Keshen Arjunan
Selangor
Summary
Qualified Team Lead with extensive background in advanced management processes. Utilizes superior communication skills to build meaningful, trusting relationships that exceed client demands. Highly skilled project manager with outstanding team leadership abilities to meet targets consistently. I love the quote "You miss the 100% of the shots you didn't take". It means that there is always risks in life ,but if you don't put yourself out there and try , you'll just completely mis out and that's 0% chances of gaining. In other words , I have to take action if I want to succeed. These are the very words I live by.
Overview
7
7
years of professional experience
Work History
Senior Customer Service Representative SME
Transcosmos
06.2023 - 03.2025
- Overseeing customer service team to ensure all KPIs are met
- Ensure the team adheres to the SOPs and to deliver high quality services to our clients
- Monitor the Service level Agreement (SLA) as agreed by our Client, and to report any issues that arise on the floor effectively and efficiently
- Continuously monitor agents’ performances, and to provide consistent and regular feedback to them
- Responsible to generate hourly report, and to take action appropriately to maintain SLA
- Always ready and proactive in suggesting any improvement plans to the management
- To monitor agents attendance and to ensure the team strictly adheres to call centre guidelines.
- Manages SOP of Live Chat as constant changes were required for better customer experience.
- Audit agents chat conversation with the customers to ensure the agents engages in a professional way based on the processes and procedures.
- Validate bad rates received by the agents and provide further training and coaching to maintain team performances.
- Monitor the daily departmental operation and arranged them accordingly.
- Involvement in a monthly report for operation further improvement.
- Monthly and Weekly Quality Assurance report and training for the agents to meet their KPI.
- Lead the team to ensure alignment and manage overall responsibilities for smooth operation.
- Ensure Product Knowledge is up to date to further assist agent on their queries
- Ensure the attendance rate is sufficient for daily operation
Senior Customer Experience
GRAB TEKSI SDN BHD
12.2021 - 01.2023
- Answering customers' inquiries via Chat & Email. Providing the right information.
- Making outbound transactions to customers to learn about and address their needs, complaints, or other issues with products or services.
- Responding efficiently and accurately to customers, explaining possible solutions, and ensuring that customers feel supported and valued.
- Engaging in active listening with customers, confirming or clarifying information and diffusing angry customers, as needed.
- Communicates with other departments to answer customers’ inquiries, solve their problems and full fill their needs.
- Building last long relationships with clients and other team members based on trust and reliability.
- Understanding and striving to meet or exceed metrics while providing excellent consistent customer service.
- Making sales or recommendations for services that may beer suit customers’ needs.
- (Additional Project MCB & Manager Call Back Team)
- Handling high escalation cases and providing a better resolution.
- Attended Crisis Management Training and learned how to handle emergency cases.
- Monitoring agents performance on a daily basis based on PLC report.
- Manages SOP of Live Chat as constant changes were required for better customer experience.
Help Desk Analyst
Getronics
06.2021 - 11.2021
- Maintained system capabilities by testing computer components
- Provided supervisors with updated equipment inventory documentation
- Evaluated expansions or enhancements by studying workload and capacity of computer system
- Created historical records, documenting hardware and software changes and revisions
- Provided clear and concise step-by-step technical support to guide clients during process.
- Assisted customers by troubleshooting and resolving technical problems.
- Logged and completed reports to submit technical details to management.
- Aided management in designing training manuals for usage and troubleshooting.
- Participate in in-person meetings with customers to assess and diagnose hardware problems.
Customer Support
HSBC Electronic Data Processing
07.2019 - 03.2021
- Upsold customers on new and existing products to boost sales conversions.
- Developed strong knowledge of FCA guidelines, performing work to high ethical standards.
- Assisted customers identify and develop bespoke insurance packages tailored to their needs.
- Used active listening and probing questioning techniques to understand client needs and recommend insurance options.
- Recorded all customer interactions precisely, producing accurate records for service improvements.
- Employed knowledge of latest company policies, escalating critical issues and monitoring queries in line with best practices.
- Upheld privacy and security requirements established by national legislation.
- Established warm and friendly rapport whilst interacting with customers by phone, email and on live chat.
- Provided friendly, attentive service by promptly responding to customer enquiries and processing order requests.
- Input customer information, call notes and personal data onto internal database.
Assistant Team Leader
Ninja VAN Customer Service
08.2018 - 06.2019
- Inspired teams to achieve or exceed goals through regular motivation, implementing loyalty incentives and facilitating team-building activities.
- Served as customer service team lead, enforcing company policies, answering co-workers' questions and training new staff.
- Maintained excellent employee relationships by cultivating supportive, positive and helpful working environment.
- Completed audits and risk assessments to achieve regulatory compliance.
- Developed open and professional relationships with team members to facilitate effective issue resolution.
- Closely monitored team performance by conducting observations and tracking key metrics, identifying and managing underachievers appropriately.
- Delivered quality service with friendly and professional demeanour.
- Planned employee workloads and delegated tasks strategically to meet seasonal fluctuations in demand.
- Led staff meetings to delegate tasks, assign workloads and communicate changing priorities.
- Evaluated team performance and provided constructive feedback to improve daily goal achievement.
- Integrated process improvements to optimise overall workflow and efficiency.
- Offered constructive feedback to employees in response to quality assurance measures.
Education
Diploma - Retail Management
TECH TERRAIN COLLEGE
Skills
- Leadership development
- Team building
- Organizational leadership
- Troubleshooting
- Project management
- Analytical skills
- Fast Learning Problem Solving
References
Nurfarhana, farhana.faizu@shopeemobile-external.com, +6017-5894867, Transcosmos
Timeline
Senior Customer Service Representative SME
Transcosmos
06.2023 - 03.2025
Senior Customer Experience
GRAB TEKSI SDN BHD
12.2021 - 01.2023
Help Desk Analyst
Getronics
06.2021 - 11.2021
Customer Support
HSBC Electronic Data Processing
07.2019 - 03.2021
Assistant Team Leader
Ninja VAN Customer Service
08.2018 - 06.2019
Diploma - Retail Management
TECH TERRAIN COLLEGE
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