Ghaurvawathy Manickam
Customer Service Representative
Usj, Subang Jaya
Summary
A dynamic leader with a demonstrated history at Conduent Business Services, excelling in customer service management and complex problem-solving. I have successfully spearheaded initiatives to enhance team productivity and resolve intricate customer issues, fostering a culture of excellence and collaboration. Proficient in staff development and motivational leadership, I consistently achieve and exceed established objectives.
As a dedicated Shift Leader, I am adept at reviewing team tasks to ensure high-quality outcomes am an engaging guide, committed to maximizing team productivity and recognized for my diligence, attention to detail, and successful goal achievement. I possess strong capabilities in leading teams effectively, maintaining a positive work environment, and demonstrating a comprehensive understanding of operational procedures. I am dedicated to driving team success and ensuring elevated levels of productivity.
Overview
8
8
years of professional experience
4
4
Certifications
Work History
Shift Leader
Conduent Business Services
05.2021 - Current
- Handled inbound calls and emails efficiently.
- Addressed customer complaints and issues by providing thoughtful solutions to ensure customer satisfaction.
- Assisted the supervisor with various tasks, including supporting the manager in managing the backlog, verifying email approvals, addressing cases highlighted by clients, investigating complaint cases, summarizing case handling, and escalating CAC cases as necessary.
- Provided guidance to the team on standard processes and facilitated knowledge-sharing.
- Mentored employees on essential criteria, enhancing team productivity through the creation of a newsletter distributed among team members.
- Resolved conflicts between team members in a professional manner, thereby preserving strong working relationships.
- Facilitated the onboarding of new employees through a buddy system and delegated daily tasks and responsibilities effectively.
- Maintained regular communication with the supervisor regarding goals and progress.
- Collaborated with the supervisor and other shift leaders to uphold consistent standards across all shifts, thereby promoting a cohesive workplace culture.
- Enforced company policies and regulations among employees.
- Served as a reliable contact point for upper management when necessary, effectively communicating any operational issues or successes.
Telesales Representative
Maxis Communication Berhad
03.2020 - 05.2021
- Expanded the client base through proactive prospecting and the establishment of strong relationships with potential customers.
- Responded to inbound telephone inquiries from interested clients, effectively discussing and promoting offerings.
- Assisted team members in achieving collective objectives, fostering a collaborative work environment.
- Identified prospective clients, processed orders, addressed inquiries from prospects, and updated customer databases.
- Enhanced productivity levels by setting personal goals for daily calls made and successfully closing deals.
- Utilized friendly and persuasive strategies to overcome objections.
- Maintained detailed records of customer interactions, ensuring accurate data tracking for future reference. Improved product knowledge through regular training sessions and continuous updates on industry trends.
- Strengthened brand reputation by delivering exceptional service during each client interaction.
Project Coordinator, Shift Leader
Suriatel Telecommunication Technology Sdn.Bhd
10.2018 - 12.2019
- Ensured the timely progression of projects by effectively managing deadlines and optimizing workflows.
- Created comprehensive project plans detailing the scope, timelines, deliverables, and key milestones.
- Oversaw multiple projects from initiation to completion by identifying priorities and delegating tasks efficiently.
- Maintained meticulous documentation for all projects, which facilitated efficient auditing processes and served as a reference for future initiatives.
- Collaborated with team leaders and management to develop and enhance Standard Operating Procedures.
- Coordinated with inventory management to schedule deliveries and optimize on-hand inventory levels.
- Prepared weekly executive reports for management concerning performance metrics and risk assessments, analyzing the impact of forecasts on manufacturing performance, such as order fulfillment, across various functions.
- Developed and upheld compliance with customer expectations to ensure quality service delivery.
- Worked effectively and proactively with installers to maintain a balanced workflow and actively addressed demand gaps within specified timelines.
- Assisted Maxis installers by providing technical support to resolve internet connectivity issues.
- Managed interactions between customers and Maxis installers for fiber installation projects.
- Assigned Maxis installers to sites based on their specific areas of expertise.
Customer Service Representative
Astro Measat Broadcasting Centre
02.2017 - 08.2017
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Education
Associate of Science - Medical Laboratory Science
Ramsay Sime Darby Health College
Shah Alam, Selangor, Malaysia 04.2001 -
High School Diploma -
Ramsay Sime Darby Health College
Shah Alam, Selangor, Malaysia 04.2012 - 04.2015
Skills
Problem-solving
Equipment troubleshooting
Customer service management
Team leadership
Positive attitude
Operations support
Flexible schedule
Motivational leadership
Assigning work
Team collaboration and leadership
Policy and procedure enforcement
Certification
Polishing your skills for excellent Customer Service
Timeline
Polishing your skills for excellent Customer Service
08-2022
Shift Leader
Conduent Business Services
05.2021 - Current
Telesales Representative
Maxis Communication Berhad
03.2020 - 05.2021
Project Coordinator, Shift Leader
Suriatel Telecommunication Technology Sdn.Bhd
10.2018 - 12.2019
Customer Service Representative
Astro Measat Broadcasting Centre
02.2017 - 08.2017
High School Diploma -
Ramsay Sime Darby Health College
04.2012 - 04.2015
Associate of Science - Medical Laboratory Science
Ramsay Sime Darby Health College
04.2001 -
Similar Profiles
Leah SneedLeah Sneed
Technical Support Representative at Conduent Business ServicesTechnical Support Representative at Conduent Business Services
LaShay PinckneyLaShay Pinckney
Enrollment Specialist II at Conduent Business ServicesEnrollment Specialist II at Conduent Business Services
Akshay Ramachandra BhatAkshay Ramachandra Bhat
Accounting Service Associate at CONDUENT BUSINESS SERVICES INDIA LLPAccounting Service Associate at CONDUENT BUSINESS SERVICES INDIA LLP