Arivarasi Parathy
Rawang,10
Summary
A dedicated and highly motivated individual with a Diploma seeking for a suitable job position at your company to utilize my knowledge of customer service along with problem-solving, computation and analytical competencies. Moreover, I want to implement my knowledge and skills to contribute to the growth and success of your organization. Hardworking employee enthusiastic about learning any field inside and out. Pursues opportunities to learn new skills and contribute to group success. Offers strong administrative, relationship-building and problem-solving abilities.
Overview
7
7
years of professional experience
5
5
years of post-secondary education
Work History
Service Assurance Agent
MAXIS BROADBAND ( Matchlink Sdn Bhd)
Subang Jaya, Selangor
08.2022 - Current
- Fostered a continuous learning environment by sharing best practices and new knowledge with team members regularly.
- Influenced positive change within the organization by participating in cross-functional teams focused on enhancing overall customer experience levels.
- Enhanced customer satisfaction by promptly addressing and resolving service issues.
- Increased first call resolution rates by actively listening to customer concerns and providing appropriate solutions.
- Comes up with new process improvement ideas to reduce customer issue and for better solution.
- Provide monthly analysis for repeated callers for all the department for better service
- Monitor agents calls and provide necessary couching.
- Implemented proactive monitoring strategies to detect potential service issues before they impacted customers negatively.
- Received frequent commendations from both customers and supervisors for outstanding dedication to ensuring timely issue resolution and maintaining high-quality standards of service delivery.
- Collaborated with team members to identify root causes of recurring problems, implementing measures to prevent future occurrences.
Customer Care Consultant
MAXIS BROADBAND ( Matchlink Sdn Bhd)
Subang Jaya, Selangor
08.2020 - 10.2022
- Answering or making calls to clients to learn about and address their needs, complaints, or other issues with products or services.
- Responding efficiently and accurately to callers, explaining possible solutions, and ensuring that customers feel supported and valued.
- Engaging in active listening with callers, confirming or clarifying information and diffusing angry customers, as needed.
- Building lasting relationships with clients and other call centre team members based on trust and reliability.
- Utilizing software, databases, scripts, and tools appropriately. Understanding and striving to meet or exceed call centre metrics while providing excellent consistent customer service.
- Making sales or recommendations for products or services that may better suit client needs.
- Taking part in training and other learning opportunities to expand knowledge of company and position.
- Adhering to all company policies and procedures.
- Liaised with other departments to facilitate timely resolutions of customer concerns or requests.
- Participated in regular training sessions to enhance understanding of new products or services offered by the company.
Warehouse Packer
TESCO AMBIENT DISTRIBUTION CENTRE
Rawang, Selangor
05.2020 - 07.2020
- Pulled and packed products, met customer order specifics, maintained product quality, operated equipment, and improved processes.
- Enhanced warehouse efficiency by accurately packing and labeling products for shipment.
- Minimized product loss by reporting any damaged or missing items immediately upon discovery.
- Successfully met daily packing quotas while remaining focused on quality control measures throughout each shift.
- Reduced damaged items rate by ensuring proper packaging and securing materials within boxes.
- Proactively identified potential bottlenecks in the packing process, suggesting solutions to improve workflow efficiency.
- Supported warehouse operations through cross-training in other departments such as receiving, order picking, and stocking shelves.
Customer Service Officer (Live Chat Agent)
FOODPANDA
Sungai Besi
04.2019 - 07.2019
- Managed live chats, provided solutions, built relationships, and met targets.
- Conducted thorough research to provide detailed solutions to complex customer inquiries, ensuring satisfaction and understanding.
- Increased customer retention with prompt follow-ups on pending issues and proactive problem-solving strategies.
- Provided constructive feedback to peers and management on potential process improvements, aiding continuous enhancement of service quality.
- Elevated team morale by actively participating in group activities, promoting a positive work environment conducive to excellent service delivery.
- Streamlined communication between customers and internal departments for timely issue resolution.
- Collaborated with team members to identify areas of improvement in processes, resulting in more efficient service delivery.
- Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
Administration
RIMVITS FORKLIFT
Port Klang, Selangor
09.2018 - 03.2019
- Streamlined medication administration processes, ensuring accuracy and timeliness in delivery.
- Supported community administration in preparation of annual operating budgets.
- Completed data input support for various office administration systems.
- Assisted with network administration tasks.
- Developed comprehensive supply administration policies, adhering to industry best practices.
- Supervised daily planning, coordination and administration for division operations.
- Ensured timely medication administration by supervising the nursing staff diligently.
Customer Service Officer
SINGTEL ( Sudong Sdn Bhd )
Klang, Selangor
10.2017 - 08.2018
- Handled calls from clients, addressed their needs and complaints, provided solutions, built relationships, and met call center metrics.
- Improved first-contact resolution rate by efficiently handling customer queries during initial interactions.
- Streamlined communication between customers and internal departments for timely issue resolution.
- Collaborated with team members to identify areas of improvement in processes, resulting in more efficient service delivery.
- Boosted company reputation by providing exceptional customer service through phone, email, and chat support channels.
- Demonstrated adaptability in handling diverse clientele, effectively addressing their unique needs and expectations.
- Conducted thorough research to provide detailed solutions to complex customer inquiries, ensuring satisfaction and understanding.
- Utilized CRM systems proficiently for tracking customer interactions and recording relevant information accurately for future reference.
- Contributed to the achievement of departmental targets by meeting key performance indicators consistently.
- Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
- Assisted in training new hires, sharing best practices for delivering outstanding customer experiences consistently.
- Managed escalated cases with diplomacy, skillfully negotiating resolutions that satisfied both the customer and company interests.
- Participated in regular meetings with supervisors to discuss challenges faced during daily operations, identifying opportunities for growth and development.
Reservation Agent
GRAND LEXIS PORT DICKSON
Port Dickson, Negeri Sembilan
9 2016 - 5 2017
- Spearheaded initiatives aimed at improving interdepartmental communication which led to more efficient problem-solving within the reservations team.
- Help guests planning and booking the hotel and plan out the duration of their stay and then send booking confirmation to guests after processing payments.
- Providing customer service support if there is a problem with payment confirmation or issues also help guest to navigate the hotel website to book a stay.
- Many hotels have a variety of package deal options that combine a room with additional opportunities to rent a car, buy travel insurance, or attend a local event at a reduced cost.
- We usually encouraged (or required) to upsell and promote relevant travel packages and touring opportunities to guests. Keepingeping accurate records about guest's bookings, payments, and any additional information to communicate with them
- Coordinated group bookings for corporate clients or special events by liaising with sales representatives or event planners effectively throughout the process.
- Improved customer satisfaction by promptly addressing inquiries and providing accurate information regarding reservations, cancellations, and modifications.
- Monitored guest feedback closely to identify areas of improvement in reservation processes and services, leading to enhanced overall guest experience.
Education
Bachelor of Science - Psychology
Open University Malaysia
Tanjong Malim 01.2024 - Current
Diploma - Diploma in Culinary Arts
Management & Science University
Shah Alam, 10 01.2012 - 01.2016
Sijil Pelajaran Malaysia -
Sekolah Menengah Kebangsaan Bukit Sentosa
Rawang, 10 01.2006 -
Skills
Communication skill
Microsoft Office (Word, Excel, Power Point)
Service Recommendations
Inbound Call Management
Ticketing system proficiency
Languages
Tamil
Native language
English
Beginner
A1
Bahasa Melayu
Beginner
A1
Tamil
Beginner
A1
Software
Productivity software
Operating systems
Presentation software
Communication tools
Database management
Proficient in Microsoft Office suite
Timeline
Bachelor of Science - Psychology
Open University Malaysia
01.2024 - Current
Service Assurance Agent
MAXIS BROADBAND ( Matchlink Sdn Bhd)
08.2022 - Current
Customer Care Consultant
MAXIS BROADBAND ( Matchlink Sdn Bhd)
08.2020 - 10.2022
Warehouse Packer
TESCO AMBIENT DISTRIBUTION CENTRE
05.2020 - 07.2020
Customer Service Officer (Live Chat Agent)
FOODPANDA
04.2019 - 07.2019
Administration
RIMVITS FORKLIFT
09.2018 - 03.2019
Customer Service Officer
SINGTEL ( Sudong Sdn Bhd )
10.2017 - 08.2018
Diploma - Diploma in Culinary Arts
Management & Science University
01.2012 - 01.2016
Sijil Pelajaran Malaysia -
Sekolah Menengah Kebangsaan Bukit Sentosa
01.2006 -
Reservation Agent
GRAND LEXIS PORT DICKSON
9 2016 - 5 2017
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