Customer Service Technical Support
Resume:
Hazli Ab.
Manaf
Hazli bin Ab. Manaf
Setapak, 53100 Kuala Lumpur
************@*****.***
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Skills
Patience and have the ability to use a positive language. Good in time management skill and have the ability to “read” customer ᅳ
Experience
Convergys / Technical Support Expert ( Gaming peripheral company )
MAY 2016- PRESENT, Nu Sentral
- Ensure LOB SLA’s and performance metrics are met appropriately, including case management and Customer Satisfaction survey.
- Strive for first touch resolution ( Technical and software related issues ) and quality of calls/emails exceeding client set expectations.
- Accurately record and update customers’ cases into Case Management System and additional trackers following appropriate processes.
- Ensure all customer issues ( Technical or software ) and/or complaints are either addressed or escalated to the appropriate level, while ensuring follow through in all cases.
- Provides high level of professionalism and competent customer service and is able to communicate effectively with customers International Islamic University / Research Assistant SEPTEMBER 2012 - MAY 2015, Gombak
- To assist the project leader in the research of project and to work under his direction and supervision.
- To assist in technical and administrative work including preparing and filling all the project paperwork, procurement, inventory, correspondence and accounting.
- To keep a detailed account and log of all activities performed for research
International Islamic University / Tutor
FEBRUARY 2013 - JUNE 2014, Gombak
- To assist the lecturer in the laboratory class and to supervise student in conducting the engineering experiment.
- To assist in administrative work including preparing and filling the student grade, exam question and etc.
PERODUA / Technical Executive
SEPTEMBER 2011- MAY 2012, Sg. Choh
- To provide technical support for handling rectification job requiring high tech and research, including, if necessary research into counter measures for technical problem- but with the main purpose of providing high level customer satisfaction.
- To classify and catalogue technical information and build up a library of technical reference material as act of collection point for technical data service information received from Perodua car.
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Education
International Islamic University / B achelor in Mechanical Automotive Engineering
MARCH 2007 - SEPTEMBER 2011, Gombak
- GPA 3.029/4.0
Sek Men Keb (A) Wataniah / SPM
2000 - 2004, Terengganu
- Grade 6A 6B
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Awards
Top 20 NPS score for the year 2017.
Contact this candidate