Customer Service Representative

*

MAHYUDDIN BIN MOHAMAD

No. *, Jalan */**, Seksyen 3, Bandar Teknologi Kajang, 43500 Semenyih, Selangor Tel: +601********

E-mail: ********@*****.***

ABOUT ME

I have experience more than 10 years working in customer service field and more than 13 years in various fields. My performance have been consistently above average in all of my duties assigned. I am a customer oriented kind of person. Love to provide help and service to every customer. It's really fun to be able to serve and helping every customer in need.

Back to my SPM's year in 1993, I didn't have the opportunity to continue my studies to a higher level due to financial constraints. But, I keep working to gain experiences. Through my work experience I learned about everything. I hope you not only evaluate me through my educational level but assessed me through my work experiences. EDUCATIONS

Kolej INPENS, Yayasan Selangor (1999)

Professional Certificate in Computer Engineering

Sek. Men. Vokasional Kajang (1992- 1993)

SPM Vokasional

EXPERIENCES

SEPT 2016 – 31 DEC 2018 BILLING RESOLUTION POSTPAID ASSOCIATE

(2 years & 4 months) Celcom Mobile Sdn Bhd Kuala Lumpur Consumer Servicing & Contact Centre, Touchpoint Operations Team Provides second level support on disputes & customer trouble ticket by verifying/conducting/investigating/escalating to support team and perform resolution for cases in Billing Resolved within the SLA.

FEB 2014 – AUG 2016 SERVICE RESOLUTION ASSOCIATE

(2 years & 6 months) 1Millennium International Sdn Bhd Kuala Lumpur 1. Celcom Service Resolution Associate Team

Attending to complaint resolutions on service failure and network problem via outbound calls, SMS or e-mail to the customer. Ensure resolutions are properly logged by support team with sufficient and complete notes according to complaints and respond to customer correspondence in appropriate manner.

2. Celcom Management & External Authorities Correspondence (MEAC) Team Attending to the correspondences cases such as call-in, write-in, fax-in and email directed via multi channels eg: Malaysia Communications & Multimedia Commission

(MCMC), Consumer Forum Malaysia (CFM), National Consumer Complaint Centre

(NCCC), Public Complaints Bureau, Prime Ministers Department (BPA), Ministry if Information and Communications (KKMM), Customer Association (CA) and other related government bodies from end to end.

2

JUN 2010 – JAN 2014 CUSTOMER SERVICE EXECUTIVE

(3 years & 7 months) VADS Berhad Kuala Lumpur

Position at Celcom:

1. Customer Service Executive – Inbound (June 2010 – February 2011). 2. Mentor for New Trainee - Training Department (March 2011 – June 2011). 3. CSE Resolved Department & Outbound (June 2011 – January 2014) MAR 2009 – MAR 2010 ASSISTANT SUPERVISOR

(1 year & 1 month) Genius Mind Sdn Bhd Kuala Lumpur Customer Service Team

This position is responsible for assuring that Call Center Department provide timely and courteous service to incoming callers. They will assist with escalated calls, implement any procedural changes, provide coaching and counseling to increase staff knowledge and delivery, and create performance development plans. JAN 2008 – MAC 2009 CUSTOMER SERVICE

(1 year & 3 months) D’Synergy Sdn Bhd Seri Kembangan Position at D’Synergy Sdn Bhd:

1. Customer Service Representative – Inbound Contact Centre. 2. CSR Quality Assurance Agent (QA) – Contact Centre. 3. Call Centre Assistant Team Leader (ATL).

JAN 2005 – JAN 2007 ADMINISTRATION

(6years & 1 month) Fendi Consult Kuala Lumpur

Handling general administrative duties such as filing, faxing, invoice (DO & PO).

Preparing quotations & due letters.

Maintain computerized systems.

JUN 2004 – NOV 2004 CUSTOMER SERVICE AGENT

(6 months) Kuala Lumpur Airport Services Sdn Bhd KLIA Airline Ground Handling Team

Ground Handling for flight departure and arrival.

Ticketing System.

Passenger Information Desk.

To assist & coordinate passenger for flight check in.

To assist checking boarding pass for passenger at the departure gate.

Prepare daily report on passenger and baggage load. JAN 2001 – JAN 2003 ADMINISTRATION

(2 years & 1 month) Tifartech Agency Kuala Lumpur

All admin works.

JAN 1996 – DEC 1997 ADMINISTRATION

(2 years) Eternaltech (M) Sdn Bhd Kuala Lumpur

Handled general administrative duties such as filing, faxing, copying and mailing.

Handled all invoice (DO & PO)

Prepare quotations & due letter

Maintain computerized systems

Working at different department and subsidiaries

Practice the lot of skill and applied to the level related 3

ACHIEVEMENT

EXCELLENT ACHIEVEMENT AWARD JULY 2009 – with certificate.

BEST CUSTOMER SERVICE REPRESENTATIVE JULY 2011 with certificate.

BEST CUSTOMER SERVICE REPRESENTATIVE JANUARY 2012 with certificate.

BEST CUSTOMER SERVICE REPRESENTATIVE MARCH 2012 with certificate.

BEST CUSTOMER SERVICE REPRESENTATIVE NOVEMBER 2012 with certificate. SKILLS

Intermediate Microsoft Word, Power Point, Access, Excel, Basic Internet and Email Training, Basic Computer Trouble Shooting, PC skills, Software Test Administration, Software Test Activities. Basic management skills, Good time management, Adaptive to new environment, Hardworking, confident, self-motivated, self-committed and determined, fast learner, Language Skills, Team Building. LANGUAGE

Proficiency level: 0 - Poor, 10 - Excellent

Language Spoken Written

Bahasa Malaysia (Primary) 10 10

English 8 8

MISC

Expected Salary: RM2,800 (nego)

Possess Own Transport: Yes

Willing To Travel: Yes

Date Available For Employment: Immediately

ACTIVITIES

2016 - 2018 CS Convention Celcom Axiata Berhad National Labor Day (Company Representative) National Maulidur Rasul Celebration Day 2018

REFERENCES

Mr. Hasan Abd Rahim, Ms. Zuhairah Binti Ishak

Head Of Service Resolution (L2) Team Leader (Dispute Team) Celcom Axiata Berhad, Celcom Axiata Berhad,

Tel: 019******* Tel: 019*******

Email: *****.*****@******.***.** E-mail: ********@******.***.**

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