Mohamad Zafran Bin Hamzah
Summary
To seek and maintain a full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Proven to enhance customer satisfaction and loyalty at Delta Air Lines, Inc, I leverage CRM software and exceptional problem resolution skills to address customer needs effectively. With a background in diverse roles, from cabin crew to sales, I excel in client advocacy and trend monitoring, significantly improving service standards and compliance.
Overview
10
10
years of professional experience
Work History
Customer Experience Specialist
Delta Air Lines, Inc
05.2023 - 06.2024
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
- Monitored customer feedback, identifying trends to improve product offerings and the overall customer experience.
- Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Built rapport with customers by consistently delivering excellent service, fostering long-term loyalty.
- Assisting passengers with Flight Reservations, Delays/Schedule Change, Rerouting etc.
Cabin Crew Member
Scoot Private Limited
02.2022 - 01.2023
- Managed challenging situations calmly and professionally, such as handling unruly passengers or addressing flight delays.
- Maintained cabin safety by conducting pre-flight checks, adhering to airline policies, and following emergency procedures when necessary.
- Followed company regulations and rules to promote safe environment for travelers and employees.
- Enhanced customer satisfaction by providing exceptional in-flight service and addressing passenger concerns promptly.
- Played a key role in achieving company-wide safety goals by participating in regular drills and maintaining up-to-date knowledge on emergency procedures.
- Provided compassionate assistance during medical emergencies onboard, administering first aid treatment according to training guidelines until further help arrived.
Lift Technician ( Contract )
Newsteps Private Limited
09.2021 - 01.2022
- Increased equipment longevity by implementing customized maintenance plans for each client''s needs.
- Worked closely with property managers to schedule routine maintenance visits within their preferred timelines.
- Safeguarded against potential hazards by adhering to strict safety protocols during all installations, maintenance, and repairs.
- Maintained detailed records of work performed on each lift system allowing easy reference during future service calls.
- Involved in emergency call-outs for urgent repairs, minimizing disruption for building occupants.
National Service
Singapore Armed Forces
08.2019 - 08.2021
- 17th mono intake 6SIR
- Went Specialist Cadet School
- Participated in NDP 2020
- Participated in ATEC stage 2 Final
- Attained Corporal First Class
Full Time Barista
Starbucks
11.2017 - 12.2018
- Maintained a clean and organized workspace for optimal productivity and safety.
- Promoted a welcoming atmosphere by greeting customers with a friendly demeanor and promptly addressing their needs.
- Pleasantly interacted with customers during hectic periods to promote fun, positive environment.
- Contributed to a positive team environment through effective communication and collaboration with colleagues.
- Maintained and operated espresso machines, blenders, commercial coffee brewers, coffee pots, and other equipment.
Retail Sales Associate
Cotton On Kids
11.2015 - 11.2017
- Greeted customers and helped with product questions, selections, and purchases.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Maintained clean sales floor and straightened and faced merchandise.
- Maintained a clean and organized store environment, enhancing the overall shopping experience for customers.
- Checked pricing, scanned items, applied discounts, and printed receipts to ring up customers.
- Organized store merchandise racks and displays to promote and maintain visually appealing environments.
Sales Promoter
Caterpillar CAT Footwear
11.2014 - 12.2014
- Boosted sales performance through effective communication of promotional offers and persuasive selling techniques.
- Created and perfected various pitch promotions to attract customers toward products.
- Recommended specific product options to meet customer needs.
- Requested contact information from potential customers to provide additional information.
Education
Diploma - Design And Visual Communications
Lasalle College of The Arts
04.2025
NITEC - Design And Visual Communications
Institute of Technical Education College Central
01.2017
GCE 'N' LEVEL - Secondary Education
HUA YI SECONDARY SCOOL
01.2014
PSLE - Primary Education
CORPORATION PRIMARY SCHOOL
01.2011
Skills
- CRM Software
- Request management
- Client Advocacy
- Trend Monitoring
- Call Center Operations
- Problem Resolution
- Product Knowledge
- Customer Relationship Management (CRM)
- Regulatory Compliance
- Training development aptitude
- Service standard compliance
- Policies and Procedures Adherence
Timeline
Customer Experience Specialist
Delta Air Lines, Inc
05.2023 - 06.2024
Cabin Crew Member
Scoot Private Limited
02.2022 - 01.2023
Lift Technician ( Contract )
Newsteps Private Limited
09.2021 - 01.2022
National Service
Singapore Armed Forces
08.2019 - 08.2021
Full Time Barista
Starbucks
11.2017 - 12.2018
Retail Sales Associate
Cotton On Kids
11.2015 - 11.2017
Sales Promoter
Caterpillar CAT Footwear
11.2014 - 12.2014
Diploma - Design And Visual Communications
Lasalle College of The Arts
NITEC - Design And Visual Communications
Institute of Technical Education College Central
GCE 'N' LEVEL - Secondary Education
HUA YI SECONDARY SCOOL
PSLE - Primary Education
CORPORATION PRIMARY SCHOOL
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