KEVIN LOURDESAMY
Ayer Itam
Summary
With 8 years of customer service experience, I am conscientious, hardworking, great in a team, and always ready for a challenge. Providing outstanding customer service skills, problem-solving, and organization. Seeking a fast-paced work environment with opportunities to improve customer satisfaction.
Overview
9
9
years of professional experience
Work History
Marketing Associate
UST Global (based Intel)
06.2022 - Current
- Perform marketing creatives review for Intel customers before the marketing campaign goes live
- Support customers with marketing query regarding budget and marketing campaign received via email and ServiceNow application
- Generate marketing campaign budget related reports based on customer’s needs
- Send weekly marketing claim report for customer for claims that needs resubmission including the reason for resubmission
- Assist customer with technical issue in Salesforce regarding marketing campaigns activities, customer claims and insufficient budget
- Send marketing statistics report to Account managers to check the query trends from different OEMs.
Design Centre Admin
DSS Software Solutions (based Intel)
02.2021 - 04.2022
- Conducted space audits for over 15 Malaysia Design Center Lab at Intel to ensure the space utilization is above 80% and provide suggestion to lab managers on the methods to increase utilization
- Prepared analysis report for Pre-production Hardware for monthly recovery of the assets which belongs to Inventory lab from Product Development Engineers
- Conducted 6S audit for Intel Inventory Lab to ensure safety of the lab
- Created Sharepoint pages for various Malaysia Design Centre Lab business groups.
Customer Service Specialist ANZ
Dell Technologies
06.2018 - 10.2020
- Supported consumers, public and large enterprise clients (Australia and New Zealand) - over 100 cases per week via call, email, and chat
- Solved pre-delivery and post-delivery issues when orders do not arrive on the customer's order arrival date by communicating with Logistic Partners
- Expedite order with Logistic Partners for customer that request for early delivery of order
- Run refund and replacement process for customers on lost or damaged orders.
Customer Support HR Learning and Development (Shared Service Centre)
Intel Microelectronics
11.2016 - 06.2018
- Responsible in creating and processing classes for employees and resolve HR Learning & Development related issues
- Handled and resolved Service Now tickets submitted by employees
- Designed new processes and improved existing processes using while efficiency and effectiveness are the key drivers
- Runs reports to ensure that all the classes setup in Saba is created correctly before released online for employee registration.
Technical Support
Dell Technologies
10.2015 - 10.2016
- Handled and resolved customer calls on technical difficulties and general enquiry on Dell laptop or desktop (over 30 cases on daily basis)
- Arrange onsite service for dell laptop or desktop that is still under warranty and ensure the issue is resolved within estimated SLA
- Run refund and replacement process for customers on hardware faulty orders.
Education
Bachelor of Business Management -
Wawasan Open University
Penang, Malaysia07.2025
Diploma in Computer Engineering -
Penang Skills Development Centre
Penang, Malaysia07.2017
Skills
Marketing campaign development
Branding
Time Management
Strategic Thinking
Lab Inventory Management
Space Inventory Management
Training and Development Planning
Employee Training and Development
Customer Relationship Management
Call center experience
Customer Retention
Shipping coordination
Accomplishments
- Technical support Q3 best customer satisfaction response
- HR learning and development Q1 best performer
- Recognition for Training Content Creation
References
Available on request.
Timeline
Marketing Associate
UST Global (based Intel)
06.2022 - Current
Design Centre Admin
DSS Software Solutions (based Intel)
02.2021 - 04.2022
Customer Service Specialist ANZ
Dell Technologies
06.2018 - 10.2020
Customer Support HR Learning and Development (Shared Service Centre)
Intel Microelectronics
11.2016 - 06.2018
Technical Support
Dell Technologies
10.2015 - 10.2016
Bachelor of Business Management -
Wawasan Open University
Diploma in Computer Engineering -
Penang Skills Development Centre
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