Customer Service Care
Resume:
Contact
ada8z1@r.postjobfree.com
www.linkedin.com/in/kasthura-
thevakrisna-salvarajoo-3b44b2112
(LinkedIn)
Top Skills
Customer Service
Customer Satisfaction
Customer Experience
Microsoft Office
Languages
English
Tamil
Malay
Honors-Awards
Certificate of Excellence (2015) –
AIG- Australia Contact Center
Certificate of Excellence (WOW)
(2016) – Kelly Services – Corporate
Accounts
Go-Getter Award 2019
Greatest Customer Service Award 2019
Kasthura Thevakrisna Salvarajoo
Takes pride in delivering Excellent Customer Service Passionately! Puchong, Selangor, Malaysia
Summary
I am a people person and passionate with anything that relates to providing great Service for people hence why I have been around Contact Centers for the past (10) years. My long time aspiration is to find employment with a company where my skills honed and experience will be an asset to the business while furthering my knowledge and abilities in the process; subsequently sustaining my career and life quality. Experience
Teleport Commerce
Senior Customer Care Executive
December 2019 – Present
Sepang, Malaysia
Creating Customer Care materials consisting of email case matrix, categorization and knowledge base.
DHL eCommerce
Cross Border Business Customer Service Executive
November 2017 – 2019
Puchong, Malaysia
Handled Cross Border shipments inquiries from Shippers and Business Customers. Customer Service Management
Act as the primary contact for customers and liaise with vendors on the service delivery to customers.
Assist customers in resolving service issues, complaints, and claims compensation promptly.
Enhance service experience through delivering professionalism and empathy when dealing with each individual customer with varying needs and demands. Stakeholder Management
Liaise with the Operations Team and other functions to achieve prompt and efficient resolution of customer issues and queries.
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Actively promote the exchange and adoption of new processes, procedures and work instructions to create more efficient as well as productive work systems. Process Management
Promptness in arranging for shipment pick up or handling of exceptions. Provide responsive reply to general customers' email inquiries or via other interaction channels
Provide timely updates to customers on shipment tracking status. Timely management of complaints and claims compensation. Shangri-La Hotels and Resorts
Customer Care Coordinator
July 2017 - November 2017
Kuala Lumpur, Malaysia
Handling calls and emails pertaining worldwide Shangri-La's reservation. Kelly Services (M) Sdn Bhd.
Talent Support Consultant
May 2016 - February 2017
Kuala Lumpur, Malaysia
The role of the Recruitment Consultant is to attract candidates and match them to contract/temporary positions for customers by meeting the quality and service standards set by Kelly Services
Interfaced with clients requiring staffing services to determine number of hires, salary, positions, and job descriptions for short-term and long-term temporary employees
Sourced resumes to select best qualified candidates and interviewed candidates to better assess qualifications and ascertain personality, personal character, and work ethic
Followed up with clients to evaluate temp employee performance and client satisfaction
AIG Shared Services (M) Sdn Bhd
Quality Assurance Analyst
May 2013 - April 2016
Kuala Lumpur, Malaysia
Analyzing problems and identified alternative solutions and project consequences of Page 3 of 5
proposed actions and implementing recommendations in support of goals. Implementing and continuously improving the quality monitoring and measurement systems for Operations.
Identifying opportunities for improvement, developing recommendations and assisting whenever relevant in the implementation of continuous improvement, corrective and preventive actions for the Quality Analyst Team. Responsible towards ensuring that set performance targets of the Quality Analyst are achieved on a regular basis.
Ensuring all monthly Quality Monitoring reports are accurate, and sent to Clients and Operations Management within the set timelines. Responsible towards the conducting of Transaction and Call Quality Monitoring and Feedback sessions as per set guidelines.
Conducting monthly/weekly audits on the performance, integrity and quality of the output of Quality Analysts.
Evaluating effectiveness of quality improvement initiatives conducted within the environment.
Developing and executing project plans and task deliverable with high levels of Quality and Client satisfaction.
Working closely with client representatives to identify/resolve Quality related issues.
Assisting department heads/managers in reviewing and establishing quality standards for the Operations.
Core Role: Aug 2014 - Nov 2014: Customer Service Representative Handling inquiries for Personal Accident Insurance in Direct Marketing department for Australian clients
Secondment: May 2014 - Aug 2014: Customer Care Unit Exposure to NPS
1) Handling NPS task
2) Performing outbound calls on NPS questionnaires to Malaysia based customers
3) Compiling and reporting all feedback received
Core Role: May 2013 - May 2014: Customer Service Representative 1) Servicing and providing travel insurance for Australia based customers 2) Providing information and addressing general inquiries on the policies Page 4 of 5
Scope International
Service Banker
December 2011 - July 2012
Selangor, Malaysia
Handling inbound calls regarding banking enquiries and monitor customer's account.
Update customer's personal information
Served as first point of contact and technical resource for all customer inquiries and issues
Managed customer profiles
Described promotional offers and used persuasive sales techniques to upsell services and/or convince clients to apply for additional banking services. Processed requests for information and forwarded prospective clients to agents. Maintained privacy and confidentiality of all sensitive and personally identifying information, as governed by Bank Negara
American Express
Administrative Assistant
June 2011 - September 2011
Kuala Lumpur, Malaysia
3 Months Contract based for a specific clean up task comprising the following: 1) Documentation and filing of American Employees and Human Resource related files
2) Disposing personal information in efforts to sustain compliance and security protection
HSBC Electronic Data Processing (M) Sdn Bhd
Customer Service Associate
August 2009 - July Selangor,
Malaysia
Maintained customers’ bank account in HUB System; involving changes and account impacting information
Extensive organization to facilitate many job duties with tight deadlines Maintain high volume of quality work, while insuring highest confidentiality Exercise judgment when dispensing information to maintain confidentiality of sensitive information
Communicate effectively with customers, managers, and co-workers through a variety of channels including email, phone, traditional mail, and through the use Page 5 of 5
of various office machines
Daily use of Microsoft Office: Word, Excel, PowerPoint, and Outlook Page 6 of 5
Education
SMK Tun Hussein Onn Seberang Jaya, Pulau Pinang Primary/Secondary School/SPM/"O" Level in Sciences Malaysia, Science Stream · (2002 - 2006) Sunway University College
References
Shree Bala
Country Customer Service Manager
Former Manager
DHL eCommerce (M) Sdn.Bhd.
Sarindar Frost
Country Customer Service Director
Former Director
DHL eCommerce (M) Sdn.Bhd.
+65 9012 0258
Ms. Lavania Suppaiyah
Operations Manager
Former Manager
AIG Shared Services
Contact this candidate