Muhammad Luqman Azlan
CCSS Representative
Kepong
Summary
Tenacious Representative possessing dynamic interpersonal expertise for developing fruitful customer relationships. Adept mediator of client requirements and organizational interests promoting mutually beneficial deals. Focused communicator fostering favorable service applications for maximizing customer interest and satisfaction.
Overview
2
2
Languages
14
14
years of professional experience
Work History
CCSS Representative 1
HSBC Electronic Data Processing
07.2024 - Current
- Managed customer inquiries, ensuring prompt and accurate responses to enhance satisfaction.
- Greeted customers warmly to set tone of customer experience and provide welcoming and friendly atmosphere.
- Increased customer satisfaction by addressing and resolving complaints in a timely manner.
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
CUSTOMER CARE CONSULTANT
Maxis Broadband Sdn Bhd
05.2018 - 05.2024
- Improved first-call resolution rates by proactively identifying common issues and finding effective solutions that could be applied across multiple cases.
- Identified opportunities for upselling or cross-selling during interactions, boosting company revenue without jeopardizing customer relationships.
- Facilitated customer retention by providing timely follow-ups on pending issues and ensuring satisfactory resolutions.
- Consistently met performance metrics by setting personal goals and seeking feedback from supervisors for continuous improvement.
CUSTOMER SERVICE PROFESSIONAL
Vads Berhad
09.2015 - 05.2018
- Handled high call volumes while maintaining a courteous and professional demeanor.
- Improved customer satisfaction by promptly addressing and resolving inquiries and concerns.
- Multitasked effectively to simultaneously handle website chat and telephone customers’ needs.
- Adapted communication style according to individual customer needs while remaining empathetic toward their concerns.
ASSISTANT INSTRUCTOR
IIUM Shitoryu Karate-do Club
01.2012 - 12.2015
- Developed engaging lesson plans that enhanced student participation.
- Enhanced team effectiveness by refining instructional techniques.
Education
BACHELOR OF ENGINEERING -
International Islamic University Malaysia (IIUM)
01-2015
IIUM ENGINEERING - undefined
Pre-University of Centre for Foundation Studies
01-2010
Skills
Training
Training techniques
Customer Service
Complaint resolution
Communications
Problem solving
Critical thinking
Microsoft Excel
Microsoft PowerPoint
Microsoft Office
Data entry
Timeline
CCSS Representative 1
HSBC Electronic Data Processing
07.2024 - Current
CUSTOMER CARE CONSULTANT
Maxis Broadband Sdn Bhd
05.2018 - 05.2024
CUSTOMER SERVICE PROFESSIONAL
Vads Berhad
09.2015 - 05.2018
ASSISTANT INSTRUCTOR
IIUM Shitoryu Karate-do Club
01.2012 - 12.2015
IIUM ENGINEERING - undefined
Pre-University of Centre for Foundation Studies
BACHELOR OF ENGINEERING -
International Islamic University Malaysia (IIUM)