Ghovan Subraniam
Sole Proprietor
Sitiawan
Work Preference
Summary
Highly accountable and reliable customer service professional with extensive experience in fast-paced call center environments. Proven expertise in technical troubleshooting and resolving a wide range of customer inquiries via phone, email, and live chat. I leverage strong multilingual communication skills (English, Bahasa Melayu, Tamil) and a dedicated work ethic to ensure high customer satisfaction and drive efficient, positive resolutions for every interaction. Furthermore, my business acumen, developed through managing operations and consulting with customers to assess needs, allows me to approach customer service with a results-oriented mindset focused on continuous improvement and team optimization
Overview
16
16
years of professional experience
3
3
Languages
Work History
Sole Proprietor
Choice Cafe
03.2020 - Current
- Studied market to determine optimal pricing of goods and capitalize on emerging opportunities.
- Consulted with customers to assess needs and propose optimal solutions.
- Entered income and expense details into business databases to track purchases and address variances.
- Optimized team training, hiring, and performance.
- Promoted business via social media to generate leads and maximize brand identity.
- Evaluated sales reports and financial statements to manage cash flow and develop techniques to improve business.
- Conducted performance evaluations and provided constructive feedback to employees.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
IT Helpdesk
Atos Malaysia - Morgan Stanley (US)
01.2018 - 01.2019
- Resolve inbound call to assist MORGAN STANLEY staff.
- Troubleshooting system and network problems.
- Diagnosing and solving hardware and software faults.
- Troubleshooting applications issue as MICROSOFT OFFICE, JAVA AND SQUIREL.
- Works in rotational shift and multiracial colleagues.
Customer Care Abay
Sudong Sdn. Bhd (SingTel - Singapore)
01.2017 - 01.2019
- Assist inbound singtel postpaid users.
- Resolved problems, improved operations and provided exceptional service.
- Provide Technical knowledge on Networking and Product issue.
- Handle MNP customer from port out.
- Handle live chat and email customers.
- Conduct training for new agents on product and software.
- Managed time efficiently in order to complete all tasks within deadlines.
- Worked well in a team setting, providing support and guidance.
Customer Service Agent
Aegis BPO Malaysia Sdn Bhd (celcom postpaid)
01.2015 - 01.2016
- Handle inbound and outbound calls.
- Provide Technical knowledge on Networking and Product issue.
- Handle MNP customer from port out.
- Resolve escalated cases from internal.
- Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
- Clearly communicated product features and benefits, helping customers make informed decisions about their purchases.
- Utilized strong problem-solving skills to quickly identify and address customer issues.
Customer Service Professional
Kelly Services (Malaysia) Sdn Bhd - Vads (celcom prepaid)
01.2014 - 01.2015
- Handle inbound and outbound calls.
- Provide Technical knowledge on Networking and Product issue.
- Handle MNP customer from port out.
- Resolve escalated cases from internal.
- Keep update on new products and deliver to customer with accurate knowledge.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Assisted customers by answering questions and responding to inquiries.
- Enhanced customer satisfaction by addressing and resolving complaints promptly and professionally.
- Facilitated customer retention by providing timely follow-ups on pending issues and ensuring satisfactory resolutions.
Admin, part-time teacher Chart class
Sri Sukses Tuition Centre
01.2010 - 01.2012
- Prepare notes, Handling photostat machines, editing and printing.
- Enhanced classroom engagement through the use of interactive teaching methods, such as group projects and hands-on activities.
- Managed classroom behavior effectively by establishing clear expectations, modeling appropriate conduct, and consistently enforcing established rules and consequences.
- Developed strong relationships with students, parents, and colleagues by maintaining open lines of communication and fostering a supportive learning environment.
- Prepared quizzes, tests and examinations to gauge how well students were learning.
Education
Bachelor of LLB HONS - CLP
Brickfields Asia College
01.2017
STPM - undefined
SMK.Methodist (ACS)
01.2012
SPM - undefined
SMK.Methodist (ACS) Sitiawan
01.2010
Skills
Digital management skills
References
- Jiva, Balan, Team Leader, +60 16-685 3811, Atos Malaysia
- Sandhiyan, Sai, Team Leader, +60 18-248 6355, Sudong Sdn. Bhd
Interests
Badminton, MSSD doubles champion (2010) DISTRICT, Body Building, Enrolled in many transformation programe
Accomplishments
- Resolved product issue through consumer testing.
- Collaborated with team of [Number] in the development of [Project name].
- Documented and resolved [Issue] which led to [Results].
- Supervised team of [Number] staff members.
- Achieved [Result] through effectively helping with [Task].
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Achieved [Result] by completing [Task] with accuracy and efficiency.
- Achieved [Result] by introducing [Software] for [Type] tasks.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Sole Proprietor
Choice Cafe
03.2020 - Current
IT Helpdesk
Atos Malaysia - Morgan Stanley (US)
01.2018 - 01.2019
Customer Care Abay
Sudong Sdn. Bhd (SingTel - Singapore)
01.2017 - 01.2019
Customer Service Agent
Aegis BPO Malaysia Sdn Bhd (celcom postpaid)
01.2015 - 01.2016
Customer Service Professional
Kelly Services (Malaysia) Sdn Bhd - Vads (celcom prepaid)
01.2014 - 01.2015
Admin, part-time teacher Chart class
Sri Sukses Tuition Centre
01.2010 - 01.2012
STPM - undefined
SMK.Methodist (ACS)
SPM - undefined
SMK.Methodist (ACS) Sitiawan
Bachelor of LLB HONS - CLP
Brickfields Asia College