KHASWINI KUMARI
Client Success Specialist
Kuala Lumpur
Summary
Customer Service Management Professional with over 7 years of proven success in optimizing customer experiences and leading service excellence in high-demand call center environments. Expert in strategic problem-solving, team leadership, and client retention. Committed to elevating service standards, driving operational efficiency, and mentoring teams to consistently exceed performance goals.
Overview
10
10
years of professional experience
2
2
Certifications
4
4
Languages
Work History
Customer Service Specialist
Bitget
11.2022 - Current
- Provide customer support via the ticketing system, live chat, and phone calls for a world-class cryptocurrency exchange platform.
- Address customer queries, complaints, and facilitate identification approval processes.
- Collaborate with cross-functional teams to ensure efficient issue resolution and customer satisfaction.
- Consistently meet and exceed performance metrics, including response time and issue resolution.
Customer Service Specialist
Maxis
12.2020 - 10.2022
- Delivered personalized customer experiences in a Maxis Online Store through digital lifestyle solutions demonstrated via online live streams, social videos, and live unboxing.
- Acted as a preferred partner to customers, promoting digital solutions.
- Achieved a 20% increase in customer engagement through effective live streaming and interactive sessions.
- Collaborated with the marketing team to create content that resonated with the target audience.
Customer Relationship Specialist
Herlo Consultancy
01.2019 - 12.2020
- Managed incoming calls from prospective customers, handling sales inquiries on social media and webmail.
- Persuaded clients to sign up for services and consistently met monthly sales targets.
- Resolved customer complaints promptly and effectively, maintaining a high standard of service.
- Conducted regular follow-ups with clients, resulting in a 15% increase in client retention.
Customer Service Executive
Citibank
03.2015 - 03.2018
- Provided transactional customer services, focusing on cost efficiency through process improvements and automation.
- Assisted in resolving inbound/outbound customer inquiries, demonstrating effective problem-solving and decision-making skills.
- Collaborated with the operations team to streamline processes, reducing customer wait times by 15%.
- Conducted training sessions for new team members, ensuring a smooth onboarding process and knowledge transfer.
Education
BBA - Logistics And Materials Management
Malayia University of Science And Technology
Kuala Lumpur 04.2001 -
Skills
Feedback collection
Customer relationship building
Customer retention
Negotiation
Client service optimization
Research and due diligence
Client onboarding
Teamwork and collaboration
Sales management
Customer relations
Certification
Blockchain, Web3 & AI Courses and Certifications (onging)
Timeline
Blockchain, Web3 & AI Courses and Certifications (onging)
05-2025
Certified Anti-Money Laundering Specialist | ACAMS ( ongoing)
05-2025
Customer Service Specialist
Bitget
11.2022 - Current
Customer Service Specialist
Maxis
12.2020 - 10.2022
Customer Relationship Specialist
Herlo Consultancy
01.2019 - 12.2020
Customer Service Executive
Citibank
03.2015 - 03.2018
BBA - Logistics And Materials Management
Malayia University of Science And Technology
04.2001 -