performance
Customer Service Executive
Harvey Norman (Elitetrax Marketing Sdn Bhd)
12.2022 - 03.2023
- Supervise assigned country teams of Customer Service Assistants
- Handle inbound and outbound communications with priority for online channels (i.e Live Chats and written correspondence)
- Handle Case Escalations by working with internal stakeholders to resolve issues
- Manage customer expectations, with clear and timely communication
- Ensure accurate and clear information is always being communicated to the customers, on our products and services as well as other related queries from customers
- Ensure all customer interactions are updated promptly into the ticketing system
- Administers, processes and authorizes warranty claims, based on the manufacturer's/supplier's criteria
- Responsible for processing exceptional or contentious claims
- Works closely with the bodywork and after-sales departments and provides internal personnel with information on all warranty matters
Team Leader Customer Service Centre
Astro Group
09.2009 - 09.2022
- Supervised and led a team of customer service and sales support representatives
- Provided coaching, training, and performance evaluations
- Motivated the team to achieve service, complaint resolution, and sales targets
- Managed shift schedules and workload distribution efficiently
- Prepared weekly and monthly inventory reports to track stock levels and minimize shortages or overstock
- Generated weekly and monthly sales reports for the regional branch manager, analyzing sales performance and trends
- Provided data-driven recommendations to improve sales strategies and inventory management
- Monitored staff KPIs, including customer service response times, complaint resolution rates, and sales conversion rates
- Ensured the team met and exceeded branch sales targets
- Conducted performance reviews and implemented corrective actions where necessary
- Managed corporate accounts and VVIP-tagged accounts, ensuring priority service and resolution
- Acted as a point of contact for MCMC (Malaysian Communications and Multimedia Commission), handling official complaints related to telecommunications and broadcasting
- Coordinated with internal legal, technical, and regulatory teams to address high-impact complaints
- Assisted customers with product recommendations, cross-selling, and upselling
- Trained the team on sales techniques to improve conversion rates
- Processed orders, managed corporate account billing, and handled after-sales support for premium clients
- Monitored branch performance metrics such as sales growth, customer retention, and product demand
- Provided reports and insights to the regional branch manager for strategic decision-making
- Ensured strict compliance with company policies and regulatory guidelines
- Managed confidential customer data with integrity and professionalism
Customer Service Executive at Call Centre
Astro Group
03.2006 - 08.2009
- Manage large amount of walk-in customer
- Generate sales leads
- Build sustainable relationship and trust with customer account through open and interactive communication
- Handle customer complaint, provide appropriate solutions and alternatives within the time limits, follow up to ensure resolution
- Keep records of customer interactions
- Project in Charge in revising Workflow, Policy and Procedure instruction
- Take the extra mile to engage customers
- Open and maintain customer accounts by recording account information
Front Office and Business Centre Executive
Grand Blue Wave Hotel
01.2004 - 01.2006
- Reporting to front office manager/management and assisting with administrative task
- Answering phone calls and forwarding calls to respective departments
- Scheduling and confirming appointments, meeting, and events
- Greeting and assisting visitors in a professional and friendly manner
- Handling enquiries and sorting mail
- Keeping track of office supplies and placing orders and replacements
Skills
Microsoft Word
Education
Bachelor of Art (Hons) - Anthropology and Sociology
01.2000 - 04.2004
- Grade : 2nd Class Upper
- GPA: CGPA : 3.22 out of 4.00
Sijil Tinggi Pelajaran Malaysia (STPM) - Art
GPA: Grade: 5 Principles
Sijil Pelajaran Malaysia (SPM) - Science
GPA: Grade : 2nd Grade
Accomplishments
- Finalist the Best Employee of the Year, Grand Blue Wave Hotel Shah Alam, 2005
- Nominated as the Best Employee voted out by Guest, Grand Blue Wave Hotel Shah Alam, 2005
- Runner Up in Product Knowledge Assessment, Astro, 2006
- Top Scorer in Product Knowledge Assessment, Astro, 2007
- Top CSO in Customer Service Department, Astro, 2006/2007
- Project in Charge in revising Workflow, Policy and Procedure instruction for Customer Management Department, Astro, 2007
- Recognition for being complimented by Subscriber for excellent service rendered, Astro, 2007
Additional Information
Have been described as animal lover, and I enjoy meeting and interact with people., Prefer to work in an organized environment, where performance can be measured with some accuracy. Would like to think that I am an ambitious person, yet realistic about my chances of completing a task successfully., Mentored associates on a one-on-one basis to review KPIs and account results. Created development plans that improved performance-to-goal by up to 150%., Negotiated with clients to resolve account delinquencies, earning client trust while maintaining company loyalty.
Personal Information
Age: 46
Job Preference - Expected Salary
MYR 5,000.00 & Above
Timeline
Customer Service Executive | After-Sales & Warranty Specialist - Katrin BJ Sdn Bhd
04.2023 - Current
Customer Service Executive - Harvey Norman (Elitetrax Marketing Sdn Bhd)
12.2022 - 03.2023
Team Leader Customer Service Centre - Astro Group
09.2009 - 09.2022
Customer Service Executive at Call Centre - Astro Group
03.2006 - 08.2009
Front Office and Business Centre Executive - Grand Blue Wave Hotel
01.2004 - 01.2006
National University of Malaysia (UKM) - Bachelor of Art (Hons), Anthropology and Sociology
01.2000 - 04.2004
Sekolah Menengah Kebangsaan Mersing - Sijil Tinggi Pelajaran Malaysia (STPM), Art
Sekolah Menengah Kebangsaan Ungku Hussin - Sijil Pelajaran Malaysia (SPM), Science
Similar Profiles
THILAGAWATI SUBRAMANIAMTHILAGAWATI SUBRAMANIAM
Retail Store Manager - Multiple Store at Katrin BJ Sdn Bhd (Specialty Stores)Retail Store Manager - Multiple Store at Katrin BJ Sdn Bhd (Specialty Stores)
Zabihullah HAQJOOZabihullah HAQJOO
Sales Consultant at Katrin Bj Sdn BhdSales Consultant at Katrin Bj Sdn Bhd
Mohamad Shukri Bin RamliMohamad Shukri Bin Ramli
Senior Retails at Plantex-Plant Based Supply Chain Sdn BhdSenior Retails at Plantex-Plant Based Supply Chain Sdn Bhd
Nurul Asyikin RazakNurul Asyikin Razak
Staffnurse at Tawakal MedicareStaffnurse at Tawakal Medicare
S. Sathiyasilan SubramaniamS. Sathiyasilan Subramaniam
Manager at Standard Chartered Global Business Services SDN BHDManager at Standard Chartered Global Business Services SDN BHD