Open to opportunities

Mohd Hafiz Bin Hashim

@mohdhafizbinhashim

Message

Customer service and operations leader focused on improving customer experience and processes.

Malaysia

Message

What I'm looking for

I seek roles where I can lead customer service operations, improve processes and systems, mentor teams, and drive measurable improvements in customer satisfaction.

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.

Experience

Work history, roles, and key accomplishments

Senior Consultant

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.

CRM Customer service management Budgeting Process Design Training Stakeholder Management

Specialist, Community Operations

Okex Technology Sdn Bhd

Nov 2019 - Feb 2020 (3 months)

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.

Community Management Content Strategy Growth Strategy Reporting Engagement

Manager, Customer Service

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.

Customer service management SOP Development Performance Management Stakeholder Management UAT

Senior Associate, Operations

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.

Workforce Management SLA Management Incident Management Reporting Business Continuity UAT

Associate, Activation Management

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.

Activation Customer Onboarding Forecasting UAT Training Case Management