Muhammad Tarmizi Bin Muhidi
TARMIZI
9, Jalan Jasa 33, Taman Mutiara Rini,01
Summary
Accomplished professional with a proven track record at J&T EXPRESS (MALAYSIA) SDN BHD, specializing in network integration and customer service excellence. Expert in data analysis and Microsoft Office, with a knack for mentoring and enhancing team performance. Achieved significant improvements in operational quality and customer satisfaction, demonstrating strong analytical and interpersonal skills.
Overview
6
6
years of professional experience
2
2
Languages
Work History
Network Integration (Business & Quality)
J&T EXPRESS (MALAYSIA) SDN BHD
09.2023 - Current
- Measure and analyze the effectiveness of the franchise based on parcel volume and report to the direct superior.
- Analyze the cost and profit of the regional franchise, conduct a business-level analysis, discuss methods with relevant departments, and report to the direct superior.
- Be responsible for assisting the manager in revising and optimizing the "Standard Manual for Opening, Closing, Merging, and Transitioning Outlets," issue reports in a timely manner to the manager according to feedback, and track the timing of opening, closing, merging, and transitioning of the Branch Management department.
- Be responsible for assisting the manager with franchisee contract preparation, arranging signings, handling contract documentation, OA procedures, and submitting to HQ.
- Be responsible for the entry and maintenance of partner information in the system (including, but not limited to contracts and contact information).
Network Officer (Data & Quality)
J&T EXPRESS (MALAYSIA) SDN BHD
09.2022 - 09.2023
- Responsible for monitoring and promoting the improvement of network operation quality, compiling reports on the data in charge, broadcasting the data, collecting the reasons for abnormal fluctuations, and promoting improvement.
- Continuously optimize the logical calibre of the data indicators in charge to ensure that the data indicators are reasonable and accurate.
- Prepare and issue daily weekly and monthly quality monitoring reports, and compile various operational quality reports.
- Lead or participate in the company's internal quality-related project work, and complete various support work according to project requirements.
- Compile and formulate various standard systems and SOPs to ensure the implementation of various initiatives.
Customer Service Officer
J&T EXPRESS (MALAYSIA) SDN BHD
07.2021 - 09.2022
- Answer to / manage (various) Customers Queries via CRM Tools / Hotline (incoming calls).
- Monitor & follow up with the relevant department/s on escalated cases that require clarification updates.
- Adhere to work reporting schedules, carry out instructions and any other ad-hoc duties assigned/given by CS Team Leader / Manager.
- Support departmental Key Performance Indicators set by Management.
- Ensure a positive client experience by following up and resolving customer service-related issues in an appropriate and timely manner.
Customer Service Executives
STARTEK BPO MALAYSIA SDN BHD
11.2018 - 07.2021
- Described product and service details to customers to provide information on benefits and advantages.
- Contributed towards improving overall customer feedback scores by consistently delivering high-quality service experiences.
- Escalated critical customer issues to supervisor to avoid lost revenue and canceled policies.
- Leveraged strong interpersonal skills to build lasting relationships with customers, fostering brand loyalty and repeat business.
- Coached and mentored junior team members, contributing to their professional growth and development.
- Developed effective strategies for managing challenging situations, resulting in positive outcomes for both customers and the organization.
- Assessed customer service trends and evaluated complaints to determine areas in need of enhancement.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Education
Diploma In Accounting - Business Account
KOLEJ VOKASIONAL PERDAGANGAN JOHOR BAHRU
Johor Bahru, Johor, Malaysia 04.2001 -
Skills
Microsoft Office Word
Microsoft Office Excel
Microsoft Office Powerpoint
Call Monitoring
Technical Support
Mentoring and training
Data Analysis
Timeline
Network Integration (Business & Quality)
J&T EXPRESS (MALAYSIA) SDN BHD
09.2023 - Current
Network Officer (Data & Quality)
J&T EXPRESS (MALAYSIA) SDN BHD
09.2022 - 09.2023
Customer Service Officer
J&T EXPRESS (MALAYSIA) SDN BHD
07.2021 - 09.2022
Customer Service Executives
STARTEK BPO MALAYSIA SDN BHD
11.2018 - 07.2021
Diploma In Accounting - Business Account
KOLEJ VOKASIONAL PERDAGANGAN JOHOR BAHRU
04.2001 -
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