Keshan Kumar
Customer Service
Kuala Lumpur
Summary
A well-spoken and calm individual looking to join a reputable company as a call center agent. Possess exceptional communication skill useful in providing product information to clients as well as help with the resolution of client problems. Customer-focused Inbound Call Center Representative with verbal communication and active listening skills. Achieves set goals by aggressively cross-selling and referring customers to services and sales campaigns. Experienced in processing complex transactions and performing extensive research to resolve customer inquiries.
Overview
9
9
years of professional experience
10
10
years of post-secondary education
3
3
Languages
Work History
Help Desk Support Specialist
FGV Prodata Systems Sdn Bhd
2024.05 - 2024.07
- Developed and maintained an up-to-date knowledge base to provide accurate information and guidance to customers.
- Reduced ticket resolution time with thorough problem analysis and effective troubleshooting techniques.
- Configured hardware, devices, and software to set up work stations for employees.
- Configured hardware and granted system permissions to new employees.
- Assessed client needs through active listening and asking probing questions, leading to accurate issue identification.
Inbound Call Centre Agent
EMA Global Assistance Sdn Bhd
6 2023 - 3 2024
- Answer high-volume inbound customer calls via an automated phone system
- Communicate effectively and professionally with patients, teammates, healthcare professionals
- Strong customer service skills with the ability to resolve patient concerns
- Demonstrate soft skills to enhance patient experience
- Assists clinics, referring doctors, attorneys, insurance companies and patients responsible parties with general questions.
Outbound Call Centre Agent
Maxis
2021.09 - 2023.05
- Called prospective customers by operating telephone equipment, automatic dialling systems
- Delivered prepared sales talks, reading from scripts that describe products or services, in order to persuade potential customers to purchase a product or service
- Explained products or services and prices, and answer questions from customers
- Answered questions regarding products, and offer suggestions to cross sell product.
Retention Specialist
Astro
2021.05 - 2021.08
- Skilled and meticulous Retention Specialist with an exceptional record of strong customer service
- Able to handle a wide variety of product telephone inquiries with top notch courtesy and professionalism
- Outstanding multitasked who thrives in a fast-paced high-pressure work environment
- Extensive experience in sales retention and telemarketing
- Great interpersonal skills, such as empathy and patience.
Inbound Call Centre Agent
Starhub
2021.02 - 2021.04
- Participate in activities designed to customer satisfaction and business performance
- Advising customer troubleshooting when their Telco was got issue of coverage
- Provides customer support by phone, email or instant message to consumers
- Escalates more technical product related is to the product support department.
Inbound Call Centre Agent
Food Panda
2020.03 - 2021.01
- Manage large amounts of inbound and outbound calls in a timely manner
- Follow communication "scripts" when handling different topics
- Identify customer's needs, clarify information, research every issue and provide solutions and alternatives.
Retail Assistant
Switch @ SUNWAY PYRAMID
2019.06 - 2020.02
- Being attentive to every customer's needs
- Answering telephone calls, conveying messages and monitoring the flow of e-mails from the store website
- Performing clerical and administrative duties to support the sales manager
- Ensuring that all customers are welcomed in an appropriate & timely manner.
Telemarketing
ION DELEMEN VACATION CLUB
2015.09 - 2015.11
- Handling calls from customer to asking to vacation club
- Promoting customer to sell the vacation club and creating flyers and brochure for promoting
- Emailing to customer for the details
- Conflict resolution
- Properly directed inbound calls in phone queues to improve call flow.
Education
UPSR -
SEKOLAH RENDAH TAMAN CUEPACS
2004.01 - 2009.05
PMR - undefined
SEKOLAH MENENGAH ALAM MEGAH 2
2010.01 - 2013.05
SPM - undefined
SEKOLAH MENENGAH KOTA KEMUNING
2014.01 - 2014.05
Certificate in Administrative Skills - undefined
Asia Pacific University of Technology & Innovation (APU)
2015.05 - 2016.05
Skills
Microsoft Office
Interpersonal Skills
Leadership and Teamwork
Critical thinking and problem solving
Ability to Multitask
Effective Time Management
Microsoft Excel
Ability to Work Under Pressure
Ability to Work in a Team
Communication Skills
Marketing Strategy
Call decisioning
Details
Kuala Lumpur, MALAYSIA, 08/29/97, 0183797629, rkeshan1997@gmail.com
Timeline
Help Desk Support Specialist
FGV Prodata Systems Sdn Bhd
2024.05 - 2024.07
Outbound Call Centre Agent
Maxis
2021.09 - 2023.05
Retention Specialist
Astro
2021.05 - 2021.08
Inbound Call Centre Agent
Starhub
2021.02 - 2021.04
Inbound Call Centre Agent
Food Panda
2020.03 - 2021.01
Retail Assistant
Switch @ SUNWAY PYRAMID
2019.06 - 2020.02
Telemarketing
ION DELEMEN VACATION CLUB
2015.09 - 2015.11
Certificate in Administrative Skills - undefined
Asia Pacific University of Technology & Innovation (APU)
2015.05 - 2016.05
SPM - undefined
SEKOLAH MENENGAH KOTA KEMUNING
2014.01 - 2014.05
PMR - undefined
SEKOLAH MENENGAH ALAM MEGAH 2
2010.01 - 2013.05
UPSR -
SEKOLAH RENDAH TAMAN CUEPACS
2004.01 - 2009.05
Inbound Call Centre Agent
EMA Global Assistance Sdn Bhd
6 2023 - 3 2024
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