Qhairany Norhisham
Shah Alam, Selangor,10
Summary
Dynamic and dedicated professional with a robust engineering background, poised to excel in diverse industries. Eager to leverage a relentless work ethic and exceptional problem-solving acumen to drive organizational success. Since commencing my career post-high school, I have consistently exhibited punctuality, unwavering determination, and grace under pressure. Lauded by employers and managers for effectively tackling challenges and delivering results in high-stakes environments, I possess a meticulous eye for detail and a fervent passion for continuous learning. Seeking a role that values my contributions and offers substantial opportunities for personal and professional growth.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Working Coach
Concentrix
Kuala Lumpur
09.2022 - Current
- Executive representative and sales consultant for Canyon Bicycle
- Handled inquiries from over 30 countries in APAC and EU via inbound/outbound calls, chats, and email
- Team Leader Assistant - Working as working coach to provide floor support, coordinated staff schedules to optimize productivity and maintain service coverage.
- Worked flexible hours across night (graveyard shift), weekend, and holiday shifts.
- Acting Trainer - Trained new team members on company policies and procedures, promoting a cohesive work environment.
- Proficient in Salesforce, Teliopti, SAP system, Flightdeck, Natterbox, FreshDesk, FreshCaller, OSM, and Omni-channel.
- Acting Quality Analyst - Analyzed individual and team performances to identify improvement areas and implement targeted strategies (CSAT)
- Boosted employee morale by recognizing outstanding performance and celebrating team accomplishments.
- Coached new employees, ensuring smooth onboarding process and quicker adaptation to their roles.
- Implemented changes to organizational structure to maximize efficiency.
- Developed and implemented creative strategies to boost customer satisfaction and loyalty.
- Developed successful solutions tailored to clients' specific needs.
- Handling Lifetime Support Basic (Technical - level 2) for the whole world's Market such as European, Oceania, APAC except for GB & USA.
- Assisted clients with inquiries, providing timely and accurate information to enhance customer satisfaction.
- Resolved customer issues through effective communication and problem-solving techniques, ensuring positive experiences.
- Collaborated with team members to streamline processes, improving response times and overall service efficiency.
- Educated clients on product features and services, fostering informed decision-making and increasing engagement.
- Assisted in managing daily operations, ensuring smooth workflow and high service standards.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Generated repeat business through exceptional customer service.
Customer Service Representative
Webhelp
Kuala Lumpur
01.2021 - 01.2022
- Handled PUMA Customer Relations for Philippines, Malaysia, and Singapore markets
- Top Compliments / Top performer
- Inbound/Outbound and emails.
- Contacted carrier representatives to make arrangements or issue instructions for shipping and delivery of materials.
- Obtained and examined relevant information to assess validity of complaints and determine possible causes.
- Recommended improvements in products, services or billing methods to prevent future problems.
- Navigated multiple computer systems and applications and utilized search tools to find information.
- Proficient in using QMS, Ayden, FreshCaller and FreshDesk.
Customer Service Representative
STARTEK
Johor
01.2019 - 01.2021
- Handled two projects: OYO Hotel and Celcom Telco
- Assisted customers with bookings, cancellations, bill checking, plan upgrades, and account top-ups
- Both projects, Inbound/Outbound and email.
- Handled customer complaints and inquiries in a courteous and efficient manner.
- Demonstrated excellent communication skills, both verbal and written, in order to effectively interact with customers.
- Developed strong customer relationships and loyalty through effective communication.
- Maintained knowledge of company products to provide helpful suggestions and recommendations to customers.
Aircraft Maintenance Technician
AirAsia
Kuala Lumpur
01.2016 - 01.2018
- Serviced Airbus A330-Neo for AirAsia X and Boeing 737 aircraft at Senai Terminal Airport.
- Handled cabin and ground maintenance.
- Replaced and repaired worn, defective and damaged components using hand tools, gauged, and testing equipment.
- Documented maintenance procedures and shared knowledge with other technicians.
- Maintained a clean and organized work area to minimize foreign object debris (FOD) risks.
- Read and interpreted maintenance manuals, service bulletins and other specifications to determine feasibility and method of repairing or replacing malfunctioning or damaged components.
Education
Basic Engineering Cat B1.1 Licence - Aeronautics/Aviation/Aerospace Science and Technology, General
MALAYSIAN AVIATION TRAINING ACADEMY (MATA)
06.2016
Skills
- Work Product Development
- International Sales
- Technical Support
- Safety Regulations
- Teamwork and Collaboration
- Active Listening
- Client Engagement
- Multitasking Abilities
- Client relationship building
- Customer relations
- Public speaking
- Issue resolution
- Sales expertise
- Technical support
- Staff education and training
- Telemarketing expertise
- Aircraft Engineering industry background
- Strong work ethic
- Handling customer complaints
- Customer retention
Certification
- Licensed Basic Engineering Cat B1. 1 License - 2016
- Six Sigma: White Belt (Quality Analyst Course) - 2025
LANGUAGES
English (Fluent)
Malay (Native)
Timeline
Working Coach
Concentrix
09.2022 - Current
Customer Service Representative
Webhelp
01.2021 - 01.2022
Customer Service Representative
STARTEK
01.2019 - 01.2021
Aircraft Maintenance Technician
AirAsia
01.2016 - 01.2018
Basic Engineering Cat B1.1 Licence - Aeronautics/Aviation/Aerospace Science and Technology, General
MALAYSIAN AVIATION TRAINING ACADEMY (MATA)