Afif Zaky Bin Mohamed is a team leader with over 18 years of experience in customer service and 6 years of experience as a team leader in call centers. He has managed teams of up to 20 employees, improving processes to increase efficiency. Afif is seeking a new leadership role where he can apply his problem-solving skills and help a growing company optimize its resources. He has a bachelor's degree in general management and certifications in travel industries.

1. ‘Afif Zaky Bin Mohamed
No.4, Lorong SS4B/14B, Kelana Jaya, 47301, Petaling Jaya, Selangor, Malaysia
+6013-3335581 / +60196067693
afifzaky@gmail.com
TEAM LEADER
■ Overview
18 years experienced in Customer Service. Over 6 years of call center experience
including 4 years as a Customer Service Team Leader.
 Managed a team of 20 direct reports in a call center environment.
 Recognized for improving operational efficiencies by streamlining processes and
increasing call service levels.
 Extensive experience in recruiting, hiring, and training Customer Service
Representatives.
A hard working, adaptable and articulate Team Leader, carrying out supervising; staff
appraisals; HR responsibilities and an overall interest in the wellbeing of staff. With an
enthusiasm to gain an understanding of any business, happy to study and work in
accordance with work-plans, explaining them to staff and ensuring a healthy positive
work attitude within a successful and productive team. Able to cope extremely well
under pressure, prioritising workloads and demonstrating problem solving skills.
Excellent communication skills, both written and verbal, able to interact well at all levels.
Seeking a challenging role, where my existing skills and qualifications will add value
from the outset, whilst I continue to further develop my skills and knowledge in this field.
■ Career Objective
Obtain a challenging leadership position applying creative problem solving and lean
management skills with a growing company to achieve optimum utilization of its
resources and maximum profits.

2. ■ Professional Experience
 Team Leader Contact Center Aegis BPO Malaysia Sdn Bhd, Ara Damansara
2014 – Present
 Team Leader Contact Center VADS BERHAD | Selangor, Malaysia Jan
2012 - Apr 2014
 Customer Care Executive Vads-Kelly Services | Selangor, Malaysia Nov
2009 - Jan 2012
 6 years experienced in Customer Service in Contact Center since 2009 till
current.
 12 years experienced in Customer Service in Food & Beverages since 1997 till
2009.
■ Responsibilities and Achievements
 Inspired each and every team member to perform and produce their best.
 Determined the duties and responsibilities of individuals in a team.
 Analyzed the individual performance of each team member and motivated them to
perform even better.
 Organized training workshops to improve the performance of the members who were
lagging behind in terms of performance.
 Analyzed the assigned projects and distributed tasks to the members as per their area
of expertise.
 Reported any problem or fault in the project to the project manager or supervisor.
 Offered solutions to the top management regarding project-related queries.
 Formed teams to achieve an objective that improves the quality of a service or product,
reduces errors, or removes inefficiencies in a process.
■ Areas of Expertise
• Staff Oriented. Influences line decisions by providing expert or specialized input that
shapes or supports those decisions.
• Manages a staff function to generate state-of-the-art competence and information.

3. • Motivates innovative thinking to create new advances in expertise and capacity that
increase the function’s value and influence.
• Prefers a participative style of management and prefers consensus to individual
action.
■ Education
 Executive Bachelor’s Degree in General Management, Business Administration and
Management.
 Certification in Airlines Ticketing, Travel Management, Cabin Crew & Pilot.
 Sijil Pelajaran Malaysia(SPM) with credits in English, Arts, Bahasa Malaysia, History &
Islamic Studies.
■ Skills
 Arts illustration, Leadership And Change Management, People Management, Strategic
Human Capital Planning, Customer Service Skills, Social Skills, Management
Information System, Sales And Marketing Skills, Supply Chain Management, Marketing
Management, Financial Management.
 Basic knowledge of computer application works. Basic Flash, Microsoft Excel, Microsoft
Word, Microsoft Paint, Microsoft Outlook.
■ Awards & Honors
 Certificate of Excellence Team Spirit and Active Participation in Futsal Sports at Vads,
2009.
 Certificate of Store Winner in All Malaysian Olympic 2003 at McDonalds Malaysia.
 Certificate of Entrepreneurship Motivation Seminar at Restu Ummah MCS Trading,
1998.
 Certificate of Appreciation in Designer & Creator of current Sekolah Menengah Cheras,
Kuala Lumpur government school official logo, 1992.
 Certificate of Participation in Hari Wilayah Arts Competition, 1992.

4.  Certificate of Achievement in Lawrence Ng “Secrets of the ‘A’ Star Student” Arts of
Learning Seminar, 1992.
■ Additional info
 Born and bred in United Kingdom with Malaysian citizenship.
 Interest in Business, Arts, Fashion, Science, Geography, History and Sports.
 Fluent in both English and Malay, written and spoken. Learned French in elementary
school as UK’s second language.