Muhammad Naqib

· Delivered customer service excellence with a 5/5 service rating across 800+ rides.

· Enhanced time management, adaptability, and problem-solving skills in fast-paced environments.

· Interacted with diverse customers, building empathy and conflict resolution capabilities.

· Directed communication and reporting between Assistant Vice President and Collection & Secretary Teams nationwide.

· Monitored KPI and SLA compliance across multiple teams, consistently achieving over 95% adherence.

· Produced and analyzed monthly financial, operational, and payroll reports.

· Worked with Employee Relations team on recruitment, training, and performance management initiatives.

· Managed 35 staff (5 Team Leaders, 2 QA, 28 CS) across live chat, outbound, and marketplace operations.

· Implemented SOPs and KPIs, achieving a 20% reduction in response time and improved CSAT performance.

· Oversaw operational alignment with marketing campaigns to ensure product and service availability.

· Reduced escalations by 15% through root cause analysis and team coaching initiatives.

· Supported C-level executives by assisting the GA team in strategic and organizational improvements.

· Monitored service levels for email and live chat operations in real-time.

· Created daily and hourly KPI performance reports for management oversight.

· Coordinated recovery action plans during high-volume surges, reducing customer wait time by 20%.

· Supervised operational team members through rostering, coaching, and monitoring.

· Maintained 100% SLA compliance while driving improvements in productivity and quality.

· Worked with RTFM team to control traffic spikes and avoid service disruptions.

· Handled 50+ customer inquiries daily via email and chat, achieving over 90% resolution rate.

· Acknowledged as a consistent KPI achiever and contributor to improved service processes.