Muhammad Yasin
CX Enthusiast | Delighting Customers
DKI Jakarta,
Summary
A savvy and versatile professional with 8 years experience in Customer Experience and Quality Assurance including service desk analyst and business onboarding with excellent track record of delivering quality support to achieve success and improve efficiency.
Overview
11
11
years of professional experience
5
5
years of post-secondary education
2
2
Languages
Work History
IT Enablement and Service Request Specialist
Aigens Technology Limited.
Jakarta, Jakarta
07.2023 - Current
- Serve as the primary point of contact for escalated service requests, addressing customer concerns, resolving conflicts, and ensuring timely resolution of issues.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Manage user experience and client expectations by using IT enablement technology tools, including software applications, and content management systems (CMS)
- Collaborate with cross-functional teams, including IT, operations, and customer success, to identify and implement process improvements and automation opportunities to streamline service delivery.
- Create and curate content and resources, including user guides, playbook and videos, that support IT best practices and enablement initiatives
- Swiftly roll out standard projects including BYOD solution, middleware integration, kiosk projects and CRM projects. Projects range from SME to key accounts and cover regions from HK and Southeast Asia Countries.
Quality Assurance Analyst
Webhelp Malaysia
10.2022 - 03.2023
- Evaluate content reviewers to ensure accurate classification, handling and process adherence set by Grab.
- Measuring performance against established QA benchmarks
- Root cause analysis & implementation of Action plan.
- Conducting regular Huddles to ensure all process changes & updates are cascaded to all employees.
- Developed and maintained quality assurance procedure documentation
- Increasing verdict percentage of Agents up to 98%
- Streamlined QA processes for increased efficiency and reduced time spent on redundant tasks.
- Acted as a liaison between the QA team and other departments such as Development, Customer Support, and Product Management, ensuring effective communication throughout all stages of the project lifecycle.
Service Desk Analyst
Coinpass.com
02.2022 - 08.2022
- Overseeing day to day operations of service desk infrastructure (email, chat, reporting, escalation).
- Developing, Improving & Maintaining client-facing documentation and FAQ.
- Engaged in user support interactions via chat and email platforms in timely and comprehensive manner.
- Organize user feedback into detailed reporting to present to stakeholders for brand, product, and team development.
- Addressed user customer service concerns and decided when to escalate problems to specialist team members.
- Discussed customer concerns regarding product usage, Application or daily transaction to promote improved user experience.
- Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
Client Relationship Executive
EMERHUB Indonesia
10.2020 - 10.2021
- Ensure outstanding satisfaction by maintaining strong working relationship with clients and government institutions
- Provide full circle process from consulting to processed client's legal applications.
- Connect with government to ensure that client's business is in accordance with existing regulations in Indonesia.
- Assist clients in communicating and liaising with government institutions.
- Make sure that their business is running well and in line with regulations.
- Initiated cross-selling and upselling conversations to promote customer product purchases and generate sales.
- Reported field activity, interactions and results weekly.
Client Service Support Associate
Concentrix Malaysia
03.2019 - 01.2020
- Authorized Client Service Associate for Facebook.
- Managing team of 10 people while maintaining and monitoring daily activity to ensure team members KPI achieved.
- Coordinated with operations staff to resolve service problems and boost client satisfaction.
- Trained and supervised junior customer service representatives on best practices to meet organization goals.
- Understand customer inquiries and ensure are answered or routed through appropriate support channel.
- Manage escalation and ensure that these are answered, tracked and escalated as required.
Sr. Technical Support Specialist
Convergys Malaysia
08.2014 - 03.2019
- Provide technical phone support to Hewlett-Packard clients.
- Increase Customer Satisfaction Rate 35% by improving Net Promoter Score.
- Assisting in resolving emergencies, such as quality or customer problem that might be escalated to higher management.
- Tracked KPIs and created continuous improvement plans
- Developed and implemented training initiatives for new hires
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
Education
Bachelor of Science - Information Technology, Multimedia
Northern University of Malaysia
Kedah, Malaysia 01.2007 - 08.2011
Skills
- Quality Analyst and Evaluation
Computer Hardware Software Troubleshooting
Account management
Quality improvements
Strategic planning
Training and Development
Customer Relations
Timeline
IT Enablement and Service Request Specialist
Aigens Technology Limited.
07.2023 - Current
Quality Assurance Analyst
Webhelp Malaysia
10.2022 - 03.2023
Service Desk Analyst
Coinpass.com
02.2022 - 08.2022
Client Relationship Executive
EMERHUB Indonesia
10.2020 - 10.2021
Client Service Support Associate
Concentrix Malaysia
03.2019 - 01.2020
Sr. Technical Support Specialist
Convergys Malaysia
08.2014 - 03.2019
Bachelor of Science - Information Technology, Multimedia
Northern University of Malaysia
01.2007 - 08.2011
Similar Profiles
Sayali ArekarSayali Arekar
HR Executive at Smartpaddle Technology Private Limited (BIZONGO)HR Executive at Smartpaddle Technology Private Limited (BIZONGO)
A MOHAMMED NOORULLAHA MOHAMMED NOORULLAH
Lead Technical Support Engineer at Bytize Technology Solutions Private LimitedLead Technical Support Engineer at Bytize Technology Solutions Private Limited
Venkata Vishnu Vardhan ReddyVenkata Vishnu Vardhan Reddy
Cybersecurity Analyst Intern at Andhra Pradesh Technology Services LimitedCybersecurity Analyst Intern at Andhra Pradesh Technology Services Limited