Nurfazreen Mohamad Ramlan Email & Phone Number

Kuala Lumpur, My

Kuala Lumpur, My

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia

Spearhead a team of 12 customer support representatives, executing strategic shift planning and overseeing daily operations to ensure alignment with service level expectations.Analyze and monitor key performance metrics, including call, chat, and email volumes, response times, and Customer Satisfaction Scores (CSAT), driving consistent improvements and delivering data-driven performance reports to senior management.Manage escalated cases and conduct comprehensive quality assurance assessments, maintaining a 90% compliance rate with established service standards.Collaborate with cross-functional teams to streamline workflows, identify process enhancements, and implement new support tools, elevating overall operational efficiency.Lead agent scheduling and training initiatives, achieving 90% schedule adherence and equipping team members with critical skills to enhance productivity and deliver a seamless customer experience.

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia

Delivered prompt first-contact resolution for e-scooter and e-bike riders through call and email support, effectively reducing follow-up inquiries and enhancing customer satisfaction.Supported continuous learning by facilitating refresher training sessions for agents, ensuring high service standards and up-to-date knowledge on product offerings.Collaborated on key projects to expand service channels, including the successful launch of live chat support and introduction of services in new markets, driving accessibility and customer engagement.

Federal Territory Of Kuala Lumpur, Malaysia

Managed and maintained the Rumah Kebaya Bangsar e-commerce website using WordPress and WooCommerce, implementing updates and improvements to enhance platform performance.Acted as the primary point of contact for personal shoppers, providing prompt and efficient support to resolve issues related to order placement and ensuring high levels of customer satisfaction.Leveraged technical proficiency and attention to detail to ensure a seamless online shopping experience, strengthening Rumah Kebaya Bangsar’s online presence and facilitating smooth operations for both customers and personal shoppers.

Selangor, Malaysia

Led a high-performing team supporting the ZARA Online Store across South East Asia, ANZ, and Europe, ensuring exceptional service delivery and seamless customer experiences across regions.Consistently achieved stringent SLA targets, with 80% of calls answered within three rings, 90% of chats responded to within 10 seconds, and 100% of emails answered within 24 hours, resulting in improved customer satisfaction and operational efficiency.Managed escalated calls and resolved supervisor-level requests with a focus on customer retention and satisfaction, reinforcing a positive brand image and ensuring smooth issue resolution.

Selangor, Malaysia

From October 2017 to May 2018, I continued in the same role as Guest Service Asisstant in AirAsia, despite a change in management, adapting to new directives while maintaining high service standards and operational efficiency.

Sepang, Selangor

Secured efficient 25-minute turnaround times for flights, consistently maintaining an On-Time Performance rate exceeding 80%, contributing to smooth operations and high customer satisfaction.Independently handled ad-hoc situations with minimal supervision, ensuring prompt resolutions and operational continuity under varying conditions.Honored with the ‘Outstanding Customer Experience’ award in 2018 for exceptional service quality and dedication to customer satisfaction.Conducted onboarding and training for new team members, achieving an 80% success rate in long-term employment retention by fostering a supportive and engaging learning environment.

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia

Managed high volumes of inbound calls, utilizing technical expertise to resolve telephony and internet issues for Streamyx customers, enhancing overall customer satisfaction.Delivered effective troubleshooting for telephony concerns, consistently achieving high customer satisfaction through prompt and accurate resolution.Diagnosed and guided customers in resolving connectivity and network issues for Streamyx internet services, empowering them to troubleshoot independently.Collaborated with technical support teams to escalate complex cases, ensuring timely resolutions for advanced technical challenges.

Kuala Lumpur, Malaysia

Managed inbound calls with a customer-centric approach, addressing inquiries and concerns regarding flight reservations and promotions.Resolved customer issues promptly by actively listening, clarifying matters, and providing optimal solutions to ensure satisfaction.Followed up on cases to ensure thorough and efficient resolution of customer issues.Maintained accurate records of customer interactions using CRM software for efficient tracking and future reference.Strived to meet service standards by keeping the "Average Handling Time (AHT)" for calls under 120 seconds, enhancing efficiency in issue resolution.

Bachelor'S Degree, Communication, General

Higher National Diploma, Computer Science