Chandra Naidu
Onboarding Specialist & Customer Service
Ayer Itam
Summary
Experienced in pre-opening and post-opening phases of new business lines with a proven track record of successfully conducting trainings for new employees on company protocols and operations. Adopter and problem solver who thrives on employing creativity and innovation to overcome challenging and complex issues across employees, processes, and costs. Fluent in English and Malay languages, outstanding communicator who excels in building strong relationships with employees, vendors, and partners.
Overview
9
9
years of professional experience
Work History
Onboarding Specialist & Customer Service
EASYEATS SDN. BHD &
3 2022 - Current
- Consulting client to define the best uses of implementation towards their needs.
- Collaborate and work with sales, product and support teams to ensure satisfying customer journey.
- Providing & guiding technical training and user manual to the outlets.
- Ensured all the hardware given to client are recorded.
- Build and maintain relationships with customers to maximize product feature adoption and satisfaction.
- Monitors Merchant's adoption journey and serves as their guide to success.
- Maintain customer engagement with a focus on customer satisfaction and increasing adoption.
- Answers customer inquiries about best practice content or general needs.
Customer Service Officer
Toll Global Forwarding (M) Sdn Bhd
07.2021 - 03.2022
- Record information into Cargo wise 1
- Check completed work for accuracy
- Enter data according to Standard Operating Procedure
- Proactively communicate with customer via email
- Respond to queries for information and access relevant files
- Keeping sensitive customer or company information confidential.
Customer Service Officer
City Zone Express Sdn. Bhd.
04.2020 - 03.2021
- Entering data according to Standard Operating Procedure
- Responding to queries for information and access relevant files
- Preparing weekly report according to different plant and customer
- Monitoring of orders & tracking of timely pick-ups and delivery
- Always proactively communicate with customer via email and phone call
- Precisely keeping sensitive customer or company information confidential.
Key Accounts Manager
OYO Rooms Hospitality Sdn. Bhd.
02.2019 - 05.2020
- Develop and maintain relationships with key clients in the hospitality sector, which is the key income generator of the company
- Accountable for monitoring the revenue performance of each client by managing internal and external stakeholders ranging from hotel partners, various cross-functional departments in areas relating to deal guidance, performance forecast, pricing, hotel performance RCA (root cause analysis), campaigns and content-driven initiatives
- Establish a relationship with clients and help them gain an understanding of how the system is helping them to be relevant in the market and gaining an edge over competitors
- Negotiate contracts with key clients and establish deadlines for the fulfillment of each client's long-term goals
- Responsible on the contribution margin for the company and clients, so both parties are aligned to achieve their profitability target
- Expand the relationships with existing customers by continuously proposing solutions that meet their objectives
- Successfully renegotiate and win back 20+ hotels and renew the contracts.
Operation Manager
OYO Rooms Hospitality Sdn. Bhd.
02.2019 - 07.2019
- Leading the Operational efficiency of the business in the hub in every way and continuously exploring ways to improve the processes
- Advanced the ownership and driving the metrics of customer experience – percentage delight, percentage unhappy
- Taking rigorous monitoring and performance management of the operations and transformation teams
- Effective running projects in the hub to deliver superior customer experience
- Proven & guiding the transformation team to ensure a seamless and effective elevation of the properties to OYO standards in the least possible time
- Engaging with different stakeholders remotely– vendors, property owners, local and central cross functional teams to deliver the best operational excellence
- Successfully driving initiatives to increase the overall SRNs in the hub of all hotels
- Take and drive decisions across offline demand, Supply, CX with the right balance
- Having excellent communication and leadership skills to work in a dynamic environment
- Assist driving KAMs to manage owner relationship remotely.
Service Guest Officer
Georgetown Heritage Hotel
03.2018 - 01.2019
- Maintain efficiency of the Front Office Management and Customer satisfaction control
- Directs visitors by maintaining employee and department directories; giving instructions
- Maintains security by following procedures; monitoring emails; ensuring smooth check-in check-out process
- Perform Night Auditing and Handle Shift arrangement and regulation
- Handle operations with proper usage of Property Management System
- Maintains safe and clean reception area by complying with procedures, rules, and regulations
- Maintains continuity among work teams by documenting and communicating actions, irregularities, and continuing needs
- Contributes to team effort by accomplishing related results as needed
- Handles housekeeping staff regulation, Linen storage collection, Laundry documentation.
Sales Executive
CG Computers Sdn Bhd (Internship)
02.2016 - 09.2016
- Assists and participate in all marketing promotion, campaigns, sales launch and marketing activities
- Perform all sales duties, sales presentation, sales closing and follow through
- Undertake any other task and assignment as directed by the management.
Education
BBA - Marketing
UNITAR
Pulau Pinang 04.2001 -
Skills
- Time Management
- Complaint Handling
- Problem-solving abilities
- Multitasking Abilities
- Adaptability and Flexibility
- Effective Communication
- Team Collaboration
- Customer Relationship Management
Timeline
Customer Service Officer
Toll Global Forwarding (M) Sdn Bhd
07.2021 - 03.2022
Customer Service Officer
City Zone Express Sdn. Bhd.
04.2020 - 03.2021
Key Accounts Manager
OYO Rooms Hospitality Sdn. Bhd.
02.2019 - 05.2020
Operation Manager
OYO Rooms Hospitality Sdn. Bhd.
02.2019 - 07.2019
Service Guest Officer
Georgetown Heritage Hotel
03.2018 - 01.2019
Sales Executive
CG Computers Sdn Bhd (Internship)
02.2016 - 09.2016
BBA - Marketing
UNITAR
04.2001 -
Onboarding Specialist & Customer Service
EASYEATS SDN. BHD &
3 2022 - Current
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