Ishwar

Muthukumaran

Executive Profile

With over 7 years of experience in

customer service ranging from dispute

services, relationship management,

client servicing, training and leadership

/ management experience at fortune

500s such as American Express and

PayPal. My work has led me to have a

passion for learning. development and

management.

Contact Details

Email:

aditse@r.postjobfree.com

Phone:

+60-14-338-****

Skills

Training for Early Corporate Learners

(Customer Service)

Training and Coaching for Existing

Corporate Learners (Customer Service)

Copy Writing

Content Management

Dictation Skills – 80wpm

Writing Etiquette

Microsoft Offices (Word, Excel,

PowerPoint, and Outlook)

Work Background

Team Leader - US Market

Handing Day to Day operations for 15 Customer Care Professionals (CCP) Hosting Weekly and Ad-Hoc Coaching for CCPs

Handling Daily Live Escalations for Customers

Supporting Operations Manager to highlight operational risks and areas for improvement

Creating sales techniques for value generation purposes Work along with Serve Level Planners to manage timing for CCPs Managing CCP scorecard for 7 different goals including sales and health of compliance

Working with other site leaders and other departments to ensure smooth operations for all existing CCPs in team

American Express (M) Sdn. Bhd.

March 2019 - August 2019 (left for scholarship)

Achievements

Lowered customer return call back by 2% (For within 1 week return call back) under Customer First Resolution program

Created call flow for existing pain areas including value generation (sales) raising offer rate and acceptance of sale rates by 12 - 15%. Education

RMIT University

Bachelors of Communication

Major: Journalism

Minor: Literature and Philosophy

Melbourne, Australia

Class of 2009

Taylors University

Diploma in Communication

Major: Journalism

Subang Jaya, Malaysia

Class of 2007

Work Background

Limitations and Appeals Specialist

Analyse accounts history and trends and perform relevant research to effectively identify problems. Contact account holders in an effort to verify activity and mitigate loss. Continually monitor cases and reports to identify trends and notify management of information gleaned from that activity. Educate customers on how to maintain security and strive for loss prevention for both PayPal and its customers. Answer customers’ queries related to unauthorized account access via phone call. Conduct account reviews using multiple resources including customer contact, reviewing PayPal activity, phone matches, IP Search, and various websites, etc.• Responsible for reviewing documentation, analysing data, and determining in a timely manner whether to verify the authenticity of transactions and/or activities. Review PayPal accounts and determine the legitimacy of the account, account holder and transactions, the associated risk

(using fraud indicators), and make sure all appropriate decisions are made on each account reviewed. PayPal (M) Services Sdn. Bhd.

February 2018 - February 2019

Achievements

Team top performer Quarter 2/2018

Outstanding Achievement April 2018

Customer Service Award CS KL May 2018

Outstanding Achievement June 2018

Learning Specialist

Superior service [White glove/Relationship Care] Service training provided within· guidelines and training periods. Optimizing the end to end performance in support of business goals. Capacity Planning & Administration - Support Delivery Centre Of Excellence through exceptional management f the Learning Centre and Learning Administration.

E2E ID Management and Centralisation - Support Trainings of various LOBs and managing New Hire IDs. Manage Learning Administration in RMS & LMS including Content Administration. Support all Delivery Managers on site

Suggest and Implement Process Improvements to increase efficiency and effectiveness. Collaborate with Global Colleagues to streamline processes. Provide various reporting as required.

Maintain all Training Rooms & equipment used in the Learning Centre Accountable for successful Transitioning of new projects over Con-calls. Managing timely completion of Assigned tasks with 100% accuracy. Support overall Learning Environment.

Support Instructional Designers on Learning Materials along with Departmental Subject Matter Experts Support for Operations during On the job Training and extensive coaching during afterhours for operations. Liaising with Human Resources for hiring.

American Express (M) Sdn. Bhd.

October 2016 - October 2017

Achievements

100% Certification Rate with Recognition Provided by Learning Manager and Vice President of Learning and Development. Successful in being the First Trainer to upskill new hires with Save a Customer skill. Work Background

Relationship Care Specialist

Liaising with Marketing and Production to ensure favourable outcome to clientele. Managing Performance Management Program for Low Performing Consultants with coaching/SBS. Designing internal communication for entire department• Designing external communication on sales/promotional material to be delivered via softcopy to clients.

Conducting Training and Creating Training Materials for Department American Express (M) Sdn. Bhd.

July 2016 – October 2016

Achievements

A successful score rate of consultants graduating out of performance management Raising centre scores with efforts produced.

Senior Card Consultant / Relationship Manager

Responsible for delivering superior customer service through supporting a team of 15 Customer Care Professionals Support Team Leader in implementing Knowledge Management Initiatives such as Assessments / Huddles / Process clarifications etc.

Build and address Training Need Analysis Inventory based on SBS / Knowledge gaps / Assessment Analysis Conduct process and product refreshers to ensure Knowledge consistency across team Identify and eliminate defect process that impact First Contact Resolution by highlighting toTL / SDO /Manager Ensure all financial adjustments are accurately processed Support Team Leader in handling Card member escalations Take regular Servicing calls as per business requirement during stipulated hours as well as on an ad-hoc basis if required Card Attrition Handling

High Profile Portfolio Handling [Centurion and Platinum Card Products] American Express (M) Sdn. Bhd.

August 2014 – July 2016

Achievements

American Express Malaysia [Pinnacle Award]

Global Excellence Award

Dispute Analyst

Responsible for all cardholder transaction dispute cycle including documentation retrievals, chargebacks, adjustments, merchant fraud investigations, pre-arbitration and pre-compliance, arbitration and compliance. Research, analyses, and carries out the appropriate course of action for each claim. Call Backs for Escalations

American Express (M) Sdn. Bhd.

June 2013 – August 2014

Achievements

Top Performer for final quarter 2013

Rookie Performer for 2013

Successfully assisted the department with piloting the callout/rebill project. Assisted senior analysts and team leader produce internal workshops. Work Background

Media Executive

Researching, developing and writing content for TalentCorp’s career booklets Monitoring and assisting for SciDev.net meeting for AusAid Writing articles for the Globalist Magazine

Content Capital Sdn. Bhd.

February 2012 – May 2013

Achievements

Completed booklet on Healthcare which was rated as second best booklet for Jobstreet's 2012 Job Fair Successfully coordinated SciDev.Net's focus group meeting consisting of stakeholders, scientists and academicians in order for AusAid to develop funding plans in areas such as science and technology for Malaysia Broadcast Monitor

Exclusively monitor Australian TV and Radio programs for over 1000 clients in the form of content summaries for business intelligence and market research.

Managed networking within various departments in the company within Malaysia, Australia and Singapore in order to develop and meet sales targets.

Asia Media Monitors

October 2010 – February 2012

Achievements

Made three international news headlines through monitoring interviews with politicians, economists and NonGovernment Organizations for major clients such as the Australian Department of Immigration, Meat & Livestock Australia (MLA) and The Refugee Council

Overachieved standard KPI of 80 summaries per day to 120 summaries within a tight deadline of 15 minutes Reference

Asha Sharma

Email: aditse@r.postjobfree.com

Phone: (+60) 3-2050-0000

Contact

Learning Delivery Manager

American Express (M) Sdn. Bhd.

Punithavathy Murugayah

Email: aditse@r.postjobfree.com

Phone: +60-16-773****

Contact

Senior Team Leader

American Express (M) Sdn. Bhd.

Contact this candidate