Abdul Hakim Mohamad Aidil Email & Phone Number

Damansara, Selangor, Malaysia

Diligently ensuring inventory accuracy through meticulous order total calculations and account updates, I delivered exceptional customer support by promptly addressing inquiries and offering tailored recommendations. Proactively educating customers on billing processes, payment procedures, and relevant policies facilitated seamless transactions. Adopting a customer-centric approach, I guided product selection and optimized the ordering process for an efficient and seamless experience. Driving awareness of products, services, and promotions, I collaborated across departments to address merchant needs, document client details for interdepartmental reference, and provide comprehensive reviews. Additionally, I played a crucial role in facilitating training initiatives and offered backup support for other countries when required.

Federal Territory Of Kuala Lumpur, Malaysia

As a team manager overseeing a staff of 10+, my responsibilities include monitoring service quality provided to clients and fostering the professional growth of team members. I designed a comprehensive reporting system using spreadsheets for daily, weekly, and monthly analyses. Identifying employee challenges, I developed solutions to ensure they meet Key Performance Indicators (KPIs) and implemented performance improvement strategies, particularly during peak seasons. Additionally, I actively engage in conflict resolution, negotiate agreements, and participate in compliance courses. I contribute to new employee training, ensuring their readiness for tasks, and consistently boost morale and performance through coaching and transparent communication. Collaborating with workforce management, I coordinate agent schedules to optimize operational efficiency and meet targets. Through analyzing team weaknesses and conducting one-to-one training with the Quality Assurance team, we achieved a significant increase in quality performance, reaching up to 95%.

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia

As a Technical Support professional at Concentrix, I undertook comprehensive responsibilities that involved resolving intricate technical issues for customers, demonstrating proficiency in troubleshooting hardware and software problems. My skills included effective communication, multitasking, and a deep understanding of various technical systems. I consistently provided top-notch customer service by delivering clear and concise solutions to complex problems. My achievements at Concentrix included consistently meeting or exceeding performance targets, contributing to the overall efficiency of the technical support team. Additionally, I actively participated in ongoing training programs to stay abreast of emerging technologies, enhancing my ability to provide cutting-edge assistance to customers.

As a Customer Service Representative, I excelled in my role as a Subject Matter Expert (SME), overseeing responsibilities that encompassed providing exceptional customer support, demonstrating expertise in product knowledge, and resolving complex issues. My skills included effective communication, problem-solving, and a proactive approach to addressing customer inquiries. As an SME, I played a pivotal role in training and mentoring fellow representatives, contributing to the enhancement of team performance. Through my dedication and proficiency, I achieved notable milestones, such as consistently exceeding performance metrics and receiving commendations for my role in enhancing customer satisfaction.

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia

The Shopee Customer Support team excelled in providing comprehensive guidance and assistance to customers by addressing online queries and grievances related to products, policies, and shipping methods with efficiency and professionalism. I conducted thorough investigations into customer complaints, identified root causes, and implemented precise resolutions. My team actively listened to customer feedback, promptly addressed complaints, and escalated significant issues for swift resolution. Diligent record-keeping of customer interactions and maintaining up-to-date account information were priorities. Additionally, I prioritized quick responses to telephone calls, minimizing on-hold wait times, and effectively managed high call volumes. I utilized an in-house tracking system to ensure timely shipments of goods to customer warehouses.

Bachelor Of Business Management With Honours

Foundation Of Business Management

Malaysian Certificate Of Education