Ahmad Hafiz

Motivated and friendly young professional who is committed to providing high-quality personalized customer experience. Excellent command in verbal and written English with mastery over knowledge of Microsoft Office tools. Experienced in working in contact center and establishments that serve 110+ customers daily. Seeking to leverage skills and experience to contribute to excellent quality customer experience.

Part-Time Crew (January 2023)

KREATE @ KPJ Damansara Specialist Hospital

• Handled customer requests and complaints professionally and escalated to the supervisor when necessary. 
• Worked in collaboration with colleagues to ensure smooth processes and customer satisfaction. 
• Maintained compliance with company policies and procedures for food safety, sanitation, and quality. 
• Keep equipment operating in excellent condition by following operating instructions, troubleshooting breakdowns, and performing preventive maintenance.

Telemarketer (September-October 2022)

Obright Sdn Bhd @ Phileo Damansara

• Responded to over 110 customer calls daily and addressed insurance inquiries from escalated clients. 
• Maintained performance and daily goal (KPI) by 90% every month. 
• Developed and implemented an adaptable script to approach new clients, saving up call time per client by 65%. 
• Resolved client inquiries with professionalism to ensure that service levels and customer satisfaction index are met. 
• Maintained a strong knowledge of all products and services offered to guarantee the best service and experience for all clients.

Professional Development (March-August 2022)

Career Break

• Completed courses in Coursera and IBM SkillsBuild for customer service and technical support. 
• Deepened knowledge and understanding of soft skills through teamwork, agile, and telephone etiquette courses. 
• Achieved mastery over basic and advanced knowledge of Microsoft Office software such as Word, PowerPoint, and Excel. 
• Attained technical and product knowledge of Customer Relationship Management (CRM) tools such as HubSpot and Salesforce.

Intern (July-September 2021)

Rhazes Telepharmacy

• Spearheaded a team of five interns for Quit Smoking team efficiently, keeping the team's morale high. 
• Drafted proposals with a team of five interns for Public Relations team for collaboration with potential networking partners for Rhazes Telepharmacy, 
• Edited videos with subtitles, transitions, animations, and sounds through video editing software such as Premiere Pro and Wondershare Filmora. 
• Designed graphic materials such as posters, digital invitation cards, and Facebook ad banners through Canva.

International Islamic University Malaysia

• Bachelor of Human Sciences (Psychology)
• Completed 126 credits.
• Actively involved with various events with IIUM Theatre Club and Nafastari Dance Club with positions.

Malay College Kuala Kangsar

• International Baccalaureate (IB)
• Diploma in Science (General)
• Grade: 29
• Achieved grade A for Malay thesis based on a novel.

Sekolah Sains Sultan Haji Ahmad Shah Pekan

• Sijil Pelajaran Malaysia (SPM)
• Science
• Grade: 10A (4A+, 4A, 2A-)