GAYATHRY RAJAGOPAL
Customer Support Officer
Puchong
Summary
Committed to support both the operational efficiency of the bank and the financial well-being of customers.
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
16
16
years of professional experience
5
5
Certifications
3
3
Languages
Work History
Customer Support Officer
AFFIN BANK BERHAD
09.2019 - Current
- Managing customer accounts and processing transactions. Ensuring compliance with banking policies and regulatory requirements.
- Providing financial advice and services to customers.
- Handling mule and deceased accounts.
- Developing and maintaining relationships with clients. Conducting financial analysis and risk assessments.
- Preparing financial reports and documentation daily and monthly.
- Assisting in the development and implementation of bank policies.
- Managing and training junior staff and newcomers. Handling customer inquiries and resolving issues.
- Participating in marketing and business development activities. Monitoring and managing the bank's assets and liabilities.
- Handling account and safe deposit box openings and inquiries.
- Conducting daily and monthly checks on branch assets.
- Analyzing and creating STRs based on customers' profiles.
- Attending internal training programs to ensure awareness of and adherence to relevant regulations and policies.
- Conducting monthly reviews of all account openings, remittances, and cash holdings.
- Collaborated with cross-functional teams to streamline support processes, resulting in improved response times and efficiency.
- Trained and mentored new staff members, fostering a knowledgeable team dedicated to delivering high-quality customer assistance.
- Be the SME when it comes with new system enhancement and product launch.
- Perform UAT and train end users for any new releases of system and product.
Senior Service Desk Analyst
ATOS (M) SDN BHD
07.2017 - 09.2019
- Provides support for basic incident resolution and requests reported to the division service desk.
- Responsibilities include initial assessment, triage, research, and resolution of basic incidents and requests related to the use of application software products and infrastructure components.
- Collects information through customer interactions, accesses support tools, and involves additional support staff (service resources) if necessary.
- Addresses and resolves basic incidents and requests, logs all incidents and requests, and escalates issues beyond the scope of their ability or responsibility to the appropriate service desk resources.
- Creates a positive customer support experience and fosters strong relationships by deeply understanding problems, ensuring timely resolution or escalation, promptly communicating progress, and maintaining a highly professional attitude.
- Analyzes and resolves incidents and requests involving application software or hardware. Logs and tracks incidents and requests from identification through resolution, following up with other support staff to ensure full resolution and proper communication with the customer.
- Documents resolutions and updates self-help resources and staff knowledge bases.
- Performs other duties as assigned.
Service Desk Analyst
ATOS (M) SDN BHD
11.2016 - 07.2017
- Receive and handle all customer calls in a professional and courteous manner, providing advice and support as needed.
- Follow procedures to ensure all calls are identified as either within or outside the contracted scope and logged accordingly in the Atos Origin Service Management Tool.
- Log all calls using the designated call handling and ticketing system, ensuring detailed and accurate information is entered.
- Take end-to-end responsibility for logged requests, monitoring work progress and service levels.
- Manage incidents, problems, and complaints (escalations) for in-scope services.
- Provide technical assistance to customers on the use of PCs, including both desktop hardware and software, in accordance with service level requirements.
Senior Officer
UNITED OVERSEAS BANK
10.2011 - 10.2015
- Excellent organizational and motivational skills, with a strong emphasis on building human relationships.
- Proven initiative and ability to work with minimal supervision. Strong time management, sense of responsibility, and urgency.
- Independent, cooperative, and a strong team player.
- Effective in communicating with team members and assisting in clearing call queues when understaffed, ensuring excellent service and maintaining 100% SLA.
- Skilled in investigating and resolving customer queries. Capable of explaining credit card and loan issues to customers in detail.
- Ensure all customer inquiries are logged in the CRM system. Knowledgeable about market and regulatory changes impacting the operating environment.
- Stay updated on the latest promotions and new developments.
Senior Service Banker
SCOPE INTERNATIONAL (M) SDN BHD
01.2010 - 06.2011
- Manage general customer escalations.
- Handle Singapore customer inquiries regarding credit cards, personal loans, and mortgages.
- Answer inbound calls and assisted managers with outbound calls
- Assigned to guide junior staff on systems and processes when they face difficulties.
- Handle follow-up cases assigned by juniors or managers. Clear team attendance and completed daily reports.
Education
Diploma - Risk Management
Putra Interlek International College
01.2009
Skills
Financial advice and solutions
undefinedAward
Atos - Accolade Award
Certification
MS Office
References
- M., Ganapathy, Head of Branch Operations Support at Affin Bank, +601 657 5889, Affin Bank
- Kala, Dharmalingam, Project Manager at Atos Malaysia, +6012 214 4221, Atos Malaysia
Timeline
Customer Support Officer
AFFIN BANK BERHAD
09.2019 - Current
Senior Service Desk Analyst
ATOS (M) SDN BHD
07.2017 - 09.2019
Service Desk Analyst
ATOS (M) SDN BHD
11.2016 - 07.2017
Senior Officer
UNITED OVERSEAS BANK
10.2011 - 10.2015
Senior Service Banker
SCOPE INTERNATIONAL (M) SDN BHD
01.2010 - 06.2011
Diploma - Risk Management
Putra Interlek International College