KARTHIGESAN FABIAN
CUSTOMER SERVICE SPECIALIST
Kuala Lumpur
Summary
Skilled in data entry and teamwork, consistently ensuring high customer satisfaction. Promoted within 4 months at GRAB MANAGEMENT BERHAD for outstanding performance and dedication. Achieved title as Customer Support Specialist.
Proven Process Associate with a track record of enhancing customer service quality at IGT Solutions. Excelled in call management and problem-solving, significantly contributing to process improvements.
Overview
9
9
years of professional experience
Work History
Process Associate
IGT Solutions
07.2024 - Current
- Managed multiple tasks simultaneously, ensuring timely completion of all assignments.
- Japan airlines project
- Handling on general enquiries , assisting on making new reservations for passengers in airline industry
- Ensuring high customer service quality to provide and maintain airline reputation.
- Participated in regular team meetings, contributing valuable insights toward process enhancements.
- Handled high volumes of incoming calls requests professionally while maintaining excellent organization.
Customer Support Specialist
GRAB MANAGEMENT BERHAD
09.2018 - 08.2023
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Utilized PHOENIX, ZENDESK, XM PORTAL systems effectively to track customer, driver and merchant interactions, document detailed case notes, and access relevant account information quickly when needed.
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Promoted internally to grab financials team in 4 months
- Assisting on grabpay mastercard enquiries, payments, refunds also assist merchants on grabpay refunds.
Customer Service Executive
Astro Go Shop
08.2017 - 10.2018
- Attend customers query regarding product and services
- Helping customers processing orders based on their request.
- Assist to check and raise report for any delay deliveries of goods.
- Ensuring good call handling and customer expectation is met.
Customer Service Executive
Scicom (MSC) Berhad
02.2016 - 09.2016
- Handling inbound and outbound calls pertaining mobile and home broadband services.
- Helping the customers efficiently, in friendly manner.
Education
SPM
SMK ST MICHAEL
Alor Star, Kedah, Malaysia12-2012
Skills
Quality assurance
Data entry
Continuous improvement
Application verification
Dispute resolution
Call management
Process flows
Order preparation
Process documentation
Teamwork and collaboration
Problem-solving
Timeline
Process Associate
IGT Solutions
07.2024 - Current
Customer Support Specialist
GRAB MANAGEMENT BERHAD
09.2018 - 08.2023
Customer Service Executive
Astro Go Shop
08.2017 - 10.2018
Customer Service Executive
Scicom (MSC) Berhad
02.2016 - 09.2016
SPM
SMK ST MICHAEL