DHASHEELAWATHY BALAKUMARAN
Summary
Motivated and reliable professional seeking a stable career with opportunities for growth. Dedicated to showcasing capabilities and contributing towards organizational goals and objectives. Eager to learn and constantly striving for self-improvement. Brings loyalty, trustworthiness, and fast learning abilities to any team or organization.
Overview
9
9
years of professional experience
Work History
Customer Service Executive
Functional Training Institute Pte Ltd
11.2023 - 08.2024
- Attend qeuries via phone, email, or online chat.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Escalated critical customer issues to supervisor to avoid canceled policies.
- Resolved customer billing errors by researching issues in system, asking open-ended questions, and determining root causes of problems.
- Contributed towards improving overall customer feedback scores by consistently delivering high-quality service experiences.
- Leveraged strong interpersonal skills to build lasting relationships with customers, fostering brand loyalty and repeat business.
- Developed effective strategies for managing challenging situations, resulting in positive outcomes for both customers and the organization.
- Described product and service details to customers to provide information on benefits and advantages.
- Coached and mentored junior team members, contributing to their professional growth and development.
- Developed working relationships with internal and external customers while assisting with account management duties.
- Persuaded customers to sign up for customer loyalty program to generate additional company revenue.
Showroom Associate
Melaleuca Southeast Asia
06.2020 - 06.2022
- Optimized communication between sales team members through regular meetings focused on performance metrics and goal-setting strategies.
- Organized promotional events within the showroom, attracting new clientele and increasing brand awareness.
- Implemented effective merchandising techniques within the showroom display areas, showcasing featured products prominently.
- Streamlined the showroom layout for improved visual appeal and easier navigation for customers.
- Assisted customers with financing options and processed transactions efficiently, promoting positive customer experiences.
- Effectively resolved customer complaints by listening attentively, understanding their concerns, and taking appropriate action to rectify issues.
- Utilized strong interpersonal skills when interacting with customers from diverse backgrounds while maintaining a friendly demeanor.
- Maintained an organized and clean showroom, ensuring a professional and inviting atmosphere for clients.
- Increased showroom sales by effectively demonstrating product features and benefits to clients.
- Maintained showroom samples and catalog libraries for customer viewing.
- Greeted customers and prospects upon showroom entry.
- Answered customer questions about products and services, helped locate merchandise, and promoted key items.
- Managed efficient cash register operations.
- Developed strong rapport with customers and created positive impression of business.
- Prioritized helping customers over completing other routine tasks in store.
Telesales
Brandt International Nusajaya
04.2017 - 05.2019
- Increased ticket sales by developing and implementing effective telesales strategies.
- Prospected and secured new business through telesales and relationship building.
- Boosted sales revenue through effective telesales strategies and persuasive communication skills.
- Established rapport with prospects quickly, fostering trust and credibility in the telesales process.
- Trained new employees on company products, services, and best practices for successful telesales operations.
- Boosted sales revenue by consistently meeting and exceeding daily, weekly, and monthly targets with efficient telesales strategies.
- Supported new team members in adapting to company processes quickly, serving as a mentor for best practices in telesales operations.
Guest service assistant
Country Garden Forest City Phoenix Hotel
12.2016 - 04.2017
- Streamlined check-in and check-out processes for increased efficiency and reduced wait times.
- Contributed to increased occupancy rates through effective upselling techniques during reservation inquiries.
- Processed payments securely while adhering to company policies regarding credit card transactions and cash handling procedures.
- Maintained clean and organized front desk area, creating a pleasant first impression for arriving guests.
- Collaborated with management on initiatives aimed at boosting overall guest satisfaction scores across multiple metrics.
- Enhanced guest satisfaction by swiftly addressing concerns and providing appropriate solutions.
- Developed strong relationships with repeat customers by remembering preferences and anticipating their needs.
- Handled guest complaints calmly and efficiently, rectifying issues to maintain customer loyalty.
- Trained new Guest Service Assistants on company protocols and best practices, fostering an environment of continuous improvement within the team.
- Managed reservation system updates accurately, preventing double bookings or other discrepancies.
- Monitored guest feedback closely via online reviews or comment cards, implementing improvements based on common trends identified.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Took reservations over phone and through email, recording guest information in computer system and verifying details.
- Answered hotel phones with professionalism and directed calls appropriately.
- Worked closely with guests, some VIP, or celebrity, with high degree of respect for privacy.
Customer Representative
Telexpress Contact Centre
05.2015 - 12.2016
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues with professionalism.
- Maintained courteous, friendly atmosphere for guests to increase overall satisfaction and customer service standards.
- Implemented feedback from regular evaluations to improve personal performance and contribute positively to the team''s collective growth.
- Handled high call volumes efficiently without sacrificing quality of interaction or resolution success rate.
- Maintained accurate records of all client interactions through diligent use of CRM systems, allowing for targeted follow-ups and efficient customer history referencing.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained and managed customer files and databases.
- Managed difficult customer interactions calmly and effectively, reducing escalation levels and maintaining company reputation.
- Responded to customer calls and emails to answer questions about products and services.
- Identified opportunities for upselling or cross-selling products during interactions, increasing overall revenue generation.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Education
SECONDARY - Standard Secondary School Studies
SMK Taman Rinting 2
PN Level 1 : Nutrition Certification
Precision Nutrition
OnlinePN Level 1 : Sleep, Stress Management And Recovery
Precision Nutrition
OnlineDiploma Of Management
Unitar International University
Malaysia04.2016
Skills
- Team Collaboration
- Customer Relationship Management
- Complaint Handling
- Presentation Skills
- Online chat and email
- Payment management
- CRM Software
- Microsoft Office
- Administrative and Office Support
- Customer Account Management
- Customer Engagement
- POS Systems and Ordering Platforms
- Mindbody
Languages
English
Upper intermediate (B2)
Chinese (Mandarin)
Upper intermediate (B2)
Tamil
Upper intermediate (B2)
Malay
Intermediate (B1)
Availability
Immediate
Age
30
Ic Number
940807-01-6258
Race
Indian
Personal Information
- Status: Married
- Expected Salary: SGD 3000 (negotiable)
- Gender: Female
- Nationality: Malaysian
Extra Curriculum
- Motivation Camp (2006)
- Semi-Marathon City level (2007)
- MSSD Track (2008-2011)
- Larian 1 Malaysia (2011)
- School Marathon (2010-2011)
- Girls Ranger camp (2010)
- MSSM Marathon (2011)
Timeline
Customer Service Executive
Functional Training Institute Pte Ltd
11.2023 - 08.2024
Showroom Associate
Melaleuca Southeast Asia
06.2020 - 06.2022
Telesales
Brandt International Nusajaya
04.2017 - 05.2019
Guest service assistant
Country Garden Forest City Phoenix Hotel
12.2016 - 04.2017
Customer Representative
Telexpress Contact Centre
05.2015 - 12.2016
SECONDARY - Standard Secondary School Studies
SMK Taman Rinting 2
PN Level 1 : Nutrition Certification
Precision Nutrition
PN Level 1 : Sleep, Stress Management And Recovery
Precision Nutrition
Diploma Of Management
Unitar International University
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