CL YOGES CHANDRAM
CUSTOMER SERVICE EXECUTIVE
Shah Alam, Selangor
Summary
Professional with strong background in customer service, ready to deliver impactful results while maintaining bank's compliance and regulations. Capable of handling complex customer interactions with empathy and efficiency, adept at problem-solving, and skilled in communication. Valued team player known for adaptability and fostering collaborative environments. Possess knowledge and focused on preventing and combating money laundering. Proficient in conflict resolution, CRM systems, and multi-channel support.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Customer Service Executive (Fraud Team)
Maybank Group Customer Care
07.2022 - Current
- Handling inbound calls related to fraudulent or Scam. Assisting fraud related cases for banking account, debit card , credit card, Maybank2u, QRpay , Foreign Telegraphic and cheque.
- Identify scam modes operandi and escalate to right channel on timely manner to avoid losses to bank. Prepare reports and documentation for further investigations.
- Promptly act to escalate the fraud related incidents to avoid details been compromised or ensure no losses for customer.
- Analyze and Identify potential mule and suspicious account transactions and immediately report to branch.
- Educate and provide an awareness to customer on potential scam or tactics by fraudster to preventing fraudulent activities.
- Ensure compliance with relevant regulations and internal policies.
- Communicate to branches, fraud management team and other relevant department once identifying suspicious patterns or new scam tactics for further analysis.
Customer Service Executive (Banking and Finance)
Maybank Group Customer Care
02.2011 - 06.2022
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues through inbound calls .
- Handling dispute related payments, cash withdrawals and online bankings.
- Managed high volume of inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues.
- Described product and service details to customers to provide information on benefits and advantages.
- Reduced average call time through efficient problem-solving skills without sacrificing quality of service provided.
- Contributed towards improving overall customer feedback scores by consistently delivering high-quality service experiences.
- Provide trainings for new comers.
Customer Service Executive (Credit Card )
OCBC Bank (M) Berhad
03.2010 - 12.2010
- Provided company information and policies to customers upon inquiry and answered questions via phone.
- Handling inbound call on credit card usage and spending.
- Guide on statement enquiries.
- Assist customer on credit card application enquiries.
- Dispute on unauthorized credit card transactions.
- Assist on credit card maintenance - increase credit limit, change personal info, waiver request.
- Provide information related to promotion and campaign on credit card.
Education
MBA - Business Management
Inti International University
Nilai, Negeri Sembilan 04.2001 -
Bachelor of Science - Science Bioindustry
University Putra Malaysia
Bintulu, Sarawak, Malaysia 04.2001 -
Skills
Regulatory compliance
Report writing
Guide and create an awareness
Product knowledge
Soft skills and Attentive listening
Communication skill
Problem solving
Complaint handling
Fraud detection
Computer Skill
Accomplishments
- Received Best customer service executive for an outstanding client engagement with customers for 5 consecutive quarters.
- Reliable and trustworthy among peers for knowledge sharing.
- Mentored new customer service representatives in telephone etiquette and problem solving skills, improving their overall confidence and enabling them to begin taking calls within days of hire.
Certification
Attend online training annually for Anti-Money Laundering, Anti-Terrorism Financing
Timeline
Attend online training annually for Anti-Money Laundering, Anti-Terrorism Financing
01-2025
Customer Service Executive (Fraud Team)
Maybank Group Customer Care
07.2022 - Current
Customer Service Executive (Banking and Finance)
Maybank Group Customer Care
02.2011 - 06.2022
Customer Service Executive (Credit Card )
OCBC Bank (M) Berhad
03.2010 - 12.2010
MBA - Business Management
Inti International University
04.2001 -
Bachelor of Science - Science Bioindustry
University Putra Malaysia
04.2001 -
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