GOPI ANANTHAKRISHNAN
CUSTOMER SERVICE REPRESENTATIVE
SINGAPORE
Summary
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
16
16
years of professional experience
Work History
CUSTOMER SERVICE REPRESENTATIVE
ADECCO PERSONNEL PTD LTD (SINGPOST)
08.2024 - Current
- 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.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Exceeded performance metrics consistently, earning recognition as a one of the top performer within the team.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Developed feedback system for customers to share their service experience, leading to actionable improvements.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
NIGHT ADMINSTRATIVE SUPERVISOR CUM CONTROLLER
TREEDOTS ENTERPRISE
01.2024 - 06.2024
- LEAD THE NIGHT WAREHOUSE TEAM ON PREPARING 1ST WAVE DELIVERY (PICKING AND SORTING) ACCORDING TO THE ZONES
- REDUCING FOR OOS ITEM BY DOING REPLACEMENT WITH SIMILAR ITEMS
- MANPOWER PLANING IF THERE IS ANY ABSENTS
- DRIVERS PLANING FOR ROUTES, BULK AND 24FT ACCORDING ON THE DAILY SCHEDULE AND BUSINESS PLANS
- MONITORING ON EACH DRIVERS DELIVERIES ON SPECIAL TIMING (VIP) AND NORMAL TIMING DELIVERIES TO BE COMPLETED ON TIMELY MANNER
- REPORTING ON THE ISSUES AND CHANGES ON DAILY BASIS
MERCHANT RELATION OFFICER & SHIFT LEAD - SG PROCESS
MyTEKSI (M) SDN BHD (GRAB)
01.2021 - 01.2024
- PERFORMING BOTH CALLS (INBOUND AND OUTBOUND) AND DIGITAL (LIVECHAT AND EMAILS) WITH CONSUMERS, RIDERS AND MERCHANTS
- PROVIDING THE RELATED TO THEIR QUERIES
- DOING THE INVESTIGATION PROCESS BEFORE THE PROVIDING THE REFUND (MINIMUM 50 TICKETS PER DAY)
- LEAD THE TEAM DURING ABSENTS OF LEADS
- ESCALATION AND FOLLOW UP ON CASE TO CASE BASIS
- GAINED KNOWLEDGE IN MERCHANT TEAM IN TERMS OF MANAGING THEIR ACCOUNTS AND PROVIDING THE NEEDED RESOLUTION VIA CALL, EMAIL & LIVE CHAT
- END OF CONTRACT
TEAM LEADER
IGT SOLUTION AND TECHNOLOGY (TRAVELOKA)
10.2019 - 01.2021
- LEAD THE BACKEND TEAM IN SEVERAL QUEUES SUCH AS, MANUAL ISSUANCE, RESCHEDULING, REFUND AND ESCALATION CASES FROM CUSTOMER SERVICE (TIER 1)
- MANPOWER PLANING, SCHEDULING, MAINTAIN THE SLA TO HIT THE KPI TARGET, WEEKLY AND MONTHLY PERFORMANCE REPORTS AND REVIEW WITH OTHER MEMBERS
- PROVIDING THE COACHING AND SPECIAL ATTENTION FOR LEAST PERFOMANCE
- MAINTAIN THE TEAMWORK AND THE RELATIONSHIP BOND AMONG TEAM MEMBERS
- MAINTAIN THE BACKLOGS BELOW THE TARGET
- FOLLOW UP CLOSELY WITH AGENTS ON THE PENDING TICKETS
- PERFORMING DAILY HUDLE SECTIONS, BRIEFING THE TEAM ON DAILY AND NEW UPDATES
- HAVING WEEKLY MEETING AMONG THE AGENTS TO ADDRESS THEIR CONCERNS
- MONTHLY MEETINGS WITH OPERATIONS AND CLIENTS ON TEAM PERFORMANCE
- RETRENCHMENT DUE TO COVID 19
CUSTOMER SERVICE EXECUTIVE
REDONE CONTACT CENTRE
09.2018 - 10.2019
- PERFORMING BOTH INBOUND AND OUTBOUND, LIVECHAT AND EMAILS TO CUSTOMERS
- PROVIDING THE NEEDED INFORMATIONS TO CUSTOMER RELATED TO NEW LAUNCHING DEVICE, PRODUCTS, BILLS, REWARDS, PROMOTIONS, ASSISTING IN MANAGER CALLBACKS
- LEAD THE TEAM DURING ABSENTS OF LEADS
CUSTOMER SERVICE PROFESSIONAL
VADS (TMUC) TMCC, PFCC
01.2017 - 09.2018
- Company Overview: (TM UNIFI)
- PERFORMING OUTBOUND CALLS TO GET THE ACCURATE CUSTOMER DETAILS FOR INSTALLING
- ASSISTING IN MANAGER CALLBACKS
- FOLLOW UP IN PENDING INSTALLATIONS
- (TM UNIFI)
CUSTOMER SERVICE OFFICER (SINGTEL)
SUDONG SDN BHD
01.2014 - 12.2016
- ANSWERING INBOUND CALLS, PROVIDE CUSTOMER THE INFORMATION NEEDED REGARDING PRODUCTS, BILLS, PROMOTION, REWARDS, NEW DEVICE LAUNCHING AND ASSISTING IN MANAGER CALLBACKS
TRADING MANAGER (DEPT HEAD)
TESCO STORES (M) SDN BHD
01.2013 - 01.2014
SECTION MANAGER (DIV HEAD)
TESCO STORES (M) SDN BHD
01.2009 - 01.2013
- LEAD THE TEAM BY MANPOWER PLANING PARTICULAR DURING FESTIVE SEASON, SCHEDULING, MAINTAIN THE STOCK LEVEL, WASTE AND LOSS MAINLY DURING PROMOTIONS
- MAINTAIN THE CUSTOMER SERVICE AND PROVIDE THE BEST EXPERIENCE AND SATISFACTION FOR SHOPPING
Education
High School Diploma -
SMK LA SALLE
Klang, Selangor, Malaysia 04.2001 -
Skills
Customer service
Problem resolution
Decision-making
Computer proficiency
Complaint handling
Task prioritization
Customer relationship management (CRM)
Problem-solving
Active listening
Product knowledge
Time management
Adaptability and flexibility
Accomplishments
- STOCK LOSS RESULT REDUCED FROM 1.74% TO 0.52% FOR ENTIRE DEPARTMENT IN TESCO AS MANAGER ROLE DURING MY TIME PERIOD.
- REDUCE THE BACKLOGS OF MANAGER CALLBACK AND PRE ORDER FOR IPHONE 6 AND IPHONE 6 PLUS IN SINGTEL
- HIGHEST COMPLIMENTS OF THE MONTH. TOTAL OF 13 COMPLIMENTS IN SINGTEL
- PROCESSING HUNDREDS OF ORDERS IN DAILY BASIS BY MAKING CALLS TO CUSTOMERS.
- REDUCE FLIGHT CANCELATIONS BACKLOGS IN MARCH 2020, FROM 7000+ OF CASES TO LESS THAN 900 CASES WITHIN LESS THAN 3 WEEKS DUE TO PANDEMIC WITH ONLY 12 AGENTS
- REDUCE BACKLOGS OF PASSENGER'S QUERIES ESCALATED FROM CS TEAM (TIER 1) FROM NEARLY 1000+ CASES TO 135 CASES WITHIN LESS THAN 2 WEEKS DUE TO PANDEMIC WITH ONLY 12 AGENTS
- RECOGNISED BY CLIENT FOR THE EFFORTS IN REDUCING BACKLOGS AND NAMED AS TEAM LEADER
- RECOGNISED AND AWARDED AS HARDWORKING AND EXTRAMILER OF THE QUARTER BY HR AND HIGH MANAGEMENT OF THE COMPANY
- RECOGNISED AND AWARDED FOR BEST ATTENDANCE, BEST COMPLIMENT, TOP 5 CSAT AND BEST AGENT IN MERCHANT TEAM FOR PAST 3 QUARTERS.
- RECOGNISED FOR AND AWARDED FOR OUTSTANDING PERFORMER FOR PAST 3 QUARTERS.
- RECOGNISED BY QA TEAM, HIGHER OPERATION MANAGEMENT AND MERCHANT SUPPORT (BACKEND) TEAM FROM SINGAPORE FOR GOING EXTRAMILE IN PROVIDING RESOLUTION FOR THE MERCHANTS BY DOING SERVICE RECOVERY CALLBACK & MANAGER CALLBACK.
- RECOGNISED AS SUBJECT MATTER EXPERT (SME) FOR MERCHANT TEAM IN REGARDS TO ASSIST ALL AGENTS (VOICE, DIGITAL & LIVE CHAT) BY THE TEAM MANAGERS AND OPERATION MANAGER OF MERCHANT TEAM.
Responsibilities And Capabilities
MANPOWER PLANNING, STAFF TRAINING AND DEVELOPMENT – TALENT SPOT AND DEVELOP THE SKILLS AND KNOWLEDGE FOR THEIR FUTURE GROWTH PLAN, MANAGING ATTENDANCE – CHECK DAILY ATTENDANCE LIST AND ABSENTIESSM, SCHEDULING – PLAN AND MANAGE RIGHT WAY OF SCHEDULING STAFF OF THEIR DAILY SHIFT AND BREAKS, AS WELL AS MONITORING THEIR AUX/ONMI CHANNELS TO GAIN OPTIMUM RESULT., PROVIDING COACHING AND REFRESHER TRAINING TIME TO TIME, TO KEEP EVERYONE UPDATED ON THE LATEST UPDATES IN TERMS OF PROCESS FLOW AND SOP., ENSURE THE QUALITY AND FRESHNESS OF PRODUCT, ENSURE STOCK AVAILABILITY AND PRICE, PROVIDING THE BEST CUSTOMER SERVICE, IMPROVE THE HYGIENE AND DISPLAY STANDARDS, ENSURE CUSTOMER SATISFY WITH THE SOLUTION PROVIDED, MAKE SURE CUSTOMER SATISFY WITH THE SERVICE, RECOMMEND NEW LAUNCHING PRODUCTS TO CUSTOMER, KEEP ON UPDATING CUSTOMER ON THE CURRENT UPDATES, PROVIDING THE SOLUTION FOR FLIGHT RESCHEDULING AND REFUND PROCESS, MAKE SURE TICKETS OF NEW BOOKING AND FLIGHT RESCHEDULE ISSUED CORRECTLY ON TIME WITHOUT FAILED, MAKING CUSTOMERS COMFORTABLE AND MAINTAIN THE GOOD RELATION WITH THE PRODUCT, TO ACHIEVE THE SALES TARGET WITHIN THE TIME PERIOD GIVEN, WAR ON WASTE – TO CONTROL AND ACHIEVE WASTE AND STOCK LOSS TARGET, CONTROLLING ON CONSUMABLE USAGE, MANAGING STOCK CONTROL PROCESS – 3 STEPS PROCESS ( BEFORE, DURING, AND AFTER ) TO ENSURE A GOOD COUNT IS AUCTIONED, REFUND PROCESS TO BE FOLLOWED AS PER SOP PROVIDED FOR ALL CANCELLATIONS. ESPECIALLY BEFORE AND DURING PANDEMIC, FLIGHT TICKETS SHOULD BE ISSUED WITHOUT ANY DIFFERENCE WITH THE PAYMENT MADE BY CUSTOMER, COMMUNICATIONS WITH CLIENTS FREQUENTLY ON MONITORING AND MANAGING THE DISCREPANCIES IF APPLICABLE., QUALITY AND QUANTITY CHECKING DURING RECEIVING, COLD CHAIN PROCESS TO FOLLOW TO MAINTAIN GOOD QUALITY, BACKROOM MANAGEMENT IN & OUTBOUND ( AMBIENT, CHILLER AND FREEZER ), DATE CODING AND FIFO PROCESS DURING CONDENSING PROCESS, MAINTAINING TEMPERATURE ON WORKING WITHIN GUIDELINE, MANAGING HYGIENE AND DISPLAY STANDARD, REPLENISHMENT PROCESS, SCHEMATIC CHECK WEEKLY, POSM STANDARD – PRICING AND PRICE BOARD, TO ENSURE HAVE ENOUGH MANPOWER AT WEIGHING COUNTER AND SERVE CUSTOMER TO REDUCE THE LONG QUEUE, TO REVIEW THE DAILY REPORT, SCHEDULED TO TAKE CARE OF THE STORE AS DUTY MANAGER, MAINTAIN THE RATIO OF SUPERVISOR OR MANAGER CALLBACK, DIRECT REPORT TO ASSISTANT OPERATION MANAGER, HANDLE TEAM CONCERNS DURING THE ABSENTS OF TEAM LEADER OR MANAGER., MAINTAIN ON ADHERENCE & SHIFT TRACK, ASSIGN DAILY ROUTINE ACCORDING TO SCHEDULED MANPOWER, SYSTEM HANDLING FOR GDS (SABRE & GALILEO), NONGDS (B2B TOOLS) & SALESFORCE (TICKETING TOOL)., HANDLING OF ZENDESK, PHOENIX AND ZEUS SYSTEM., MAINTAIN TICKET ISSUANCE IN GDS AND NONGDS SYSTEM WITHOUT ANY ERRORS, BRIEFING THE TEAM ON SYSTEM UPDATES, ENSURE NO BACKLOGS IN ANY PROCESS, COMMUNICATIONS WITH CLIENTS FREQUENTLY FOR BETTER WORK FLOW, HANDLING IN GIVEN DAILY AND MONTHLY SL TARGET, AGENTS MEETING TWICE PER WEEK FOR BETTER WORKING ENVIRONMENT, MEETING BETWEEN LEADS AND MANAGEMENT TWICE A WEEK FOR ROOM OF IMPROVEMENT IN PROCESS, SOP AND NEW UPDATES
Personal Information
- Age: 33
- Ethnicity: INDIAN
- Date of Birth: 12/28/91
- Gender: MALE
- Nationality: MALAYSIAN
- Marital Status: MARRIED
- Religion: HINDU
Timeline
CUSTOMER SERVICE REPRESENTATIVE
ADECCO PERSONNEL PTD LTD (SINGPOST)
08.2024 - Current
NIGHT ADMINSTRATIVE SUPERVISOR CUM CONTROLLER
TREEDOTS ENTERPRISE
01.2024 - 06.2024
MERCHANT RELATION OFFICER & SHIFT LEAD - SG PROCESS
MyTEKSI (M) SDN BHD (GRAB)
01.2021 - 01.2024
TEAM LEADER
IGT SOLUTION AND TECHNOLOGY (TRAVELOKA)
10.2019 - 01.2021
CUSTOMER SERVICE EXECUTIVE
REDONE CONTACT CENTRE
09.2018 - 10.2019
CUSTOMER SERVICE PROFESSIONAL
VADS (TMUC) TMCC, PFCC
01.2017 - 09.2018
CUSTOMER SERVICE OFFICER (SINGTEL)
SUDONG SDN BHD
01.2014 - 12.2016
TRADING MANAGER (DEPT HEAD)
TESCO STORES (M) SDN BHD
01.2013 - 01.2014
SECTION MANAGER (DIV HEAD)
TESCO STORES (M) SDN BHD
01.2009 - 01.2013
High School Diploma -
SMK LA SALLE
04.2001 -
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