Anbarasan Kuppan
Senior Customer Service Officer
Balik Pulau, Penang
Summary
A highly experienced and dedicated senior customer service consultant with over 5 years of experience in the field. Skilled in managing complex customer inquiries, resolving complaints, and building strong relationships with clients. Possesses excellent communication and problem-solving skills, with the ability to effectively handle challenging situations. Committed to providing an outstanding customer experience and driving customer satisfaction.
Overview
10
10
years of professional experience
3
3
years of post-secondary education
Work History
Senior Customer Service Officer
Integrated Health Planner (IHP)
01.2024 - Current
- Provide comprehensive support to corporate clients regarding their healthcare insurance benefits and claims, ensuring high levels of customer satisfaction.
- Collaborate with insurance providers to facilitate the processing and resolution of claims, ensuring timely and accurate reimbursement for clients.
- Conduct detailed reviews of claim submissions, verifying accuracy and completeness of documentation, and advising clients on necessary corrections or additional information.
- Coordinate with internal departments to ensure seamless service delivery and address any escalated issues promptly and foster strong relationships with corporate clients.
- Monitor and analyze claim trends and client feedback to identify opportunities for process improvements and enhance service delivery.
Senior Customer Care Consultant
Teleperformance
6 2022 - 10.2023
- Proved to work independently and from home (or hybrid) with none to minimal supervision.
- Experienced in handling escalated calls (Level 3 callbacks) as manager/senior management personnel: Manage and handle inbound calls, live chat, and email assistance.
- Liaise with other departments including international service branches to resolve customer complaints and issues in ensuring service recovery is effective.
- Own ownership of the Service Requests and Incidents tickets and manage the tickets in a timely & accurate manner with the fulfillment of the Service Level Agreement(SLA).
- Used critical thinking to break down problems, evaluate solutions and make decisions.
Subject Matter Expert
Teleperformance
10.2021 - 06.2022
- Acted as manager/senior management personnel in handling escalated calls (Level 3 callbacks) and demonstrated a high level of initiative and creativity while tackling difficult tasks.
- Liaise with other departments including international service branches to resolve customer complaints and issues in ensuring service recovery is effective.
- Own ownership of the Service Requests and Incidents tickets and manage the tickets in a timely & accurate manner with the fulfillment of SLA.
- Demonstrated a high level of initiative and creativity while tackling difficult tasks.
- Liaise with other departments including international service branches to resolve customer complaints and issues in ensuring service recovery is effective.
- Own ownership of the Service Requests and Incidents tickets and manage the tickets in a timely & accurate manner with the fulfillment of SLA.
- Skills: Teamwork · Social Media · Customer Experience · Chat · Zendesk
Customer Care Consultant
Teleperformance
10.2019 - 09.2021
- Experienced in handling both inbound and outbound customer calls, using the CRM system: Serve, as the first level and single point of contact for customers’ Perform First Contact Resolution (FCR are seeking for services) on-phone / inquiries via customer service hotline (Calls) and digital contact channels.
- Helped a large volume of customers every day with a positive attitude and focus on customer satisfaction.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
Journalist
Malaysia Nanban Tamil Daily
04.2016 - 09.2017
- Collaborated with editors and other journalists to create compelling content.
- Researched and gathered information to develop accurate and credible stories.
- Applied understanding of public opinion, social media, and traditional media use to create engaging and attention-grabbing stories.
Corporate Sales Executive
Marcus Evans Sdn Bhd
10.2014 - 12.2015
- Built relationships with customers and community to promote long term business growth.
- Identified new business opportunities through cold calling, networking, marketing and prospective database leads.
Education
Bachelor of Arts - Mass Communication
University of Science Malaysia
Penang 09.2011 - 06.2014
Skills
Additional Information
Availability : 2 months notice
Expected Salary : RM 3,700/month
Reference: Upon request
Timeline
Senior Customer Service Officer
Integrated Health Planner (IHP)
01.2024 - Current
Subject Matter Expert
Teleperformance
10.2021 - 06.2022
Customer Care Consultant
Teleperformance
10.2019 - 09.2021
Journalist
Malaysia Nanban Tamil Daily
04.2016 - 09.2017
Corporate Sales Executive
Marcus Evans Sdn Bhd
10.2014 - 12.2015
Bachelor of Arts - Mass Communication
University of Science Malaysia
09.2011 - 06.2014
Senior Customer Care Consultant
Teleperformance
6 2022 - 10.2023
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