SaaS
JANANARTHINI REGUNATHAN
Client Coordinator
Bayan Lepas,07
Summary
Highly motivated law graduate with strong background in Intellectual Property (IP) and Customer Service. Proven ability to analyze and protect IP rights, ensuring compliance with relevant laws and regulations. Committed to delivering exceptional results by combining legal knowledge with a deep understanding of emerging industries. Seeking an opportunity to apply a diverse skill set and make a valuable contribution to a dynamic organization within the legal or technology industry.
Overview
4
4
years of professional experience
4
4
years of post-secondary education
3
3
Languages
Work History
Client Coordinator (Independent Contractor)
SGK INC (Matthews International Malaysia Sdn Bhd)
10.2024 - Current
- Act as the single point of contact for the Design House, Print Production Manager and Artwork Planners, and to provide timely responses to all inquiries
- Responsible for project management
- Manage client accounts and maintain good rapport with clients
- Effectively coordinates client-specific projects throughout the lifecycle, including estimate creation, selection of appropriate projects and sub-projects, assignment of resources, monitoring project progress, and generation of the client/project invoice
- Translates client requests and requirements into detailed, and sometimes technical, instructions for project teams
- Manage the quality of the product and ensure on-time delivery
- Handle the preparation of documented work orders
- Ensures accurate and timely invoices are generated by maintaining correct project details and supporting evidence, including change orders and rework, throughout the project lifecycle
- Initiates new data item requests utilizing the Master Data Management (MDM) process and guidelines to ensure accurate client, project, and financial details are available in the system
- Manage scheduling of work from client across functions
- Work with cross-functional groups in support of fulfilling customers' unique requests
- Attends client meetings as needed; familiar with processes, capacity, timelines, etc
- Ensures high quality standards in all client deliverables
- Partners with the client, Client Growth, and project teams to resolve identified project issues
- May partner with Client Integration and Client Growth to ensure a smooth transition for new clients; attend pre-integration and planning meetings as needed
- Continuously identify and implement improvements in process efficiency and effectiveness
Customer Service Officer
Allocated Bullion Exchange (Kinesis Money)
12.2022 - 08.2023
- Provide timely support to clients via CRM applications such as Zendesk, SalesForce, Confluence
- Act as a key member of the international, multilingual Customer Success team, driving customer acquisition by converting warm sales leads into active clients
- Providing exceptional customer service by addressing inquiries, resolving issues, and ensuring a smooth onboarding process
- Guiding customers through the KYC (Know Your Customer) verification process and assisting with application support
- Promoting the value of the company's offerings to individual and business clients
- Maintaining detailed records of outgoing and incoming chats and emails, as well as follow-up information and outcomes
Customer Service Advisor
CLARIVATE
03.2021 - 12.2022
- Provide professional, efficient, high quality service to a portfolio of (key) renewals customers on a day-to-day basis
- Collaborate with all areas of the business where/when necessary to meet customer expectations by ensuring adherence to the agreed or required service levels
- Ensure compliance with department and legal procedures and take immediate and appropriate action when risks arise
- Develop customer expert knowledge and familiarity of Clarivate’s IP services and software products
- Guarantee customers receive a professional, efficient and courteous response to queries
- Develop a successful working relationship between Clarivate’s local and global teams
- Managed approximately 30 incoming calls and emails per day from customers. Occasionally be responsible for managing projects as assigned for existing customers
- Assist team members with additional workloads as deemed necessary by business/customer needs
- Embrace initiatives to reduce manual exceptions/work around to facilitate a more seamless partnership with customers
- Understand and adhere to ISO 9001 processes at all times
- Ensure that customer profiles are kept up to date in order to provide the relevant areas of the business with current information
- Ensure Patent Rights are protected up to date as per the renewals made as per the agreement
- Portfolio of Key clients includes but not limited to US Law firms (eg: Knobbe Martens, Foley & Lardner LLP, Kilpatrick Townsend etc.) and Corporate (eg: Apple, Pfizer, Astrazeneca etc.)
- Training and shadowing for the new hires within the team
- Prepare monthly Newsletter (published on Global Platform) on colleagues engagement, team achievements and team building events
Education
Bachelor's - Law
University of London
04.2015 - 12.2018
Skills
- Strong Interpersonal Communication
- Stakeholder Relationship Management
- Analytical Problem-Solving
- Collaborative Teamwork
- Adaptability and flexibility
Software
SAP
CRM
Timeline
Client Coordinator (Independent Contractor)
SGK INC (Matthews International Malaysia Sdn Bhd)
10.2024 - Current
Customer Service Officer
Allocated Bullion Exchange (Kinesis Money)
12.2022 - 08.2023
Customer Service Advisor
CLARIVATE
03.2021 - 12.2022
Bachelor's - Law
University of London
04.2015 - 12.2018
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