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