Muhamad Daniel
Real Time Analyst, Workforce Management
Cyberjaya,10
Summary
Experienced Real Time Analyst with a proven track record of optimizing operational efficiency and resource utilization. Skilled in monitoring and managing real-time service levels, identifying trends, and implementing strategies to ensure timely and accurate performance. Strong analytical and problem-solving abilities, coupled with a dedication to improving overall team performance and customer satisfaction. Looking to leverage expertise in a dynamic organization that values data-driven decision-making and operational excellence To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
5
5
years of professional experience
Work History
Real Time Analyst
Concentrix
08.2023 - Current
- Manage call volume, daily attendance and program break schedules
- Assist with creation of metrics and targets for services
- Work closely with operations team to analyze and help improve their delivery processes
- Produce daily, biweekly and monthly internal reports
- Use trends and reports to forecast requirements
- Assist with projects and other duties as requested or assigned.
- Maximized agent adherence to schedule by implementing real-time adjustments based on call volume fluctuations.
- Increased operational efficiency with thorough analysis of key performance indicators and implementation of best practices.
Creators Concierge Support
Concentrix
02.2022 - 08.2023
- Assist content creators with issues around the well-being of their account
- Do background checking on the eligibility for monetization
- Assist high profile account holders with monetization payouts.
- Addressed customer inquiries with timely and professional responses via phone, email and in-person interactions.
- Maintained front desk's concierge book to provide visitors with access to relevant local information.
Business Concierge Support
Concentrix
08.2021 - 01.2022
- Handled customer inquiries, complaints, and concerns in a timely and professional manner
- Demonstrated excellent communication skills, both verbal and written
- Acted as a liaison between customers and internal departments with advertising accounts
- Provided beneficial features to advertisers and educating them on that feature that could assist or better improve their advertising experience on Facebook.
- Addressed customer inquiries with timely and professional responses via phone, email and in-person interactions.
- Maintained front desk's concierge book to provide visitors with access to relevant local information.
Customer Service
Brandt International
04.2020 - 06.2021
- Developed strong customer relations by providing timely and accurate information and solutions to customer inquiries
- Assisted customers with product selection, product orders, and product returns
- Exceeded customer service expectations by going above and beyond to ensure customer satisfaction
- Utilized problem-solving skills to quickly and effectively resolve customer complaints.
- Maximized client retention through exceptional customer service and timely followups.
- Improved store reputation by consistently offering exceptional customer service experiences.
Asset Management Officer
Asian Development Bank
02.2019 - 01.2020
- Successfully maintained records of assets and inventory to ensure accuracy and completeness
- Ensured timely and accurate reporting of asset management data and metrics
- Trained and advised on asset management best practices and procedures
- Implemented an inventory tracking system, resulting in improved asset management and cost savings.
Education
Diploma in Management With Multimedia - Business Management
Multimedia University
Kuala Lumpur, Malaysia 06.2017 - 06.2017
Skills
Customer Service
Microsoft Office
Analytical Skills
Communication Skills
Pivot Tables
Microsoft Excel
Teamwork and Collaboration
Computer Skills
Team Management
Staffing Adjustments
Queue management
Workforce Software
Hobby
Basically I have a group of riders from our workshop that likes to organize group rides every weekend or so. Mostly consist of Harley Owner Group Riders and we tend to go out riding and eat in some local famous place in a different state. Each time a bit further. The furthest I have the pleasure of going was in Thailand.
Timeline
Real Time Analyst
Concentrix
08.2023 - Current
Creators Concierge Support
Concentrix
02.2022 - 08.2023
Business Concierge Support
Concentrix
08.2021 - 01.2022
Customer Service
Brandt International
04.2020 - 06.2021
Asset Management Officer
Asian Development Bank
02.2019 - 01.2020
Diploma in Management With Multimedia - Business Management
Multimedia University
06.2017 - 06.2017
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