Kavithaa Mahendran

• Streamlined order processing procedures, reducing shipping times and enhancing customer satisfaction levels.
• Managed customer inquiries efficiently, resulting in improved customer satisfaction ratings.
• Handled returns and exchanges professionally, maintaining positive relationships with customers.
• Monitored competitor pricing strategies, ensuring the store''s competitive edge in the market.
• Corresponded with online customers to address questions or complaints about products, policies, or shipping methods.
• Established and maintained e-commerce website to promote and sell products.
• Created promotional campaigns to boost sales and drive customer loyalty.

• Enhanced agent's satisfaction by resolving technical issues promptly and accurately for customer insurance renewal via in-bound call and email inquiry/request.
• Logged support tickets and closed when issues were resolved in CRM system.
• Assisted agent's with troubleshooting issues encountered while using hardware or software, providing actionable tips to resolve problems arise from GenLink website.
• Resolved technical issues by troubleshooting.
• Documented support interactions for future reference.
• Provided basic end-user troubleshooting and desktop support.

• Coordinated customer inquiries between first-level support and specialized departments
• Generated and analyzed daily/weekly performance reports for management review using Excel
• Implemented buddy system for new staff training and development
• Monitored inbound staff performance and maintained quality standards
• Delivered quarterly updates to department leadership on KPIs and improvements
• Cross-departmental Coordination
• Quality Assurance

• Handled 80+ daily inbound calls for motor insurance inquiries, claims, and policy servicing
• Processed policy renewals, endorsements, and cancellations through company systems
• Assisted customers with roadside assistance requests and emergency claims
• Verified policy coverage details and explained benefits to policyholders
• Updated customer information and maintained accurate policy records
• Serve as designated buddy trainer for new hires, providing comprehensive system navigation, product knowledge, and call handling guidance
• Function as Acting Team Leader during management absence, overseeing daily operations for 15+ customer service representatives
• Manage floor support, call escalations, and team performance during leadership coverage periods

Key Achievements:

• Maintained 95% customer satisfaction rating through clear communication
• Achieved average call handling time of under 5 minutes while ensuring quality service
• Consistently met monthly KPIs for call quality and customer resolution

• Process and verify loan documentation for Singapore-based Standard Chartered customers
• Prepare loan agreements and related security documents according to approved terms
• Handle documentation for various loan types including personal, property, and business loans
• Verify customer information against source documents

• Provide first-level IT support to Maxis staff via inbound calls and email tickets
• Handle escalations as second-level support for complex technical issues
• Troubleshoot hardware, software, and network connectivity issues
• Support corporate applications, email systems, and VPN access
• Assist with user account management and access rights
• Guide users through system navigation and basic troubleshooting

Technical Skills:

• Service Desk Software

• Assist walk-in clients with trading account inquiries and new registration
• Guide clients on payment procedures and requirements
• Monitor and record payment settlements
• Match incoming payments with trading transactions
• Distribute client cheques received from Finance Department
• Maintain systematic record of cheque collections and distributions
• Verify client identity before cheque handover
• Track uncollected cheques and follow up with clients
• Coordinate with Finance Department for cheque status updates