Jayamangalamrajalashme Karuppiah
Customer Care Professional
Rawang
Summary
Pursuing full-time role that presents professional challenges and leverages interpersonal skills. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Able to make independent decision-making skills and sound judgment to positively impact company success.
I am a organized and dependable candidate who successful at managing multiple priorities with a positive attitude. Seeking to leverage professional expertise in the new organization.
Overview
2020
2020
years of professional experience
3
3
years of post-secondary education
3
3
Languages
Work History
Customer Care Professional (SG)
American Express (Malaysia) Sdn Bhd
8 2019 - 6 2024
- Build meaningful relationships with customers through a consultative approach, understanding their current and future needs, providing first contact resolution, and negotiating a positive outcome for the Customer and American Express
- Enhance customer experience by identifying opportunities to offer products based on Card member’s needs
- Meet and exceed quality goals, compliance regulations and productivity targets
- Navigate computer systems and applications to service customers and enable them to get the most from online and mobile platforms
- Document necessary information, such as payment details, Customers change of details, change of address and travel notifications
- Re-prioritize and adapt to an ever-changing environment
- Validate and verify customer’s information and details accurately
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
- Ensure diligent follow-up and fulfill promises made to customers
- Identify accounts with potential default/fraud risk
- Meeting and exceeding sales targets and performance metrics
- Identify opportunities for process improvement, share feedback, and contribute to the enhancement of customer service delivery
- Responsible for achieving individual performance expectations and development whilst maintaining appropriate operational risk control and compliance in all activities
- Taking ownership to complete necessary research and customer follow-up or alternatively directing the customer to the appropriate department for resolution
- Maximize opportunities to up sell or cross sell company products and services
Senior Client Care Executive (Live Banking)
Standard Chartered Bank Malaysia
10.2014 - 07.2019
- To deliver excellent service through inbound chat and video calls
- Handle all personal Banking Account, Credit Card, Mortgage and Investment account
- Handling all kind of client inquiries and complaints pertaining to product and services
- Provide resolution in timely and effective manner comply with Banks's policies, guidelines and regulations at all time
- Liaise with other departments or branches in resolving client issues
- Build positive relationship with customers
- Handling Emails and follow up
- To identify service gaps and gather clients feedback and escalating to the Operation Manager to improve client experience and reduce cost
- Promoting bank product - cross sell
- Actively pro-act on updating client data
- Follow call care guide as required
- Keep up to date with all banking and corporate information which is being broadcast
- Constant contributions towards achieving service level and abandon rate targets
- Achieving monthly individual KPI targets
Customer Service Officer
Standard Chartered Bank Malaysia Berhad
01.2013 - 07.2013
- Handling inbound calls on credit card account
- To identify cross sales opportunities with existing customers
- Responsible for building the business and deepening customer relationships through execution of effective telephone banking process
- Resolves customer complaints and inquiries
- Work in team
- Ensure diligent follow up and fulfill promises made to customers
- Accountable for meeting individual Standard of Performance (SOP) and monthly department goals and standards
- Industry: Banking / Financial Services, Specialization: Customer Service, Website: Not provided
Education
Master's Degree - Business Administration Management
Asia E University
Kuala Lumpur 07.2023 - Current
Higher Secondary/STPM/"A" Level/Pre-U - Economics
Sekolah Menengah Kebangsaan Keladi
Kulim, Kedah 01.2005 - 12.2006
Skills
Leadership
Project handling
Negotiation
Positive Attitude
Customer Care
Sales
Phone Etiquette
Problem Solving
Teamwork
Key Performance Indicators
Adaptability
Typing Speed
Microsoft Word
Microsoft Excel
Customer Oriented
Time Keeping
Handling Difficult Behavior
Attendance
Willingness to Learn
Result Oriented
Customer Retention
Fraud Handling
Multitasking
Online Support
Technical
Global Servicing
Administrative
Microsoft
Complaint Handling
Data Management
Report Generation
First Call resolution
Call center experience
Customer Relations
Problem Resolution
Billing coordination
Customer Relationship Management
Brand representation
Point of sale system
Senior leadership support
Teamwork and Collaboration
Computer Skills
Problem-solving skills
Microsoft Office
Problem-Solving
Time Management
MS Office
Understanding Customer Needs
Teamwork skills
Calm and Professional Under Pressure
Multitasking Abilities
Excellent Communication
Complaint resolution
Decision-Making
Self Motivation
Adaptability and Flexibility
Feedback collection
Active Listening
Organizational Skills
Team building
Attention to Detail
Market awareness
Analytical Thinking
Relationship Building
Record-keeping
Customer Relationship Management (CRM)
Report Preparation
Sales Techniques
Product Recommendations
Personal Information
- Age: 37
- Gender: Female
- Nationality: Malaysia
Accomplishments
- Supervised team of 12 staff members.
- Assisting Team Manager in absence.
- Collaborated with team of 3 in the development of RTF (Recommend to Friend)
- Collaborated with team 12 in the development of RCR (Repeat call rate)
- Collaborated with team of 6 in conducting RNR ( Rewards and Recognition event.
- Perfect attendance and best performance awards.
- Top sales awards.
- Best customer experiences award.
Timeline
Master's Degree - Business Administration Management
Asia E University
07.2023 - Current
Senior Client Care Executive (Live Banking)
Standard Chartered Bank Malaysia
10.2014 - 07.2019
Customer Service Officer
Standard Chartered Bank Malaysia Berhad
01.2013 - 07.2013
Higher Secondary/STPM/"A" Level/Pre-U - Economics
Sekolah Menengah Kebangsaan Keladi
01.2005 - 12.2006
Customer Care Professional (SG)
American Express (Malaysia) Sdn Bhd
8 2019 - 6 2024
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