Gomathy Manian

Specialize in High-Priority Case Management. Prioritize and manage high-priority cases that require urgent attention, ensuring timely resolution and customer/seller satisfaction.

Handle Manager/Senior Management Callbacks : Respond to escalated customer queries and complaints received from senior management/stakeholders/CEO or other departments.

Collaborate with cross-functional teams to resolve customer issues and provide seamless support across different departments.

identify root causes of issues and implement appropriate solutions.

• Provide customer support (24/7) through voice, Live Chat, and emails for Grab Singapore consumers and drivers
• Has 4 years experience in dealing with potential life and death calls which directly involved with live emergency calls taking vital information to help arrange the most appropriate care and support
• Work hand in hand along with internal sources (investigation, insurance, merchant support, payment ops teams) and external sources (Singapore Police Force, Land Transport Authority (LTA), Singapore Food Agency (SFA) Ministry of Health Singapore and other relevant authorities)
• Draft and execute the new Standard Operating Procedures related to urgent priority cases
• Revise the existing SOP from time to time
• Creating email templates and checklist to reduce errant
• Conduct training for newbies on case handling and critical thinking
• Handled Insurance and Medical claims for drivers and consumers
• Handled Covid-19 and quarantine order related cases
• Handled escalation cases includes performing Manager callbacks.

• Handed Grab food consumers and Merchant dispute cases
• Handled Grab food safety related cases
• Handled Merchant payment and on boarding related cases
• Perform escalations to various departments including tech team, payment ops and Merchant ops
• Maintained consumer satisfaction with forward thinking strategies focused on addressing consumer needs and resolving concerns.

• Handle the customers email enquiries regarding the products and services professionally
• Ensure diligent follow up and fulfill promises made to customers
• Establish and maintain good relationships with customers, build better customer experience
• Perform adhoc duty as and when required by superior
• Adhere strictly to the contact center standards and guidelines
• Performance based on KPI given targets
• Provide excellent support by responding to customers/fans comments and post received on Social Media Sites and Blogs of Organization
• Quickly identify and escalate user reported issues to different Operational Team in Organization
• Demonstrate innovation and intuition in identifying areas requiring operational adaptation and/or improvements.

• Specialize in providing highest quality Customer Contact Management Services to Citibank Berhad
• To deliver excellent service through Citibank difference via phone interactions with existing customers by providing customer servicing / transaction capability and to prospects by generating interests and generates leads
• To identify cross sales opportunities with existing customers with an objective of deepening customer relationships
• Responsible for building the business and deepening customer relationships through executive of effective telephone banking process
• Accountable for meeting individual Standard of Performance (SOP) and Department goals and standards
• To provide customerʼs feedback to Citiphone Service Manager / Service Supervisor to assist in decision making and enhancing the Bankʼs image
• To comply with Citibankʼs policies and available procedures / guidelines to ensure safety and security of the Bank and customerʼs assets are maintained.

• Fulfillment Executive
• Handle customer & inquiries via the following channel; Faxes ; Company Email ; SMS
• Escalated cases by inbound agents
• To assist customer to investigate their case and to reply them via various channel
• Monitor staffs performance
• To generate reports/data
• Analyses the reports/data
• Work closely with managers to solve problems and come up with solutions
• Conduct training for new comers
• Keep track on training information
• Analyses suitable training for the staffs
• Setting relevant systems for staff (hardware/software)
• Prepared related documents
• Manage the team
• Preparing schedule for shift duty
• Prepare Daily and Monthly reports which are to be presented to Higher Management.