1. Mohammed Johari Reed Bin Mohamed Faizal
Current Address Permanent Address
Address : 54 Jalan Haji Yahya Sheikh Ahmad ,
Kampung Baru,
50300,
Kuala Lumpur .
Malaysia
Address : 54 Jalan Haji Yahya Sheikh Ahmad ,
Kampung Baru,
50300,
Kuala Lumpur .
Malaysia
Tel (Home) : 60- 03- 26984557 Tel (Home) : 60- 03- 26984557
Tel (Office) : 60- 03- 26971999
Tel (Mobile) : 6013-2880069
Email : Johari.reed@gmail.com
Personal Particulars
Age : 33 years Date of Birth : 15 July 1982
Nationality : Malaysia Gender : Male
Marital Status : Married IC No. : 820715-14-5961
Educational Background
Highest Education
Level : Bachelors Degree CGPA : Last CGPA 3.2
Field of Study : Bachelors Degree In Marketing
Minor Finance - Incomplete
Major : Marketing
Name of Institution : University Technology Mara Shah Alam
Location : Shah Alam Selangor Graduation Date : 2007
Second Highest Education
Level : Diploma CGPA : 2.6
Field of Study : Diploma In Business Studies
Major : Business
Name of Institution : University Technology Mara Segamat Johor
Location : Segamat Johor Graduation Date : April 2004
High School Level Education
Level : SPM ( Technical School ) Grade : 1 . 24 Aggregate
Field of Study : Electrical Electronic Engineering
Major : Electrical Engineering SPM Level
Name of Institution : Sekolah Menengah Teknik Kuala Klawang
Location : Jelebu N. Sembilan Graduation Date : Dec 1999
Lower High School Level Education
Level : PMR Grade : PMR 3 A’S 5 B’s
Field of Study : NA
Major : NA
Name of Institution : Sekolah Menengah St. John Kuala Lumpur
Location : Bukit Nanas Kuala Lumpur Graduation Date : Dec 1998
2. Certification Year
Islamic Financing Training Certificate (ANGKASA PROFESSIONAL TRAINING SEMINAR)
Six Sigma Awareness (VADS)
Monitoring & Coaching for Improved Call Center Performance (Vads)
Change Management Training (VADS)
The Guide to an Effective Presentation (Vads)
Customer Operations Performance Center (COPC) Training (VADS)
TM Living The Brand
Management Development Program – Coaching for Top Performance (Vads)
Managing Absenteeism (MEF Academy)
Train The Trainer (MEF Academy)
Behavioral Based Interviewing (Recruiting for result Through Effective Behavioral
Interviewing Skills – Compass Mind Asia
8 Module Management Training (VADS)
2011
2008
August 2007
August 2007
August 2007
August 2007
August 2007
April 2007
October 2007
December 2007
February 2008
February 2006
COPC Effectiveness Training (VADS) August 2006
Customer Service Skills April 2005
Group Interview Training (Vads)
Process Handling Irate Customer (VADS)
Coaching For Success – Leading People Seminar (Scicom Smart Academy)
Customer Service Skills – Total Customer Delight Program (Scicom Smart
Academy)
August 2006
October 2005
November 2004
October 2004
CAREER OBJECTIVE:
To Be able to undertake the challenges of Managing A Larger Group of people In Corporate Management and Able to Lead
the Entire Operation.
As you all will noticed, creating a successful leader is more of a provocative challenge than ever before. An effective, results-
producing Leaders needs to process a global, wide-ranged vision and successful event production, in tandem with the talent
and ability to tap into our existing system channels. As a Team Manager with these qualifications, my success lies in my
ability to evaluate each of these channels, determine the most appropriate mix of system tools, closing gaps and create
succesfull campaigns that deliver results efficient. Highlights of these experience and demonstrated talent, I believe that I
could bring your organization into direct success
Last Drawn Salary : RM4200 + Incentives and Allowance of RM 250 +RM300
Expected Salary : (RM4900) - (RM6500)
Preferences : Willing to Travel:Heavy (>70%)
Willing to Relocate : Yes
Possess Own Transport : Yes
Availability : 1 Month Notice
3. Employment History
Employment History
Team Leader YTL COMMUNICATION SDN BHD | Selangor, Malaysia (Dec 2015 Till Current)
Industry : Telecommunication
Specialization : Customer Service
Role : Supervisor/Team Lead
Position : Level Manager
Monthly Salary : MYR 4,200 + Allowances (RM600)
Staff Management
•In charge of Leading a Team of 21 Customer Service Team Member to Achieve company target of 80 % KPI achievement
•Coaching & Counseling for staff in operation
•Dissemination of information to the Operations floor
•Ensuring all SOPP, Business Process and Product Information are updated in a timely manner to all Staff
•Handling inquiries & complaints from all Yes Store and other department.
•Constantly involved in Operations meeting to identify and rectify issues & challenges
•Handling escalated calls/complaints/cases
Managing the SLA 5 section which consist of Inbound, Email Team, 2nd
Level Technical & Case Management Team, Premier
Support and Enterprise Operation Team and Sales Retention Team.
Quality Control and Training
•Analyze and monitor knowledge level of staff on -weekly assessment set by training Department
•Working in hand with the Quality Assurance Team in terms on identifying knowledge gap based on analysis
•Conduct special Product launches, System & Process Enhancement training program for in YES
•Attend new product launch (NPL) by product owner.
Plan, organize and ensuring training conducted as schedule for Call center. Preparing training material, assessment and
quizzes.
•Constantly and Closely Monitoring Staff Calls and to keep up with the standards drawn down by the Quality Assurance
Team
•Being the Subject Matter Expert (SME) for all Products and Services. Being the center point for Knowledge Management in
the Operation Team.
•Conduct frequent training on all Product and Services for Operations Team.
•Handling Projects for Knowledge Management in grey areas which are not known by Training Team. Work hand in hand
with Knowledge Management Team in identifying corrective action in delivering efficient training that requires by the
Operation Team.
Floor Manager Task and Duty Manger & WFM
•Escalating Network Related Issues to Client Network Team
•Escalating IT related Issues to Service Helpdesk, Network Team, Monitoring
•Break Management to regulated staff for break time and call volume
•Managing Service Level
•Daily Managing Service Level and Incident Log Report to HOD
•Direct report to HOD on IVR activation
•Managing the daily staff movement and performance management on floor.
•Managing Staff Auxs
•Assisting and Managing Staff Scheduling
•Effective Capacity Planning & Staff scheduling for the Contact Centre to meet Service Levels
•In Crisis mode making sure operation run smooth and meeting the SLA for service Level ,
•Analyzing call pattern to suit the floor requirement for break time , in the event to offer overtime to ensure the call center
able to cater the call volume .
•Constantly monitoring and analyzing Real time data of call, aux and performance of the service level and agent
whereabouts and handling time in order to meet the SLA.
•Manage and adjust call routing when unusual call pattern exist.
•Updates Schedule to ensure Service level are met.
•Provide daily weekly and monthly top management report.
•Schedule staff shift around forecasted call pattern and call volume projections.
Skills Developed within Role
Negotiation Skills and Relationship Building
Service Delivery
Coaching skills
Training Skills
Analytical Skills
4. Team Management Skill
Customer Satisfaction (CSAT)
Enhancing Customer Experience
Team Building
Performance Management
Selling to Customer Needs
Motivation for Sales
Sales Planning,
Market Knowledge on Fast-moving consumer goods (FMCG)
2.
Company Name : Bikers Choice (Oct 2012 till Nov 2015)
Position : Sales Operation & Customer Service Manager
Level : Manager
Specialization : Automobile Sales and General Insurance
Industry : Automobile
Salary : RM 6500.00 + Commission
Reason for Leaving: Business Owner have financial Issues
Work Description - Sales Operation Customer Service Manager
Responsible for creating the Customer Loyalty to Company Brands and Image
Maintaining Customer Satisfaction at all time.
Responsible In Promoting Brand Name and managing quarterly Event and Road shows
Responsible in all Daily operational Issues
Responsible replenishment of stock supply.
Determines annual unit and gross-profit plans by implementing marketing strategies; analysing trends and results.
Establishes sales objectives by forecasting and developing annual sales quotas for regions and territories;
projecting expected sales volume and profit for existing and new products.
Assist in the development of the annual marketing plan, specifically advising on: realistic forecasts for each product
and territory (based on historical data, market trends, competitive activity, promotional strategy and sales effort),
realistic costs of operating the sales force; and sales promotion programme plans.
Implements sales programs by developing field sales action plans.
Maintains all Bikes, Spare part and Accessories and Insurance sales volume, product mix, and selling price by
keeping current with supply and demand, changing trends, economic indicators, and competitors.
Establishes and adjusts selling prices by monitoring costs, competition, and supply and demand.
Complete sales operational requirements by scheduling and assigning employees; following up on work results.
Maintains sales staff by recruiting, selecting, orienting, and training employees.
Responsible for obtaining profitable results through the sales team by developing the team through motivation,
counselling, skills development and product knowledge development.
Maintains professional and technical knowledge by attending industry related business workshops; reviewing
industrial professional publications; establishing industrial networks; participating in industrial professional
societies.
Contributes to team effort by accomplishing related results as needed.
Plan and implement a specific appraisal system that describes the responsibilities and performance standards for
each member of the sales team, set individual sales and commission targets and administer the commission plan.
Skills Developed within Role
Negotiation Skills and Relationship Building
Coaching skills
Training Skills
Analytical Skills
Team Management Skill
Selling to Customer Needs
Motivation for Sales
Sales Planning,
Market Knowledge on Fast-moving consumer goods (FMCG)
5. 3.
Company Name : ValeServe (M) Sdn Bhd (Sept 2011 till Sept 2012)
Position : Regional Solving Area Analyst (Asia Pacific Europe and Middle East Role)
Level : Senior Analyst
Specialization : Procurement & Finance
Industry : Mining – Iron Ore
Salary : RM 6000.00 + monthly allowance.
Reason for Leaving: Company Downsizing Activity due to Regional Relocation Global Economic Condition
Work Description - Regional Solving Area Analyst
Main Task and Involvement in Process Change Management from Centralized Operation to Shared Service Organization
The transition of two major business process which involves Procurement and Finance.
The task involved of bringing all the required processes to Malaysia as the regional Hub for Asia Pacific Finance and
Procurement Processes regardless of the complexity of each different country operation.
As a Solving Area Analyst the duty involves supporting other business and the interface between the Relationship
Support Center (Shared Services & Customer Service) and the solving areas.
Plan and follow up process improvement opportunities.
Implement continuous process improvements by analyzing possible gaps and underperformance of the second level
indicators (backlog, attendance on time, retention level, complaints, and satisfaction survey).
Plan and execute new relationship demands which will benefit the Organization by bringing in other possible
processes to the Shared Services.
Working in a relationship management activity which involve Managing the Relationship Support Center second
level activities, guiding and clarifying questions related to their work and the tool being used, contributing to
constant improvements of the service level.
Provide administrative support to the implementation of new projects related to the relationship area by scheduling
meetings, making direct contact with focal points, and answering possible questions related to the projects.
Support the implementation of Relationship Support Center at international locations, collecting information
for scripts, scheduling meetings, answering questions related to the projects and preparing training sessions for
first and second level support team.
Guarantee the publication of the solving areas reports.
Control the area routine like investment, costs, etc.
Skills Developed within Role
Multi-cultural work environment
System Knowledge on SAP – Procurement & Finance
Project Management Skills
Vendor Management skills
Process Enhancement & Process Review
Coaching skills
Training Skills
Analytical Skills
Management Skill
4.
Company Name : ExxonMobil (M) Sdn Bhd (July 2008 till July 2011)
Position : Asia Pacific Vendor Management Analyst / Sr. Loyalty Operation Analyst
Level : Senior Analyst
Specialization : Fuels Marketing (Brand Loyalty)
Industry : Oil and Gas –Fuels Marketing / Branding and Marketing
Salary : RM 4952 + monthly allowance.
Reason for Leaving: Company Downsizing Activity due to Current US Economic Crisis
Work Description - Vendor Management Analyst
Review of loyalty communication materials for operational consistency
6. Manage vendors – Call centre, card producers, fulfillment house.
Involve procurement work where task includes raising of Purchase orders according to related work flow.
Screening through Vendor Agreement before submitting to Legal and negotiation with vendors.
Preparing letter of Intent to selected Vendor.
Coach call centre on any related issues regarding procedures, performance standard and training.
Perform operational review (Audit) at EM vendor call center –Call Centre Marketing for AP countries - M'sia, S'pore,
HK, Guam and Saipan
Monthly operations review/analytical review
Periodic review/update of operation manual
Monitor backlogs and the performance of Call Centre in relations to data
Liaise with loyalty operations group from the above countries on Call Centre performance, data entry, redemptions,
points transfer, etc
Preparing regular report regards to the vendor activity and SLA.
Handle any escalation cases on member complaints through Smiles call centre and other functions.
Coach call centre on any related issues regarding procedures, performance standard and training.
Act as the Subject Matter Expert and frequently Train the Contact Center Trainer on all Esso New Launch product
and new developed SOP’S
QA (Question answer) Review verification
Audit the QA result of the Call Centre
Update and review Call Centre operations procedures
Coordinate Call Centre UIA Gap closure/Audit
Ad-hoc project assignment related to call center
Other ad-hoc assignment.
Involvement in Vendor Change Management (Call Center) Operation transition which involved the complexity of
different country operation.
Work with Brand / CMW Marketing / DDB to ensure implementation of IMP activities.
Work with Brand / CMW Marketing / DDB in each Gate Process and final evaluation of programs.
Managing The Loyalty Card Business by frequently aliasing with Loyalty Card Vendor CMW Marketing
Frequent monitoring on Invoice Billed out to Company and Analyzing all invoice comparing it with P.O and D.O.
Frequent monitoring on Invoice Billed out to Company and Analyzing all invoice comparing it with P.O and D.O.
Preparing regular report regards to the vendor activity and SLA.
Participate in negotiation with Retail partners together with CMW and procurement on the product offerings and
operational requirements
Independent stock take at service providers’ warehouse for cards/collaterals
Fraud Management Role (Seconded to Fraud Management Dept. for 8 Month)
Prepare samples of cards to be verified to analyze the high transaction in-order to identify fraudulent activity
Work closely with Call Centre on calls made to customers/dealers on fraud investigation status
Follow up/review/monitor status of fraud investigation cases will call Centre/retail sales
Periodic review of fraud management process and procedures
Deal with customer on card activation request
Managing Fraud Analyst Assistant (Fraud Team) on pending cases
Preparing report on completeness of investigations/verifications and also action plan and follow-up
Liaising with Commercial Crime Police for genuine fraudulent cases.
Other ad-hoc assignments
Skills Developed within Role
Multi-cultural work environment
Skill related to Retail, card business and loyalty Business operations
Loyalty systems
Customer service
Vendor Management skills
Coaching skills
Training Skills
Analytical Skills
Management Skill
Fraud Management Skill
7. 5.
Company Name : VADS Berhad ( Dec 2007 till July 2008)
Position : Floor Manager ( Real Time Floor Management Specialist)
Level : Operation Support
Specialization : Floor Operation Management
Industry : Call Center Operations/Customer Support Services Marketing and Branding Management
Salary : RM 3200 + Allowance + Monthly KPI Bonus (Gross Income RM 3700)
Reason for Leaving: Career Enhancement
Work Description (01st Dec 2007 till July 2008)
Floor Management
Floor Manager Task and Duty Manger
Escalating Network Related Issues to Client Network Team
Escalating IT related Issues to IT Helpdesk
Break Management to regulated staff for break time and call volume
Managing Service Level
Daily Managing Service Level and Incident Log Report to HOD
Direct report to Client on IVR activation
Managing the daily staff movement and performance management on floor.
Managing Staff Auxs
Assisting and Managing Staff Scheduling
Effective Capacity Planning & Staff scheduling for the Contact Centre to meet Service Levels
In Crisis mode making sure operation run smooth and meeting the SLA for service Level ,
Analyzing call pattern to suit the floor requirement for break time, in the event to offer overtime to ensure the call
center able to cater the call volume.
Constantly monitoring and analyzing Real time data of call, aux and performance of the service level and agent
whereabouts and handling time in order to meet the SLA.
Staff Management
Overlooking the performance of over 800 Customer Service Executive.
Coordinating supervising 30 Team Leader to manage their team the ability to achieve Daily, Weekly, Monthly and
Yearly Service Level.
Constant follow-up on with respective Operation Manager on the performance management review of their Team
Leader.
Department Reporting Task And Operational Task
Direct reporting to Senior Operations Support Manager
Agent Daily Operational Service Level Analysis
Departmental Daily Service level Operational Reports
Handle ad hoc & special project to improvise departmental process to achieve department goal
Provide feedback and recommendation towards improvement and better implementations
Handle ad hoc & special project to improvise departmental process to achieve department goal
Closely working with backend dept. (for line activation), and all support departments/divisions (for example:- Credit
Control, Network, Finance, Roll Out, I.T.) on matters which impact corporate and Mass customers contract and
usage.
Overall responsibility for daily operations of Celcoms dedicated Mass and Corporate HelpDesk, and analyzing on
areas where we can constantly improve the experience of our customers to ensure that they are Delighted on every
point of contact that they have with Celcom.
Training Task
Provide training to staff on new product availability. Act as the Subject matter expert on all Loyalty and Brands
Products and Services.
Frequently accessing and valuating staff knowledge on each training given.
Providing easy access for all Staff on the Knowledge Database.
8. 6.
Company Name : VADS Berhad ( Since December 2005)
Position : Team Leader / Acting Floor Manager (MIDNIGHT)
Level : Operation Leader
Specialization : Team Management
Industry : Call Center Operations/Customer Support Services, Marketing and Branding Management
Salary : Gross RM2700 + Allowance + Monthly KPI Bonus
Reason for Leaving: Promoted Up
Work Description (21st December 2005 till December 2007)
Staff Management
In charge of Leading a Team of 15 Customer Service Team Member to Achieve company target of 80 % KPI
achievement
In charge of about 22 staff per night in Midnight Careline and overlooking 2 staff in IOS Dept. 3 staff in Netcare
Dept and 2 staff in Escalation Team and 1 Staff in CPS Dept.
Coaching & Counseling for staff in operation
Dissemination of information to the Operations floor
Ensuring all SOPP, Business Process and Product Information are updated in a timely manner to all Staff
Documenting internal processes for COPC certification
Handling inquiries & complaints from all Celcom (client)
Constantly involved in Operations meeting to identify and rectify issues & challenges
Handling escalated calls/complaints/cases
Implementing the Key Performance Indicators (K.P.I.s) for the Midnight Teams and aligning this with the business
goals for 2006 and 2007 (In accordance to Balance Score Care Strategy Developed By Management) (which
contract renewal of Staff), and establishing the related reports required and the method logy and frequency of
report generation
Quality Control and Training
Analyze and monitor knowledge level of staff on -weekly assessment set by training Department
Working in hand with the Quality Assurance Team in terms on identifying knowledge gap based on analysis
Conduct special Product launches, System & Process Enhancement training program for in Celcom Project
Attend new product launch (NPL) by client
Constantly and Closely Monitoring Staff Calls and to keep up with the standards drawn down by the Quality
Assurance Team
Being the Subject Matter Expert (SME) for all Products and Services. Being the center point for Knowledge
Management in the Operation Team.
Conduct frequent training on all Product and Services for Operations Team.
Handling Projects for Knowledge Management in grey areas which are not known by Training Team. Work hand in
hand with Knowledge Management Team in identifying corrective action in delivering efficient training that requires
by the Operation Team.
Acting Floor Manager Task and Duty Manger
Escalating Network Related Issues to Client Network Team
Escalating IT related Issues to IT Helpdesk
Break Management to regulated staff for break time and call volume
Managing Service Level
Daily Managing Service Level and Incident Log Report to HOD
Direct report to Client on IVR activation
Managing Staff Auxs
Assisting Staff Scheduling
Effective Capacity Planning & Staff scheduling for the Contact Centre to meet Service Levels
Department Reporting Task And Operational Task
Direct reporting to Senior Operations Manager
Agent Daily Operational Report to on Auxs and MC Trend and Analysis
Departmental Daily Operational Reports
Handling escalated calls/complaints/cases
9. Product Training To Staff
Call Quality management
Customer Satisfaction Index
Monitoring EDC Terminal Port and handing over Payment Receipts to Clients Every Morning
Liaison with Support Dept/Credit Dept/Branch/Collection, etc
Handle ad hoc & special project to improvise departmental process to achieve department goal
Provide feedback and recommendation towards improvement and better implementations
Closely working with backend dept.(for line activation), and all support departments/divisions (for example:- Credit
Control, Network, Finance, Roll Out, I.T.) on matters which impact corporate and Mass customers contract and
usage.
Overall responsibility for daily operations of Celcoms dedicated Mass and Corporate HelpDesk, and analyzing on
areas where we can constantly improve the experience of our customers to ensure that they are Delighted on every
point of contact that they have with Celcom.
Staff Development
Constantly focus on areas on Staff Development and Growth towards Leadership Quality and staff progress and
movement within the organization
Focuses on Staff interpersonal skill and self-grooming staff towards preparing Leadership Quality for taking over
Team Leader Position
Managing and planning candidates for career development for all key roles in the contact centre
Interviewing Task
Involve in the group interview session for New batch of recruitment at contact center.
To evaluate candidates on their communication skills and level confidence to take the challenge for the post.
To do pre interview session for candidate for the post of team Leader before proceed to next round of panel
interview by Operation Managers
Office Safety, Health & Environment (OSHE) Floor Manager
Constantly focus on areas on Staff and Health in organization environment
Constantly check Work place is Safety condition to work in
In charge of evacuation of staff from Building in Emergency situation
Training Task
Provide training to staff on new product availability. Act as the Subject matter expert on all Celcom Products and
Services.
Frequently accessing and valuating staff knowledge on each training given.
Providing easy access for all Staff on the Knowledge Database.
7.
Company Name : VADS Berhad ( Since February 2005)
Position : Customer Service Executive
Level : Operation
Specialization : Customer Service, Marketing & CRM
Industry : Call Center Operations
Salary : RM 1680.00
Reason for Leaving: Promoted Up
Work Description (5th December 2004 – 1st
February 2006)
Provide assistance on queries and problems related to recharging via Pcare, Balance, SMS Balance, Line Status and
SMS Status. Create and solve cases for customers who facing network/system problems.
Liase with Team Managers to check the pattern of problems arises day by day operation and to enhance and maintain
the service level up to company's objective.
Provide assistance to NETCARE (Technical Helpdesk) with queries on WAP, SMS, DATA2GO - (Fax & Data), CGIA,
UMS - (ISP), GPRS, 3G and CELCOM.NET - (ISP).
Train new staffs on how to answer calls up to Vads / Celcom Standards and how to use the CLARIFY System
accordingly. Provide the necessary product information, materials and settings. Guide them on handling difficult calls,
time management while on working hours.
Coaching Customer Service Executives (CSE) in their call monitoring by having side by side call evaluation and as
well coach on their performance.
10. Attending meetings to update on organization issues. Conducting "One Voice" meeting to all CSE regarding the issues
discuss with the management.
Taking escalation calls and cover the floor due to lack of Team Leaders.
Fully take over Team Leader position whenever he/she is on Annual Leave or Medical Leave. It includes handling
daily staff attendance, updating reports and etc.
8.
Company Name : Naza Marine Sdn Bhd
Position : Sales Operations Executive (Oct 2003 – June 2004)
Level : Executive
Specialization : Technical and Sales
Industry : Marine and Automobile
Salary : RM 800.00
Work Description (Oct 2003 – June 2004)
Responsible of the Sales of Marine and Super bike are meeting company expectation and target
Involving in creating Customer Loyalty to Company Brands and Image
Responsible In Promoting Brand Name and managing Event and Road shows for the to serve Company Objective
in Boosting Revenues
Responsible in Daily operational Issues
Forecasting Monthly Sales Volume
Handling Dealer Representative to Boost Up Sales Volume
Co-Relation With Franchise Owner For Stock Ordering Purpose
9.
Company Name : K & N Kenanga Bhd
Position : PA To a Remisers
Level : Executive
Specialization : Investment
Industry : Stock Brooking
Salary : RM 800.00
Work Description (Oct 2000 – June 2003)
Responsible of the Monitoring Stock Movement
Organizing Remieser Schedule and meeting Client Expectation
Handling Client Enquiries and taking in Daily Order
Responsible in Daily operational Issues
10.
Company Name : IDEAL AXIS SDN BHD
Position : ASST. TEAM MANAGER (SALES & MARKETING TEAM)
Level : Executive
Specialization : SALES & MARKETING
Industry : MARKETING
Salary : RM 1500.00 BASIC + GROSS MONTHLY COMMISION RM 6000
Work Description (DEC 1999 – OCT 2000)
Developing Weekly And Monthly Sales Strategy
Organizing Sales and Marketing Team Member To Segment Market Strategy
Responsible of the Monitoring Stock Control Movement
11. Forecasting Monthly Sales Volume
Handling Client Enquiries
Responsible in Daily operational Issues
Handling Event For Promotion Purpose
Developing Reputation With Client
Managing Sales Executive Sales Target
Skills
Skill
Years
Proficiency
SAP System Skill (Procurement & Finance) >2
Intermediate
MS Word >10
Advanced
MS Excel >10
Advanced
MS PowerPoint >10
Advanced
MS Database >5
Intermediate
Lotus Office Applications >3
Intermediate
Customer oriented and services skill >10
Advanced
8 Module Team Management Training (VADS) >8
Advanced
Group Interview Training >8
Advanced
Management >8
Intermediate
Behavioral Based Interviewing >8
Intermediate
Effective Presentation >8
Intermediate
Sales and customer persuasion skill >10
Intermediate
COPC Training (VADS) >8
Intermediate
Managing Absenteeism >5
Intermediate
Languages
Proficiency (Best=10 - Worst=1)
Language
Spoken
Written
English
10
10
12. Bahasa Malaysia
10
10
Mandarin
2
0
Miscellaneous
Text Resume : CAREER OBJECTIVE:
To Be Able to Take the challenge of Managing A Larger Group of people In Corporate
Management and Able to Lead the Entire Operation.
Achievement
YTL Communication Sdn. Bhd.
Receive recognition letter for best Team Leader.
ExxonMobil (M) Sdn.Bhd.
Receive recognition letter on the successful in accomplishing with the implementation transition
of Call Center Vendor and aligning all Asia Pacific ExxonMobil office activities to the new vendor.
Receive recognition letter on the successful in completion of the developing, aligning &
streamline all Asia Pacific Countries Processes to one Standard Operating Procedure for the
Esso Smiles Call Center Vendor to the new vendor.
Vads & Celcom (M) Berhad
Awarded High Flyer Ops Support Staff (highest number of staff achieving monthly KPI
in Q1 & Q2 By Vads Operation Director July 2008)
Vads & Celcom (M) Berhad
Awarded Best Team Leader By Vads Operation Director March 2006
Awarded Best Team Leader By Vads Operation Director June 2006
Awarded Best Team Leader By Vads Operation Director September 2006
Awarded Best Team Leader By Vads Operation Director December 2006
Won the Best Awarded Best Team Leader By Vads Operation Director 2nd
Quarter 2006
Awarded Best Customer Service Executive By Vads Operation Director August 2005Awarded
Best Customer Service Executive By Vads Operation Director Sept 2005
Awarded Best Customer Service Executive By Vads Operation Director October 2005
Awarded Best Sales Executive By Managing Director Ideal Axis Sdn Bhd Februari 2000
Awarded Best Sales & Marketing Executive By Managing Director Ideal Axis Sdn Bhd March
2000
Awarded Best Sales Team Award By Managing Director Ideal Axis Sdn Bhd April 2000
Awarded Best Asst Team Managers Award By Managing Director Ideal Axis Sdn Bhd Sept 2000
Management Skills
Demonstrated skills in communication
ability to build rapport with different levels of staff /perform needs assessment/employ diplomacy
and active listening
Organized and detail oriented
streamlined and re-organized administrative protocol and procedures
Proactive team member
responded and initiated resolutions to client inquiries needs/resolved staff impediments/exercised
initiative to embark on new events
Performed independently and effectively in a multi-task environment
sustained operations of working environment without supervision
Good time management and sense of prioritization
Good conflict and relationship management background advantageous: with vendor and
customers)
13. Communication and Team Work
Excellent communication skills including tact and diplomacy with managers, team members and
strong ability to convey directions and provide feedback as required;
Able to create an environment to facilitate two-way communication / bi-directional feedback,
even in the most adverse/hostile conditions;
Always practicing an Open door policy for fellow colleagues and superiors;
Have a love to work and interacting with people;
Directive and supervisory roles in work experience/various job roles in conjunction with ability to
draw from experiences while in Sales and Customer Service
Current job role involves having constant interaction and team work inter-departments.
Problem Solving
Developed the skill and ability to ‘think outside of the box’ and to constantly to think on ones
feet, especially when caught off guard - brought about through having an in depth
understanding of related disciplines (examples include) Information Technology, Telephony
system, Human
Resources issues, involved in a day-to-day running of Contact Centers & Call Centers, both in
practical and theoretical aspects
Resources issues, involved in a day-to-day running of Sales Operation And Marketing , both in
practical and theoretical aspects
Quick in providing alternatives and lend a guiding hand to managers and teams, may it be of
work or personal nature
Willing to try unconventional approach(s), flexible and open to 360 feedback;
Ability to readjust and refocus a Department and Unit plans when faced with the constant changes
in the ‘Profit and Loss’ of Sales and Forecasting Unit, when Service Level Agreements or when
Sales figures are not on target.
INTERPERSONAL TRAITS AND ATTITUDE:
Excellent communication skills
Friendly & straight forward
Open minded
Good sense of humor
Emotional
Demonstrative
Cheerful
Enthusiastic
Expressive
Sincere
Always Curious
Self-sacrificing
Creative
PERSONAL STRENGTHS:
Leadership charisma
Dynamic team player
Highly Profit Oriented
Sense of responsibility
Highly inquisitive
Creative and resourceful
Excellent skills in communication
Dependable
Schedule-oriented and detail conscious
Faithful and devoted
Willing to listen
Problems Skills
Analytical Skill
References
Name : Ignatius Erdiasamy
Telephone : 6013-3988188
Email : ignatius.erdiasamy@frogasia.com
Position : Support Manager
Company : FrogAsia Sdn Bhd (A YTL Company)
Name : Mr. Fadil Ali
Telephone : 60-12-2874801
Email : Fadil@Bikerschoice.my
Position : Sales Director
Company : Bikers Choice
14. Name : Madam Fuziah Bte Saad
Telephone : 60- 019- 2314229
Email : fuziah_saad@celcom.com.my
Position : Senior Operation Manager
Company : TM VADS Bhd (CELCOM Project)
Name : Madam Mastura Osman
Telephone : 60 12 2027418
Email : mastura.osman@exxonmobil.com
Position : Country Manager
Company : ExxonMobil Sdn Bhd / Esso Malaysia Berhad
Name : Kritika Sharifuddin
Telephone : 60 10 2310335
Email : kritika.sharifuddin@tunemoney.com
Position : Manager Reward Operation ( Previous Employer – Country Supervisor for ExxonMobil Loyalty
Operation Team)
Company : Tune Money Sdn Bhd
Name : Madam Lolita Suffian
Telephone : 60 192004846
Email : lolittas@gmail.com
Lolita.suffian@cimb.com
Position : Vice President – VP Customer Relation Unit (CRU)
Company : CIMB Bank
Name : Mr. Mohd Sani Abbas
Telephone : 60 19 4744222
Email : sani.abbas@cimb.com
Position : Branch Manager – Preferred Banking
Company : CIMB Bank
Name : Mr Maran K
Telephone : 60- 16- 2332807
Email : maran.kashidasan@tm.com.my
Position : Manager – (Real Time Floor Managers Specialist Team)
Company : TM (VADS Bhd (CELCOM Project)
Name : Fenton Chau
Telephone : 852-3197-8916
Email : fentonchau@hotmail.com
Position : Asia Pacific Card Operation Manager
Company : ExxonMobil Hong Kong
Name : Mr. Misli Zam Zam
Telephone : 60- 12- 626-8180
Email : misli.zamzam@alrajhibank.com.my
Position : Asst Vice President – Retail Banking (Cooperative Loan)
Company : Al-Rajhi Bank Malaysia
Name : Mr. Mohamed Faziz Bin Mohamed Noor
Telephone : 60- 13- 514-3180
Email : faziz@kosamudra.com
Position : Vice Chairman – (Board of Cooperative)
Company : Koperasi Samudra Malaysia Berhad
