MUHAMMAD ZAID KAMARUDIN

• Designed and delivered training programs for over 90 new hires annually, boosting team productivity by 25% and enhancing customer service skills.
• Collaborated with Quality Assurance teams to identify and implement process improvements, increasing service efficiency and customer satisfaction.
• Developed engaging e-learning content using Articulate 360 and Camtasia, leading to a 20% increase in employee retention and performance.
• Conducted performance analysis through call observation and quality metrics, identifying training needs and delivering targeted interventions.

Key Achievement:

• Achieved USD 2.5 million in cost savings by creating a CFA Telus training program for Prometric’s first outsourced project.
• Successfully upskilled 7 SMEs into certified trainers through a comprehensive Train-the-Trainer program.
• Developed a standardized New Hire Training Plan with measurable KPIs, now used by GCS teams in Kuala Lumpur, India, and Dundalk.

Senior Trainer (Customer Experience Group)
Agoda.com – Kuala Lumpur | Jun 2012 – Dec 2018

• Conducted quality assessments and performance gap analyses to align training with business objectives, improving service delivery by 30%.
• Partnered with cross-functional teams to implement training solutions that enhanced team skills and customer satisfaction.
• Delivered blended learning training programs that effectively improved staff performance in customer service roles.

Key Achievement:

• Awarded CEO's Share Award at Agoda.com in recognition of outstanding performance and loyalty.

• Managed escalations and resolved high-priority customer issues through email, live chat, and calls, ensuring compliance with service level agreements and high customer satisfaction.
• Developed and implemented quality assurance programs to monitor service delivery, resulting in improved customer retention and feedback.
• Mentored and coached customer support teams to elevate service quality and efficiency, fostering a culture of continuous improvement.

• Provided exceptional service in a fast-paced environment, handling customer inquiries and transactions with professionalism and efficiency through various channels, including email, and phone calls
• Promoted self-service banking options, leading to a 15% reduction in call volumes and enhancing overall customer convenience.

• Played a key role in the opening of a new Starbucks location, ensuring smooth operations from day one.
• Supervised daily operations, leading a team of 6+ baristas and ensuring high-quality customer service.
• Conducted inventory analysis to determine optimal stock levels.
• Supervised associates by providing direction and instruction for stocking shelves, rotating stock, and receiving deliveries.