DARLWEEN SINGH A/L BALBERA SINGH
Subang Jaya
Summary
Experienced in customer relations and logistics management for Finance,Banking, Oil & Gas, BPO base and tech industry with 16 years of continued career progression accompanied by key accomplishments in highly competitive industries. Acumen: Well-developed business understanding attained through diverse assignments in business analysis at both staff and manufacturing locations. Results-Oriented: Proven track record utilizing a fact-based, process-oriented approach towards reaching aggressive goals in support of cost, profit, service and organizational objectives. Bringing forth experience developing and managing trend-aware social media accounts on various platforms, resulting in an active community of followers.
Overview
19
19
years of professional experience
Work History
Advisor I, Technical Support
CONCENTRIX CVG MALAYSIA SDN BHD
Kuala Lumpur
08.2023 - Current
- Meta Quest is redefining the potential of virtual reality. The Reality Labs team is leading the hardware and platform development that make it possible to do virtually anything - from creating legendary gaming experiences to improving productivity, advancing social movements and beyond. Exploring AR/VR, research and more.
- Understand customer enquiries and ensure they are answered or routed through the appropriate support channel.
- Resolve technical issues related to hardware, software, and client products.
- Maintain broad knowledge of client products and/or services, such as: smartphones, tablets, computers, and wearables. Familiarity with iOS and/or macOS, or comparable technology is preferred.
- Handle customers via Outbound call, WhatsApp, Chat and Email. Assist customers using a call flow guide to answer questions and solve problems.
- Track, document, and retrieve information in databases.
- Resolve technical issues by providing Troubleshooting procedures. Diagnosing and solving technical issues.
- Passionate about delivering impactful technical solutions that drive business growth and exceed client expectations.
- An amazing problem-solver.
Content Moderator
BYTEDANCE PRECISION SDN BHD
Kuala Lumpur
02.2021 - 06.2023
- Ensure legal compliance and safety of content uploaded to our platform.
- Responsible for the development, improvement and maintenance of standards for the security of our online communities.
- Ensure to improve the content management strategy for short video platforms.
- Responsible for coordinating with supervising departments for timely management of content that violates our policies.
- Review and respond to trust and safety-related inquiries from internal and external stakeholders.
- Developed and implemented policies and procedures for content moderation to ensure compliance with industry standards.
- Analyzed trends in user-generated content to identify areas of risk and potential improvement.
Process Associate
GENPACT MALAYSIA SDN BHD CANON - SINGAPORE TEAM
Selangor
06.2018 - 02.2021
- To provide premium customer support to client's client base. To provide support via phone, email or fax, which includes direct contact with client and their support partners.
- Handle Inbound & Outbound Calls for Main Line and Operator queue, Dom BIS Sales Inquiries and Service Mailbox inquiries and replies.
- Liaise with Business Unit on status of service request.
- Filter calls base on product and assistance required transfer call to relevant department.
- To dispatch Engineer on-site for hardware related issues upon receiving complaint from client or customer.
- Raise customer concern for the relevant Business Unit for resolution.
- Accurately record and update customers' cases into CRM and trackers following appropriate processes.
- Ensure customer issues and/or complaints are addressed to the appropriate level, whilst ensuring follow through in all cases.
- Ensure all SLA's are met appropriately.
Customer Service Executive
VADS BHD
Kuala Lumpur
03.2017 - 04.2018
- Overall responsibility to support US-based customers with inquiries and technical support.
- Customer service tasks includes updating customer records, fulfilling customer inquiries, providing solutions, technical support, performing cross-sales, responding to customer complaints.
- Assisting in expediting, escalating, following-up on customer issues.
- Updating and educating customers on new products.
- Managing all customer accounts.
- Processing customer payments.
- Adhering to SLA requirements.
- Continuously self-updating with new product knowledge's.
- Adhering to new product or management updates.
- Maintaining a continuous trust relationship with clients.
Customer Service Executive
SCICOM BHD
Kuala Lumpur
06.2016 - 02.2017
- Overall responsibility to support Singapore-based Telco customers with inquiries and sales support.
- Job tasks includes updating customer records, fulfilling customer inquiries, performing cross-sales, and tele-sales.
- To introduce and sell SingTel products and services.
- Customer details verification.
- Updating customer records.
- Adhering to SLA requirements.
- Continuously self-updating with new product knowledge's.
- Adhering to new product or management updates.
- Upholding excellent customer service experience.
- Maintaining a continuous trust relationship with customers.
Manager
KHASAMMEN ENTERPRISE
Mentakab Pahang
10.2012 - 07.2015
- Overall responsibility to manage business and employees.
- Managing employee and payroll related matters.
- Managing company inventory.
- Handling business reports.
- Handling customer inquiries and complaints.
- Coordinating company audits.
- Maintaining service and strategy targets.
- Maintaining a continuous trust relationship with customers.
Accounts Receivable Officer
MBF CARDS BHD
Kuala Lumpur
10.2009 - 09.2012
- Overall responsibility to perform credit controlling and debt collection.
- Perform customer's credit controlling.
- Perform collections activity on Active/Non performing loan/Return off account. Identify and provides solutions to debt customers.
- Assisting in expediting, escalating, following-up on customer issues in a timely manner. Ensure customer payments are made on a timely manner.
- Continuously self-updating with new product knowledge's.
- Adhering to new product or management updates.
- Maintaining a continuous trust relationship with clients.
Collection Executive Officer
KHASAMMEN ENTERPRISE
Mentakab Pahang
04.2007 - 09.2009
- Overall responsibility to perform credit management and debt collection.
- Assisting with customer's inquiries.
- Prioritizing critical cases.
- Assisting in expediting, escalating, following-up on customer issues in a timely manner. Interviewing customers for credit and loan related matters.
- Handles referral and escalation calls.
- Maintaining a continuous trust relationship with customers.
Education
CERTIFICATE - Cabin Crew Training, Aviation Cabin Crew
EDUFLY AVIATION ACADEMY
Kuala LumpurSMK MENTAKAB PAHANG - Arts Stream, Art & Accounting
SMK MENTAKAB PAHANG
Mentakab, PahangSMK MENENGAH AMPANG - Arts Stream
SMK MENENGAH AMPANG
Kuala LumpurSkills
- Critical thinking and problem solving
- Customer Service
- Leadership and Teamwork
- Ability to Work Under Pressure
- Fast Learner
- Effective Time Management
- Microsoft Office
- Ability to Multitask
- Computer Skills
- Communication Skills
- Sound leadership
- Operational meticulous
- Knowledge of Product & Service Interpersonal
- Responsible
- Energetic
- Motivator towards integrity
Accomplishments
- Awarded as the top collector (incentives) and won top prize for collection incentives in year 2008.
- Awarded as part of best collection team for quarter 1&2 in year 2009.
- Won first team placing in department rankings in overtaking the greatest number of successful Promise to Pay (PTP) and highest increment in conversion percentage in year 2010.
Languages
- Bahasa Malaysia
- Punjabi / Hindi
- English
- Bahasa Malaysia
- Punjabi / Hindi
Personal Information
- Date of Birth: 10/19/89
- Nationality: Malaysian
References
- Amirul, Concentrix CVG Malaysia Sdn.Bhd, 0168709541
- Ms. Vanitha, BYTEDANCE PRECISION SDN BHD, 010-2449277
- Mr. Mohd Fadzli, Genpact Malaysia SDN.BHD, 019-6042121, BinAbdullahSani.MohdFadzli@genpact.com
Current Drawn Remuneration
MYR 4,207.00, MYR 4,700.00 - MYR 5,200.00 (Negotiable)
Profile
Experienced in customer relations and logistics management for Finance, Banking, Oil & Gas, BPO base and tech industry with 16 years of continued career progression accompanied by key accomplishments in highly competitive industries., Well-developed business understanding attained through diverse assignments in business analysis at both staff and manufacturing locations., Proven track record utilizing a fact-based, process-oriented approach towards reaching aggressive goals in support of cost, profit, service and organizational objectives., Bringing forth experience developing and managing trend-aware social media accounts on various platforms, resulting in an active community of followers.
Languages
English
Proficient
C2
Malay
Advanced
C1
Punjabi
Elementary
A2
Hindi
Elementary
A2
Timeline
Advisor I, Technical Support
CONCENTRIX CVG MALAYSIA SDN BHD
08.2023 - Current
Content Moderator
BYTEDANCE PRECISION SDN BHD
02.2021 - 06.2023
Process Associate
GENPACT MALAYSIA SDN BHD CANON - SINGAPORE TEAM
06.2018 - 02.2021
Customer Service Executive
VADS BHD
03.2017 - 04.2018
Customer Service Executive
SCICOM BHD
06.2016 - 02.2017
Manager
KHASAMMEN ENTERPRISE
10.2012 - 07.2015
Accounts Receivable Officer
MBF CARDS BHD
10.2009 - 09.2012
Collection Executive Officer
KHASAMMEN ENTERPRISE
04.2007 - 09.2009
CERTIFICATE - Cabin Crew Training, Aviation Cabin Crew
EDUFLY AVIATION ACADEMY
SMK MENTAKAB PAHANG - Arts Stream, Art & Accounting
SMK MENTAKAB PAHANG
SMK MENENGAH AMPANG - Arts Stream
SMK MENENGAH AMPANG