Resume

Sign in

Customer Service Care

Location:
Sepang, Selangor, Malaysia
Salary:
RM5000
Posted:
January 08, 2020

Contact this candidate

Resume:

Page * of *

Contact

ada8z1@r.postjobfree.com

016*******

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.

Page 2 of 5

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.

+60-16-208-****

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

+60-17-296-****



Contact this candidate