Muhammad Firdaus

Experience

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  AEON BIG (M) SDN BHD

  Jan 2014 - Aug 2014

  Cashier
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  Kenny Rogers Roasters

  Apr 2015 - Jun 2015

  Assistant Restaurant Manager
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  Ramly food processing sdn bhd

  Apr 2016 - Jun 2016

  Assistant Supervisor
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  Famous Amos Chocolate Chip Cookie

  Apr 2017 - Jun 2017

  Assistant Outlet Manager
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  SDC Lodge Resort

  Jan 2018 - Mar 2018

  Industrial Trainee
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  Standard Chartered Bank

  Nov 2018 - Jul 2021

  Client Care Executive

  - Effectively engaging with customers through various communication channels such as phone calls, email, and live chat.- Educate and provide effective resolution to client inquiries and concerns related to a wide range of financial products, including Mortgages, Personal Loans, Credit Cards, and CASA (Current and Savings Accounts).- Increased personal sales by over SGD 1,000,000 from the year 2019 until 2021 by improving lead-generation and sales-tracking methods.- Recognized by managers and leaders as the best client service representative.- Maintain strict adherence to confidentiality protocols, particularly concerning financial information and details, in accordance with the Personal Data Protection Act (PDPA). Show less

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  Grab

  Sept 2021 - Aug 2023

  Customer Support Specialist (Financial)

  - Resolve consumers’ inquiries by identifying the root causes of problems and taking appropriate corrective action, increasing the consumer first call resolution (FCR) by 70%.- Demonstrate professional etiquette and manners, improving CSAT ratings by 100%.- Actively resolving an average of 50 inquiries per day.- Provide guidance and assistance for new hires to improve their process knowledge and handling understanding.- Majorly involved with the weekly and monthly process update (Knowledge Base).- Perform due diligence on new customers, requesting KYC information, and documentation, reviewing and verification of received documentation, and making an analytical risk assessment for new and existing clients.- Comply consistently with national financial regulator / central bank regulations (Money Authority of Singapore and Bank Negara Malaysia. Show less

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  NXGEN

  Sept 2023 - Dec 2023

  Customer Experience Officer

  - Maintaining effective communications in between team, engineers and inter-department- Schedule and assigning engineers’ task for activities, service requests and preventive maintenance.- Clarifying customers’ special request while building rapport with them.- Generate a weekly report to ensure proper scheduling for ongoing projects and upcoming priorities.

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  Geniebook

  Feb 2024 - Jul 2024

  Learning Advisor

  - Serve as the lead point of contact and manage more than 300 accounts.- Oversee account setup and implementation, offering product demos / tours and ensuring alignment with goals and values.- Build and maintain strong, long-lasting relationship with parents and students.- Clearly communicate the monthly progress and activity rate.- Ensure the timely and successful delivery of learning solutions for students achievement.- Assist with challenging requests or issue escalations as needed. Show less

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  Wirex

  Aug 2024 - now

  Customer Support Representative