Muhamad Faris Rizuan Samsudin
Customer Service Executive Team Lead
Kuala Lumpur
Summary
With a proven track record at TDCX Malaysia, I excel in enhancing customer satisfaction and loyalty through exceptional service and active listening. My leadership and project management skills have significantly improved team performance and first call resolution rates, showcasing my ability to drive results and foster collaborative team environments.
Overview
15
15
years of professional experience
3
3
Languages
Work History
Customer Service Lead
TDCX Malaysia - Samsung Galaxy Project
09.2022 - Current
- Led and supervised a team of inbound customer service representatives, fostering a positive and collaborative work environment.
- Provided coaching, mentoring, and regular feedback to team members to enhance their skills, performance, and professional development.
- Greeted customers and listened closely to problems described to determine solutions.
- Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
- Resolved customer service issues using company processes and policies and provided updates to customers.
Customer Service Subject Matter Expert
TDCX Malaysia - Samsung Galaxy Project
03.2020 - 08.2022
- Served as a primary point of contact and subject matter expert for complex inbound customer inquiries across various channels (phone, email, chat).
- Increased first-contact resolution rates through proactive problem-solving and clear communication strategies.
- Provided in-depth product knowledge, troubleshooting guidance, and policy interpretations to resolve intricate customer issues effectively.
- Independently handled escalated customer situations, demonstrating advanced problem-solving and negotiation skills to achieve positive outcomes.
- Consistently exceeded customer expectations by providing expert-level support and personalized solutions.
Customer Service Executive
TDCX Malaysia - Samsung Galaxy Project
05.2017 - 03.2020
- Handled incoming customer inquiries via phone
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Fostered a positive work environment that encouraged collaboration and teamwork among employees.
- Increased first call resolution rates, reducing the need for follow-up calls and improving customer satisfaction.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
Customer Service Monitoring (CMS)
TYCO (ADT Services Sdn Bhd)
08.2013 - 05.2017
- Handling inbound calls for customer using alarm system ADT
- Pickup alarm customer and inform customer about their alarm status
Customer Service Executive (CSE)
VADS Berhad
07.2010 - 08.2013
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Managed high volume of inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues.
Education
High School Diploma -
IBS COLLEGE
Miri, Sarawak 04.2001 -
Skills
Customer Service
Active Listening
Product Knowledge
Project Management
Team motivation
Leadership skills
Timeline
Customer Service Lead
TDCX Malaysia - Samsung Galaxy Project
09.2022 - Current
Customer Service Subject Matter Expert
TDCX Malaysia - Samsung Galaxy Project
03.2020 - 08.2022
Customer Service Executive
TDCX Malaysia - Samsung Galaxy Project
05.2017 - 03.2020
Customer Service Monitoring (CMS)
TYCO (ADT Services Sdn Bhd)
08.2013 - 05.2017
Customer Service Executive (CSE)
VADS Berhad
07.2010 - 08.2013
High School Diploma -
IBS COLLEGE
04.2001 -
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