Mohd Azlan Bin Kamaludin
Bandar Baru Salak Tinggi
Summary
Experienced Executive in Quality Assurance Customer Experience with a proven track record in developing and enhancing QA checklists for mystery shopper programmes, contributing to the development of MH QASE (Power Apps) for station audits, and conducting service benchmarking among major airlines. Demonstrates strong communication skills and proficiency in Microsoft Office, with fluency in both Malay and English. Career history includes roles as Officer Special Product Cargo, Customer Service Officer, and Customer Service Agent at Malaysia Airlines System, showcasing a commitment to continuous improvement initiatives and customer experience excellence.
Overview
19
19
years of professional experience
Work History
Executive
Quality Assurance Customer Experience
2022.11 - Current
- Developed and enhanced QA checklists for mystery shopper programmes, ensuring consistent service evaluation.
- Contributed to MH QASE (Power Apps) development for station audits, promoting standardisation and data accuracy.
- Conducted service benchmarking among Malaysia Airlines, Firefly, and AMAL to identify performance gaps.
- Supported Skytrax readiness through comprehensive service audits of key customer touchpoints.
- Analysed customer feedback to derive insights and inform audit planning and prioritisation.
- Drove continuous improvement initiatives within quality assurance programmes focused on customer experience.
- Facilitated focus group discussions with high-profile passengers, translating feedback into actionable enhancements.
Officer Special Product Cargo
Malaysia Airlines System
Sepang, Selangor
2017.10 - Current
Customer Service Officer
Malaysia Airlines System
Sepang, Selangor
2014.05 - 2017.09
Customer Service Agent
Malaysia Airlines System
Sepang, Selangor
2007.06 - 2014.04
Education
SPM - Teknikal
Sekolah Menengah Kebangsaan Sri Rahmat
Johor Bahru, Johor01.1999
PMR -
Sekolah Menengah Kebangsaan Sri Rahmat
Johor Bahru, Johor01.1997
Skills
- Microsoft Office
- Communication skills
- Fluent in Malay
- Fluent in English
Accomplishments
- 2010, MH Star for June 2010
- 2011, MH Star for March 2011
Custom Section
Good in Microsoft Office (Word, Excel, Power Point, Access, Visio & Project), Fluent in both speaking & writing, Fluent in both speaking & writing
References
- Hizati Mohd Samsi, Manager Operational Performance Excellence (Operations) • MAB - COO's Office. Email: hizati.mohdsamsi@malaysiaairlines.com
- Muhammad Nur Haliff Mohd Jamil, Manager, Inflight Cabin, Entertainment & Connectivity • CTX - Group Customer Experience. Email: muhammadnurhaliff.mohdjamil@malaysiaairlines.com
Timeline
Executive
Quality Assurance Customer Experience
2022.11 - Current
Officer Special Product Cargo
Malaysia Airlines System
2017.10 - Current
Customer Service Officer
Malaysia Airlines System
2014.05 - 2017.09
Customer Service Agent
Malaysia Airlines System
2007.06 - 2014.04
SPM - Teknikal
Sekolah Menengah Kebangsaan Sri Rahmat
PMR -
Sekolah Menengah Kebangsaan Sri Rahmat