Summary
Overview
Work History
Education
Skills
Timeline
Generic

Mohd Supiyan Yahya

Customer Service Representative
Kuala Lumpur

Summary

Proven leader in customer service, adept at complaint resolution and CRM software proficiency, I significantly enhanced customer satisfaction and loyalty at Maxis Broadband Sdn. Bhd. Leveraging active listening and technical support skills, I led teams to exceed service standards, achieving top performance metrics and fostering a customer-centric culture. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Overview

19
19
years of professional experience

Work History

Customer Service Representative

Maxis Broadband Sdn. Bhd.
03.2017 - Current
  • Handled customer inquiries and suggestions courteously and professionally.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Answered constant flow of customer calls with minimal wait times.
  • Responded to customer requests for products, services, and company information.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and company alike.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Updated account information to maintain customer records.
  • Processed customer service orders promptly to increase customer satisfaction.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Provided primary customer support to internal and external customers.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Utilized customer service software to manage interactions and track customer satisfaction.
  • Tracked customer service cases and updated service software with customer information.
  • Exceeded performance metrics consistently, earning recognition as top performer within team.
  • Fostered customer-centric culture within team by consistently reinforcing importance of empathy, understanding, and patience in all interactions with clients.
  • Developed customer service policies and procedures to meet and exceed industry service standards.
  • Streamlined call center processes for improved efficiency and reduced wait times.
  • Conducted training sessions for Customer Service Representatives on various aspects of job including soft skills development, product knowledge enhancement, and procedural updates.
  • Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into team.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Maintained up-to-date knowledge of product and service changes.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Trained new personnel regarding company operations, policies and services.
  • Implemented and developed customer service training processes.
  • Trained staff on operating procedures and company services.
  • Cross-trained and backed up other customer service managers.

Customer Service Team Manager

Scope International, Standard Chartered Bank
06.2010 - 12.2014
  • Developed and implemented customer service policies and procedures.
  • Resolved escalated customer complaints calmly and professionally, maintaining high levels of satisfaction among clients despite challenging situations.
  • Redesigned workflow processes within department, eliminating inefficiencies and redundancies in daily operations.
  • Conducted regular performance evaluations, providing constructive feedback to drive professional growth within team.
  • Promoted positive work environment by recognizing outstanding staff achievements regularly.
  • Collaborated with other departments to resolve complex customer issues effectively and efficiently.
  • Established cross-training opportunities for employees which led to better adaptability during fluctuations in workload demands.
  • Increased first-call resolution rates, streamlining processes to address customer issues quickly.
  • Enhanced communication skills within team through training sessions and role-playing exercises.
  • Implemented knowledge-sharing initiatives among team members that resulted in faster problem resolution times.
  • Developed strong relationships with key business partners, resulting in improved coordination and collaboration for seamless customer service delivery.
  • Led team of customer service representatives for increased productivity and overall efficiency.
  • Developed and implemented training programs for new hires, resulting in faster onboarding and higher retention rates.
  • Improved customer satisfaction ratings by addressing concerns promptly and providing effective solutions.
  • Implemented quality assurance measures, ensuring consistent levels of excellence in service delivery.
  • Reduced average call handling time with targeted coaching and performance monitoring.
  • Organized regular team meetings for open discussions about challenges faced in workplace, fostering collaborative atmosphere focused on continuous improvement strategies.
  • Trained and supervised team of customer service representatives in providing quality service to customers.
  • Evaluated customer service staff performance and provided constructive feedback.
  • Defined clear targets and objectives and communicated to other team members.
  • Shared incentive program that boosted employee morale and motivation, leading to improved performance metrics.
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.

Customer Service Officer

VFS (M) Sdn. Bhd.
03.2007 - 04.2010
  • Assisted call-in customers with questions and orders.
  • Responded to customer calls and emails to answer questions about products and services.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Maintained high level of product knowledge to effectively assist customers with accurate information and recommendations.
  • Counted cash drawers and deposits, checked supplies and completed any other required opening or closing task to facilitate smooth team operations.
  • Provided constructive feedback to peers and management on potential process improvements, aiding continuous enhancement of service quality.
  • Completed data entry to record call notes, suggestions and questions.
  • Developed strong rapport with customers, fostering loyalty and repeat business through personalized service.
  • Collaborated with team members to identify areas of improvement in processes, resulting in more efficient service delivery.
  • Managed escalated cases with diplomacy, skillfully negotiating resolutions that satisfied both customer and company interests.
  • Managed payments, updated account balances and discussed subsequent payments with customers to keep accounts on track.
  • Demonstrated adaptability in handling diverse clientele, effectively addressing their unique needs and expectations.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Updated account information to maintain customer records.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Developed customer service policies and procedures to meet and exceed industry service standards.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Educated customers about payment processing and support policies and procedures.
  • Delivered prompt service to prioritize customer needs.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Promptly responded to inquiries and requests from prospective customers.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.

Front Office Assistant

Novotel Kuala Lumpur City Centre
07.2006 - 01.2007
  • Enhanced customer satisfaction by promptly addressing inquiries and concerns at front desk.
  • Handled financial transactions accurately by processing payments, issuing receipts, and maintaining detailed records of all transactions.
  • Collaborated with team members to improve overall front office performance through consistent feedback and process improvement suggestions.
  • Directed phone inquiries, answered customer questions, and scheduled appointments.
  • Reviewed and updated customer information in database for accuracy.
  • Maintained professional and welcoming environment for clients, contributing to overall positive experience.
  • Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
  • Resolved conflicts professionally and efficiently, fostering a positive workplace atmosphere.
  • Completed visitor check-in processes by verifying insurance and submitting forms to nursing team.
  • Facilitated seamless communication between departments by routing calls and relaying messages accurately and in a timely manner.
  • Maintained transaction security by verifying payment cards against identification.
  • Updated client databases regularly while maintaining accuracy in contact details comprehensively.
  • Assisted clients with daily living needs to maintain self-esteem and general wellness.
  • Followed detailed directions from management to complete daily paperwork and computer data entry.
  • Remained solutions-oriented in face of complex problems to assist management and overall business direction.

Front Office Assistant

Impiana KLCC Hotel
07.2005 - 06.2006
  • Enhanced customer satisfaction by promptly addressing inquiries and concerns at front desk.
  • Handled financial transactions accurately by processing payments, issuing receipts, and maintaining detailed records of all transactions.
  • Collaborated with team members to improve overall front office performance through consistent feedback and process improvement suggestions.
  • Directed phone inquiries, answered customer questions, and scheduled appointments.
  • Reviewed and updated customer information in database for accuracy.
  • Maintained professional and welcoming environment for clients, contributing to overall positive experience.
  • Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
  • Resolved conflicts professionally and efficiently, fostering positive workplace atmosphere.
  • Completed visitor check-in processes by verifying insurance and submitting forms to nursing team.
  • Facilitated seamless communication between departments by routing calls and relaying messages accurately and in timely manner.
  • Maintained transaction security by verifying payment cards against identification.
  • Updated client databases regularly while maintaining accuracy in contact details comprehensively.
  • Assisted clients with daily living needs to maintain self-esteem and general wellness.
  • Followed detailed directions from management to complete daily paperwork and computer data entry.
  • Remained solutions-oriented in face of complex problems to assist management and overall business direction.

Education

Diploma - Business Administration And Management

Universiti Teknologi Malaysia
Kolej Yayasan Melaka
04.2001 -

Sijil Pelajaran Malaysia (SPM) -

Sekolah Menengah Kebangsaan Taman Keramat
Kuala Lumpur, Malaysia
04.2001 -

Skills

Customer Service

Timeline

Customer Service Representative

Maxis Broadband Sdn. Bhd.
03.2017 - Current

Customer Service Team Manager

Scope International, Standard Chartered Bank
06.2010 - 12.2014

Customer Service Officer

VFS (M) Sdn. Bhd.
03.2007 - 04.2010

Front Office Assistant

Novotel Kuala Lumpur City Centre
07.2006 - 01.2007

Front Office Assistant

Impiana KLCC Hotel
07.2005 - 06.2006

Diploma - Business Administration And Management

Universiti Teknologi Malaysia
04.2001 -

Sijil Pelajaran Malaysia (SPM) -

Sekolah Menengah Kebangsaan Taman Keramat
04.2001 -

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Mohd Supiyan YahyaCustomer Service Representative