Muhammad Azim Email and Phone Number

To review the cases received from the complaints i.e. the Whistle-blower hotline, and/ other sources, and to present the cases to the superior in order to determine the urgency of the cases to be investigated.Assess and evaluate the appropriateness of the evidence during the preliminary review in order to substantiate any improper activity within POS Malaysia Group of Companies.Review the adequacy of coverage and scope of works on Special Audit Review prepared by the team members prior to commencement of fieldwork.Manage the Special Audit assignments in fairly manner by having a clearly defined job responsibility.Provide guidance to the new audit team members on the assigned scope of works to meet the Special Audit objectives.Draft and prepare the Special Audit report based on gathered facts and evidence as to establish the alleged misconduct.Assess whether applicable laws and regulations have been adhered to or have been breached.Report all findings via Draft Report to the superiors together with conclusions, recommendations and appendices.Review adequacy of information and reporting to ensure sufficient information being conveyed to the senior management. Able to coordinate the Whistle-blower Policy Framework operations within the Group to ensure effectiveness and efficiency.Assist the Head of Special Audit (Investigation) Unit in the preparation of Board papers including follow-up on matters arising in relation to Whistle-blower Policy matters as well as status of audit activities.

Assisted Customer Service Agent to escalate complaints to respective product owner.Review the validity of complaints based on the company’s policy or Terms and Conditions. Resolved complaints with the customer via call, e-mail or meeting with the customer. Follow up customer’s complaints with the product owner.Managed and resolved the complaints within Service Level Agreement (SLA) set by the company.Using tracking system as Mel-track, International Tracking System (IPS) and Operation Application Layer (OAL) to justified status of the courier or mail status.Handle complaint using Customer Complaint Management System (CRM) to record, escalate and resolve the entire customer’s complaint.

Assisted and conducted quality control checks at every Kebab Turki Branch (fieldwork & report).Audit all branch to ensure the quality and the ingredients use in preparing the food followed the SOPP. Conducted training for new licensee.Recruited new licensee to join the business.Managed and planning the opening of new franchise.Planning on marketing to boost up sale for franchisee.Attend and handle event for the company.

Managed inbound calls and complaints from customers of their complaints within the time handling set by the company.Recorded all the complaint by the customer into the system.Achieved talk time set by the company per day.Follow up customer’s complaints with the respective department.

Contacting customers to obtain sales results with targets determined by the company.Obtain reconfirmation of sales results from customers for agents who fail to obtain clear confirmation from customers.