Haziq Zainudin
Selayang
Summary
Experienced professional with over 9 years in customer service, conflict mediation, and communication. Skilled at addressing diverse needs and resolving conflicts with calm, level-headed strategies. A responsive team player with an adaptable and resourceful mindset to tackle any challenge.
Overview
11
11
years of professional experience
Work History
Customer Care Agent
British Council Malaysia
08.2021 - Current
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
- Created and maintained detailed database to develop promotional sales.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Met customer call guidelines for service levels, handle time and productivity.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Promptly responded to inquiries and requests from prospective customers.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Trained new personnel regarding company operations, policies and services.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Sought ways to improve processes and services provided.
- Responded proactively and positively to rapid change.
- Investigated and resolved customer inquiries and complaints quickly.
Customer Care Team Lead
British Council Malaysia
07.2021 - Current
- Managed a team of a high quality and efficient customer service team serving customers via telephone, live chat and email.
- Provided training to new employees.
- Converted new sales opportunities received via telephone, live chat and email.
- Provided sales support in all sales and marketing events with the purpose of creating awareness and generating leads for the centre.
- Worked closely and effectively with the wider Exams department to enable knowledge sharing of best practice and suggest improvements to the customer journey.
- Provided support to the Call Centre Manager in analyzing weekly and monthly performances via Salesforce, ensuring the Country's KPIs are achieved.
- Achievements/Tasks
Customer Care Agent
British Council Malaysia
07.2016 - 06.2021
- Supervised and trained new employees.
- Assisted Contact Centre Manager and Operations department in monitoring weekly class update or changes made on TCMS and ensuring data are transferred accurately and uploaded to EtonX and LMS (online Learning Hub).
- Handled daily calls, emails and live chats. Managed over 100 calls and 500 emails from home on day 1 of first MCO.
- Provided support to Operations department in processing course refunds and credits.
- Familiarised with Salesforce CRM software, OBS and ORS2.
- Assisted students with international and university examinations registration.
- Achievements/Tasks
Part-time Invigilator, Exams
British Council Malaysia
01.2019 - 12.2019
- Supervised 75 ACCA candidates and at the same time lead a team of four untrained invigilators.
- Invigilated IELTS test and ensured all four test modules (listening, writing, reading and speaking) run smoothly and meet the IELTS global standards.
- Achievements/Tasks
Customer Management Executive
British Council Malaysia
11.2015 - 07.2016
- Trained, planned, supervised and coordinated daily activity for new employees.
- Supported customers by providing helpful information, answering enquiries and responding to complaints over the counter and via online sources on issues regarding English classes and examinations.
- Assisted students with English class registration according to their fluency levels.
- Handled over 70 class registrations totaling around RM 50,000 on a single day during re-registration period while in the absence of other employees.
- Performed cash count on a weekly basis.
- Achievements/Tasks
Customer Advisor
British Council Malaysia
03.2014 - 11.2015
- Acted as front liner of support to potential and existing customers by ensuring customers' trust and satisfaction of products and services are well taken care of.
- Assisted teachers in preparing end of term report cards for over 800 students.
- Performed stocktake on all the inventory at centre on a monthly basis.
- Volunteered as a fire marshal and lead over 700 young learners during fire drill exercise for two consecutive years.
- Achievements/Tasks
Education
Bachelor of Accounting (Hons.) -
Universiti Tenaga Nasional (UNITEN)
Malaysia01.2013
Foundation in Accounting - undefined
Universiti Tenaga Nasional (UNITEN)
01.2009
Skills
- Service excellence
- Data interpretation
- Conflict resolution
- Call center management
- Customer service expertise
- CRM expertise
- Proficient in Salesforcecom
- Employee training
LANGUAGES
English - Professional Working Proficiency
Malay - Native or Bilingual Proficiency
Hobbies and Interests
Running, Travelling
Awards
Global winner of the Trust, Inspire and Easy (TIE) Awards 2016 - British Council UK, East Asia Excellent Customer Services Award 2016 - British Council
Timeline
Customer Care Agent
British Council Malaysia
08.2021 - Current
Customer Care Team Lead
British Council Malaysia
07.2021 - Current
Part-time Invigilator, Exams
British Council Malaysia
01.2019 - 12.2019
Customer Care Agent
British Council Malaysia
07.2016 - 06.2021
Customer Management Executive
British Council Malaysia
11.2015 - 07.2016
Customer Advisor
British Council Malaysia
03.2014 - 11.2015
Foundation in Accounting - undefined
Universiti Tenaga Nasional (UNITEN)
Bachelor of Accounting (Hons.) -
Universiti Tenaga Nasional (UNITEN)
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