MUHAMMAD KHAIRIE MOHD HAMI NAM
SERVICE DESK AGENT
Temerluh
Summary
Driven Front Desk Agent highly skilled in managing reservations, telephone calls, and customer inquiries. Poised and professional with total commitment to guest satisfaction. Well-versed in mitigating customer dissatisfaction with prompt service and diplomatic communication and multilingual proficiency in Malay, English, and Japanese, enabling effective communication in diverse environments.
Overview
6
6
years of professional experience
3
3
Languages
Work History
Service Desk Agent
NTT Data
10.2020 - Current
- Provide first-line technical support for end-users, resolving hardware, software, and network-related issues.
- Document and track incidents using IT service management tools, ensuring timely resolution.
- Collaborate with higher-tier support teams to escalate and resolve complex cases.
- Maintain service level agreements (SLAs) and deliver consistent customer satisfaction ratings.
- Expertly managed escalated tickets from initial contact through successful resolution while maintaining excellent communication throughout the process.
- Streamlined service desk operations for increased productivity through effective task prioritization and time management.
Content Moderator
Concentrix
09.2019 - 06.2020
- Reviewed, evaluated, and moderated user-generated content to ensure compliance with community guidelines.
- Identified and escalated inappropriate or harmful content, improving platform safety and integrity.
- Managed high volumes of content with accuracy and efficiency under strict deadlines.
Education
Bachelor's degree - Mechanical Engineering
Nagoya Institute of Technology
Nagoya, Japan03.2019
Skills
Effective multilingual communication
Ticketing system proficiency
Incident management
Escalation management
ITIL framework
SLA management
Customer service
Microsoft office
Timeline
Service Desk Agent
NTT Data
10.2020 - Current
Content Moderator
Concentrix
09.2019 - 06.2020
Bachelor's degree - Mechanical Engineering
Nagoya Institute of Technology
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