Hi, I’m
Jay Bhavani
Administration
29 -1-1 JALAN 7/18D TAMAN MASTIARA BATU 5 1/2 OFF JALAN IPOH,Kuala Lumpur
Summary
I am a skilled and experienced professional with a diploma in Human Resources Management. During my college years, I actively engaged in various projects, showcasing my ability to lead and organize teams. I successfully executed programs in schools, colleges, and outings, demonstrating my strong project management capabilities. With 8-9 years of working experience in several companies, I have honed my skills in team management, enabling me to effectively lead and motivate teams towards achieving common goals. My proficiency in basic computer skills enhances my ability to adapt to modern work environments seamlessly. Knowledgeable and dedicated customer service professional with extensive experience. 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. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
11
years of professional experience
2
years of post-secondary education
3
Languages
Work History
Evo Business Consulting Sdn BhdKuala Lumpur , Wilayah Persekutuan
Content Review Analyst
07.2021 - 01.2024
Job overview
- To remove harmful content quickly and often before it reaches the general community
- To eliminate any doubt, this role involves reading, viewing, listening and examining user-generated content to ensure they comply with community guidelines
- Using the guideline to ensure that all the content shared during a discussion or debate is appropriate and adheres to the organizations rules
- Ensure legal compliance and safety of content uploaded to the platform
- Responsible for the development, improvement, and maintenance of standards for the security of the online communities
- Improve the content management strategy for short video platforms
- Responsibility to ensure that the platform remains safe and enjoyable for the users
- Experience gained
- Analytical skills
- Strong attention to details
- Good time-management skills
- Knowledge or experience with screening content
- Ability to be attentive and detail-oriented
- Wide range of skills which range from being able to interpret data, to coming up with creative solutions
- Able to assess how best to deal with both positive and negative feedback alike
- Deep understanding of safety issues, cyberbullying and other online threats.
Webhelp APAC
Shopee customer service representative
07.2020 - 05.2021
Job overview
- Primarily handle inquiries pertaining to orders payments, shipping, vouchers and etc from both seller via live chat
- Provide first contact resolution according to standard operating procedure
- Follow up and respond back to users via email
- Update case details appropriately
- I.e: Salesforce and etc
- Communicate with internal shakeholders (logistic, payment)
- To ensure accuracy in information when communicating to shopee users
- Communicate effectively with team members and shopee users
- To meet KPIs like average handling time, email/chat response rate, customer satisfaction score etc
- Experience gained
- Excellent spoken, business writing and typing skills in English and Malay
- Being able to work independently
- Ability to multi-task, prioritize and manage time effectively
- Demonstration of teamwork all the time.
Sinaran Canopy Event & Sdn BhdKuala Lumpur , Wilayah Persekutuan
Secretary
08.2019 - 07.2020
Job overview
- Answering employee questions
- Processing incoming mail
- Creating and distributing documents
- Providing customer service to organization employees
- Serving as a point of contact with benefit vendors/administrators
- Maintaining computer system by updating and entering data
- Setting appointments and arranging meetings
- Maintaining calendars of HR management team
- Compiling and preparing of reports and spreadsheets
- Experience gained
- Strong integrity and discretion with highly confidential info
- Able to multi task efficiently
- Confident, versatile, friendly and dynamic personality
- Able to work in a fast and dynamic environment
- Proficiency in Microsoft word, excel, PowerPoint.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Scheduled appointments and conducted follow-up calls to clients.
- Responded to emails and other correspondence to facilitate communication and enhance business processes.
- Maintained office supplies inventory by checking stock and ordering new supplies.
- Answered multi-line phone system and enthusiastically greeted callers.
- Handled daily scheduling tasks and provided administrative support for entire department.
- Recorded and tracked operational expenses to identify and eliminate wasteful spending.
- Created and updated records and files to maintain document compliance.
- Entered data into system and updated customer contacts with information to keep records current.
- Maintained daily report documents, memos and invoices.
- Drafted agendas, recorded minutes and generated documents to facilitate meetings.
- Updated spreadsheets and databases to track, analyze, and report on performance and sales data.
- Booked airfare, hotel, and ground transportation to coordinate office travel.
- Continually sought methods for improving daily operations, communications with clients, recordkeeping, and data entry for increased efficiency.
- Managed filing system, entered data and completed other clerical tasks.
- Assisted coworkers and staff members with special tasks on daily basis.
- Recorded new hires, transfers, terminations, changes in job classifications and merit increases to main human resources files.
- Liaised between clients and vendors and maintained effective lines of communication.
- Completed forms, reports, logs, and records to quickly handle all documentation for human resources.
- Opened and properly distributed incoming mail to promote quicker response to client inquiries.
- Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
- Created and maintained detailed administrative processes and procedures to drive efficiency and accuracy.
- Forecasted sales and established processes to achieve sales objectives and related metrics.
- Responded to customer needs by answering questions and providing detailed information about product and service.
- Consistently serviced accounts to maintain active contacts and continuously promote profitable offerings.
- Prepared sales reports with informative graphs and charts to outline key data.
- Captured and completed sales with customer-savvy quotes, proposals, and contract management strategies.
- Prepared and mailed invoices to customers, processed payments, and documented account updates.
- Executed billing tasks and recorded information in company databases.
- Managed invoicing and payment processing operations.
- Handled accounts payable activities to facilitate accurate payment of bills and expenses.
- Provided accurate estimates by defining scope, timelines, potential setbacks, and limitations.
- Conducted site visits to gather information and data on project locations, infrastructures and conditions.
- Stayed current with industry regulations and standards to produce cost estimates in compliance with all relevant laws.
- Readied and presented cost reports to keep stakeholders informed of job progress.
- Reviewed and approved invoices and payments, verifying accuracy of expenses.
- Attended project meetings to provide updates and insights on project costs.
- Negotiated contracts with suppliers and vendors, securing best pricing for materials, labor and equipment.
- Determined budgets for prospective projects to plan for future expenditures and utilize resources wisely.
- Hired employees and initiated new hire paperwork process.
- Maintained company Applicant Tracking System (ATS) to manage and track resumes and information about candidates.
- Managed recruitment process to keep candidates informed about application status and meet organizational recruitment goals.
- Negotiated offers and closed deals to finalize recruitment process and secure best talent.
- Conducted background checks, reference checks and other pre-employment screenings, identifying candidates to meet hiring criteria.
- Screened and interviewed candidates to evaluate potential employees' qualifications.
- Identified and sourced qualified candidates for open positions to meet organizational needs.
- Coordinated and scheduled interviews for candidates and hiring managers to meet in person or online at mutually convenient times.
Time Pact Sdn BhdKuala Lumpur , Wilayah Persekutuan
Customer service
10.2018 - 07.2019
Job overview
- Open and maintain customer accounts by recording account information
- Resolve product or service problems by clarifying the customers complaint; determining the cause of the problem; expediting correction or adjustment; following up to ensure resolution
- Prepare product or service reports by collecting customer information and analyzing customer needs
- Contribute to team effort by accomplishing related results as needed
- Manage large amounts of incoming calls
- Generate sales leads
- Identify and assess customers’ needs to achieve satisfaction
- Use telephones to reach out to customers and verify account information
- Experience gained
- Greeting customers warmly and ascertain problem or reason for calling
- Patience
- Attentiveness
- Ability to communicate clearly
- Knowledge of the product
- Ability to use positive language
- Acting skills
- Time management skills
- Ability to read customers.
- Developed customer service scorecards to measure customer service performance.
- Provided outstanding customer service.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Educated clients on current promotional offerings and products using persuasive selling tactics.
- Built relationships with customers to encourage repeat business.
- Generated new sales leads to achieve and exceed monthly sales goals.
- Handled high-volume telemarketing operations with expert use of client management software and computer dialing.
- Explained product prices and packages as well as answered questions and addressed concerns of customers.
- Recorded contact information of customers and potential customers in internal database.
- Displayed excellent sales skills and understanding of how to leverage abilities to exceed quotas.
- Answered inbound telephone calls from interested customers to persuasively discuss offerings.
- Negotiated to collect balance in full.
Midtown Hotel Kuala Lumpur , Wilayah Persekutuan
Customer Service Executive ( Part Time )
02.2017 - 06.2018
Job overview
- Corresponded with delinquent customers to collect payments and make billing arrangements.
- Provided primary customer support to internal and external customers.
- Updated account information to maintain customer records.
- Answered constant flow of customer calls with minimal wait times.
- Responded to customer requests for products, services, and company information.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Handled customer inquiries and suggestions courteously and professionally.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Answered central telephone system and directed calls accordingly.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Maintained confidentiality of information regarding clients and company.
- Managed multiple tasks and met time-sensitive deadlines.
- Handled cash transactions and maintained sales and payments records accurately.
- Maintained visitor log for entering and leaving facility for security purposes.
- Assisted with onboarding new clients and securing paperwork completion.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
- Placed advertisements, evaluated applicant credentials, conducted initial interviews and pre-screening assessments.
- Promptly corresponded with applicants and coordinated and conducted interviews.
- Hired employees and initiated new hire paperwork process.
- Conducted performance reviews and provided feedback to managers on employee performance.
- Completed human resource operational requirements by scheduling and assigning employees.
Premier Forefront Sdn BhdSimpang Empat , Penang
Admin Assistant
02.2013 - 06.2016
Job overview
- Created and distributed documents such as delivery order, etc
- Administrative and clerical tasks (such as scanning or printing)
- Arranged appointments and meetings
- Maintained calendars of HR management team
- Maintained petty cash
- Experience gained
- Oral and written communication, typing skills improved
- Filling and paper management
- Customer service skills
- Scheduled office meetings and client appointments for staff teams.
- Executed record filing system to improve document organization and management.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Received and sorted incoming mail and packages to record, dispatch, or distribute to correct recipient.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Educated staff on organizational mission and goals to help employees achieve success.
- Reviewed files, records and other documents to obtain information to respond to requests.
Education
VICTORIA INTERNATIONAL COLLEGE, Kuala Lumpur
Diploma from HUMAN RESOURCES MANAGEMENT
09.2016 - 10.2018
University Overview
Female
Skills
Issue escalation
Timeline
Content Review Analyst
Evo Business Consulting Sdn Bhd
07.2021 - 01.2024
Shopee customer service representative
Webhelp APAC
07.2020 - 05.2021
Secretary
Sinaran Canopy Event & Sdn Bhd
08.2019 - 07.2020
Customer service
Time Pact Sdn Bhd
10.2018 - 07.2019
Customer Service Executive ( Part Time )
Midtown Hotel
02.2017 - 06.2018
VICTORIA INTERNATIONAL COLLEGE
Diploma from HUMAN RESOURCES MANAGEMENT
09.2016 - 10.2018
Admin Assistant
Premier Forefront Sdn Bhd
02.2013 - 06.2016
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