Keerraan Subramaniam
Customer Service Team Lead
Petaling Jaya
Summary
Talented Team Leader experienced and dedicated to enhancing employee satisfaction and business success. Diplomatic and friendly with proven commitment to employee training. Hardworking team player bringing necessary experience and knowledge to tackle any operational demand.
Overview
12
12
years of professional experience
12
12
years of post-secondary education
Work History
Team Leader
QI Services (M) Sdn Bhd
11.2014 - Current
- Recognize high performance and reward accomplishments
- Coached team members individually to develop their skills and improve performance, tailoring guidance to their specific needs.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Suggest and organize team building activities.
- Trained and supervised team of customer service representatives in providing quality service to customers.
- Reviewed individual performance metrics, offering constructive feedback and coaching to drive continuous improvement.
- Managed escalated customer complaints, ensuring swift resolution and preventing further dissatisfaction.
- Achieved high levels of customer satisfaction with timely problem resolution and effective communication.
- Implemented quality assurance measures to maintain consistency in customer interactions and service delivery.
- Championed a culture of teamwork and collaboration within the department, resulting in higher employee morale.
- Evaluated customer service staff performance and provided constructive feedback.
- Collaborated with management to develop strategies aimed at improving overall team performance.
- Enhanced customer satisfaction by promptly resolving issues and addressing concerns.
- Mentored new hires, providing guidance to ensure their successful integration into the team.
- Contributed to the development of policies and procedures that enhanced the overall customer experience.
- Streamlined team processes for increased efficiency and productivity.
- Conducted regular staff meetings to discuss customer service issues and potential solutions.
- Developed efficient schedules, optimizing team resources to meet fluctuating demand.
- Continuously sought opportunities for personal growth as well as professional development opportunities for the entire team.
- Led by example through consistently maintaining excellent performance standards.
- Coordinated cross-functional teams to deliver exceptional customer service in a fast-paced environment.
Customer Service Officer
TRAVELBIZ & TOURS SDN BHD
9 2014 - 11.2014
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Assisted call-in customers with questions and orders.
- Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
- Participated in regular meetings with supervisors to discuss challenges faced during daily operations, identifying opportunities for growth and development.
- Increased customer retention with prompt follow-ups on pending issues and proactive problem-solving strategies.
- Exceeded customer expectations by going the extra mile, ensuring a memorable experience that fostered brand loyalty and advocacy.
Outbound / Customer Service Executive
TRIWAYS TRAVEL NETWORK (M) SDN BHD
10.2012 - 08.2014
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Managed high volume of inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues.
- Described product and service details to customers to provide information on benefits and advantages.
- Escalated critical customer issues to supervisor to avoid lost revenue and canceled policies.
- Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
- Leveraged strong interpersonal skills to build lasting relationships with customers, fostering brand loyalty and repeat business.
- Coached and mentored junior team members, contributing to their professional growth and development.
- Boosted customer retention rates by providing exceptional service and building rapport with clients.
- Assessed customer service trends and evaluated complaints to determine areas in need of enhancement.
Internship Training
TRIWAYS TRAVEL NETWORK (M) SDN BHD
6 2012 - 9 2012
- Partnered with department managers to help intern gain competencies and confidence.
- Promoted diversity within the internship program by actively recruiting and supporting underrepresented populations.
- Managed day-to-day operations of the internship program while maintaining a focus on long-term strategic goals for growth and improvement.
- Attended job orientation with intern and reiterated policies and practices to facilitate successful work experience.
- Enhanced internship program effectiveness by developing and implementing comprehensive training modules.
Education
Bachelor of Hospitality & Tourism Management - Hospitality
University Tun Abdul Razak ( UNITAR )
04.2001 - 11.2012
STPM -
SMK Padang Saujana
Jerantut, Pahang, Malaysia12.2008
SPM -
SMK Padang Saujana
Jerantut, Pahang, Malaysia12.2006
UPSR -
SK Jerantut
Jerantut, Pahang, Malaysia12.2001
Skills
Team Supervision
Teamwork and Collaboration
Work Planning
Team motivation
Problem-Solving
Mentoring
Quality Improvement
People Management
Coaching
Shift Scheduling
Coaching and Mentoring
Customer service excellence
Additional Information
12 years of working experience in Customer Service department
Goal-oriented individual with leadership abilities
Proven ability to work with staff and management at all levels
Responsible and dedicated person
To work smartly and innovatively, talk frankly and listen carefully,
Excellent cross-cultural communication skills
Passion for continuous learning and personal growth
Highly motivated and driven, with strong desire to excel
Customer Service oriented Dynamic team player
Accomplishments
- Recognized as a Top 5 Performer in 2015
- Achieved Top 3 Performer status in January and February 2016
- Honored as a Top 3 Performer of the Year in 2017
- Named a Top 3 Performer of the Year in 2018
- Delivered product training sessions for over 10,000 customers
- Represented the team at multiple conventions in Dubai, Penang, and Bangkok, engaging with more than 10,000 attendees
- Commended for exceptional customer service during group check-ins for clients
Languages
English
Proficient
C2
Bahasa Malaysia
Proficient
C2
Tamil
Upper intermediate
B2
Miscellaneous
Expected Salary : RM 8,500 (Negotiable)
References
MR THIERNO MOHAMED
Operation Manager, QI Services ( M) Sdn Bhd,
+6012-677 8107
Timeline
Team Leader
QI Services (M) Sdn Bhd
11.2014 - Current
Outbound / Customer Service Executive
TRIWAYS TRAVEL NETWORK (M) SDN BHD
10.2012 - 08.2014
Bachelor of Hospitality & Tourism Management - Hospitality
University Tun Abdul Razak ( UNITAR )
04.2001 - 11.2012
Customer Service Officer
TRAVELBIZ & TOURS SDN BHD
9 2014 - 11.2014
Internship Training
TRIWAYS TRAVEL NETWORK (M) SDN BHD
6 2012 - 9 2012
STPM -
SMK Padang Saujana
SPM -
SMK Padang Saujana
UPSR -
SK Jerantut
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