SHAMSINA MOHD DELI

• Managed and motivated employees to be productive and engaged in work.
• Accomplished multiple tasks within established timeframes.
• Maximized performance by monitoring daily activities and mentoring team members.
• Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.

1. Team Leadership
• Lead, motivate, and manage a team of executives and staff to deliver outstanding performance.
• Provide coaching, training, and performance evaluations for team members.
• Create a positive work culture that promotes teamwork and collaboration.
2. Customer Experience Management
• Ensure customers receive exceptional service and personalized solutions.
• Address escalated customer complaints or issues effectively and professionally.
• Implement initiatives to enhance customer satisfaction and loyalty.
3. Sales and Revenue Management
• Develop and execute strategies to meet or exceed sales targets and KPIs.
• Monitor sales performance, identify gaps, and implement corrective actions.
• Drive upselling and cross-selling opportunities within the team.
4. Operational Excellence
• Oversee daily operations, including stock management, cash handling, and reporting.
• Ensure compliance with company policies, procedures, and regulatory requirements.
• Maintain a well-organized, visually appealing retail environment.
5. Reporting and Analysis
• Analyze sales and operational data to make informed decisions.
• Prepare and present performance reports to senior management.
• Identify trends and opportunities to optimize retail performance.
6. Stakeholder Collaboration
• Collaborate with other departments (marketing, supply chain, etc.) to ensure smooth operations.
• Act as a liaison between the retail team and Maxis corporate offices.

• Self-motivated, with a strong sense of personal responsibility.
• Excellent communication skills, both verbal and written.
• Proven ability to learn quickly and adapt to new situations.
• Skilled at working independently and collaboratively in a team environment.

Customer Experience
• Greet and welcome customers warmly at the Maxis Centre.
• Provide assistance with product and service inquiries.
• Ensure all customer needs are met efficiently and effectively.
2. Sales and Promotions
• Actively promote Maxis products, services, and packages to meet customer requirements.
• Achieve individual and store sales targets through upselling and cross-selling.
• Assist customers in completing purchases, including billing and payment processes.
3. Problem Resolution
• Address and resolve customer complaints or escalate issues to the relevant departments.
• Offer solutions tailored to individual customer needs.
4. Operational Excellence
• Ensure the retail area is clean, organized, and visually appealing.
• Maintain accurate records of transactions, stock, and inventory.
• Stay updated on Maxis products, services, and promotional campaigns.
5. Team Collaboration
• Work closely with the team to create a positive and supportive work environment.
• Participate in regular team meetings and training sessions to enhance skills and knowledge.

1. Customer Support
• Handle inbound and outbound calls, emails, and live chats.
• Respond promptly and professionally to customer inquiries.
• Provide accurate product and service information.
2. Problem Solving
• Resolve customer complaints effectively by identifying problems and offering solutions.
• Escalate complex issues to relevant teams when necessary.
3. Customer Engagement
• Build strong relationships by actively listening and understanding customer needs.
• Promote Maxis products and services by identifying opportunities to upsell or cross-sell.
4. Operational Excellence
• Maintain accurate records of customer interactions in the CRM system.
• Meet individual and team KPIs, including response times, resolution rates, and customer satisfaction scores.
• Adhere to company policies, procedures, and compliance standards.