WAN MUHAMMAD NURA'IMAN HAKIM
TEAM LEADER (CALL CENTRE)
Kuala Lumpur
Summary
Personable Call Center professional skilled in encouraging staff to quickly resolve issues to build loyal customer base. Proven history of setting challenging team goals to drive performance and assess improvement opportunities. Driven to coach and train new employees to deliver superior service, while implementing procedures to increase productivity and customer satisfaction.
Overview
4
4
years of professional experience
Work History
TEAM LEADER
EKIWI GLOBAL SDN. BHD.
09.2023 - Current
- Responsible for ensuring that agents have the knowledge and skills to answer customer’s questions, requests for support or problems quickly and effectively. Hence, responsible for meeting sales and profitability targets.
- Responsible in reviewing the performance of agents, identifying training needs and planning training sessions.
- Responsible for provide information on day-to-day basis to the top management with regard to meeting the day-to-day targets, staffing and other issues.
Telesales Agent
EKIWI GLOBAL SDN. BHD.
08.2022 - 08.2023
- Call to consult and convince customers to use the right product and close the order according to the data the customer has demanded.
- Manage / store customer information on the company system.
- TOP 3 best performer for several months.
Customer Service Representative
TRANSCOMOS SDN. BHD.
05.2022 - 07.2022
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Building Maintenance Worker
HOTEL SENTRAL
01.2022 - 04.2022
- Negotiated contracts with vendors, securing cost-effective services for building maintenance.
- Collaborated with other building maintenance professionals as needed to ensure comprehensive care for clients'' properties.
Building Maintenance Worker
MY ASAS ENT.
10.2021 - 12.2021
- Provided excellent customer service when addressing tenant concerns or requests related to building maintenance.
- Performed weekly groundskeeping and building maintenance for multiple satisfied customers.
Electrical Technician
Cendana Baru Alam Damai
03.2021 - 10.2021
- Installed electrical conduit and wiring for power, controls, and lighting.
- Tested wiring and other system parts for electrical flow and function.
Brand Ambassador
NKF, Menara MBNB
03.2021 - 10.2021
- Approached strangers and interacted in natural conversation with goal of developing brand loyalty.
Sales Assistant (Part Time)
SEMBONIA, Sunway Velocity
11.2020 - 12.2020
- Increased sales by building strong customer relationships and providing excellent service.
Education
Diploma in Accounting And Finance -
Kolej University Poly-Tech Mara
Diploma In Accountancy - undefined
Kolej Profrssional Mara
Sijil Pelajaran Malaysia - undefined
Sek. Men. Kebangsaan Cheras
Skills
Team Management
Call Routing
Training Coordination
Staff Motivation
Call Monitoring
Languages
Malay
Proficient
C2
English
Upper intermediate
B2
References
- Raja Nurul Hadiatul (HR Manager, Ekiwi Global), 0123161344
- Sharifah Fatin Fahana (Senior Trainer, Ekiwi Global), 01126244631
Timeline
TEAM LEADER
EKIWI GLOBAL SDN. BHD.
09.2023 - Current
Telesales Agent
EKIWI GLOBAL SDN. BHD.
08.2022 - 08.2023
Customer Service Representative
TRANSCOMOS SDN. BHD.
05.2022 - 07.2022
Building Maintenance Worker
HOTEL SENTRAL
01.2022 - 04.2022
Building Maintenance Worker
MY ASAS ENT.
10.2021 - 12.2021
Electrical Technician
Cendana Baru Alam Damai
03.2021 - 10.2021
Brand Ambassador
NKF, Menara MBNB
03.2021 - 10.2021
Sales Assistant (Part Time)
SEMBONIA, Sunway Velocity
11.2020 - 12.2020
Diploma in Accounting And Finance -
Kolej University Poly-Tech Mara
Diploma In Accountancy - undefined
Kolej Profrssional Mara
Sijil Pelajaran Malaysia - undefined
Sek. Men. Kebangsaan Cheras
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