Khavinn a/l Balasubramaniam
Taman Klang Utama,Selangor
Summary
With all due respect, I am Khavinn a/l Balasubramaniam, and I am looking for an entry-level employment and career with a progressive organization that will allow me to utilize and develop my talents in the field of information technology (IT). I am keen to be pushed in order to advance and develop my IT skills. My greatest passion in life is to study and apply new knowledge.I would be delighted and glad to be considered for the opportunity to work and contribute to this highly regarded institution. Thank you so much for your time and consideration.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Customer Experience Specialist
One utama (Ara Damansara)
06.2022 - Current
- Provide quality customer support (24/7) through Voice and Digital channels for our customers through Zendesk portal
- Monitor various company communication channels including call center, social media, web enquiries, etc., and respond appropriately in a timely manner
- Gather feedback from drivers and passengers, observe front-line issues such as booking cancellation reasons, etc
- And report promptly to supervisor
- Perform ad-hoc tasks as required by the team to improve overall business such as market research, service quality audit
- Manage SLA of handling tickets and calls
- Perform first handle accidents issues and driver refund claim, escalating L2 for claim process
- Perform L2 and L3 for IRT -team managing tickets SLA
- Handle manager call back tasks as part of a customer dispute
- Handle Merchant Tasks via Live Chat and Email
- Manage merchant accounts and reset their Grab passwords
- Help merchants to generate their tax invoices and statements
- Assist merchants on their account registration as a Grab Merchant
- Handle any complaints that merchants may bring to our attention
MAXIS (MAXPERT)
Klang
12.2021 - 05.2022
- Offers business customers best-in-class solution expertise such as the end-to-end resolution of issues, basic setup and configurations, password resets, product navigational assistance and remote troubleshooting for a range of selected Maxis solutions
- Delivering customer needs and provide the best solutions for them
- One-to-one customization to understand family's Internet needs before setting up Wifi connection at home
- Daily tasks include customer service and outdoor sales, up selling and cross selling at the right timing
- Provide superfast5g connection to Kanon Router5g ad configuration
Technical Support
Startek (AraDamansara)
01.2021 - 11.2021
- Responds to customer inquiries regarding service, billing, equipment, features, activations, and/or changes to account information taken via telephone, mailings, fax, or e-mail
- Utilizes computer/on-line guidelines in responding to customer inquiries
- Informs customers about services available and assesses customer needs
- Handles customer problems related to product function or the replacement of defective parts
- Completes, processes, and maintains applicable paperwork and records
- Perform SLA tickets and24/7 support tickets
Customer Agent
Startek
AraDamansara
04.2020 - 10.2020
- Handling incoming calls and esquires from customers with demonstration of excellent customer service skills to meet and exceed customers expectation
- Follow up and resolve customers’ complaints and ensure it is close to satisfaction
- Work closely with team members and leaders at all the time to achieve quality results and productivity
- Raise tickets and solve the customer issues on time
- Perform SLA tickets and24/7 support tickets
Technician
ARA DAMANSARA
09.2019 - 03.2020
- Role: Installation and configuration of smart home hardware and software
- Develop smart solutions that are customized to clients’ needs and desire
- Install Alexa or Google to operate the smart home devices as the clients needs through voice commands
- Install and configure CCTV and Smart Home Door locks
- Maintenance & Troubleshooting of CMS Server
- Troubleshooting Internet Connections & Ethernet Cable Wifi
Education
BACHELOR - COMPUTER FORENSIC
SHAH ALAM01.2018
DIPLOMA - COMPUTER FORENSIC
SHAH ALAM01.2016
Skills
- Microsoft Office
- Communication skills
- Data Analysis
- Software (SQL,TMS,WMS)
- Microsoft Excel
Certification
- COMPUTER FORENSIC WORKSHOP CHALLENGE
- CERTIFIED NETWORK ENGINEER FOR IPV6(SILVER)
Projects
IMAGE ENCRYPTION FOR INTERNET SECURE TRANSFER, IMAGE BACKUP STORAGE
Extracurricular Activities
MSU FUTSAL LEAUGUE MOBILE SECURITY,PRIVACY&FUTURE CHALLENGES
Languages
English
Beginner
A1
Malay
Beginner
A1
Timeline
Customer Experience Specialist
One utama (Ara Damansara)
06.2022 - Current
MAXIS (MAXPERT)
12.2021 - 05.2022
Technical Support
Startek (AraDamansara)
01.2021 - 11.2021
Customer Agent
Startek
04.2020 - 10.2020
Technician
09.2019 - 03.2020