Muhammad Azahari Bin Samad
Summary
Customer service management professional experienced with inbound and outbound customer service and collections. Team player with exceptional listening and critical thinking skills. Personable personality that helps avoid call escalations.
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Personable professional with exemplary customer service skills. Knowledgeable in tackling issues and concerns with poise. Looking to take a dedicated career as a Customer Service Executive to the next level.
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Motivated professional well-versed in building productive relationships, resolving complex issues and winning customer loyalty. Brings 20-years background maintaining customer satisfaction and contributing to company success. Proficient in Customer Management Check in and KrisCheck ( Singapore Airlines Basic )
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
22
22
years of professional experience
Work History
Airport Customer Service Manager
SATS
02.2000 - 09.2021
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Followed through with client requests to resolve problems.
- Kept accurate records to document customer service actions and discussions.
- Researched and corrected customer concerns to promote company loyalty.
- Controlled resources and utilized assets to achieve qualitative and quantitative targets.
- Generated customer satisfaction surveys to analyze results into action plans.
- Addressed potential cancellations and offered catered solutions to retain accounts.
Education
No Degree -
Telok Kurau Secondary School
Singapore12.1996
Skills
- Personnel Training and Development
- Staff Management
- Customer Service
- Interdepartmental Collaboration
- Conflict Resolution Techniques
Accomplishments
- Collaborated with team of 32 employees in the development of Marina Bay Cruise Dormitory Project during Covid period
- Was assigned 2IC for the project
Timeline
Airport Customer Service Manager
SATS
02.2000 - 09.2021
No Degree -
Telok Kurau Secondary School
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