Shazrin Fernandez Johnson Fernandez
Subang Jaya
Summary
Experienced professional seeking a role to maximize robust communication skills, unwavering commitment to meeting deadlines, and solid work ethic. Objective is to contribute these strengths to a dynamic team for collective success.
Overview
4
4
years of professional experience
Work History
Management Trainee
Japan Food Holdings Ltd.
05.2024 - Current
- Assisted supervisors in setting clear goals, establishing priorities, and monitoring progress to ensure successful completion of tasks.
- Gained knowledge of company policies, protocols and processes.
- Acted with integrity, honesty, and knowledge to promote culture of company.
- Maintained high-quality standards in all aspects of work, ensuring customer satisfaction at every touchpoint within the business journey.
- Used company reports to analyze sales, gross profit and inventory activities.
- Developed problem-solving abilities through hands-on experience with real-life business scenarios.
- Assisted with onboarding of new employees by providing training and development resources.
- Established open and professional relationships with team members which facilitated communication, quickly resolving issues, and conflicts.
- Enhanced team performance by implementing effective communication strategies within the group.
- Enhanced customer satisfaction with introduction of customer feedback system, allowing for quick resolution of issues and improvements in service quality.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Showcased strong organizational skills by effectively managing multiple projects and tasks simultaneously, meeting all deadlines, and maintaining a high level of performance under pressure.
Accommodation Services Specialist
Agoda International Sdn Bhd
07.2023 - 02.2024
- Expertly educate partners on extranet utilization and optimize online availability management
- Efficiently activate partner listings through proactive outbound and inbound communication and ticket resolution
- Swiftly process partner sign-ups to maintain a zero backlog standard
- Deliver high-integrity and quality support to Partners and Market Management teams through meticulous ticket handling
- Enhance listing content to significantly boost conversion rates
- Compile and analyze reports to support business needs
- Conduct market and competitive research to inform strategic decisions (as needed)
- Provide solutions for issues impacting “key accounts” and manage connectivity-related transactions, including allotments and cancellations
- Foster knowledge sharing and best practice adoption across the team
- Achieve individual KPIs and contribute to team objectives while adhering to established procedures
- Drive supplier engagement in self-service support and maintenance to enhance autonomy
- Elevate operational efficiency and revenue generation within the team, while streamlining interdepartmental workflows
- Strive to improve Net Promoter and Satisfaction Scores among accommodation partners
Project: Touch 'n Go eWallet (Contract)
Daythree Business Services Sdn Bhd
03.2022 - 03.2023
- Began my journey in this company as a customer service executive agent
- Target of calls per day is68, talk time under6 minutes and hold time under1 minute
- Within just3 months on call floor, the number of calls I achieved is100 with hold time under1 minute and talk time under6 minutes
- Excellent in probing customer's issues and instantly providing a solution
- Confident and bold when carrying out a conversation
- In6 months time, I was promoted to webform (nonvoice) group, I was here for around1-2 months
- I was offered the opportunity to handle Urgent Reso cases whereby it required me to learn how to handle client cases, assist ewallet users who needed instant assistance and clarification on the products
- Carrying on forward, I was requested by the client side to head to Bangsar South (where our HQ is located) to guide and assist our ewallet users face to face
- The purpose of this arrangement is to provide our ewallet users with the convenience to drop by our HQ for further reference or instant assistance
- Many of our ewallet users are elderly citizens and they do not find communicating via email convenient, thus, they prefer to drop by our HQ
- In a month, twice I am placed at Subang UOA and at our HQ, Bangsar South
- I'm constantly moving to and from
- Working in this company for a year, I handled email, gained control over250 product knowledge in the ewallet app, developed enhanced communication skills with our users, developed leadership skills teaching and guiding the new agents
Customer Service Representative
Ninja Van
09.2021 - 02.2022
- Managing incoming calls and emails from clients
- Resolving product or service problems by clarifying the customers complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correctionor adjustment following up to ensure resolution
- Identifying and assessing clients need to ensure service excellence
- Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer's experience
- Handling day-to-day administrative task
- Responsible for compiling and generating reports as they relate to customer service surveys
- Develop the strategy the team will use reach its goal Create reports to update the company on the team's progress
Telemarketing Executive
Maybank
01.2021 - 08.2021
- Promotes and acquires customers for insurance products within Maybank group
- Process customers application in a timely manner
- Achieve sales performance and productivity indicator eg daily targets, talk time, submissions and approvals
- Adhere to all banking regulations and policies at all times
- Strive to achieve individual sales targets through identifying in close sales opportunities via telephone
- Upsell and cross-sell to contribute to virtual banking revenue
- Persistently champion the Maybank brand to maximize sales opportunities
- Continuously maintain professionalism and confidentiality
- Ensure high standards in making sure all presentations to customers are in accordance to product guidelines and script
Education
Bachelor In Education - Education
Management and Science University
Shah Alam01.2022
Skills
- Fast learner
- Communication
- Adaptability
- Problem Solving
- Teamwork
- Creativity
LANGUAGES
Bahasa
English
PERSONAL DETAILS
- Date of birth:29/11/1995
- Nationality: Malaysian
- Marital status: Single
Timeline
Management Trainee
Japan Food Holdings Ltd.
05.2024 - Current
Accommodation Services Specialist
Agoda International Sdn Bhd
07.2023 - 02.2024
Project: Touch 'n Go eWallet (Contract)
Daythree Business Services Sdn Bhd
03.2022 - 03.2023
Customer Service Representative
Ninja Van
09.2021 - 02.2022
Telemarketing Executive
Maybank
01.2021 - 08.2021
Bachelor In Education - Education
Management and Science University
Similar Profiles
Kate Ow Yong Le YuKate Ow Yong Le Yu
Waiter at Japan Food Holdings, Tokyo ShokudoWaiter at Japan Food Holdings, Tokyo Shokudo
Jayna HoongJayna Hoong
Service Crew Member at Japan Food HoldingsService Crew Member at Japan Food Holdings
Kurara UedaKurara Ueda
Manager at RRDonnelley Holdings Japan G.K.Manager at RRDonnelley Holdings Japan G.K.
See Chon YeeSee Chon Yee
Field Sales Account Executive at Ricoh malaysiaField Sales Account Executive at Ricoh malaysia
NADEERAH MASKANNADEERAH MASKAN
Tax Consultant Assistant at KPMG Tax Services Sdn BhdTax Consultant Assistant at KPMG Tax Services Sdn Bhd