Siva Darshni
Participations Analyst
Kuala Lumpur
Summary
Over six (6) years of experience in fast-paced customer service environment and data management. Exceptional communication, problem-solving, and conflict resolution/de-escalation skills. Highly familiar with the product niche. Good knowledge in customer service procedures, and data screening/management.
Overview
6
6
years of professional experience
3
3
Languages
Work History
Participations Analyst
Concentrix
06.2020 - Current
- Ensuring a rapid transformation of any accreditation related matter to the market through the Agency Information Relay Service.
- Ensuring operational excellence by supporting the BPO conveying one IATA brand experience; in collaboration with the BPO, ensure the delivery of IATA service promise (common metrics and KPIs).
- Manage closures, IRIS/Banking Updates, Direct Debit Set Up, Certificates Dangerous Goods Regulations, Payment Card Industry Data Security Standards, IATAN (International Airlines Travel Agent Network), Voluntary More Frequent Remittance, and General Sales Agent codes.
- Support Agency Management process including making required changes in all associated systems.
- Manage Risk Management process (Non-compliance, Salesforce Irregularity Default & Reinstatement Administration (SIDRA) & SIDRA Lite) including irregularities, financial assessments, financial security, suspension, defaults, terminations, and reinstatements; (Execute timely execution of compliance actions raised by other support teams, such as Remittance and Settlement, Agency Settlement Risk , Invoicing & Collection).
- Provide support to BPO, agents and field offices on all accreditation related matters.
Customer Service Executive
Redberry Contact Centre Sdn Bhd
01.2020 - 05.2020
- Described product and service details to customers to provide information on benefits and advantages.
- Managed high volume of inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Customer Management Consultant
UTS Solutions Sdn Bhd
09.2019 - 01.2020
- Conducting outbound calls to customers to provide information/details about donation services for NGO project.
- Developing relationships with customers to ensure total customers satisfaction.
- Ensuring daily and monthly KPIs are met and exceeded.
- To follow up, complete and submit customer’s application timely.
- Ensuring high service standards by making sure all presentation to customers are in accordance to given product guide and script.
Team Leader
Vendorluxe Sdn Bhd
09.2018 - 06.2019
- Develop and implement telemarketing strategies and campaigns to generate leads, increase sales, and meet monthly targets.
- Oversee a team of telemarketers, providing guidance, coaching, and training to maximise their performance.
- Monitor and evaluate telemarketing calls to ensure quality standards are met and provide feedback to improve performance.
- Creating and maintaining a positive and motivating work environment that encourages team collaboration and individual growth.
- Conducting regular sales meetings to review progress, share best practices, and provide training on new promotions.
- Analyse sales data and metrics to identify trends, opportunities, and areas for improvement.
- Track and report on telemarketing performance and present findings to senior management.
- Ensure compliance with relevant laws, regulations, and company policies during telemarketing activities.
Headquarters Supervisor
Lulu Money Exchange Sdn Bhd
12.2017 - 08.2018
- Maintaining positive, emphathic, professional, toward customers at all times.
- Collecting money from the customers and remitting to requested countries via Western Union or Lulu remittance system.
- Balancing currencies, coins and checks in cash by calculating daily transactions.
- Resolving problems or discrepancies concerning customers accounts.
- Performing clerical tasks such as documentation and filing.
- Sending out daily reports to the managers before shift end.
- Quoting unit exchange rates, following daily international rate sheets or computer displays.
- Providing weekly/monthly training to front-liners on compliance and Anti Money-Laundering (AMLA) updates.
- Ensuring compliance with relevant laws, Bank Negara Malaysia regulations, and company policies during remittance activities.
Education
Bachelors of Psychology With Honours - Psychology
Open University Malaysia (OUM)
Kuala Lumpur 01.2025
High School Diploma -
SMK Convent Sentul
Kuala Lumpur, Malaysia12.2015
High School Diploma -
SMK Tinggi Setapak
Kuala Lumpur12.2017
Skills
Team Collaboration and Leadership
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Participations Analyst
Concentrix
06.2020 - Current
Customer Service Executive
Redberry Contact Centre Sdn Bhd
01.2020 - 05.2020
Customer Management Consultant
UTS Solutions Sdn Bhd
09.2019 - 01.2020
Team Leader
Vendorluxe Sdn Bhd
09.2018 - 06.2019
Headquarters Supervisor
Lulu Money Exchange Sdn Bhd
12.2017 - 08.2018
Bachelors of Psychology With Honours - Psychology
Open University Malaysia (OUM)
High School Diploma -
SMK Convent Sentul
High School Diploma -
SMK Tinggi Setapak
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