Mohd Syafi Sabarudin
Customer Care Associate
Federal Territory Of Kuala Lumpur
Summary
Experienced customer-oriented professional with a strong ability to efficiently prioritize tasks and handle various financial products, such as credit cards, debit cards, CASA products, personal loans, and dispute resolution. Seeking the position of Customer Representative to utilize exceptional skills in handling high volume calls, negotiation, and conflict resolution in a courteous and professional manner.
Overview
4
4
years of professional experience
4
4
years of post-secondary education
3
3
Languages
Work History
Client Care Executive
Wisma Standard Chartered Bank
08.2022 - Current
- Handling live chats and inbound calls
- Managed 2 live chats concurrently and aims for First Contact Resolution
- Promotes cross sells of banking products
- Handled with over 50 chats per day to achieve Service Level Agreement (SLA)
- Handled inbound calls quickly and effectively by identifying financial needs on the service calls and provide relevant solutions
- Promote cross sells of all banking products including Credit Cards, Credit Cards Installment Loan, Current and Saving Accounts
- Effective use of system by navigate through multiple screens and applications while ensuring clients' inquiries are addressed and solved within Service Level Agreement (SLA)
- Fast-paced environments with over 60 calls per day and flexibility in adapting to changes in system, procedures and changes in skill set based on business needs
Associate-Customer Support (Adidas SEA)
Tech Mahindra ICT Services (Malaysia) SDN. BHD.
08.2021 - 06.2022
- Managed inbound & outbound calls, emails, Facebook messenger, and live chats
- Assist customers with products selections and suggest products options that are available
- Answering inquiries regarding refunds, damaged parcels, and incomplete and wrong orders
- Update customer and transaction information in the customer service database after each customer contact
- Follow-up on previous pending customer questions, escalate to higher tiers / 3rd parties when appropriate
Internship Trainee (emb.arc project)
Petroliam Nasional Berhad (PETRONAS)
03.2021 - 05.2021
- Human resource department under PETRONAS emb.arc project
- Responsible for data migration of Deployment & Teaming team
- Actively contributed and performed tasks as required by the Data Migration team
Education
Bachelor of Applied Language Studies (Hons) - English for Intercultural Communication
Universiti Teknologi MARA
01.2018 - 01.2021
Foundation in Teaching English as a Second Language - undefined
Universiti Teknologi MARA
01.2017 - 01.2018
Skills
- Strong Verbal Skills
- Effective Team Collaboration
- Detail-Oriented Focus
- Dispute Resolution
- Collaborative Decision-Making
- Strong Written Communication
- In-Depth Product Knowledge
Timeline
Client Care Executive
Wisma Standard Chartered Bank
08.2022 - Current
Associate-Customer Support (Adidas SEA)
Tech Mahindra ICT Services (Malaysia) SDN. BHD.
08.2021 - 06.2022
Internship Trainee (emb.arc project)
Petroliam Nasional Berhad (PETRONAS)
03.2021 - 05.2021
Bachelor of Applied Language Studies (Hons) - English for Intercultural Communication
Universiti Teknologi MARA
01.2018 - 01.2021
Foundation in Teaching English as a Second Language - undefined
Universiti Teknologi MARA
01.2017 - 01.2018
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