Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Damien Savio

Summary

Specialist and experienced in dealing with regulatory complaints. Capable of making crucial decisions, managing deadlines, and conducting team evaluations. With expertise in analytical and quantitative issue solutions, dedicated to company growth and improvements.

Overview

26
26
years of professional experience

Work History

Escalation Team MY Leads (Venture Leads)

Lazada Malaysia
08.2015 - 01.2024
  • Supervised representatives, assessed performance and organized development plans to diminish process lags.
  • Coached staff on operating procedures to maintain quality services.
  • Resolving customer issues: Responsible for handling and resolving customer complaints and issues that have been escalated from the Lazada Senior Management Leader’s.
  • Handling complex cases: Responsible for handling complex and escalated cases that require specialized knowledge or expertise.
  • Handling regulatory complaints: Responsible for handling and resolving regulatory complaints received from external regulatory bodies, such as Civil Court Claim (Small Court Claims), TTPM, KPDNKK, MCMC, BNM and etc.
  • Fraud investigation: Responsible for investigating fraud complaints received from customers or internal sources where it involve reviewing transaction data, analyzing patterns, and identifying potentially fraudulent activities.
  • Fraud prevention and mitigation: Responsible for implementing measures to prevent and mitigate fraud incidents which consist of analyzing trends, identifying vulnerabilities, and recommending improvements to existing fraud prevention systems and processes.
  • Collaborating with internal teams: Collaborate with various internal teams, such as logistics, finance, tech or product teams, to resolve customer issues.
  • Providing guidance and support: Provide guidance and support to the BPO’s in handling difficult or escalated cases. This involve coaching and training customer service representatives on how to handle and resolve complex customer issues.
  • Project and Initiative: Implemented the Fraud SOP, Implementation for creation of Keyword Detection Dashboards, KPDN, TTPM, MCMC SOP, Blocking/Deletion abusive buyer, Walk-ins Buyer and Seller S.O.P, Dcare Escalation S.O.P

Helpdesk Specialist

IBM MALAYSIA Sdn Bhd
11.2012 - 10.2013
  • 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.
  • Resolved service user requests within target timeframes.
  • Communicated onsite staff regarding installations, upgrades and outages.
  • Asked customers targeted questions throughout troubleshooting to determine smart solutions.

Customer Service Executive

Scicom (MSC) Berhad
04.2010 - 10.2012
  • Handled high-volume telephone calls to address and resolve customer queries.
  • Communicated with customers through phone calls, online chats and emails to assess customer needs and provide solutions.
  • Dealt with complex complaints and angry customers professionally and politely, resolving issues with favourable solutions.
  • Added value to customer purchases by upselling additional products and services.
  • Handled customer billing errors, researching issues in system and working to resolve problems and inconsistencies.
  • Maintained excellent team relationships by helping colleagues during complicated or difficult customer calls.
  • Managed all complex complaints, issues and problems to maintain customer satisfaction.

Food & Beverage Captain

Garden Hotel & Residents
12.2007 - 04.2010
  • Observed staff performance and provided feedback to facilitate achievement of team and individual goals.
  • Solicited feedback from guests concerning service of food and beverage offerings and to identify weak areas and make improvements.
  • Maintained extensive knowledge of food and beverage menus to efficiently answer staff and customer queries.
  • Kept detailed inventories of supplies, ensuring bar areas were strategically stocked to maintain efficient workflow.
  • Monitored supply levels and generated purchase orders to replenish and maintain bar inventory.
  • Upheld high standard of cleanliness in all work areas to comply with health and safety regulations.
  • Maintained brand image by keeping neat personal appearance.
  • Influenced customer decision-making by applying upselling and cross-selling techniques to augment customers orders.
  • Demonstrated full knowledge of all menu items, contents and preparation methods to provide suggestions based on customer preference.

Food and Beverage Captain

One World Hotel
09.2006 - 12.2007
  • Conducted daily pre-shift and weekly departmental meetings to maximise organisational efficiency.
  • Developed and maintained staff to provide hospitable, professional service while adhering to policies and business initiatives.
  • Championed 100% guest satisfaction by providing excellent dining experience.
  • Demonstrated leadership with hands-on approach in completing daily tasks and motivating team through pre-shift briefs.
  • Designed table settings to be aesthetically pleasing and comfortable for guests, upholding restaurant's customer service standards.
  • Set tables with flawless precision, creating stunning, uniform dining room displays.
  • Maintained excellent menu knowledge, offering advice on ingredients and allergens to meet diners' dietary requirements.
  • Prepared event spaces for service, securely manoeuvering tables and chairs to fit required seating plans.
  • Used exceptional communication and relationship-building skills to develop positive rapport with diners, enhancing customer enjoyment.

Bar Captain

Le Meridien Hotel
12.2003 - 08.2006
  • Implemented staff training programs to refine bartending skills and knowledge of products.
  • Evaluated employee performance regularly, providing constructive feedback for continuous improvement.
  • Enhanced team performance through effective communication, coaching, and leadership.
  • Boosted beverage sales with innovative cocktail creations and seasonal menu updates.
  • Coordinated with other departments for seamless execution of large-scale events or corporate functions at the venue.
  • Upsold daily specials and beverage promotions to exceed daily sales goals.
  • Kept alcoholic beverages well-stocked and organized to meet expected demands.
  • Crafted special drink and cocktail menu items for seasonal offerings.
  • Implemented drink prep procedures, significantly reducing wasted stock.
  • Managed bar inventory, restocked supplies and placed orders for spirits, beer, wines, and mixers.
  • Kept bar stocked with liquors, juices and garnishes for drinks.
  • Maintained impeccably clean, attractive and well-stocked bar area.
  • Mixed unique and interesting cocktails for customers, including bar specials.
  • Created attractive bar displays by strategically arranging bottles and glasses.

Bartender

Cititel Mid-Valley
10.2000 - 10.2003
  • Served high customer volumes during special events, nights, and weekends.
  • Maintained a clean and organized workspace, ensuring compliance with health and safety regulations.
  • Organized bar inventory and storage procedures to keep stock within optimal levels and meet expected customer demands.
  • Reduced wait times for drinks by efficiently managing the bar area and prioritizing orders.
  • Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory.
  • Increased customer satisfaction by providing excellent service and crafting high-quality cocktails.
  • Kept bar presentable and well-stocked to meet customer needs.
  • Upsold menu items to customers, driving up per sale revenues and maximizing profits.
  • Trained new bartenders on drink preparation, product promotion, garnish preparation, and sanitation protocol.
  • Increased repeat customer numbers, creating welcoming atmosphere and remembering regulars' favorite drinks.
  • Maintained extensive knowledge of cocktail recipes and preparation techniques, ensuring high-quality beverage menu.
  • Developed loyal clientele by engaging in friendly conversations and providing exceptional service.
  • Helped management plan and serve bar menu exceeding customer expectations.

Waiter

Ritz Carlton Hotel
05.1998 - 08.2000
  • Folded napkins and prepared silverware sets to provide adequate supply for host station.
  • Shared knowledge of menu items and flavors, enabling customers to make personal decisions based on taste and interest.
  • Remained calm and poised when dealing with difficult customers or during busy shifts.
  • Carried out complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs.
  • Processed orders and sent to kitchen employees for preparation.
  • Maintained order efficiency and accuracy through clear communication with kitchen staff, earning numerous recommendations from satisfied customers.
  • Strategically timed check-ins with customers to take orders and confirm satisfaction with meals after delivery, taking action to correct any problems.
  • Supervised dining table set-up to prepare for diversity of event types, following strict service standards.

Education

High School/"O" Level Diploma -

SMK Jln San Peng

Skills

  • Client Communication
  • Complaint Resolution
  • Research Ability
  • Exceptional Telephone Etiquette
  • Persuasive
  • Schedule Management
  • Customer Relations
  • Training and Development
  • Client Relations Specialist
  • Product Knowledge
  • Employee Management
  • Performance Management
  • Skilled Multitasker
  • Process Improvement

Languages

English, Malay, Tamil
First Language

Timeline

Escalation Team MY Leads (Venture Leads)

Lazada Malaysia
08.2015 - 01.2024

Helpdesk Specialist

IBM MALAYSIA Sdn Bhd
11.2012 - 10.2013

Customer Service Executive

Scicom (MSC) Berhad
04.2010 - 10.2012

Food & Beverage Captain

Garden Hotel & Residents
12.2007 - 04.2010

Food and Beverage Captain

One World Hotel
09.2006 - 12.2007

Bar Captain

Le Meridien Hotel
12.2003 - 08.2006

Bartender

Cititel Mid-Valley
10.2000 - 10.2003

Waiter

Ritz Carlton Hotel
05.1998 - 08.2000

High School/"O" Level Diploma -

SMK Jln San Peng

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Damien Savio