MOHD KHAIRUL HAMIM
Shah Alam, Selangor,Selangor Darul Ehsan
Summary
Adept at enhancing customer satisfaction and streamlining service operations, I leveraged my expertise in customer relationship management at Hong Leong Bank Berhad. My proactive approach in mentoring and collaborating with teams led to significant improvements in service quality and customer engagement, contributing to a positive shift in customer feedback scores.
Successful Customer Service Executive with 25 years of experience addressing customer requests and concerns. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic handling difficult situations through resourcefulness and adaptability.
Overview
26
26
years of professional experience
Work History
Customer Service Executive
Hong Leong Bank Berhad
10.2006 - Current
- Escalated critical customer issues to supervisor to avoid lost revenue .
- Collaborated with cross-functional teams to improve overall customer experience within the company.
- Promptly responded to inquiries and requests from prospective customers.
- Resolved customer billing errors by researching issues in system, asking open-ended questions, and determining root causes of problems.
- Described product and service details to customers to provide information on benefits and advantages.
- Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
- Contributed towards improving overall customer feedback scores by consistently delivering high-quality service experiences.
- Coached and mentored junior team members, contributing to their professional growth and development.
Customer Service Officer
RHB Bank Berhad
06.1999 - 09.2006
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
- Provided constructive feedback to peers and management on potential process improvements, aiding continuous enhancement of service quality.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
Education
DIPLOMA - DIPLOMA IN BANKING STUDIES
UNIVERSITI TEKNOLOGI MARA
11-1998
Skills
- Team collaboration
- Customer engagement
- Customer relationship management
- Complaint handling
- Queue management
- Microsoft office
Timeline
Customer Service Executive
Hong Leong Bank Berhad
10.2006 - Current
Customer Service Officer
RHB Bank Berhad
06.1999 - 09.2006
DIPLOMA - DIPLOMA IN BANKING STUDIES
UNIVERSITI TEKNOLOGI MARA
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