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Nurfazreen Mohamad Ramlan

Call Center & Customer Service Customer Service Advisor
Nurfazreen Mohamad Ramlan
My Details
Based at Malaysia, Kuala Lumpur
Origin Country Malaysia
Gender male
Birthdate 07.08.1989 - 36 y.o.
Degree Level Certificate Course
Degree Type Other
Employment Status Customer Service Team Lead at Beam Mobility
Skills
CommunicationActive ListeningVerbal CommunicationWritten CommunicationPublic SpeakingTeamworkCollaborationEmpathyProblem SolvingCritical ThinkingCreativityDecision MakingAdaptabilityFlexibilityTime ManagementLeadershipDelegationConflict ResolutionWork EthicAttention to DetailMultitaskingResponsibilityEmotional IntelligencePresentation SkillsCRM SoftwareKPI TrackingOperations ManagementIT KnowledgeAffiliate MarketingInitiativeDependabilityCultural AwarenessCustomer ServiceCoaching and MentoringData AnalysisMeta AdsWordPressFigmaMarket ResearchTechnical SupportReliabilityPatienceMicrosoft ExcelChatbot DevelopmentAI-Assisted Content Creation
Open for Relocation
Negeri Sembilan - All cities Selangor - All cities
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Languages
MY
Bahasa Melayu
Native
EN
English
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About me

Leadership that drives results and inspires people. Customer Service & Operations Team Lead with 14+ years of transforming teams and processes for airlines, e‑commerce, telecom, and micro‑mobility markets. Renowned for boosting KPIs and team engagement, from hitting 90%+ QA compliance across ANZ & US markets to improving retention through smarter onboarding. Blends corporate rigor with entrepreneurial agility to deliver scalable solutions, protect brand reputation, and create cultures where people thrive.

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My Career Timeline

34
Customer Service Team Lead at Beam Mobility
01 Aug 2023 - Now - 2 years and 2 months
Lead a remote team of 12 support agents (live chat, email, phone) across ANZ & US markets.
Maintain 90%+ QA compliance, meet SLA targets, and elevate agent performance through targeted coaching.
Partner with Product, Engineering, and QA teams to address customer‑impacting trends, boosting CSAT and efficiency.
Enhance reporting accuracy for data‑driven decision‑making.
28
Media Communications at Open University Malaysia
17 Jan 2017 - 30 Apr 2025 - 8 years and 3 months
32
Customer Service Specialist at Beam Mobility
11 Oct 2021 - 31 Jul 2023 - 1 years and 9 months
Delivered frontline multi‑channel support, consistently maintaining 90%+ QA scores.
Handled complex cases including fraud investigations and incident reports, supporting Safety and City Operations teams.
Mentored new hires and led refresher training for improved service consistency.
30
Customer Service Team Lead at Startek
02 Dec 2019 - 30 Jun 2021 - 1 years and 6 months
Led hybrid/remote support for ZARA Online across SEA, APAC, and Europe with strict KPI targets.
Managed high‑level escalations, retaining customers and protecting brand image.
23
Guest Service Assistant at AirAsia Berhad (Ground Team Red)
05 Mar 2012 - 31 May 2018 - 6 years and 2 months
Achieved On‑Time Performance above 80% during 25‑minute aircraft turnarounds, directly contributing to operational efficiency and passenger satisfaction.
Progressed from frontline service to Acting Team Lead, guiding colleagues and overseeing ground operations during peak passenger and flight volumes.
Managed high‑pressure situations; denied boarding, unruly passengers, delays, cancellations with professionalism and resolution focus.
Recognized with the Outstanding Customer Experience Award (2018) for service and operational excellence.
21
Contact Centre Operations at Scicom Academy
03 May 2010 - 30 Jul 2010 - 2 months
18
Software Engineering at Linton College University
09 Jan 2007 - 31 Mar 2010 - 3 years and 2 months
Entered life with no experience
07 Aug 1989
The journey officially began