Harvinder Kaur
Customer Care Advisor
Summary
Accomplished team leader and seasoned senior customer sales & service professional with over 20 years of experience in customer service, aviation, and call center operations. Demonstrated success in providing exceptional support, resolving intricate issues, and leading high-performing teams. Proficient in customer relationship management, technical support, and frontline supervision. Dedicated to driving operational excellence and enhancing customer satisfaction globally. Extensive experience in customer service, poised to excel in customer-centric roles by resolving issues promptly, ensuring satisfaction, and upholding high standards. Emphasis on teamwork, adaptability, and delivering results with a reliable and flexible approach. Strong communication and problem-solving abilities. Proficient in managing inquiries effectively, utilizing interpersonal skills to foster rapport and guarantee customer contentment. Expertise in conflict resolution and thriving in dynamic environments.
Overview
29
29
years of professional experience
3
3
Languages
Work History
Customer Care Advisor – Account Support
Clarivate (M) Sdn. Bhd.
07.2022 - 06.2025
- Managed customer queries via phone, email, and chat, using CRM tools.
- Resolved billing, account, and access issues within company SLAs.
- Maintained accurate case documentation for reporting and QA purposes.
- Delivered empathetic, solution-driven customer service to promote loyalty.
- Developed strong rapport with customers, fostering loyalty and repeat business.
- Streamlined communication for improved efficiency, leading to higher customer retention rates.
- Assisted customers with product knowledge, facilitating informed purchasing decisions.
- Worked closely with other departments to resolve complex issues quickly and effectively.
Product Support Representative – EndNote
Clarivate (M) Sdn. Bhd.
08.2020 - 06.2022
- Provided global technical support for EndNote software.
- Troubleshot and resolved issues, or escalated complex cases.
- Oversaw shift schedules and leave planning to ensure team efficiency.
- Served as a liaison between customers and development teams to ensure timely implementation of bug fixes or feature enhancements.
- Streamlined support processes by creating comprehensive documentation of common issues and resolutions.
Team Leader
Teleperformance
11.2019 - 06.2020
- Supervised customer service teams and monitored daily performance.
- Delivered feedback and coaching to enhance service quality.
- Worked with QA and operations to improve call centre practices.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
Customer Services Supervisor
POS Aviation (Malaysia Airlines)
07.2012 - 10.2019
- Managed airline ground operations at check-in and boarding gates.
- Resolved service disruptions and coordinated with airline personnel.
- Led staff appraisals, scheduling, and compliance with aviation protocols.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
Senior Customer Service Agent – Ticketing & Sales
Emirates Airlines
06.2008 - 01.2012
- Handled flight bookings, upgrades, and loyalty services at ticketing counters.
- Served as Acting Supervisor during team lead absences.
- Provided support on airline systems, fare rules, and policy inquiries.
- Regularly exceeded performance goals by prioritizing tasks, managing time effectively, and remaining focused on delivering exceptional customer experiences.
- Maintained detailed records of customer interactions using CRM software, enabling efficient follow-up actions when needed.
Customer Service Agent – Skywards & Reservations
Emirates Airlines
09.2000 - 05.2008
- Assisted loyalty members and general customers with booking and redemption.
- Conducted Skywards system training and quality control.
- Supported staffing coordination across multiple shifts and regions.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
Senior Recruitment Assistant
Emirates Airlines
02.2000 - 08.2000
- Managed end-to-end recruitment for cabin crew and staff roles.
- Coordinated medical, visa, and travel arrangements for new hires.
- Provided candidate pipeline updates to recruitment managers.
- Increased efficiency of recruitment operations by maintaining an organized database of candidates, interview notes, and job postings.
- Followed up with notable applicants sourced via industry-specific pipelines, events, and job fairs.
Cabin Crew
Emirates Airlines
08.1996 - 01.2000
- Delivered in-flight service, safety procedures, and multilingual announcements.
- Adapted to international passenger needs across global destinations.
- Maintained highest standards of safety and customer care.
- Improved teamwork among crew members by actively participating in debriefings and sharing constructive feedback after each flight.
- Followed company regulations and rules to promote safe environment for travelers and employees.
Education
Diploma - Private Secretarial
RIMA College
Penang, Malaysia12-1996
Secondary Education (SPM) -
SMK Raja Tun Uda
Penang, Malaysia 01.1990 - 1994.01
Primary Education (UPSR) -
SRK Convent Bukit Mertajam
Bukit Mertajam, Penang, Malaysia 01.1983 - 1989.01
Skills
Call center experience
References
Melanie Martins Bayer
Emirates Airlines - Manager
+97150-4245236
Selene Phang
POS Aviation Executive
Penang International Airport
+6012-4217728
Timeline
Customer Care Advisor – Account Support
Clarivate (M) Sdn. Bhd.
07.2022 - 06.2025
Product Support Representative – EndNote
Clarivate (M) Sdn. Bhd.
08.2020 - 06.2022
Team Leader
Teleperformance
11.2019 - 06.2020
Customer Services Supervisor
POS Aviation (Malaysia Airlines)
07.2012 - 10.2019
Senior Customer Service Agent – Ticketing & Sales
Emirates Airlines
06.2008 - 01.2012
Customer Service Agent – Skywards & Reservations
Emirates Airlines
09.2000 - 05.2008
Senior Recruitment Assistant
Emirates Airlines
02.2000 - 08.2000
Cabin Crew
Emirates Airlines
08.1996 - 01.2000
Secondary Education (SPM) -
SMK Raja Tun Uda
01.1990 - 1994.01
Primary Education (UPSR) -
SRK Convent Bukit Mertajam
01.1983 - 1989.01
Diploma - Private Secretarial
RIMA College
Similar Profiles
Poobalan ShamugamPoobalan Shamugam
Digital Sales Account Manager at Clarivate (Malaysia) Sdn BhdDigital Sales Account Manager at Clarivate (Malaysia) Sdn Bhd
Shivakant RajputShivakant Rajput
Computer Operator at MComputer Operator at M
Vanilla FrimpomaaVanilla Frimpomaa
Care Worker at MCare Worker at M
Jocelyn SpillmanJocelyn Spillman
Customer Care Advisor, Billing/Technical Support Representative at Transcom Worldwide Work from Home(Contract)Customer Care Advisor, Billing/Technical Support Representative at Transcom Worldwide Work from Home(Contract)
Jocelyn SpillmanJocelyn Spillman
Customer Care Advisor, Billing/Technical Support Representative at Transcom Worldwide Work from Home(Contract)Customer Care Advisor, Billing/Technical Support Representative at Transcom Worldwide Work from Home(Contract)