Muhammad Syafiq Syah Bin Abd Rahim
Operation And Management
Klang, Selangor
Summary
Dynamic leader and skilled researcher with a proven track record at CARSOME and IKEA. Excelled in enhancing quality assurance by implementing innovative practices, reducing customer complaints by a significant margin. Expert in qualitative research and project management, adept at fostering team collaboration and driving data-informed decisions. Achieved notable efficiency improvements and customer satisfaction.
Overview
7
7
years of professional experience
Work History
Research Analyst
CARSOME
08.2024 - Current
- Analyzed large volume of data to identify patterns, trends and correlations.
- Conducted in-depth qualitative and quantitative research to identify trends and generate insights.
- Supported senior management in making informed decisions by delivering timely and accurate research findings.
- Created and maintained database to store research data.
Community Management
CARSOME
11.2022 - 08.2024
- Synergized community management efforts by fostering close relationships with player communities through social media platforms, forums, and in-game interactions.
- Facilitated workshops on community management best practices, sharing knowledge and skills with emerging community leaders.
- Oversaw community management initiatives, fostering positive customer experiences and loyalty through prompt issue resolution and proactive engagement.
Quality Assurance Executive
CARSOME
11.2021 - 11.2022
- Maintained up-to-date knowledge of industry trends and best practices in order to drive innovation within the QA department.
- Implemented customer complaint system and root-cause problem solving, decreasing customer complaints.
- Evaluated audit findings to implement appropriate corrective actions.
- Validated quality processes by establishing product specifications and quality attributes and updating quality assurance procedures.
Customer Contact Center Team Leader
IKEA
05.2018 - 11.2021
- Increased contact center efficiency by streamlining processes and optimizing workflows.
- Leveraged data-driven insights to guide decision-making and optimize resource allocation within the contact center team.
- Resolved escalated customer complaints swiftly, demonstrating empathy towards customers'' concerns while finding mutually agreeable solutions.
- Developed strong relationships with key clients by maintaining open lines of communication and resolving issues promptly.
Education
Diploma Education - Electrical And Electronics Engineering
Politeknik Sultan Salahuddin Abdul Aziz Shah
Shah Alam, Selangor, Malaysia 04.2001 -
Skills
Qualitative research
Timeline
Research Analyst
CARSOME
08.2024 - Current
Community Management
CARSOME
11.2022 - 08.2024
Quality Assurance Executive
CARSOME
11.2021 - 11.2022
Customer Contact Center Team Leader
IKEA
05.2018 - 11.2021
Diploma Education - Electrical And Electronics Engineering
Politeknik Sultan Salahuddin Abdul Aziz Shah
04.2001 -
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