Jayanthi Selaya
Customer Service Specialist
Kuala Lumpur
Summary
Dedicated professional with a strong understanding of service delivery and a track record of successfully handling multiple tasks simultaneously. Committed to fostering and maintaining professional relationships to drive business results and enhance profitability. Focuses on customers satisfaction, striving to provide exceptional service that exceeds expectations and contributes to the overall success of the organization.
Overview
9
9
years of professional experience
2
2
years of post-secondary education
3
3
Languages
Work History
CUSTOMER SERVICE REPRESENTATIVE
TDCX SDN BHD
Bandar Melaka
02.2021 - Current
- Handling of incoming call and inquiries from customers
- Assist in handling queries from customer related to Singapore Airlines ticket and KrisFlyer account
- Help customer book ticket for redemption and commercial booking
- Help add inflight services and assign special handling for customer if needed
- Escalate refund request as per customer request
- Assist customer to rebook the ticket
- Assist on retro miles claim for KrisFlyer account
- Assist on KrisFlyer rewards
- Assist on member tier and qualification on KrisFlyer account
- Follow up and resolving customer complaint and problem and ensure it’s close to satisfaction
- Assist PPS member
- Comply to Key Performance Indicators
- Work closely with team members and leaders at all times to achieve quality results & productivity
- Channel and escalate any unresolved issues/complaint to customer affair team
- Any other duties assigned by the team leader
- Handling of incoming email and feedback via application from customers
- Outbound call for customer on email inquiries
- Reply customer via email on email inquiries
EXECUTIVE CUSTOMER SERVICE
SUDONG SDN BHD
05.2016 - 06.2019
- Handling of incoming call and inquiries from customers with demonstration of excellent customer service skill to meet and exceed customer’s need
- Assist in handling queries from customer related to mCash/mWallet/mRemittance
- Perform checks and validation of unsuccessful remittance reported by customers
- Act as the direct liaison between customer and the beneficiary provider on the remittance
- Process remittance refund request as per customer request
- Escalate refund request for wrong payment to merchant as per customer request
- Outbound call for customer sent feedback via application
- Follow up and resolving customer complaint and problem and ensure it’s close to satisfaction
- Comply to Key Performance Indicators
- Participate fully in the team, taking part in regular team meetings & buzz sessions, giving feedback & ideas to colleagues and the Team Leaders
- Work closely with team members and leaders at all times to achieve quality results & productivity
- Respond positively and openly to feedbacks from team leaders & colleagues, and put into practice with a determination to improve
- Channel and escalate any unresolved issues/complaint to other stakeholder or next level, within the agreed procedure
- Assume the responsibility of buddy and mentor as and when required
- Assist Team Leaders & senior officers in charge as and when required
- Participate in ad-hoc projects as requested
- Proactively identify areas for service & procedural improvement and make recommendations to the team leader
- Any other duties assigned by the team leader
PRACTICAL STUDENT (INTERNSHIP)
MAJLIS PERBANDARAN ALOR GAJAH (MPAG)
Alor Gajah, Melaka
07.2015 - 09.2015
- Know the procedure to do payment to supplier
- Preparing daily account statement
- Providing Monthly account statement
- Preparing yearly account statement
- Use MPAG system to count GST
- Count the outstanding payment of stall renters
- Preparing failing document
- Collect money from stall renters who have outstanding payment
- Paste foreclosure notice at stall for tenant who exceeding four months outstanding payment
- Know the procedure to provide cheque for suppliers
- Handling supplier who want to collect the cheque and government order
- Contributed to school-wide initiatives aimed at enhancing overall educational quality and student achievement levels.
Education
Bachelor's Degree International Economics - International Economics
UNIVERSITI MALAYSIA SARAWAK
Sarawak 11.2016 - 11.2016
STPM -
SEKOLAH MEN. KEB SERI TANJUNG
Sg.Udang 01.2011 - 12.2011
SPM -
SEKOLAH MEN. KEB. KEM TERENDAK
Kem.Terendak 01.2009 - 12.2009
Skills
MS-Windows
MS-Word
MS-PowerPoint
MS-Excel
EViews (Intermediate)
ARD
Telesmart
1point (sales force)
MARMS
Specialskillsandknowledge
- MS-Windows (Intermediate)
- MS-Word (Advanced)
- MS-PowerPoint (Advanced)
- MS-Excel (Advanced)
- EViews (Intermediate)
Attributes
- 6 years of work experience
- Team player, dedicated, self-motivated and responsible
- Conversant in Microsoft Packages such as Word, Excel, Power Point
- Good Interpersonal skills and able to work independently without supervision
- Ability to grasp instructions
- Willing to learn in order to carry out job functions successfully
- Believes that 'working hard does not kill a person'
- Positive minded and willing to cross all hurdles in order to be success
Activities
- 2012-2015, Treasurer of UNIMAS Indian Culture Society, Plan budget for every activity and do report about account, Pongal Night charity event in UNIMAS, Bowling tournament, Secretary of UNIMAS Badminton Co-Curricular Club, Prepared letters and minutes for the club, Kept records for all club activities, Coordinate a badminton tournament, Secretariat of 'Pembangunan Sahsiah dan Modal Insan', Conduct Open day brc, Conduct Deepa@BRC event, Conduct Forum competition, Conduct 'Puisi Gaza' competition
- 2010-2011, Treasurer of Student Representative Council of Pre University Program, Plan budget for activity and do report about account, Conduct community service programs, Technical officer for net ball competition, Senior Prefect in school, Prepared and monitored duty roster for all prefect, Organized school’s prefect dinner
- 2004-2009, President of visual arts club, Planned and coordinated club activities, Do mural at school, Librarian in Sek. Men. Keb. Kem Terendak, Helped school teacher to monitor and maintain discipline of students in library
Timeline
CUSTOMER SERVICE REPRESENTATIVE
TDCX SDN BHD
02.2021 - Current
Bachelor's Degree International Economics - International Economics
UNIVERSITI MALAYSIA SARAWAK
11.2016 - 11.2016
EXECUTIVE CUSTOMER SERVICE
SUDONG SDN BHD
05.2016 - 06.2019
PRACTICAL STUDENT (INTERNSHIP)
MAJLIS PERBANDARAN ALOR GAJAH (MPAG)
07.2015 - 09.2015
STPM -
SEKOLAH MEN. KEB SERI TANJUNG
01.2011 - 12.2011
SPM -
SEKOLAH MEN. KEB. KEM TERENDAK
01.2009 - 12.2009
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