Trainer Customer Experience

PERSONAL PARTICULARS

NAME : MOHAMMAD HANIF BIN OMAR BALAKRISHNAN

AGE : 31 years

DATE OF BIRTH : 14 April 1989

NATIONALITY : Malaysia

GENDER : Male

IC NO : 890***-**-****

MOBILE NO : 012-*******

PERMANANT ADD: Block G-13-08 Warisan City View Apartment 3/93A, Jalan Cheras Batu 3,

56100 Kuala Lumpur.

EMAIL : *****.****@***.****.***

PROFESSIONAL PROFILE

• Ability to manage and oversee projects.

• Ability to work with a team that conspires of own colleagues and service provider

• Able to prioritize situations based on the nature and severity of the situation.

• Learning of new skills through observation.

• Excellent trouble-shooting skills.

• Ability to learn new things fast and Excellent communication skills.

• Dynamic team player.

• Ability to work well with people from all levels.

• Dedicated and Independent.

• Disciplined to abide by terms and conditions.

• A self-starter who has strong commitment to work and a passion for excellence.

MAJOR ACHIEVEMENT

Promoted from sales coach to Trainer within a year

Certified long services award in company 7 years

Participant for the Train the Trainer training by Training Minds.

Participant for the Law of Attraction training at AIG

Certified of PCEIA from Malaysia Insurance Institute Malaysia for General & Life

Certified “FIRE FIGHTER” award top achiever coach Year 2018

Chairman’s award diploma in business technology and management (sem 6 & 7)

Participant Supex automotive consultant program

AJK of SPBT club (2004-2006)

Resource center supervisor (S.M.K Datok Lokman, Kampung Pandan 2004-2005)

Participant in drama match in honour of the merdeka month

Participant in school uniformed unit leadership courses year (2003)

EDUCATIONAL BACKGROUND

LEVEL : Degree

FIELD OF STUDY : E-Business technology and management

CGPA : BSC 1st Hons

NAME OF INSTITUTION : Kolej Yayasan pendidikan Cheras (YPC)

LEVEL : Diploma

FIELD OF STUDY : Business technology and management

CGPA : 3:29

NAME OF INSTITUTION : Kolej Yayasan pendidikan Cheras (YPC)

LEVEL : Sijil Pelajaran Malaysia

FIELD OF STUDY : Sastera

CGPA : 7 Credit

NAME OF INSTITUTION : S.M.K Datok Lokman, Kampung Pandan Kuala Lumpur

WORKING EXPERIENCE

1) COMPANY NAME : AIG Malaysia Insurance Berhad (2018-Present)

POSITION TITLE : Trainer

MONTHLY SALARY : MYR 4000.00 (Not include commission)

RESPONSIBILITIES:

Collaborate with management to identify Schedule appropriate training session

Oversee and direct seminars, workshops, individual training session and lectures

Plan and implementation an effective training curriculum

Prepare hard copy training material such as module summaries, video, and presentation

Develop monitoring system to ensure that all employees are performing job

Responsibilities accordingly to training

Organize classroom –style seminars about product features and sales techniques

Conduct role playing activities to develop interpersonal skills

Ensure new hires take on basis sales training courses, including communication skills

Assess the impact of each educational course on staff performances and client

Satisfaction

Prepare new script and with complains team for new campaign

Provide training to sales personnel of a business unit.

Develop instructional material for sales trainees.

Develop communication skills in sales and marketing people.

Assist and coordinate with marketing and sales departments.

Ensure that the training is conducted within the budgetary limits.

Provide training and drive sales personnel in achieving hundred percent outcomes.

Ensure compliance of corporate policies, standards and procedures.

2) COMPANY NAME : AIG Malaysia Insurance Berhad (2016-2018)

POSITION TITLE : Coach

MONTHLY SALARY : MYR 3000.00 (Not include commission)

RESPONSIBILITIES:

Deliver the target set by the company.

Making sure agents reporting to me is met on the KPI’s of the.

Maintain professionalism and do not practice favoritism.

Ensure the communication with the agents is aligned between team leader, agents, and coach.

Maintain healthy work environment and Adhere to company rules and regulations

Always maintain integrity of the company and own self

Supporting team members through sharing thoughts and ideas. Helping during difficult and stressful times.

Listening and understanding. Supporting team base activities.

Exuviating confidence in self and others; motive and influence others to achieve organizational goals.

Keeping team members informed and updated on organization/team updates

Ability to take courage to execute and take the necessary actions to deliver results

Provide visible support in work related issues. Able to demonstrate support during trying times.

Provide problem-solving support.

Ability to coach, counsel, guide, assess potential, provide constructive feedback and empowering team Members.

The ability to influence and motivate the team in achieving the common goals through relationship building

Ability to plan, prioritize and organize work

Ability to make effective decision and delegate where necessary

Respect other people, the community, the environment and the rules of laws and ethical standards.

3) COMPANY NAME : AIG Malaysia Insurance Berhad (2014-2016)

POSITION TITLE : Quality Assurances

MONTHLY SALARY : MYR 2800.00

RESPONSIBILITIES

Adept at motivating team members to succeed, establishing effective call center policies and maintaining team morale.

Specializes in customer service quality and compliance, Maintain QA passing rate at minimum 98% for call center.

Managing Semua House QA team to ensure sufficient workforce and QA TAT of 24 hours are achieved.

To maintain 1st attempt passing rate 90%.

To have less than 5% error on updating of email address & customer data.

Conduct bi-weekly coaching including call calibration and call floor briefing.

Conduct weekly coaching for designated TSRs to reduce their lapse and cancellation rate.

Ensure all enrolments are 100% quality sales with zero disputes.

To conduct random audit on passed QA calls minimum 5 calls per QAE.

Perform monthly call calibration with QA team on minimum 1 passed QA and 1

pending QA call per QA Executive to ensure accurate and consistent auditing as

per QA guidelines.

Track, monitor, and follow up on service incidents to ensure TAT does not exceed 5 days.

To ensure all QA reports are accurate and sent out on a timely basis.

Development plan for direct report staff is executed.

Execute QA daily & weekly sales audit movement for global contact center report.

4) COMPANY NAME : AIA Berhad (2012-2013)

POSITION TITLE : Quality Assurances

MONTHLY SALARY : MYR 2500.00

RESPONSIBILITIES

Monitor incoming calls on a scheduled basis to determine CSRs efficiency in product Knowledge, Standard Procedures on Process and Customer Service Skills.

Coach CSRs on the calls monitored and draw improvement action plan to revisit call in Following cycle.

Resolve customer complaints that are dispatched to the Contact Center Queue and revert to the customer on the status on behalf of the client.

Evaluate customer’s satisfaction level via Customer Satisfaction Index Survey daily.

Provided feedback on relevant business process for enhancement, improvement, and Change, in the calling floor and other units that impact business and customers Convenience and needs.

Recognize areas of improvement in call quality and standards via call monitoring Scores and analyze trends on the calling floor existing for any process improvement.

Read, understand, and update new product launches and standard procedures and Processes received from Client, Training and Operations.

Participate in weekly and monthly calibration with the team, operations, and client.

To perform any other additional tasks and assignments given for Process Improvement as and when the situation calls and as decided by the Senior Management of the Division.

To handle disputes, excel sheets, daily disputes (single disputes), cancellation folders, extract daily KPI’S

5) COMPANY NAME : SRG Asia Pacific (2010-2012)

POSITION TITLE : Quality Assurances (Maxis Inbound, Ace Jerneh Campaigns)

MONTHLY SALARY : MYR 2500.00

RESPONSIBILITIES

Monitor incoming calls on a scheduled basis to determine CSRs efficiency in product Knowledge, Standard Procedures on Process and Customer Service Skills.

Coach CSRs on the calls monitored and draw improvement action plan to revisit call in Following cycle.

Resolve customer complaints that are dispatched to the Contact Center Queue and revert to the customer on the status on behalf of the client.

Evaluate customer’s satisfaction level via Customer Satisfaction Index Survey daily.

Provided feedback on relevant business process for enhancement, improvement, and change, in the calling floor and other units that impact business and customers convenience and needs.

Recognize areas of improvement in call quality and standards via call monitoring scores and analyze trends on the calling floor existing for any process improvement.

Read, understand, and update new product launches and standard procedures and Processes received from Client, Training and Operations.

Participate in weekly and monthly calibration with the team, operations, and client.

To perform any other additional tasks and assignments given for Process Improvement as and when the situation calls and as decided by the Senior Management of the Division.

To handle disputes, excel sheets, daily disputes (single disputes), cancellation folders, extract daily KPI’S

6) COMPANY NAME : SRG Asia Pacific (2009-2010)

POSITION TITLE : Customer Care

MONTHLY SALARY : MYR 1800.00 (Commission MYR 1000)

RESPONSIBILITIES

Handle customer’s enquiries and provide the necessary solutions.

To make sure customer’s problem is being resolved at first call resolution.

To attend customer queries/requests tactfully and professionally via telephone.

To provide accurate, efficient, and quality service that exceeds our customers' expectations.

To adhere to escalation procedures of handling customer complaints always.

To maintain a high degree of responsibility towards customer confidentiality

TOP SKILLS

COMPUTER SKILLS:

• Microsoft Word • Microsoft Excel

• Microsoft Access • Microsoft Power Point

• CRM System/Ameyo • Kenan System

LANGUAGES

Proficiency (0=Poor – 10=Excellent)

Spoken Written

Bahasa Malaysia 10 10

English 10 10

Tamil 10 0

Mandarin 10 0

REMUNERATION PREFERENCES

Last Drawn Salary : RM 4000

Expected Salary : RM 4300 - 5000 (* Negotiable)

REFERENCES

1. Name : Mr. Poobathy Balakrishnan

Telephone no: 016*******

Position : Supervisor

Company : AIG Malaysia Berhad

Contact this candidate