Jayamangalamrajalashme Karuppiah
Team Leader
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
2025
2025
years of professional experience
3
3
years of post-secondary education
3
3
Languages
Work History
Team Leader
StarTek
Subang, Selangor, Malaysia
07.2024 - Current
- Oversee the day-to-day operation of the center operation
- Allocate workforce resources
- Identify existing and potential obstacles in CS Team
- Develop, review and distribute daily, weekly and monthly performance and service reports and make recommendations to the Project Manager to maintain the agreed service levels to customers
- Establish work procedures and processes that support the company and departmental standards, procedures and strategic directives.
- Ensure that the feedbacks provided to the team members on their performance are accurate, complete and timely. Provide coaching and guidance to ensure team members meet their KPIs and adhere to the organization's guidelines and policies.
- Collaborate with Customer Experience and Training team to identify the issues, drive the metrics and able to balance and prioritize the above based on seasonality and the needs of customers, team and client.
- Enhance the performance of team members by creating team connections, team briefings, and monthly coaching sessions.
- Any other duties and responsibilities that may be assigned to you by the management from time to time, within your category of employment in the organization and for the effective implementation, maintenance and continual improvement of the business.
- Lead client meetings, presentations, and performance reviews.
- Assisting with Manager callbacks whenever required.
Customer Care Professional/Team Caption
American Express Malaysia Sdn Bhd
Kuala Lumpur, Malaysia (Hybrid) (Remote)
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
Selangor, 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
Selangor, Malaysia
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
- Adaptability
- Microsoft Word
- Microsoft Excel
- Customer Oriented
- Time Keeping
- Handling Difficult Behavior
- 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
- Customer Relationship Management
- Brand representation
- Point of sale system
- Senior leadership support
- Teamwork and Collaboration
- Computer Skills
- Problem-solving skills
- Problem-Solving
- Time Management
- Understanding Customer Needs
- Teamwork skills
- Multitasking Abilities
- Complaint resolution
- Decision-Making
- Self Motivation
- Adaptability and Flexibility
- Feedback collection
- Active Listening
- Organizational Skills
- Attention to Detail
- Analytical Thinking
- Relationship Building
- Sales Techniques
- Product Recommendations
Accomplishments
- 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.
Contact
M Aruna,Rawang, Selangor
Personal Information
- Age: 37
- Gender: Female
- Nationality: Malaysia
Timeline
Team Leader
StarTek
07.2024 - Current
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, Kulim
01.2005 - 12.2006
Customer Care Professional/Team Caption
American Express Malaysia Sdn Bhd
8 2019 - 6 2024