Summary
Overview
Work History
Education
Skills
Education
Timeline
Hi, I’m

BAVITHRAN SIVABALAN

+601133238079
Port Dicson,Negeri Sembilan
BAVITHRAN SIVABALAN

Summary

Knowledgeable customer service management professional successful at improving team productivity, reducing escalated calls and increasing customer satisfaction scores. Friendly and efficient customer service team member devoted to maximising customer satisfaction with exceptional service and support. Knowledgeable about industry standards with strong skill in retaining product and service information to provide effective issue resolution.

Overview

8
years of professional experience

Work History

TIME DotCom Berhad

Customer Service Retention Sales Specialist
09.2024 - Current

Job overview

  • Followed up with customers after completed sales to assess satisfaction and resolve technical or service concerns.
  • Provided ongoing support to existing clients, maintaining a high level of satisfaction and encouraging repeat business.
  • Boosted customer satisfaction by providing exceptional product knowledge and tailored recommendations.
  • Implemented CRM tools to track client interactions, optimizing follow-up procedures for better results.
  • Built strong client relationships through consistent communication and effective problemsolving.
  • Built rapport with customers and assessed needs to make product recommendations and upsell.
  • Managed sales pipeline effectively, prioritizing tasks to maximize revenue potential.
  • Adapted selling approach based on each customer''s unique needs/preferences; tailoring product offerings accordingly.
  • Increased sales revenue by developing and implementing strategic sales plans.
  • Coached junior sales team members on best practices, contributing to their professional development and overall success.
  • Set and achieved company defined sales goals.
  • Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
  • Monitored service after sale and implemented quick and effective problem resolutions.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Offered proactive solutions to common issues faced by customers, reducing the need for further contact and increasing overall satisfaction levels.
  • Increased customer retention rates by effectively addressing and resolving concerns in a timely manner.
  • Trained new hires on company policies, product offerings, and best practices for handling difficult customer situations.
  • Responded to customer requests for products, services, and company information.
  • Maintained up-to-date knowledge of product and service changes.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Maintained accurate records of customer interactions, transactions, and follow-up actions for seamless continuity in support services.
  • Achieved or exceeded company-defined sales quotas.
  • Negotiated prices, terms of sales and service agreements.
  • Attended monthly sales meetings and quarterly sales trainings.
  • Offered valuable product suggestions based on customer needs and preferences, increasing overall satisfaction levels.
  • Collaborated with team members to achieve sales targets and improve overall store performance.

SINGTEL BPO Service SDN.BHD

Technical Customer Experience Representative
04.2023 - 08.2024

Job overview

  • Maintain customer accounts and record account information.
    Follow communication guidelines, policies and procedures.
  • Handle customer complaints and provide alternatives and/or solutions to ensure resolution of complaints.
  • Developed rapport with customers quickly and achieved positive customer engagement through active listening and communication.
  • Responded to customer emails, calls and live chat regarding technical malfunctions and issues to fix remotely.
  • Helped customers set up new systems, applications and software.
  • Provided clear and concise step-by-step technical support to guide clients.
  • Installed and set up applications for clients, including anti-virus software and Microsoft office.
  • Used remote access to navigate and link to customer computers.
  • Participate in in-person meetings with customers to assess and diagnose hardware problems.
  • Used support tickets to track and speed up incidents.
  • Investigated reports of system errors to try to reproduce problems and trace faults.
  • Conducted tactical troubleshooting to identify faults.
  • Entered comments to control system operation, verify functionality and detect errors.
  • Upgraded hardware promptly to minimise service disruptions.
  • Educated service users on new software updates and system capabilities.
  • Monitored computer system performance and intervened in identified problems.
  • Resolved service user requests within target timeframes.
  • Installed new hardware and software to meet system specifications and user needs.
  • Converted customers looking to cancel with improved account offers, improving retention ratings against KPIs.
  • Consistently cleared service tickets, effectively managing time and workload using prioritisation and delegation skills.
  • Worked with exceptional efficiency to consistently achieve call handling timeframe targets.
  • Employed a solution and customer-focused service model to manage and resolve customer issues.
  • Monitored customer surveys and feedback to develop corrective actions for service-related issues.
  • Followed scripts and processes to uphold brand standards.
  • Managed up to 60 customer inquiries per day in fast-paced centre.
  • Asked customers targeted questions throughout troubleshooting to determine smart solutions.

Astro BPO Call Centre

Customer Service Professional
04.2022 - 03.2023

Job overview

  • Developed rapport with customers quickly and achieved positive customer engagement through active listening and communication.
  • Converted customers looking to cancel with improved account offers, improving retention ratings against KPIs.
  • Handled incoming calls and directed to relevant departments using multichannel switchboards.
  • Closely monitored voicemail systems, quickly resolving customer queries to limit call backlogs.
  • Provided exceptional call centre experiences through first-class communication and professional customer care..
  • Worked with exceptional efficiency to consistently achieve call handling timeframe targets.
  • Achieved outstanding improvements in first-time resolution, call abandonment rate, average call wait time and call hold time.
  • Maintained electronic record details, requests for service and actions taken using CRM.
  • Spoke clearly and politely when resolving telephone queries, providing professional, personalised customer care.
  • Provided new staff with inductions and supported them during 3 month trial phase.
  • Answered calls with positivity and enthusiasm, delivering warm, friendly customer care.
  • Gathered information from clients, insurers and partners to assist with valuation and cost calculations for accurate settlement payments.
  • Followed internal claims processing procedures to prevent fraudulent payments, guaranteeing high-quality assurance standards.
  • Retrieved claim records to verify policyholder information and coverage before processing claims.
  • Report and alert any exceptional and problematic customers and apply appropriate actions to minimize bad debt;
  • Investigate and resolve discrepancies relating to non-payment of invoices;
  • Prepare and submit monthly customer rebates/ refund;

Samsung SDIEM

Desktop Support (IT HELP-DESK)
09.2017 - 03.2022

Job overview

  • Carried out accurate patching and unpatching of LAN points, enabling reliable operational facilities.
  • Updated support tickets with current statuses, clearing issue backlogs to meet KPI targets..
  • Troubleshot network and systems faults and escalated issues to central resources for swift solutions.
  • Solved hardware and software issues through in-depth systems analysis.
  • Conducted tests and evaluations of new technologies to maintain function and performance.
  • Asked customers targeted questions throughout troubleshooting to determine smart solutions.
  • Helped customers set up new systems, applications and software.
  • Used remote access to navigate and link to customer computers.
  • Managed daily server backups on computers to avoid data loss from computer malfunctions.
  • Updated software for new functionality and improved security.
  • Resolved service user requests within target timeframes.
  • Maintained and repaired peripheral equipment connected to laptops and desktops.
  • Followed user guides and technical manuals to complete skilled repairs.
  • Responded to customer emails, calls and live chat regarding technical malfunctions and issues to fix remotely.

Education

Polytechnic of Sultan Mizan Zainal Abidin
Kuala Terengganu, Terengganu, Malaysia

Diploma of Higher Education from Electronic Engineering
2017

Sekolah Menengah Kebangsaan Yam Tuan Radin

SPM from Sijil Pelajaran Malaysia
2013

Skills

  • Microsoft word
  • Power Point
  • Excel
  • Google application
  • hardware computer
  • CRM
  • WDE
  • 360 Ripper Dynamic
  • Solution selling
  • Customer order processing
  • Account renewals
  • Cancellation conversion
  • Computer literate
  • Call recording
  • Customer complaint management
  • Excellent communication
  • Email writing
  • Patient and calm
  • Solution-minded
  • Multitasking
  • Managing issues
  • 60 WPM typing speed
  • PC support
  • Customer service expert
  • Hardware diagnosis
  • Troubleshooting proficiency
  • Technical issues analysis
  • Software diagnosis
  • Call centre experience
  • Hardware upgrades
  • Software fault diagnosing
  • Anti-virus software installation
  • Software update installation
  • Application installations
  • Sales training
  • Sales reporting
  • Sales presentations
  • Sales process optimization
  • Sales expertise
  • Sales strategy development
  • Performance tracking
  • Sales analytics
  • Negotiation
  • Problem-solving
  • Time management
  • Product knowledge
  • Customer relationship management (CRM)
  • Sales techniques
  • Empathy and patience
  • Critical thinking
  • Sales pitching
  • Upselling
  • Sales quota achievement
  • Sales strategy

Education

other,other

Timeline

Customer Service Retention Sales Specialist

TIME DotCom Berhad
09.2024 - Current

Technical Customer Experience Representative

SINGTEL BPO Service SDN.BHD
04.2023 - 08.2024

Customer Service Professional

Astro BPO Call Centre
04.2022 - 03.2023

Desktop Support (IT HELP-DESK)

Samsung SDIEM
09.2017 - 03.2022

Sekolah Menengah Kebangsaan Yam Tuan Radin

SPM from Sijil Pelajaran Malaysia

Polytechnic of Sultan Mizan Zainal Abidin

Diploma of Higher Education from Electronic Engineering

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BAVITHRAN SIVABALAN+601133238079