Muhamad Saiful Nizam Bin Mohamad
Professional Customer Experience
Kuala Lumpur
Summary
A detail-oriented team player with strong organizational skills. Ability to handle multiple tasks simultaneously with a high degree of accuracy that brings the professional impact to team members and company. Knowledgeable and dedicated customer service professional with extensive experience in Insurance industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
10
10
years of professional experience
Work History
Customer Advisor
Etiqa Insurance & Takaful Berhad
9 2021 - Current
- Responsible to deliver high quality standards and service level to serve customers across all channels including walk in, Zoom virtual, email, and Live Chat that aligns with company's guidelines.
- Handle all complaints within stipulated timeline as well as investigate root cause analysis to ensure recovery is managed professionally.
- To conduct/gather the surveys and collect the feedback from customers for improvements process via video conference and walk in customers
- Perform customer metric with tNPS analysis and help to measure the improvements and actions to materially uplift increase the performance of Customer Satisfaction (CSAT).
- Lead the weekly Retro that focus on productions, sharing the ideas, issues and solution for team members to focus on CX journeys.
- Analysis the root cause and customer's feedback with onwards recommendation of preventive and corrective actions to reduce the recurrence issues.
- Collaborate with all stakeholders to smoothen the process and issues that arise and support inter-department in identifying service process and improvements.
- Involvement in the projects - FCR, Maverick, Cherry.
- Perform weekly reporting to measure the proactivity of the individual is on track. This includes, eCRM toolbox, escalation, pending cases and etc is resolved within the timeline.
- Take part in UAT testing.
- Perform quality analysis (QA) that aligns with the M25+ to ensure customer's satisfactions are our top notch.
- Manage team schedules to ensure the movements of employees are on track.
Senior Customer Executive (Customer Improvements and Escalation)
Fatberry Sdn Bhd
2020.02 - 2021.08
- Provide customers with the multiple motor quotation that align with their budget.
- To continuously attend to escalations/feedbacks/complaints routed to corporate emails / snail mails / Facebook / livechat as per agreed service level and maintain a high competitive standard of Customer Service expectations.
- To provide the overall improvement and strategies to team members and maintain high level of excellence for customer experience (CX) journeys
- To convert the Social Media leads into sales and assist customer for Motor Insurance quotation (manual request) through Social Media platform in both Facebook Post and Messenger, Instagram, Email, Whatsapp and Live Chats
- Ensure that all requests and enquiries are attended prudently/consistent with highest quality and in accordance to all regulatory and corporate requirements
- Handle all complaints within the stipulated timeline and in accordance with relevant guidelines
- Assist in blasting adhoc servicing notifications to customers/follow up sales leads and generate the leads through social media platforms
- Ensure completeness in capturing customer's complaint and compliant with mandated turnaround times
- Ensure that customers' complex queries and issues are worked on and resolved in a timely manner and with utmost accuracy
- Maintain good relationship and interact effectively with all levels of employees across the company (including regulators and other liaisons) and build strong relationships with all relevant stakeholders.
Team Leader / Senior Executive (Operation & Customer Experience Support)
Hostel Hunting Sdn Bhd
2018.10 - 2020.04
- Delegate tasks and set deadlines to team members
- Oversee day-to-day operation (Rental Collection/Complaint/Maintenance Issue/ Cleaning/Refund/Payout)
- Develops strategies to promote team member adherence to company regulations and performance goals
- Supports team manager and performs management duties when manager is absent or out of office
- Provides encouragement to team members, including communicating team goals and identifying areas for new training or skill checks
- Conducts team meetings to update members on best practices and continuing expectations
- Generates and shares comprehensive and detailed reports about team performance, mission-related objectives, and deadlines
- Provides quality customer service, including interacting with customers, answering customer enquiries, and effectively handling customer complaints through various platform such as Email, Whatsapp, Live Chat, Community App, Facebook, Twittter and Instagram
- Provide effective and efficient operational/support services to address the concern of customers/tenants including pre move-in, move-in/out, rental calculation/collection, tenancy renewal/extension, maintenance, deposit refund, complaints and others related services as per Standard Operation Procedure (SOP)
- Ensure all customers are well briefed on all the relevant tenancy information and house rules during their move in and during their stay
- Ensure rental collection in a timely manner and deposit is refunded within 30 days from the move out date
- Conduct periodic survey on quarterly basis (covering pre move-in, move-in, tenancy period, and move-out) to address the needs and concerns of customers and to improve/enhance tenant's experience
- Resolve all cases related to customer emergency helpline/hotline ensuring prompt assistance and support is rendered in a timely manner as per SOP
- Provide occupancy report on a daily, weekly and monthly basis
- Handle all correspondence and communication with customer, owners, management office promptly and efficiently.
Operation Executive & Customer Support
Vcash Sdn Bhd
2016.10 - 2018.09
- To support the operation across the company's business and transactions, interact with agents/merchants about company's products - E-wallet transfer, JOMPAY, Wisepay (Reload/Bill Payments/International Reload)
- To respond promptly to customer inquiries across the platform such as e-mail, live chats, Whatsapp and calls.
- To ensure cancellation & refund is performed on time.
- To provide the solution that arise by agents and customers related to e-wallet transaction & guide with the technical troubleshooting.
- To conduct the merchant/agents agreements and liaise with agents on the application status and verification.
- Create agents/merchants account in database.
- Generate transaction report for merchant/sales team on a daily basis.
- Monitor transaction flow/fraud/cancellation/refund.
- To respond to the branches for refund and cancellation request.
Customer Service Executive
Astro Broadcast Network System
2014.05 - 2016.10
- Manage large amount of inbounds and outbound calls in a timely manner
- Follow communication "scripts" when handling different topics
- Identify customers' needs, clarify information, research every issue and provide solutions and/or alternatives
- Seize opportunities to upsell products when they arise
- Build sustainable relationships and engage customers by taking the extra mile
- Keep records of all conversations in our call center database in a comprehensible way
- Mentor-mentee for newbies - provide them a coaching, training, QA session and lead the team when Manager is absent
- To respond promptly to customer inquiries through various platform such as e-mail, live chats, and outbound
- To complete ad hoc assigned by HOD/WFM.
Education
Bachelor of Science in Culinary Arts Management -
Universiti Teknologi Mara (UiTM)
Skills
Customer Centric
Adaptability
Leadership
Problem-Solving
Self Motivation
Active Listening
Team building
Expected Salary
To be negotiated during interview.
Languages
Malay
Proficient
C2
English
Proficient
C2
References
- Angelica Lee, Operation Manager, Fatberry Sdn Bhd, 0169264052
- Johari Ahmad Ismail, Operation Manager, Hostel Hunting Sdn Bhd, 0122382911
Timeline
Senior Customer Executive (Customer Improvements and Escalation)
Fatberry Sdn Bhd
2020.02 - 2021.08
Team Leader / Senior Executive (Operation & Customer Experience Support)
Hostel Hunting Sdn Bhd
2018.10 - 2020.04
Operation Executive & Customer Support
Vcash Sdn Bhd
2016.10 - 2018.09
Customer Service Executive
Astro Broadcast Network System
2014.05 - 2016.10
Customer Advisor
Etiqa Insurance & Takaful Berhad
9 2021 - Current
Bachelor of Science in Culinary Arts Management -
Universiti Teknologi Mara (UiTM)
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