I am Muhammad Afiq bin Che Arif and I’ve been in the Customer Service field for the past 4 years. Throughout this period, I’ve had extensive experience in the banking industry with RHB Bank, a flexible workspace platform with International Workplace Group (IWG), as well as an online travel agency and metasearch engine for hotels, vacation rentals, flights, and airport transfer with Agoda. Furthermore, I am committed to a Buy Now and Pay Later service platform known as hoolah as a Customer Experience Specialist.For the first 2 years of my working experience with RHB and IWG, I was responsible for handling both calls and emails at a relatively high volume. During my time with Agoda, I was introduced to chat handling and my skill set grew tremendously as this enabled me to sharpen my capabilities of handling all means of communication channels.While I first started off with handling two chats at a time during my stint with Agoda, I am now capable of handling up to 11 chats at a time with hoolah. Presently, my time entails an exceptional level of multi-tasking and adapting to regular changes in the management system. Being part of a startup company, part of my job scope as a Customer Experience Specialist requires me to identify the crucial updates needed for the systems and operating procedures. I am now well-versed and continuously expanding my knowledge in structuring and planning customers’ experience journeys for our organisation. Currently, I look forward to a career that will provide me with responsibilities involving the planning, executing and managing of customers’ experience journey.