Lynnet Sathiaraj

• Improve customer service experience, create engaged customers and facilitate organic growth
• Develop service procedures, policies and standards
• Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
• Keep accurate records and document customer service actions and discussions
• Analyze statistics and compile accurate reports
• Recruit, mentor and develop customer service agents and nurture their environment where they can excel through encouragement and empowerment
• Keep ahead of industry's developments and apply best practices to areas of improvement
• Control resources and utilize assets to achieve qualitative and quantitative targets
• Adhere to and manage approved budgets
• Maintain orderly workflow according to priorities.
• Contributed significantly towards company revenue goals by up-selling products or services when appropriate during client interactions.
• Collaborated with cross-functional teams to address customer concerns, resulting holistic approach to problem solving.

Achievements

1. Improved and optimized daily outbound call from 70 calls per day to 120 calls per day (73% improvement)

2. Optimized achievements of KPI's by 25% within 3 months.

3. Improved CS and Sales process by implementing new process flow, optimizing more than 50% from previous work flow which also resulted in clearing of a backlog of 10000 enquiries being cleared within 5 weeks.

4. Automated incoming customer data which is directed to Sales team which ultimately optimized response time and total sales volume.

• Conduct effective communication with internal and external stakeholders - Supply chain, finance, regulatory, RDA and quality department in completing orders to invoice process to meet customer expectations for on-time delivery in full
• Training and development of new hires
• Attend to customer complaints and follow-up corrective actions in order to feedback to customer efficiently.
• Established reputation for providing outstanding customer support, receiving numerous accolades from both customers and colleagues.
• Assisted in development of internal training materials to improve overall team knowledge and performance.
• Supply chain, finance, regulatory, RDA and quality department in completing each order to invoice process to meet customer expectations for on-time delivery in full.
• Attend to customer complaints and follow-up corrective actions in order to feedback to customer in a timely manner.
• Partner with Sales/Commercial and cross-functional partners to deliver strategic road map for assigned customer accounts -Identify up sell opportunities and provide details to Sales/Commercial Managers
• Engage in customer visit and attend meeting as and when required -Prepare service level reports to relevant stakeholders -Handle and maintain CRM system request log in (Salesforce) -Involve in new product commercialization
• Co-ordinate business transfer project -Assist in any ad-hoc reporting if necessary -Other ad-hoc duties assigned as and when required

Achievements

1. Cultivated a dynamic work structure within the team which resulted in reduced absenteeism and promoted a healthy working environment.

2. Created playbook for work flow and process resulted in optimization in workload by 80%

3. Successfully bridged work flow processes from regulatory and finance team which resulted in optimization for cross departments by 50%

• Achieved student enrollment target given by the Management
• Manage admission for student enrollment
• Developed marketing strategies
• Planned and execute marketing activities
• Set marketing budget and hit student targets for REAL Schools
• Managed promotional material for the Schools
• Identify new business opportunities
• Spearheaded trade show presence, maximizing networking opportunities and generating valuable leads for the sales team.
• Developed and strengthen network connections with potential kindergartens, schools, customers, tuition centers, and government authorities
• Coordinate events (School/Kindergartens visits, Open/Info Days, Education Fairs)
• Handle customer care / complaints
• Managed the marketing team, setting targets and monitoring their performance.

Achievements

1. Increase Student intake by 20% by optimizing work flow within the cross functional teams.

2. Optimized Social media presence by 30% and focusing on target group.

• Handle incoming calls and outgoing calls with a high level of professionalism
• Created on-boarding process to ensure customer on-board with satisfaction
• Handle churn process to ensure handover of accounts are handled effectively
• Effective in resolving product and service problems by determining the course of the problems and offering solutions that meet and exceed the client's expectations
• Build sustainable relationships and trust with customer accounts through open and interactive communication.
• Devised innovative solutions that resolved recurring issues faced by customers, ultimately boosting satisfaction rates.
• Maintained a high level of knowledge on company products and services, enabling efficient issue resolution for customers.
• 
  

• Perform business processing transactions that are non-repetitive and involve independent thinking including data-entry in the system and issuing policy documents and billing premiums based on set guidelines.
• Analysis and investigation of accounts -Review, evaluate, verify and process work for multinational business. This includes calculation of taxes / adjustments, billing premiums and issuing policies to the client
• Communicates both verbally and/or in writing to Producing Office, -Multinational Risk Practitioner, Underwriter or clients to collect information for policy issuance
• Organize and maintain electronic databases and perform data input and maintenance -Review, investigate and rectify all the rework issue as required
• Respond to queries by Clients, producing off ice or Underwriters -Update Payments for policies and may have to communicate with other departments such as Finance / Accounting and RISO to obtain updated payment information
• Also function as a trainer for other staff
• Review, investigate and rectify all the rework issues if any
• Responds to general client and broker queries via email and calls Involve with the weekly, monthly call with the business, regional on the outstanding accounts
• Preparing reports as and when required by management
• Streamlined account management processes for increased efficiency and accuracy in financial reporting.

• In-flight: Managing and ensuring crew carries out pre-flight safety checks with diligence and in accordance with company's safety procedures and protocols
• Coordinates the operation and service flow during in-flight service while ensuring that customer satisfaction is kept to the highest standard at all times
• Managing conflict and complaint resolution effectively and in a timely manner
• Ground Duties: Trained and mentored new recruits on company policies, air regulatory and equipping crew with the right product knowledge to perform duties on-board
• Also coaching crew on effective customer handling tactics and skills
• Involved with the planning and implementation of new cabin and galley products on-board our new aircraft
• Involved with planning and curating better workflow and safety processes to increase crew efficiency and overall performance on-board an aircraft.
• Coordinated efficient meal services by working closely with catering teams before takeoff.
• Ensured safety and comfort of passengers by conducting pre-flight checks and demonstrating emergency procedures.
• Streamlined boarding process by efficiently checking identification documents and guiding passengers through security checkpoints.
• Assisted travelers with special needs, providing compassionate care while ensuring their safety throughout the journey.
• Collaborated with pilots and other crew members to ensure smooth communication and coordination during flights.