Muhammad Zulhelmi Bin Mansor
Customer Service Executive
Klang
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player.
Overview
12
12
years of professional experience
Work History
Customer Service Executive
Maybank Group Customer Care
05.2022 - Current
- Leveraged strong interpersonal skills to build lasting relationships with customers, fostering brand loyalty and repeat business.
- Facilitated team meetings and workshops to encourage open communication, sharing of best practices, and the development of new ideas for enhancing customer service delivery.
- Implemented new protocols to optimize team performance and deliver consistent results.
- Expertly navigated escalating situations, leading to resolutions that satisfied both clients'' needs while adhering to company policies.
Technical Helpdesk
Aegis BPO Malaysia Sdn Bhd
06.2019 - Current
- Assisting in technical issues involving fiber tv, broadband connection, mobile connection, scheduling and arranging technicians visit
- Handling billing enquiries and disputes, refunds and payment
- Assisting in general enquires on all products and services provided by StarHub
- Handle sales and after sales services for StarHub
- Handle second level; supervisors and managers call backs requested from customers.
Real-Time Analyst / All Around Call Centre Management / Team Leader
Day Three Sdn Bhd
07.2018 - 07.2019
- Responsible as a team leader to manage and lead team to attend customer calls
- Performed Real-Time analytical research on call centre data
- Managing TNB Staffs healthcare and benefits from call centre.
Supervisor Technical Helpdesk / Teamleader
Sudong Sdn Bhd (Singtel)
11.2013 - 11.2016
- Performed supervisors and managers call backs requested from customers
- Conduct coaching, quality training, quality monitoring, product refresher, product and technical training for new intakes
- Performed data entries and data analysis for management
- Updating daily reports on all hotline activities, analysis outage, call spikes, arrangement on technical visits, agent arrangement on 24/7 shift
- Conduct interview for new intake.
Customer Care Officer Technical Helpdesk
Sudong Sdn Bhd (Singtel)
08.2013 - 11.2013
- Performed technical troubleshooting for a first call resolution
- Gathering data for escalation to the relevant department or stake holders
- Ensuring customer delight and satisfaction for each call attended
- Ensuring products and services up to standard as per customers requirement
- Attended inbound calls and performed outbound calls for service requirements
- Work as per allocation in shift schedule.
Customer Care Officer general Inquiry
Sudong Sdn Bhd (Singtel)
08.2012 - 08.2013
- Answering general enquiries on products, management, promotion, event and non-business related
- Accepting work / request order from customer provisioning
- Attend inbound calls and performed outbound calls for service requirements
- Work as per allocation in shift schedule.
Education
Sijil Pelajaran Malaysia -
Skills
Able to read, write, and speak in English and Malay
Issue Escalation
Customer Needs Assessment
Payment management
Account Management
Customer Relationship Management
Public Speaking
Product Sales
Presentation Skills
Returns processing
Customer Retention
Team training and development
Stakeholder oversight
Technical Support
Queue management
Team Collaboration
Company policy adherence
Satisfaction monitoring
Live chat support
Troubleshooting
Employee Performance Management
Customer Engagement
Call center experience
Complaint Handling
De-Escalation Techniques
Customer Service
Quality Control
Analytical Thinking
Organizational Skills
Work Prioritization
References
Professional and personal references are available upon request.
Timeline
Customer Service Executive
Maybank Group Customer Care
05.2022 - Current
Technical Helpdesk
Aegis BPO Malaysia Sdn Bhd
06.2019 - Current
Real-Time Analyst / All Around Call Centre Management / Team Leader
Day Three Sdn Bhd
07.2018 - 07.2019
Supervisor Technical Helpdesk / Teamleader
Sudong Sdn Bhd (Singtel)
11.2013 - 11.2016
Customer Care Officer Technical Helpdesk
Sudong Sdn Bhd (Singtel)
08.2013 - 11.2013
Customer Care Officer general Inquiry
Sudong Sdn Bhd (Singtel)
08.2012 - 08.2013