Customer Success Home Based

ROHINI KRISHNAN (MASTER OF PROF. COUNSELLING, TTT TRAINER)

Selangor, Malaysia +601*-******* **********.**@*****.*** PROFESSIONAL SUMMARY

• 5 years multi-industry experience with capabilities in customer success and support, service delivery, training and module creations, talk therapy, human relations management and consultancy.

• Assisted in growing teams from start-ups to scale-ups. Refined teams with new in- house protocols and processes to optimize efficiency.

• Engaged with key clients with onboarding and continuous support with product knowledge and usage. Liaison for communication between clients and internal teams for product and service delivery.

• Managed and executed corporate events such as seminars and conferences.

• Built and continuously nurturing a mental health space for affordable, accessible, and affirming talk therapy.

• Good management instinct with great human connections and communications. PROFESSIONAL SKILLS

• Customer Success

• Client Support & Relationship

• Consulting & Training

• Project Management

• Business Development

• Governance & Documentation

• Event Management

• Counseling/Talk Therapy

EMPLOYMENT HISTORY

JAN 2023 – PRESENT MHub (TRB Ventures), Shah Alam, Malaysia Trainer and Academy Coordinator

Scope

• Create client and product specific training materials and modules.

• Conduct trainings and surveys to gauge user experience.

• Provide product related advice and feedback.

• Manage trainings, product-based events such as seminars and conferences.

• Create event flow and manage event flow.

MAY 2020 – DEC 2022 MHub (TRB Ventures), Shah Alam, Malaysia Senior Customer Success Specialist

Scope

• Serve as a point of contact for customer support and complaints.

• Proactively identify, investigate, and resolve recurring customer support issues.

• Maintain appropriate documentation and records of customer interactions.

• Maintain appropriate files regarding each customer interaction.

• Ensure positive and proactive human relations within the team and externally, with clients. JAN 2021 – PRESENT Meraky Counselling Services, Petaling Jaya, Malaysia Founder and Registered Counsellor

Achievements

• Established a counselling/safe space from scratch with proper documentation and compliance to SSM and LKM (Lembaga Kaunselor Malaysia).

• Co-created the website content with the vision, mission, and design.

• Established pricing plan and booking guidelines for clients to book services.

• Onboarded licensed counsellors as associate counsellors and provided continuous peer support.

• Onboarded and provided training avenue for trainee counsellors for practicum/internship training with continuous support and guidance.

• Established a Pay It Forward campaign for the public to pay forward free sessions to those in need with financial troubles.

EDUCATION

2020 MASTER OF PROFESSIONAL COUNSELLING

Monash University, Bandar Sunway, Malaysia

2017 BACHELORS OF BIOMEDICAL SCIENCE (HONS)

Taylors University, Bandar Sunway, Malaysia

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