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Customer Service Manager

Location:
Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia
Posted:
October 11, 2016

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Resume:

E-mail: acwz5b@r.postjobfree.com

Phone: 016*******

OBJECTIVE Seeking a Customer Service Manager position and offer expertise in providing excellent customer service support and demonstrated ability to make plans for the organization to meet and maintain its overall customer service goals in the most economical manner. SUMMARY I am a high energy and results-driven professional with over 8 years customer service experience and 4 years in a managerial capacity. Excellent planning and organizational skills result in the optimum functioning of the department and the consistent achievement of customer service standards. Proven interpersonal and motivational ability ensure a strong team approach and the attainment of maximum performance levels and productivity. Responsible for the introduction of a number of successful customer service initiatives resulting in 30% improvement in service level. A dedicated manager with the ability to obtain outstanding results in a challenging environment.Right now i am looking for a position where i can make a positive contribution and would ideally like to work for a company that has an inclusive environment where employees have the opportunity to succeed.

I also have experience working for 2 start up companies and i have establish a new contact center for start ups.

WORK

EXPERIENCE

Catch That Bus August 2016 Present

Customer Experience Manager

Catch That Bus operates as an online travel agency that provides bus travel tickets booking services in Malaysia and Singapore. It also offers bus charter services. The company was founded in 2012 and is based in Kuala Lumpur, Malaysia. Responsibilities:

-Customer service operations for Malaysia and Singapore

-Improve customer service experience, create engaged customers and facilitate organic growth

-Take ownership of customers issues and follow problems through to resolution

-Set a clear mission and deploy strategies focused towards that mission

-Develop service procedures, policies and standards

-Keep accurate records and document customer service actions and discussions

-Analyse statistics and compile accurate reports

-Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment

-Keep ahead of industry’s developments and apply best practices to areas of improvement

-Control resources and utilize assets to achieve qualitative and quantitative targets

-Adhere to and manage the approved budget

-Maintain an orderly workflow according to priorities Shem Nair

Shem Nair 1

Aladdinstreet.com May 2016 August 2016

Customer Service Manager

Aladdinstreet.com is a B2C and B2B start up e-commerce company which was launched in April 2016 and planned to establish domestic sites in 30 countries that will be based in Malaysia.One of the primary responsibility was to shortlist and finalize the customer service ticketing system and phone system which will be used by our customer service team. It was a very challenging yet fruitful assignment as i have to do a comparison of the top 3 customer service ticketing systems; Zendesk, Freshdesk and Live Agent and to recommend the suitable ticketing system that need to be purchased . Another primary responsibility was to setup the customer service contact center by hiring new customer service representative and team leads to ensure the operation runs smoothly according to our SLA and SOP.

Primary Responsibility

-Managing all aspects of the customer service goals

-Developing effective strategies to manage efficiency rate and to improve overall customer satisfaction.

-Oversee resource collaboration and understanding the need of customers

-Develops action plans to address areas of improvements and to ensure consistency in exceeding the customer and merchant’s service expectations. Secondary Responsibility

- Review analysis on customer service policies, service level, procedures and other performance indicators

- Recommend to management the initiatives to improve service level and customer experience.

- Lead and supervise CS Dept. to ensure compliance to their agreed roles and responsibilities

- Continually review, validate the functionalities of the CS system and recommend CS system enhancements.

- Plan and manage change with updates and development of new process flow

- Manage social media escalations and resolve complaints

- Implementation new system/technologies development

- Oversee the development of standard reports on key performance indicators, system and resources development planning.

- Identify personal development plans for the team and succession planning.

- Plan and review budget and manpower related to CS Dept. Shem Nair 2

eBay Inc April 2013 May 2016

Specialist,Customer Service and Trust and Safety

In my role as Specialist, I am responsible for handling escalations sent to Senior Leaders at eBay including the CEO, President, and other Senior Vice Presidents, real time monitoring ensuring Service Levels and Abandon rates are within the defined threshold, creating and circulating daily, weekly and monthly reports for floor performance, including service level and availability reports. I have 16 teammates reporting to me on the availability and i am managing the break schedule, login hours and also the daily targets for the teammates. Apart from the availability it is also my responsibility to ensure that the Average Handling Time (AHT), After Call Work (ACW) and Hold Time (HT) is according to target and analyse the key factor of contact reason.

I am a trained Six Sigma Green Belt working on Process Improvement projects. I also handle eBay Buyer Protection cases ensuring a healthy and safe marketplace. In summary, my key responsibilities and accountability's are as follows.

- Manage and constantly improve Service level for Phones,Chats and emails

- Review and setup department Standard Operating Procedure (SOP)

- Real Time Management

- Implement improvements including new process improvements projects

- Processing eBay Buyer Protection Cases

- Manage the Office of the President Escalations

- Reporting on Service Levels and Teammates Availability

- Reporting on Call Center Metrics

- Analyze data to identify strategies for improvement of service and productivity

- Monthly preparation and reporting of KPI’s and performance management of team

- Resolve escalated customer service issues

- Seller Risk Management (SRM) and Community Watch (Listing Inspection)

- Monthly preparation and reporting of KPI’s and performance management of team. Shem Nair 3

Pennytel Sdn Bhd April 2011 April 2013

StarHub SIngapore August 2009 April 2011

Assistant Team Manager

Work as a assistant manager for an Australian based VOIP company. The Telecommunication company provides services such as VOIP, Mobile Sim and ISP. Managed a team of 12 teammates with their daily tasks handling inbound calls and emails.

In summary, my key responsibilities and accountability are as follow :-

Lead and manage a team of 11 customer service agents and 1 team leader

Plan, assign and monitor work tasks for optimum team efficiency

Perform quarterly staff performance evaluations

Identify and address development needs

Develop staff training programs and reference manuals

Formulate and implement customer service policies and procedures

Determine customer service requirements through surveys, focus groups and bench marking best practice

Manage social media escalations and complaints

Analyze data to identify strategies for improvement of service and productivity

-Manage social media escalations and resolve complaints

Implement improvements including new CRM system

Ensure the consistent achievement of customer service levels and standards

Resolve escalated customer service issues

Set and monitor performance and development objectives of the team

Enhance and build capability within the team.

Customer Service Representative

Worked as a Customer Service Representative in the billing department for a Singapore based Mobile Network company.

-Answer inbound calls for Starhub mobile billing issues.

-Give the detailed break down and charges for the customers mobile account.

-Provide additional information to customer about the value added service and other general questions regarding account

-Provide clear explanation on billing disputes

QUALIFICATIONS Trained Six Sigma green belt working on a process improvements project KEY

ACCOMPLISHME

NTS

• SPOT Award for Real Time Management on improving Service Level and process improvement project

Shem Nair 4

EDUCATION Masters of Business

Administration (MBA)

February 2016 Pursuing

Diploma In Business

Management

June 2006 October 2008

FTMS College

Currently pursuing my Master of Business Administration from Anglia Ruskin University, Cambridge, UK.

PTPL Shah Alam

2.4 GGPA

LEADERSHIP

QUALIFICATION

- Transformational Leader

- Able to recognize achievements

- Substantial capability of providing support services and compliance guidance

- Good Analysis Skills

- Able to communicate effectively

- Interpersonal Skills

- Ability to plan lasting solutions

- Capable to create an environment of constant learning and development

- Setting a good example.

- Staff Development

- Team leadership

CUSTOMER

SERVICE SKILLS

Improve customer service experience, create engaged customers and facilitate organic growth

Take ownership of customers issues and follow problems through to resolution Set a clear mission and deploy strategies focused towards that mission Develop service procedures, policies and standards Keep accurate records and document customer service actions and discussions Analyse statistics and compile accurate reports

Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment Keep ahead of industry’s developments and apply best practices to areas of improvement

Control resources and utilize assets to achieve qualitative and quantitative targets Adhere to and manage the approved budget

Maintain an orderly workflow according to priorities Ability to act on own initiative.

Being patient with demanding customers.

Well presented, polite, tactful and friendly.

Shem Nair 5

OTHER SKILLS

Advanced

Customer Service, Credit And Collection, Real Time Management, Six Sigma,Operation excellence, Process improvements, Workforce Management,Trust&Safety, Social Media Escalations, People management, Customer Service Operations, Vendor management, Start ups

Intermediate Market Research,Compliance, Marketing, Business Development Shem Nair 6



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