HARAVESHINY A/P BALAKRISHNAN
Member Services Specialist
Kuala Lumpur,Cheras
Summary
Knowledgeable and dedicated customer service professional with extensive experience in call-centre industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
2
2
years of professional experience
5
5
years of post-secondary education
3
3
Certifications
Work History
Member Services Specialist
Young Living Essential Oils
02.2024 - 7 2024
- Enhanced member satisfaction by addressing concerns promptly and providing professional assistance via live chat with minimum of 50 chats and outbound call.
- Managed timely and effective replacement of damaged or missing products.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Assisted in implementation of new membership programs, contributing to organizational growth and expansion.
- Promoted membership retention through proactive outreach and personalized followups.
- Created engaging content for member newsletters and email campaigns, boosting engagement rates significantly over time.
- Monitored feedback from members regularly, implementing improvements based on their suggestions and needs.
- Maintained up-to-date knowledge of product and service changes.
Customer Service Agent
Transcosmos Inc Corporation
10.2023 - 01.2024
- Helped large volume of customers every day in Shoppe project with positive attitude and focus on customer satisfaction.
- Responded to customer live chats to answer questions about products and services.
- Maintained a high level of professionalism when interacting with customers, ensuring positive experiences by utilizing comprehensive product knowledge while adhering to the SOP.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
Customer Service Representative
Astana Putra UPM Serdang
07.2022 - 07.2023
- Assisted customers in selecting cuisine and updating them on new menu items.
- Collaborated with kitchen department to ensure smooth restaurant operations.
- Gathered feedback from customers when collecting payments. Trained and supervised new employees, ensuring adherence to protocols.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Processed customer service orders promptly to increase customer satisfaction.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by up-selling products and services based on individual customer requirements.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
Education
Bachelor of Entrepreneurship - Business Management
Universiti Utara Malaysia
Sintok, Kedah, Malaysia 09.2018 - 07.2023
Skills
Computer Literacy
Microsoft Office
Data Analysis
Customer Satisfaction
Digital Marketing
Call center experience
Data entry proficiency
Complaint Handling
Up-selling strategies
Sales experience
Customer Service
MS Office
Problem-solving abilities
Multitasking
Calm and Professional Under Pressure
Excellent Communication
Active Listening
Attention to Detail
Customer Relationship Management (CRM)
Interpersonal Skills
Accomplishments
- Written clear SOP to assist members regarding Complaint in Product Handling.
- Created statistical data for a company regarding a case study.
- Created and published content on TikTok with 700K views.
- Been part of the Bureau of Special Tasks for Malaysia's Got Talent event in UUM where we helped 25 schools with disabilities children to get free sponsor hearing aids to lead a better life for their future.
- Volunteered for "Program Misi Banjir Peringkat Kebangsaan" to ease burdens of UUM students who got affected by floods.
Languages
English
Advanced
C1
Malay
Proficient
C2
Tamil
Upper intermediate
B2
Indonesian
Upper intermediate
B2
Mandarin
Elementary
A2
References
- Puan Nabila Marzuky, Operation Manager, Astana Group, +60127741990
- Aki Kok, Manager of Member Services and Experience Young Living Malaysia, mkok@youngliving.com
- Muhammad Azhar bin Shikh Hatim, Trainer of Shoppe Project (Transcosmos Malaysia), +60173652204
Software
Canva
Microsoft Excel
Microsoft Power Point
CRM
Certification
AI Appreciate
Timeline
AI Appreciate
06-2024
AI Aware
06-2024
Certification of AED & CPR Training
06-2024
Member Services Specialist
Young Living Essential Oils
02.2024 - 7 2024
Customer Service Agent
Transcosmos Inc Corporation
10.2023 - 01.2024
Customer Service Representative
Astana Putra UPM Serdang
07.2022 - 07.2023
Bachelor of Entrepreneurship - Business Management
Universiti Utara Malaysia
09.2018 - 07.2023
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Success is walking from failure to failure with no loss of enthusiasm.
Winston Churchill