MUHAMMAD AKMAL MOKTAR
Senior Executive Customer Service
Ara Damansara
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
9
9
years of professional experience
3
3
Languages
Work History
Senior Executive Customer Service
Doctor Anywhere Malaysia
10.2025 - Current
- Act as the main point of contact for customers via phone, email and chat, responding to their questions, concerns, and requests professionally.
- Provide accurate information about services, health insurance policies, and procedures.
- Troubleshoot issues and work with internal teams to resolve customer problems.
Tik Tok Customer Service
Teleperformance Malaysia
07.2024 - Current
- Responsible for providing high-quality customer support to TikTok users, addressing queries, concerns, and issues through multiple communication channels, including email and chat.
- The role involves resolving technical issues, moderating content, and ensuring user safety while maintaining TikTok's guidelines and policies.
DATA ANALYST & TESTING SUPPORT
Batik Air Malaysia
11.2023 - 07.2024
- Assisting in compiling and analyse fares and taxes before it will be loaded to ATPCO system.
- Support the Distribution Team in doing SABRE testing for new features and system enhancements before it can be implement in the Production Environment.
PROCESS ASSOCIATE
IGT Solutions Pvt Ltd
03.2021 - 10.2023
- Addressed customer inquiries via email, telephone calls and chat and providing prompt response or follow-up pertaining the flight ticketing and reservations.
- Worked successfully with diverse group of coworkers (Japanese, Korean and Thai Agent) to accomplish goals and address issues related to our products and services.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
EXECUTIVE DISTRIBUTION AND OPERATIONAL SUPPORT
Batik Air Malaysia
08.2019 - 11.2020
- Subject Matter Expert (SME) on airline Reservations and ticketing, I supported the Distribution team on new product and feature implementations on all Batik Air's direct sales channels (B2C and B2B web portal, mobile app, call center and ticketing offices.
- Led and executed system testing for all new feature implementations on Batik Air's B2C and B2B web portal and mobile app. Also provided support to Interline team on airline- to-airline system testing.
- Provided support to internal customers (call center, sales, and finance etc.) for any matters related to system and product knowledge.
- Led the investigation and resolution of the issues raised by other internal customers.
TEAM LEADER CALL CENTER, BATIK AIR
Batik Air Malaysia
08.2016 - 11.2020
- Led a team of call center agents in daily operations, attending to the escalation calls related to sales and inquiries and provided assistance to agents resolving issues raised by customers.
- Conducted training programs to keep the team current on product knowledge and follow best practices.
Education
Bachelor of Arts - Psychology
International Islamic University Malaysia
Kuala Lumpur, Malaysia08.2012
Skills
Microsoft Office
Airline Customer Service
SITA Reservation System
Zendesk
Timeline
Senior Executive Customer Service
Doctor Anywhere Malaysia
10.2025 - Current
Tik Tok Customer Service
Teleperformance Malaysia
07.2024 - Current
DATA ANALYST & TESTING SUPPORT
Batik Air Malaysia
11.2023 - 07.2024
PROCESS ASSOCIATE
IGT Solutions Pvt Ltd
03.2021 - 10.2023
EXECUTIVE DISTRIBUTION AND OPERATIONAL SUPPORT
Batik Air Malaysia
08.2019 - 11.2020
TEAM LEADER CALL CENTER, BATIK AIR
Batik Air Malaysia
08.2016 - 11.2020
Bachelor of Arts - Psychology
International Islamic University Malaysia
References
- Khemjira, Khamkhun, SME ZIPAIR, khemjira.khamkhun@igtsolutions.com, 0149546562, IGT Solutions Pvt Ltd
- Anita, Ismail, Interline Manager, anita.ismail@malindoair.com, 0133189977, Batik Malaysia
REWARD & RECOGNITION
Best Customer Centricity ZIPAIR- 2023
AVAILABILITY
1 month notice