JOANNA MALAR VEERAPATHIRAN
Customer Service Logistic
Butterworth,Penang
Summary
Dedicated and customer-focused Customer Service Executive with a proven track record of delivering exceptional support in the logistics industry. Skilled in managing customer inquiries, tracking shipments, and resolving issues with efficiency and professionalism. Adept at handling high-volume calls, ensuring timely solutions, and maintaining strong client relationships. Known for excellent communication and organizational skills, with a commitment to enhancing customer satisfaction and operational excellence in a dynamic logistics environment.
Overview
24
24
years of professional experience
3
3
years of post-secondary education
3
3
Languages
Work History
Customer Service Executive
FM Global Logistics (M) Sdn Bhd
Butterworth, Penang
02.2022 - Current
- Managed daily customer inquiries via phone and email, ensuring prompt, professional, and solution-oriented responses to enhance customer satisfaction
- Processed and tracked shipments, coordinating with drivers, warehouses, and port authorities to ensure timely and accurate deliveries
- Monitored shipment progress, proactively informing customers of any delays or disruptions while offering alternative solutions to maintain trust and service reliability
- Collaborated closely with sales and operations teams to ensure seamless order processing, accurate billing, and a high-quality customer experience
- Maintained and updated customer profiles in internal systems, ensuring efficient follow-ups and personalized service tailored to client needs
- Resolved customer issues effectively by analyzing concerns, providing solutions, and escalating complex cases when necessary
- Assisted in developing and implementing customer service strategies to improve efficiency and enhance the overall client experience
- Identified opportunities for process improvements and worked with internal teams to streamline logistics operations and customer service workflows
- Conducted post-shipment follow-ups to gather customer feedback and identify areas for improvement in service quality
- Provided administrative support, including documentation management, invoicing, and report preparation, ensuring accuracy and compliance
Assistance Manager
XIAO LI Global Trading Sdn Bhd
Butterworth, Penang
05.2018 - 05.2021
- Supervised clerical and administrative activities to ensure seamless office operations and workflow efficiency
- Monitored inventory levels, managed procurement of office supplies, and optimized resource allocation to maintain operational productivity
- Oversaw maintenance and repair of office equipment, machinery, and electrical/mechanical systems to minimize downtime and prevent disruptions
- Managed essential business documentation, including personnel records, tax filings, and legal compliance matters such as business permits and regulatory requirements
- Organized daily workloads, developed structured work schedules, and delegated tasks effectively to meet deadlines and operational goals
- Ensured all paperwork was accurate, up-to-date, and compliant with company policies and legal standards
- Led meetings to track project progress, facilitated collaboration, and ensured optimal resource allocation for smooth execution
- Assisted in the preparation of reports, financial statements, and operational documentation, providing management with timely and data-driven insights
- Maintained organized records, files, and statements, implementing efficient filing systems for quick retrieval and easy access
Forwarding Assistance Manager
FM Global Logistics (M) Sdn Bhd
Butterworth, Penang
10.2000 - 02.2017
- Managed and oversaw import/export operations, ensuring seamless and efficient logistics processes
- Led and supervised a team, effectively organizing work schedules to ensure timely delivery of customer shipments
- Coordinated with customers, customs authorities, and transportation providers to guarantee on-time delivery and optimal shipment conditions
- Addressed customer inquiries with professionalism, providing prompt solutions and guidance to resolve issues efficiently
- Handled challenging situations and difficult customers with confidence, patience, and a problem-solving approach
- Maintained professional and courteous communication via phone, email, and in-person interactions to enhance customer experience
- Promoted and sold company products and services, actively engaging with customers to drive sales and meet performance targets
- Managed high volumes of incoming calls and emails, prioritizing urgent issues and ensuring timely resolution by liaising with the appropriate teams
- Monitored customer satisfaction, compiled and analyzed reports, and identified areas for improvement to enhance service quality
- Collaborated with the operations team to ensure the accurate and timely fulfillment of customer orders and service commitments
- Served as a key liaison between customers and the company, addressing concerns related to orders, billing inquiries, quotations, and service requests
Education
Diploma - Computer Science
College Utara Technical & Professional Studies
Butterworth, 07 03.1998 - 10.2000
Skills
- Ability to Work Under Pressure
- Communication
- Time Management
- Customer Service & Relationship Management
- Customer Service
- Logistic & Supply Chain Management
- Customer relationship management
- Customer needs assessment
- Issue escalation
Timeline
Customer Service Executive
FM Global Logistics (M) Sdn Bhd
02.2022 - Current
Assistance Manager
XIAO LI Global Trading Sdn Bhd
05.2018 - 05.2021
Forwarding Assistance Manager
FM Global Logistics (M) Sdn Bhd
10.2000 - 02.2017
Diploma - Computer Science
College Utara Technical & Professional Studies
03.1998 - 10.2000
Similar Profiles
ROZAIFAH YAHCOBROZAIFAH YAHCOB
Customer Service Officer at FM Global Logistics Sdn BhdCustomer Service Officer at FM Global Logistics Sdn Bhd
SITI ROSIDAH ROSLISITI ROSIDAH ROSLI
Key Acct Cum Admin Executive(Transport Dept) at FM GLOBAL LOGISTICS (M) SDN BHDKey Acct Cum Admin Executive(Transport Dept) at FM GLOBAL LOGISTICS (M) SDN BHD
MOHD FAIZAL MOHAMADMOHD FAIZAL MOHAMAD
SHIPPING MANAGER at SYNERGY HOUSE FURNITURE SDN BHDSHIPPING MANAGER at SYNERGY HOUSE FURNITURE SDN BHD