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
05.2024 - 07.2024
- 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
09.2021 - 05.2023
- 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
05.2021 - 08.2021
- 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
02.2021 - 04.2021
- 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
03.2020 - 01.2021
- 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
06.2019 - 02.2020
- 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
09.2015 - 11.2015
- 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
01.2004 - 05.2009
PMR - undefined
SEKOLAH MENENGAH ALAM MEGAH 2
01.2010 - 05.2013
SPM - undefined
SEKOLAH MENENGAH KOTA KEMUNING
01.2014 - 05.2014
Certificate in Administrative Skills - undefined
Asia Pacific University of Technology & Innovation (APU)
05.2015 - 05.2016
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
05.2024 - 07.2024
Outbound Call Centre Agent
Maxis
09.2021 - 05.2023
Retention Specialist
Astro
05.2021 - 08.2021
Inbound Call Centre Agent
Starhub
02.2021 - 04.2021
Inbound Call Centre Agent
Food Panda
03.2020 - 01.2021
Retail Assistant
Switch @ SUNWAY PYRAMID
06.2019 - 02.2020
Telemarketing
ION DELEMEN VACATION CLUB
09.2015 - 11.2015
Certificate in Administrative Skills - undefined
Asia Pacific University of Technology & Innovation (APU)
05.2015 - 05.2016
SPM - undefined
SEKOLAH MENENGAH KOTA KEMUNING
01.2014 - 05.2014
PMR - undefined
SEKOLAH MENENGAH ALAM MEGAH 2
01.2010 - 05.2013
UPSR -
SEKOLAH RENDAH TAMAN CUEPACS
01.2004 - 05.2009
Inbound Call Centre Agent
EMA Global Assistance Sdn Bhd
6 2023 - 3 2024
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