Sholehak Mohamad Ali
Support Specialist
Kuala Lumpur
Summary
A highly motivated and customer-focused Customer Service Executive with over [15] years of experience in providing exceptional service across various industries. Skilled in addressing customer inquiries, resolving complaints, and ensuring customer satisfaction in a fast-paced environment. Adept at managing multiple tasks, maintaining a positive attitude, and delivering solutions that meet both customer needs and company objectives. Proficient in communication, problem-solving, and conflict resolution, with a strong ability to work both independently and as part of a team.
Overview
15
15
years of professional experience
Work History
Customer Service Executive
Ambank (M) Berhad
04.2021 - Current
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Managed high volume of inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues.
- Described product and service details to customers to provide information on benefits and advantages.
- Escalated critical customer issues to supervisor to avoid lost revenue and canceled policies.
Vacation Specialist
RCI (Resort Condominiums International)
12.2017 - 06.2020
- Enhanced guest satisfaction by providing personalized vacation planning services and recommendations.
- Managed high volumes of inbound inquiries via phone, email, and chat platforms, delivering prompt and accurate responses to customer requests.
- Participated in regular sales meetings to discuss performance metrics, strategies for improvement, and share best practices among colleagues.
- Monitored inventory availability across multiple channels ensuring optimal allocation of resources during peak seasons or promotional events.
Technical Support Executive
Maxis Sdn Bhd
02.2016 - 10.2017
- Delivered exceptional technical assistance through both phone and email channels while maintaining professionalism at all times.
- Managed a high volume of tickets in the helpdesk system, consistently meeting or exceeding response time targets.
- Enhanced customer satisfaction by efficiently resolving technical issues and providing exceptional support.
- Streamlined troubleshooting processes for faster resolution times, improving overall productivity.
Team Leader, Client Experience
CITIBANK
12.2012 - 12.2015
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
Credit Card Sales Executive
Diner’s Club International
04.2010 - 11.2012
- Conducted thorough needs assessments for clients, offering tailored credit card solutions that met their unique financial requirements.
- Collaborated with team members to share best practices, resulting in a more cohesive and efficient salesforce.
- Maintained detailed records of all sales activities, ensuring accurate reporting and performance analysis.
Education
High School Diploma -
Sekolah Menengah Kebangsaan TSNI
Johor Bahru, Johor, Malaysia 04.2001 -
Skills
Customer relationship management
Customer needs assessment
Issue escalation
Payment management
Complaint handling
Online chat and email
Account management
Customer engagement
Call center experience
Team collaboration
Product sales
Computer skills
Excellent communication
Multitasking Abilities
Professionalism
Inbound call management
Product knowledge
Accomplishments
- Received [multiple compliment] outstanding client engagement with customers for [2] consecutive quarters.
- BTQC Sales award year 2021
Timeline
Customer Service Executive
Ambank (M) Berhad
04.2021 - Current
Vacation Specialist
RCI (Resort Condominiums International)
12.2017 - 06.2020
Technical Support Executive
Maxis Sdn Bhd
02.2016 - 10.2017
Team Leader, Client Experience
CITIBANK
12.2012 - 12.2015
Credit Card Sales Executive
Diner’s Club International
04.2010 - 11.2012
High School Diploma -
Sekolah Menengah Kebangsaan TSNI
04.2001 -
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