MUHAMMAD HERMANTO

BIN MARSYIDI
No 18, Jalan Tun Sambanthan 1, 50470, KL.
+60 14-588 5049 • muhdhermanto0613@gmail.com

About MySelf

Experienced communication professional with a robust background in public

relations and communication roles. Proficient in analyzing qualitative data,
assisting in content development, drafting proposals, and upselling projects.
Skilled in generating comprehensive reports customized to suit diverse client
needs across various sectors. Offers valuable insights, analytics, and business
intelligence to empower clients in making informed decisions regarding their
campaigns and social media outcomes.

Work Experience
Customer Service Executive (E-Commerce) Feb 2024 - Present
Transcosomos Malaysia Sdn Bhd

Provide personalized customer assistance, offering guidance on product

selection and delivering tailored recommendations to meet individual needs
effectively.
Efficiently handle customer complaints and escalations, ensuring prompt
resolution to guarantee optimal satisfaction.
Record and manage customer interactions and issues in the CRM system,
maintaining accurate records for future analysis and reference.
Actively participate in team meetings, contributing feedback and innovative
ideas to enhance team effectiveness and elevate customer service strategies.
Take ownership of customer complaints within the contact center, diligently
resolving issues to achieve positive outcomes and uphold customer
satisfaction.
Escalate complex queries or unresolved issues following established
procedures to ensure timely resolution and customer contentment.
Adhere to productivity, quality standards, and Key Performance Indicators
(KPIs) set by management, striving to meet or exceed expectations
consistently.
 Demonstrate a comprehensive understanding of business protocols and
consistently adhere to policies and procedures to maintain operational
excellence and regulatory compliance.

Protege (Sales Management) Nov 2023 - Feb 2024

Etiqa Insurance and Takaful

Efficiently oversee and coordinate the activity calendar for the Million
Dollar Round Table (MDRT) Academy and Sales Management Department,
ensuring smooth operations in alignment with organizational objectives.
Gather weekly and monthly activity feedback, meticulously monitor
progress, and evaluate sales performance to facilitate data-driven decision-
making processes.
Conduct comprehensive evaluation analyses to identify areas for
improvement and compile detailed reports to provide actionable insights.
Play a pivotal role in developing digital, video, audio, and print content for
Mission Camps, Conventions, and Conferences, elevating the quality of
event experiences.
Monitor engagements across multiple platforms and provide support for
MDRT Academy & Customer Relationship Management (CRM) initiatives
nationwide, implementing corrective measures to enhance operational
efficiency and effectiveness.

Public Relation & Communication Associate Dec 2022 - Sep 2023

Socio Intelligence Sdn Bhd

Led daily data tracking, cleansing, categorization, and visualization for a

diverse client portfolio of over 20, producing regular social media
reputation reports on a daily, weekly, and monthly basis, along with
numerous ad hoc reports upon client request.
Evaluated speaking engagements, sponsorships, and award nominations,
providing strategic recommendations.
Monitored media and industry trends for opportunities and risks, preparing
insightful reports and presentations on PR activities. Coordinated
messaging across divisions and remained current on PR best practices.
Managed crisis situations by promptly reporting critical issues, assisting
clients in decision-making, enhancing performance, and evaluating
sentiment.
Managed project timelines, deadlines, and Key Performance Indicators
(KPIs) to align with clients’ campaign delivery targets. Facilitated proposal
drafting, pitching, and client meetings to support upsell projects.
Developed and presented proposals, handled reporting, analysis, cost
estimation, and data visualization, earning recognition for goal
comprehension and meeting deadlines.
 Managed social media insight data analysis and crisis media analysis as a
specialist in Food and Beverage, Water Management, Banking, and
Corporate industries, with experience at renowned brands such as
McDonald’s, Air Selangor, and Alliance Bank.
Conducted vigilant social media monitoring to identify and mitigate fake
accounts, safeguarding client reputations.
Played a pivotal role in formulating marketing strategies to boost public
awareness, contributing to content creation and copywriting efforts.
Managed media procurement, identifying suitable vendors to fulfill client
campaign and content needs.
Gathered and analyzed data on consumer behavior, competitor activities,
and market trends to provide actionable insights and support campaign
development.

References

Morly Binti Izahar, Head of Sales Enablement, Etiqa Family Takaful

Berhad, 0193217080, morly.i@etiqa.com.my
Izzudin Bin Razali, Project Executive, IPSOS Malaysia, 0124018646,
izzudinraz@gmail.com
Nur Hidayah Binti Khamis, Media Analyst, Socio Intelligence Sdn Bhd,
0139106413, nurhidayahshn94@gmail.com

Education
BACHELOR OF COMMUNICATION (HONOURS) (CORPORATE
COMMUNICATION) Nov 2019 - Nov 2022
University of Selangor

Achieved a first-class honors degree with a commendable 3.67 CGPA,

specializing in Marketing, Communication, Media Relations, Event
Management, and Crisis Management.
Organized a ping pong sports event for lecturers as part of the university
sports program team at Unisel.
Served as Assistant Director for a poster exhibition event with a patriotism
and community theme, coordinating participation from students in the
Communication faculty.
Assisted in organizing and facilitating the voting event for selecting
members of the Unisel Student Representative Council.
Participated in fundraising activities for Eid celebrations as part of the
Intercultural Communication subject.
Collaborated in organizing Eid celebrations for Unisel students within the
Communication faculty.
Skills

Technical Skills: Proficient in Microsoft Office suite (Word, PowerPoint,

Excel including Macros), Canva, and SEO techniques.
Communication Skills: Writes and speaks clearly and concisely, Openly
expresses ideas and provides constructive feedback and Effective problem
solver.
Negotiation and Organizational Skills: Detail-oriented and punctual,
Coordinates tasks and meets deadlines effectively, Sets and achieves goals
and Manages projects efficiently.
Interpersonal Skills: Collaborates effectively with others, Provides support
and motivation to team members, Demonstrates empathy and
understanding and Self-confident in interactions.
Research and Planning Abilities: Generates innovative ideas and anticipates
trends, Identifies and analyzes problems or issues and Defines needs and
develops strategic plans.
Additional: Familiarity with social media platforms (Instagram, YouTube,
TikTok, Facebook, etc.) and digital marketing trends.