MUHAMMAD HAFIZZI JAAFAR
RESERVATION EXECUTIVE
Kuala Lumpur,14
Summary
Customer-oriented Reservation Agent with over 10 years of experience in Customer Service. Hardworking with excellent telephone sales skills. Works to answer all guests questions via phone or email to reach positive outcomes. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
3
3
years of professional experience
2
2
Languages
Work History
Reservations Executive
Shangri-La Shared Services Sdn. Bhd.
05.2023 - Current
- Handled guest inquiries and complaints with professionalism, ensuring timely resolution and positive outcomes.
- Provided exceptional customer service over phone calls, and emails support for seamless reservations process.
- Developed productive working relationships with colleagues across departments for efficient coordination of guest needs.
- Resolved various issues and discrepancies for guests.
- Built strong relationships with corporate clients through attentive service and tailored reservation options.
Customer Service Advocate
YTL Communications Sdn. Bhd.
12.2021 - 04.2022
- Enhanced customer satisfaction by promptly addressing and resolving inquiries and issues.
- Developed comprehensive knowledge of company products and services to provide accurate information to customers.
- Collaborated with cross-functional teams to address complex customer issues and improve overall experience.
- Educated customers about network options and processed purchases.
- Participated in regular performance evaluations, consistently exceeding expectations in key metrics such as first-call resolution rate.
Education
No Degree - Personal And Culinary Services
SMK Padang Tembak
Kuala Lumpur, Malaysia 04.2001 -
Skills
Customer Engagement
Accomplishments
- Maintained a perfect QA score of 100% for both email and call interactions, as well as excelled in the Mystery Shopper Challenge, all within the established parameters.
Additional Information
I am a dynamic individual, committed to delivering excellence in every task I undertake. With a strong focus on customer satisfaction, I prioritize understanding and meeting the needs of our guests to ensure a positive experience. My approach to work is team-oriented, and I thrive in collaborative environments where I can contribute my skills and ideas while supporting my colleagues. I am proficient in working within a team setting and adept at adapting to the requirements of the role to achieve our collective goals effectively.
Timeline
Reservations Executive
Shangri-La Shared Services Sdn. Bhd.
05.2023 - Current
Customer Service Advocate
YTL Communications Sdn. Bhd.
12.2021 - 04.2022
No Degree - Personal And Culinary Services
SMK Padang Tembak
04.2001 -
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