Lavanyaa Palani
Customer Services
BUTTERWORTH,bagan ajam
Summary
I hold a Diploma in corporate administration, and I have vast experience in the customer service industry. With that, I have approximately 6 years of working experience at a customer services field. Currently, I am attached with a Teleperformance. I have adopted EBS, Fresh Helpdesk and Siebiel,Pandora and Helpshift a customer service software. By using this we are very determined to solve customer inquiries and access client information very quickly. Apart from that, I am discipline, Flexible and punctual at the workplace. I believe in exploring more to enhance my skills further with an esteemed organization that can shape me with future demands and skills. With this, I am always willing to learn and embrace challenges as they come. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Professional with strong background in customer service, ready to deliver impactful results. Capable of handling complex customer interactions with empathy and efficiency, adept at problem-solving, and skilled in communication. Valued team player known for adaptability and fostering collaborative environments. Proficient in conflict resolution, CRM systems, and multi-channel support.
Overview
3
3
years of professional experience
6
6
years of post-secondary education
Work History
Customer Service Executive
Teleperformance
George Town, Penang
2024.04 - Current
- Managed high volume of inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues.
- Described product and service details to customers to provide information on benefits and advantages.
- Reduced average call time through efficient problem-solving skills without sacrificing quality of service provided.
CUSTOMER SERVICE EXECUTIVE
TDC BPO
Kuala Lumpur, Kuala Lumpur
2022.12 - 2024.01
- Handling inbound, and outbound calls, emails and live chat
- Supporting general inquiries and technical support for SAMSUNG products under Singapore
- Per day the calls can lead to 30-40
- Email must complete 25 per day depending on the call queue
- Developed effective strategies for managing challenging situations, resulting in positive outcomes for both customers and the organization.
CUSTOMER SERVICE EXECUTIVE
AEGIS BPO
2018.09 - 2022.12
- Handling Inbound and Outbound calls including emails
- Handling business customer-related matters
- Provided customers with quality assistance through phone calls and emails
- Accurately verified information and updated information databases as necessary
- We have to follow the service-level agreement of 24 hours in reply or assisting the customer to inquire because we are mostly assisting a wide range of Singapore Corporate Companies
- Maintaining a positive, empathetic, and professional attitude toward customers at all times
- Communicating with customers through various channels
- Acknowledging and resolving customer complaints
- Knowing our products inside and out so that you can answer questions
- Processing orders, forms, applications, and requests
- Keeping records of customer interactions, transactions, comments, and complaints
- Communicating and coordinating with colleagues as necessary
- Providing feedback on the efficiency of the customer service process
- Managing a team of junior customer service representatives
- Ensure customer satisfaction and provide professional customer support
PROMOTER
AEON IOI MALL
Bandar Puchong Jaya, Selangor
2016.01 - 2017.04
- To assist the Section Leader that runs the respective department
- Welcome and provide good service to customers
- Ensure goods are well displayed
- Ensure that any promotion held is being carried out smoothly
- Handle payments, to conduct cashiering jobs based on a rotation schedule
- To help in the receiving of goods when they arrive and to check the merchandise before storing it in the storeroom
- Managed promotional booth setup, creating attractive displays to draw in potential customers.
OPERATOR
Professional Company Sdn.Bhd
2015.01 - 2015.05
- Set up the production equipment and supplies before executing the job orders
- Operate equipment safely and effectively for production processing
- Ensure that equipment is maintained in good and safe working condition
- Final Checked, packed and sent sealed item
Education
DIPLOMA - CORPORATE ADMINISTARTION
KOLEJ MASA
Bandar Puchong Jaya, 10 2015.06 - 2018.11
SPM and PMR - Spm
STMARK BUTTERWORTH
Bagan Serai, 08 2010.01 - 2014.12
UPSR - Upsr
Sekolah Kebangsaan Bagan Ajam
Bagan Serai, 08 2004.01 - 2009.12
Bachelor of Business Administration (Honours) - Digital Marketing
Universiti Tun Abdul Razak
Kuala Lumpur, 14 2022.07 - Current
Skills
Microsoft Words
Microsoft PowerPoint
Issue escalation
Online chat and email
Customer engagement
Team collaboration
Personal Information
- Place of Birth: Bukit Mertajam
- Date of Birth: 02/15/97
- Gender: Female
- Nationality: Malaysian
- Driving License: D
- Marital Status: Single
Timeline
Customer Service Executive
Teleperformance
2024.04 - Current
CUSTOMER SERVICE EXECUTIVE
TDC BPO
2022.12 - 2024.01
Bachelor of Business Administration (Honours) - Digital Marketing
Universiti Tun Abdul Razak
2022.07 - Current
CUSTOMER SERVICE EXECUTIVE
AEGIS BPO
2018.09 - 2022.12
PROMOTER
AEON IOI MALL
2016.01 - 2017.04
DIPLOMA - CORPORATE ADMINISTARTION
KOLEJ MASA
2015.06 - 2018.11
OPERATOR
Professional Company Sdn.Bhd
2015.01 - 2015.05
SPM and PMR - Spm
STMARK BUTTERWORTH
2010.01 - 2014.12
UPSR - Upsr
Sekolah Kebangsaan Bagan Ajam
2004.01 - 2009.12