Jeyasrine Pillai GUNASEGARAN
PENANG
Summary
Communicative Customer Service Executive experienced in solving problems and building great client rapport. An enthusiastic team player. Pursuing a new position where hard work and honesty will be valued.
Overview
5
5
years of professional experience
Work History
Customer Service Executive
Toll Global Forwarding
Penang, Malaysia
10.2022 - Current
- Help manage current customer accounts.
- Deal with a high volume of inbound and outbound emails.
- Maintain relationships with carriers and customers.
- Provide exceptional customer service to customers and carriers.
- Solve customer and carrier problems and help resolve issues.
- Provide shipment quotes for customers and set up shipments as required by customers.
- Excellent multitasking skills within their work space as well as computer software programs.
- Be a professional representative of our company that other employees look up to.
- Tracing and tracking of shipments
- Compiles carrier and route assignments.
- Tracks, traces, and updates the status of shipments.
- Successfully conducts and completes all assigned trainings.
- Participates in continuous improvement training and trains others.
- Oversees hazardous waste storage areas, hazardous waste documentation, equipment, and procedures.
- Prepares hazardous waste shipments, including proper labeling of all hazardous waste.
- Provides additional backup support for shipping and receiving departments.
Logistics Operations Executive Team Leader
Alpha connection
Mainland Penang, Malaysia
12.2021 - 09.2022
- Maintained up-to-date records on shipments including tracking numbers, delivery dates.
- Communicated effectively with shippers, customers and receivers regarding changes in pick up or delivery status.
- Reviewed customer orders regularly to ensure accuracy of order fulfillment process.
- Managed logistical operations and handled supply chain, inventory maintenance and distribution, contract negotiations and acquisitions.
- Reviewed invoices and shipping manifests to ensure full compliance with local customs and international regulations.
- Collaborated with internal departments to identify opportunities for improving efficiency of shipment processes.
- Handled and prioritized high call volumes and customer inquiries.
- Updated internal tracking and reporting systems throughout shift to maintain accuracy in sales data.
- Developed and maintained relationships with vendors to ensure cost-effective freight services.
- Negotiated with established and developing customers to achieve profitable rates and client satisfaction.
- Managed unit operations, move coordination and training programs.
Operations Officer
Courtyard by marriott penang
Penang , Malaysia
12.2020 - 12.2021
- Assisted with the development of operational plans and procedures.
- Maintained relationships with key stakeholders including customers, suppliers, partners.
- Coordinated with other departments such as sales and marketing in order to deliver better services.
- Monitored and evaluated performance metrics to ensure operational objectives were met.
- Managed day-to-day activities related to IT infrastructure operations.
- Identified potential risks associated with operations and implemented mitigation strategies accordingly.
- Provided technical support to staff in resolving operational issues or problems.
- Created training programs to help staff understand operational policies and procedures.
- Supervised a team of subordinate personnel involved in various aspects of operations.
- Ensured compliance with applicable laws, regulations and standards related to operations.
- Supervised deployment planning and tasking.
- Coordinated with vendors for procurement of materials and supplies needed for daily operations.
- Drafted reports and led presentations to inform upper management of operational inefficiencies and recommended improvements.
- Developed reports on operational data such as volume, cost, and quality of service provided.
- Supervised supply and mobility operations and special projects.
- Liaised with management to properly staff operations according to projected revenue.
- Resolved conflicts between different departments within the organization in an efficient manner.
Assistant Reservation Manager
Mercure penang beach
Penang, Malaysia
03.2019 - 12.2020
- Conducted periodic reviews of reservation policies and procedures to ensure accuracy and efficiency of operations.
- Provided guidance to junior staff members when responding to customer queries or dealing with difficult situations.
- Liaised with suppliers regarding inventory related issues such as stock availability or delivery timescales.
- Maintained accurate records of reservations, cancellations and no-shows to ensure maximum occupancy levels were met.
- Ensured compliance with local laws governing hospitality industry and health and safety regulations in the workplace.
- Prepared monthly financial reports outlining costs associated with running the reservations department.
- Managed the daily operations of the reservations team including planning work schedules, coordinating staff training activities and monitoring performance.
- Developed and implemented procedures for handling special requests from guests and resolving customer complaints.
- Collaborated with marketing department on developing strategies for improving brand visibility across multiple platforms like social media channels.
- Worked closely with other departments such as housekeeping, front desk to ensure smooth running of day-to-day operations.
- Reviewed guest feedback forms upon check-out to identify any recurring problems which may require further investigation.
- Researched and resolved customer issues.
- Kept accurate knowledge of types of rooms available at various resort locations.
- Suggested amenities suited to clients' needs.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Proposed or approved modifications to project plans.
Education
Some College (No Degree) - Aviation Management And Operations
Diploma in Airline And Airport Industry
Atic Airline Academy Skills
- Customer Needs Assessment
- Customer Relationship Management
- Issue Escalation
- Account Management
- Troubleshooting
- Presentation Skills
- Customer Queries
- Team Collaboration
- Complaint Handling
- Customer Retention
- Relationship Building
- Shipment Tracking
- Shipping Coordination
- Call Control
Languages
Tamil
First Language
English
Proficient (C2)
C2
Malay
Proficient (C2)
C2
Chinese (Mandarin)
Proficient (C2)
C2
Timeline
Customer Service Executive
Toll Global Forwarding
10.2022 - Current
Logistics Operations Executive Team Leader
Alpha connection
12.2021 - 09.2022
Operations Officer
Courtyard by marriott penang
12.2020 - 12.2021
Assistant Reservation Manager
Mercure penang beach
03.2019 - 12.2020
Some College (No Degree) - Aviation Management And Operations
Diploma in Airline And Airport Industry
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