Dinesh Sumusandram
Customer Service Representative
Kuala Lumpur
Summary
Experienced customer service representative with a proven ability to swiftly resolve complex issues and foster strong customer loyalty. Adept at effectively addressing customer concerns, consistently delivering exceptional service that exceeds expectations. Verifiable track record of success, skilled in navigating challenging situations and finding innovative solutions. Committed to providing top-notch support, striving to create positive experiences for customers while maintaining a high level of professionalism.
Overview
16
16
years of professional experience
4020
4020
years of post-secondary education
3
3
Languages
Work History
General Laborer
Chamnara
10.2017 - 02.2025
- Performed general housekeeping and cleaning tasks.
- Demonstrated strong work ethic, completing physically demanding tasks under varying conditions.
- Maintained clean and organized worksites, minimizing hazards and promoting a safe working environment.
- Cleaned and maintained tools, equipment and worksites.
- Assisted team members with tasks that require group effort.
- Loaded, unloaded, and moved material to and from storage and production areas.
- Loaded and unloaded materials onto trucks and trailers.
- Notified supervisors of defective equipment or material.
- Adapted quickly to new tasks or changes in project scope, demonstrating flexibility in skillset and problem-solving abilities.
- Completed tasks efficiently for timely project completion within set deadlines.
Technical Support Associate
XChanging Asia Pacific Sdn Bhd
08.2014 - 11.2015
- Respond to customer inquiries via phone, email, chat, or in-person
- Troubleshoot and resolve technical issues related to software, hardware, or services
- Diagnose problems by gathering relevant information and analyzing the situation
- Provide step-by-step instructions to guide users through problem resolution
- Use remote desktop tools to access user devices for troubleshooting when needed
- Record and document all customer interactions, issues, and solutions in a ticketing system
- Create and maintain knowledge base articles or FAQs to help customers with common issues
- Identify complex issues and escalate them to higher-level technical teams or specialists when necessary
- Assist with the installation and configuration of software or hardware for customers
- Stay up-to-date with product knowledge, updates, and changes to troubleshoot efficiently
- Provide training to customers on using products or services, ensuring they understand features and functionality
- Ensure that issues are resolved to the customer's satisfaction and follow up with customers if necessary
- Trained and mentored 5 new technical support associates, helping them reduce onboarding time by 20% and enabling them to resolve customer issues independently within 2 weeks
- Resolved a complex system integration issue that had been outstanding for several months, earning recognition from management and the client for persistence and expertise
Customer Care Consultant
Maxis Sdn Bhd
10.2012 - 06.2014
- Handle incoming calls and assist walk-in customers with inquiries about fibre broadband services, addressing concerns, and providing accurate information
- Troubleshoot and resolve technical issues related to fibre services, guiding customers through solutions to restore service functionality
- Present and promote Maxis' fibre products and services to existing and prospective customers, informing them about current promotions and packages
- Work closely with sales, marketing, and customer service teams to ensure a cohesive strategy for customer engagement and service delivery
- Strive to meet performance targets related to service levels, customer satisfaction, and first-contact resolution rates
- Maintained a First-Call Resolution rate of 85%, ensuring that most customer concerns regarding fibre service were addressed on the first contact
- Successfully upsold additional Maxis Home Fibre packages to 15% of customers, contributing to a 10% increase in revenue for the division
Customer Service Professional
SRG Asia Pacific Sdn Bhd
03.2009 - 08.2012
- Address and resolve client complaints or concerns promptly, escalating complex issues to appropriate departments when necessary
- Identify opportunities to introduce additional Standard Chartered products and services that align with client needs, contributing to the bank's growth objectives
- Gather client feedback to identify areas for improvement in services and contribute to enhancing the overall client experience
- Meet or exceed established performance metrics, including response times, resolution rates, and customer satisfaction scores
- Participate in training sessions and workshops to stay updated on product offerings, banking regulations, and customer service best practices
- Engage with clients through various channels, including phone, email, or in-person, to provide information about Home Card products, resolve issues, and ensure overall satisfaction
- Accurately process client instructions, applications, and requests related to Home Card services, ensuring compliance with bank policies and regulatory requirements
- Maintained 100% compliance with Standard Chartered's policies and regulations while processing customer requests, ensuring accurate and timely documentation of all client interactions
Education
SPM -
Sekolah Menengah Kebangsaan Taman Seraya
ITIL Foundation Certificate in IT Service Management -
Axelos
04-2014
Skills
- Conflict Resolution
- Excellent Communication Skills
- Troubleshooting
- Service and Support
- Great Attention to Data
- Patience and Empathy
- Tech Savvy - ticketing or customer management systems
- Problem Solving
- Team Work
Highlighted Skills
- Respond to customer inquiries via phone, email, chat, or in-person.
- Conflict Resolution
- Excellent Communication Skills
- Troubleshooting
- Service and Support
- Great Attention to Data
- Patience and Empathy
- Tech Savvy - ticketing or customer management systems
- Problem Solving
- Team Work
Timeline
General Laborer
Chamnara
10.2017 - 02.2025
Technical Support Associate
XChanging Asia Pacific Sdn Bhd
08.2014 - 11.2015
Customer Care Consultant
Maxis Sdn Bhd
10.2012 - 06.2014
Customer Service Professional
SRG Asia Pacific Sdn Bhd
03.2009 - 08.2012
SPM -
Sekolah Menengah Kebangsaan Taman Seraya
ITIL Foundation Certificate in IT Service Management -
Axelos
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