Wan Muhammad Khairul Anwar Bin Hj Ibrahim
What year did you graduate?
2001
What was your IRK & Human Sciences major in IIUM?
Communication
What was your degree specialisation?
Organisational Communication
What is your Current Position & Company?
What are your responsibilities & achievements at this current position?
- Lead the Customer Service Representative in order to provide high quality and standard of service, which meets customer and business needs, in accordance with the company's policies, procedures, standards and objectives.
- Responsible for Contact Centre’s service level agreements through management of Contact Centre team members, processes, systems, training etc. Monitoring of Contact Centre metrics to ensure internal and external customer satisfaction.
- Executive effective monitoring, training, coaching programs, performance management and review mechanisms (Individual Development Plan) to ensure continuous improvement in delivery of services and staff’s performances.
- Manage and lead the Customer Service Representatives by demonstrating high levels of personal integrity and commitment to high standards of quality and customer service to achieve customer satisfaction.
Please share your work history, companies you've worked for, your responsibilities in each role and your achievements in those roles
- 2001 - 2002: AIA United Healthcare, Admin support staff for medical card businesses.
- 2002 to 2010: TIME dotCom Bhd - 1. Contact center agent 2. Subject matter expert 3. Reporting specialist.
- 2010 - Present: Sapura Secured Technologies Sdn Bhd, 1. Reporting specialist 2. Head of Customer Contact Center
What are some of the challenges you faced as a IRK & Human Sciences student while you were studying at IIUM?
To learn and master the arabic, eventhough I've learnt the language since standard one, it seems so hard to master it.
What are some of the challenges you faced as a fresh graduate?
Job hunting. There are not many position or industry that is willing to hire fresh graduate who don't have any working experience. And to find a job vacancies that you've dreamed of is almost impossible.
In the end, you'll just have to accept any job offer and be flexible. I am the kind of person who don't talk much, but then I have been in the customer service industry for about 12 years.
And not to forget there are companies that love to manipulate and recruit desperate fresh graduates to be a part in their scams, dubious and illegitimate businesses.
What advice would you give to IRK & Human Sciences students seeking to pursue careers using their qualifications?
- Jangan terlalu memilih! There are a lot of work opportunities out there. Be flexible.
- Self confident is a must. Accept any challenges thrown to you. If you don't know how to do it, then its time for you to learn.
- Learn and master new skills, even though it's not related to your field of studies.
- Berdoa, berusaha dan bertawakal kepada Allah. "
What else would you like to tell the IRK & Human Sciences students currently studying at IIUM?
- Enjoy every moment in the campus.
- Make friends and widen your networking, you may need it someday.
- Get involve in the extra curricular and social activities. This may help to develop the social skills that is important in life.
If you would like to ask more, email to: wanmdk@gmail.com
Tahniah..
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