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@mohdhafizbinhashim
Customer service and operations leader focused on improving customer experience and processes.
I am a customer service and operations professional with extensive experience in contact center management, process design, and service operations across telecommunications and corporate consulting environments.
I have held progressive roles from Associate to Senior Consultant and Manager, driving service level compliance, workforce management, escalation handling, and cross-functional projects to improve operational performance and customer satisfaction.
My achievements include designing customer service centre frameworks, proposing IT/system integrations (CRM, Knowledge Portal, contact centre systems), establishing PDPA and regulatory interfaces, and leading team coaching and performance management.
I am pragmatic, process-oriented, and people-focused, committed to translating strategy into operational practice to boost customer centricity, revenue generation, and measurable service improvements.
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Work history, roles, and key accomplishments
Vital Gear Bold Sdn Bhd
Mar 2024 - Jul 2025 (1 year 4 months)
Managing inventory, creating purchase orders, enforcing stock count, product listings and stock transfers for Shopify backend and retail projects.
Maintaining inventory accuracy for all stores.
Arranging deliveries for B2C and B2B customers across all online sales channels.
Creating product listing for new marketplaces.
Submitting orders on a weekly basis to warehouse for store deliveries.
SIRIM Berhad
Jan 2021 - Jan 2023 (2 years)
Proposed and implemented Customer Service Centre methodology and operations to improve revenue generation and customer satisfaction; managed CCSC budget, processes, IT integration (CRM/Knowledge Portal/Contact Centre) and training initiatives to support SIRIM's customer-centric strategy.
Operated and maintained overseas customer communities, drove Telegram member growth and engagement through content strategy and daily community operations, and produced weekly/monthly performance reports.
Talk Focus Sdn Bhd
Mar 2016 - Feb 2019 (2 years 11 months)
Managed customer service operations and SOPs, led teams with coaching and performance management, implemented PDPA and regulatory frameworks, and supported product and cross-functional projects to improve operational performance.
Digi Telecommunications Sdn Bhd
Apr 2011 - Feb 2016 (4 years 10 months)
Monitored real-time contact centre performance and SLAs, managed WFM adherence, escalated operational incidents, coordinated BCP execution, and supported UAT and cross-border system integrations.
Digi Telecommunications Sdn Bhd
Oct 2005 - Feb 2011 (5 years 4 months)
Managed mass-market and enterprise postpaid activations, ensured turnaround times, handled escalations and forecasting, conducted UAT for activation systems, and coordinated offshoring training for Telenor Pakistan.
Degrees, certifications, and relevant coursework
Bachelor of Business Administration (Hons), Finance
2006 - 2018
Grade: CGPA 2.68
Completed Bachelor of Business Administration (Hons) in Finance with a CGPA of 2.68.
Diploma in Business Studies, Business Studies
2001 - 2005
Grade: CGPA 2.38
Activities and societies: MUET Band 4
Completed Diploma in Business Studies with a CGPA of 2.38 and achieved Band 4 in MUET.
SPM / PMR, Secondary Education
1996 - 2000
Grade: PMR: 8As (1998); SPM: 3As, 2Bs, 2Cs, 3Ds (2000)
Secondary education with strong PMR and SPM results including 8As in PMR (1998).
Software and tools used professionally
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