KUNALAN GANESAN
Petaling Jaya
Summary
Dynamic and professional Customer Service Specialist with extensive experience in resolving escalated customer complaints and issues. Recognized for exceptional interpersonal skills, supported by numerous customer satisfaction accolades and peer recognition awards. Creative problem solver with a proven track record of developing a customer retention program that increased loyalty by 20%. Actively pursuing opportunities as a Customer Service Team Supervisor or roles that facilitate advancement into management positions.
Overview
5
5
years of professional experience
Work History
Senior Customer support
Gx Bank
06.2023 - 08.2025
- Provide real-time human-assisted customer support via various channels including but not limited to voice, live chat, email, social media, L1 and L2 support, handle enquiries and resolve any issues while building and maintaining good relationship with Digibank customers in Malaysia.
- Guided customers in using the Digibank application and resolved issues according to Standard Operation Procedures (SOP), resolution solutions, and ongoing process improvements.
- Follow through and escalate to internal and/or external parties as necessary to resolve any issues from our customers.
- Collaborate closely with the CS operations team and SMEs in the delivery of relevant customer support initiatives.
- Be vigilant to spot risks, security or fraud issues throughout the contact with the customer and alert the respective teams as required.
Customer Escalation support
Grab Pte.Ltd
05.2022 - 05.2023
- We are looking for a dedicated and customer-oriented individual to join our Shopee team as a Customer Service Representative. In this role, you will provide top-notch support to Shopee users, including buyers and sellers, ensuring a seamless shopping experience. The ideal candidate is detail oriented, a great communicator, and passionate about resolving issues efficiently.
- Assist buyers and sellers with inquiries via chat, email, or phone regarding orders, payments, shipping, returns, or platform features.
- Monitor order statuses, resolve failed transactions, and provide updates on shipping and delivery schedules.
- Consistently meet or exceed service targets, such as response time, resolution rates, and customer satisfaction scores.
Customer Support Executive
Shopee
01.2021 - 06.2022
- Grab Support team provides 24/7 assistance to our Grab Partners, including drivers, passengers, and merchants, in using Grab's products. Our dedicated team handles service inquiries and resolves disputes, delivering exceptional customer service and promoting relationships.
- Gather feedback from drivers and passengers, observe front-line issues such as booking cancellation reasons, etc., and report promptly to the supervisor.
- Escalate complex issues to the appropriate department or supervisor as needed.
- Handle complaints such as late deliveries, incorrect orders, or app glitches, ensuring all issues are resolved promptly and satisfactorily.
- Assist delivery partners with navigation, payment issues, or technical challenges in real-time.
- Support restaurant partners in managing orders, menu updates, or troubleshooting system issues.
Education
SPM -
SMK Sri Utama
Certificate - Business Adminstrator
DHRRA
IT Boot Camp
Monash University
Certificate - Customer Experience Program
Peoplelogy
Skills
- Microsoft Office
- Sales Force
- CRM
- Zendesk
- Appian
- Slack
- Computer knowledge
- Typing Skills
- Customer handling skills
- Virtual Machine
- Teamwork and collaboration
- Friendly, positive attitude
Languages
Tamil
Full Professional
English
Full Professional
Malay
Full Professional
Awards
- Highest QA score
- Best CSAT
- Excellent customer Support
- Compliment from the customers
- Best Performance Award
References
- Shalini TL/Manager, 012-3266349
- Mr Prasanth Nair, OM / Manager, 017-3237778
Timeline
Senior Customer support
Gx Bank
06.2023 - 08.2025
Customer Escalation support
Grab Pte.Ltd
05.2022 - 05.2023
Customer Support Executive
Shopee
01.2021 - 06.2022
SPM -
SMK Sri Utama
Certificate - Business Adminstrator
DHRRA
IT Boot Camp
Monash University
Certificate - Customer Experience Program
Peoplelogy