MUHAMMAD SYAMIM BIN ABDUL RAMAN
Overview
12
12
years of professional experience
15
15
years of post-secondary education
Work History
Quality Assurance Team Lead
Ninja Logistics (M) Sdn Bhd
02.2022 - Current
- Lead the QA team in reviewing customer interactions (phone, email, chat, in-person) to ensure compliance with service standards.
- Manage escalated customer complaints, identify recurring issues, and drive corrective actions.
- Develop and maintain QA tools, like scorecards, checklists, and performance metrics.
- Provide feedback, coaching, and training to customer service agents to support ongoing improvement.
- Work with operations, training, and management teams to resolve systemic issues and improve the customer experience.
- Maintain accurate QA records, including audits, feedback, and action plans.
- Stay updated on products, service trends, and regulations to guide QA practices.
- Analyze QA data to identify trends, report insights, and recommend improvements to leadership.
Quality Assurance Specialist
Ninja Logistics (M) Sdn Bhd
08.2018 - Current
- Investigate and resolve customer complaints by identifying root causes, and suggesting service improvements.
- Review and process orders and requests accurately, ensuring compliance with quality standards.
- Maintain a positive and professional attitude in all customer interactions to support brand reputation.
- Work with customer service, operations, and QA teams to resolve issues, and improve service.
- Keep detailed records of customer interactions and resolutions for performance tracking.
- Stay up to date on products, services, policies, and procedures to ensure consistent support.
- Help monitor service performance, identify trends, and support training or process improvements.
Customer Service Representative
Ninja logistics (M) Sdn Bhd
05.2017 - 08.2018
- Handle customer logistics issues or complaints by coordinating with relevant departments and ensuring timely updates and solutions.
- Accurately process and manage orders, shipping documents, returns, and related logistics requests.
- Maintain a professional, empathetic attitude when interacting with customers, even under pressure.
- Collaborate with warehouse, transportation, and supply chain teams to ensure smooth order fulfillment and quick issue resolution.
Customer Care Officer
Sudong Sdn Bhd
10.2016 - 05.2017
- Answer inbound call from Singtel customer.
- Upsell products and services
- Complete call logs and reports
- Provide customers with product and service information.
Customer Service Representative
Vads Berhad
10.2013 - 10.2016
- Handling complaint cases from call centre.
- Manage order processing cycle with other departments
- Helping customers to resolve any post-sales issues
Internship
National Sports Institute of Malaysia
04.2013 - 06.2013
- Talent Identification
- Data Entry
- Fitness Test
- Sports Event
Education
Other - Sports Studies
Uitm Jengka
Pahang 11.2011 - 10.2013
High school or equivalent - SPM
Sekolah Menengah Sains Selangor
Kuala Lumpur 01.2006 - 12.2010
None - UPSR
Sekolah Kebangsaan Taman Putra Perdana
01.2000 - 12.2007
Skills
- Google doc
- Quality Control
- Quality Management
- 3cx
- Salesforce
- Zendesk
- Google presentation
- Google sheet
- Google doc
Timeline
Quality Assurance Team Lead
Ninja Logistics (M) Sdn Bhd
02.2022 - Current
Quality Assurance Specialist
Ninja Logistics (M) Sdn Bhd
08.2018 - Current
Customer Service Representative
Ninja logistics (M) Sdn Bhd
05.2017 - 08.2018
Customer Care Officer
Sudong Sdn Bhd
10.2016 - 05.2017
Customer Service Representative
Vads Berhad
10.2013 - 10.2016
Internship
National Sports Institute of Malaysia
04.2013 - 06.2013
Other - Sports Studies
Uitm Jengka
11.2011 - 10.2013
High school or equivalent - SPM
Sekolah Menengah Sains Selangor
01.2006 - 12.2010
None - UPSR
Sekolah Kebangsaan Taman Putra Perdana
01.2000 - 12.2007
Similar Profiles
Mohd Noor Bin Mohamed HashimMohd Noor Bin Mohamed Hashim
Region Head - Last Mile Operation at Ninja Logistics (M) Sdn. Bhd.Region Head - Last Mile Operation at Ninja Logistics (M) Sdn. Bhd.
NOR SYAFIKA BINTI CHE RODINOR SYAFIKA BINTI CHE RODI
Receptionist at NINJA VAN LOGISTICS SDN BHDReceptionist at NINJA VAN LOGISTICS SDN BHD
SRI MONISHA SUBRAMANIAMSRI MONISHA SUBRAMANIAM
Branch Supervisor at Ninja Logistics Sdn. Bhd.Branch Supervisor at Ninja Logistics Sdn. Bhd.
Matthew GenestMatthew Genest
Quality Assurance Team Lead / Quality Assurance Analyst at BM TechnologiesQuality Assurance Team Lead / Quality Assurance Analyst at BM Technologies
Samantha ChelleySamantha Chelley
Inventory Control/Quality Assurance Team Lead at Shimano North America Holding Co.Inventory Control/Quality Assurance Team Lead at Shimano North America Holding Co.