MEYURI MORITHI
PENANG
Summary
Subject Matter Expert recognized for exceptional productivity and efficient task execution. Specializes in analytical problem-solving and innovative solution development. Demonstrates strong communication skills and adaptability to manage complex projects effectively.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Subject Matter Expert (GAME MASTER)
Teleperformance Malaysia
PENANG
02.2024 - Current
- Enhanced agent performance through coaching on effective ticket handling techniques.
- Handled escalations of complex cases, achieving prompt resolutions and customer satisfaction.
- Performed regular health checks to identify areas of customer dissatisfaction with tickets.
- Assisted agents in managing tickets across three games, improving overall workflow efficiency.
- Generated monthly business reports from Tableau data to provide actionable insights.
Subject Matter Expert (GAME CHAMPION)
Teleperformance Malaysia
PENANG
04.2022 - 02.2024
- Coached agents on effective ticket handling techniques to enhance performance.
- Managed escalations for complex cases, ensuring prompt resolutions and customer satisfaction.
- Conducted regular health checks to identify and resolve customer dissatisfaction with tickets.
- Supported agents in daily ticket handling for two games, improving workflow efficiency.
- Prepared monthly business reports using Qliksense data for strategic insights.
- Facilitated training sessions and focused group discussions on game updates and procedures.
- Collaborated with vendors and stakeholders to drive enhancements in game quality.
- Implemented strategies to capitalize on new opportunities.
Customer Service Officer (GAME AMBASSADOR)
Teleperformance Malaysia
PENANG
06.2020 - 04.2022
- Responded to customer queries promptly and accurately through email and chat.
- Identified customer needs and guided usage of specific product features.
- Updated internal databases with records of technical issues and valuable customer interactions.
- Shared feature requests and effective workarounds among team members to enhance service delivery.
- Informed customers about new features and functionalities to improve user experience.
- Followed up with customers to confirm resolution of all technical issues.
Customer Service Officer (TRAVEL RESERVATION)
Teleperformance Malaysia
PENANG
01.2020 - 06.2020
- Facilitated global customer support via telephone, email, and live chat to boost satisfaction.
- Guided customers in utilizing app and website features for flight searches and refund status.
- Processed cancellation requests and refunds efficiently to enhance service delivery.
- Delivered accurate information promptly in response to customer inquiries.
- Maintained comprehensive records to ensure up-to-date information.
- Strengthened customer loyalty through follow-up calls regarding reported product issues.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Resolved customer issues in an efficient and timely manner.
Refund Officer
AirAsia Global Shared Services (AGSS)
PENANG
04.2018 - 01.2020
- Processed guest refund requests through rigorous validation procedures.
- Maintained constant communication with banks and financiers to track refund statuses.
- Executed rejection and reversal for declined refund payments efficiently.
- Updated guests and internal Air Asia teams on refund status via email.
- Responded promptly to email inquiries regarding refunds.
- Prepared documentation for legal team to address over-refunded payments as needed.
Social Worker
Women's Centre for Change
PENANG
11.2016 - 12.2018
- Conducted face-to-face, follow-up, and telephone counseling for women and children experiencing domestic violence and sexual assault.
- Provided counseling for marital and relationship issues, addressing various social concerns.
- Delivered legal information and relevant resources to clients in need.
- Prepared case notes and documentation for attended cases, ensuring accurate records.
- Accompanied clients to lodge police reports and visit One Stop Crisis Centre for immediate intervention.
- Liaised with JKM child protectors and court staff to arrange pre-trial briefings and familiarize clients with court procedures.
- Implemented outreach programs on sexual assault prevention in primary schools and children's homes.
- Contributed articles to quarterly office newsletters, enhancing community awareness.
- Implemented social service interventions to achieve treatment goals and address client needs.
- Maintained lists of resources helpful to clients.
- Collaborated with state agencies and benefits coordinators to develop individualized plans for each case.
- Evaluated and addressed individual client needs and concerns.
- Counseled and prepared residents for transition to independent living.
- Interviewed clients individually and in family groups to determine services to best address specific needs.
- Assessed clients for neglect and abusive situations to compile documentation for court hearings and reports.
- Provided supportive counseling services for victims of abuse or neglect.
- Educated clients about the impact of trauma on mental health and well-being.
- Composed or prepared correspondence, case notes and narratives with computer-based applications.
- Used active listening skills and supportive diction to cultivate client rapport and open communication.
Conveyancing Clerk
HOE & MOIRA
PENANG
11.2012 - 09.2015
- Drafted legal agreements for property sales and purchases.
- Compiled and organized information for complaints and discovery requests.
- Prepared legal documents for bank loans to facilitate financing.
- Managed calendar entries for court dates, meetings, and deadlines.
- Conducted legal research on statutes and regulations to support case strategies.
- Maintained client confidentiality to uphold law firm's reputation.
- Facilitated communication between clients, banks, developers, and government entities.
- Reviewed and prepared various legal documents such as contracts and deeds.
Conveyancing Clerk
MAY CHAN EIZA & Co
PENANG
01.2010 - 11.2012
- Prepared legal agreements for property sales and purchases with precision and compliance.
- Drafted comprehensive legal documents, including complaints, declarations, and discovery requests.
- Created bank loan documentation in adherence to regulatory standards.
- Maintained calendar by updating court dates, meetings, and deadlines efficiently.
- Ensured confidentiality of client information, safeguarding firm's reputation.
- Communicated consistently with clients, banks, developers, and government offices to facilitate transactions.
- Reviewed title deeds and verified land registry accuracy before finalizing transactions.
Administrative Assistant
MAA Assurance Berhad (Sara & Associates)
PENANG
02.2009 - 10.2009
- Provided clerical and administrative support to enhance team operations.
- Managed internal and external communications to ensure clarity and responsiveness.
- Organized and coordinated meetings, workshops, and conferences, securing venues and supplies.
- Oversaw sorting and distribution of incoming and outgoing correspondence for agents and clients.
- Handled new submissions of cases and client claims to facilitate timely processing.
- Maintained organized records of confidential documents according to established protocols.
- Streamlined office operations through improved tracking of staff correspondence and data communications.
Administrative Assistant
ING Assurance Berhad (Jutawan Agency)
PENANG
01.2008 - 01.2009
- Provided clerical and administrative support to enhance team efficiency.
- Coordinated internal and external communications to facilitate information flow.
- Organized and scheduled meetings to optimize team collaboration.
- Managed clerical tasks for agents, ensuring accurate documentation.
- Processed new case submissions and client claims effectively.
- Sorted and distributed incoming and outgoing correspondence promptly.
- Oversaw staff correspondence and record tracking, improving office automation.
- Handled confidential documents according to established protocols, ensuring security.
Core Crew Leader
Golden Arches Restaurant, McDonald's Malaysia
PENANG
09.2004 - 08.2008
- Operated cash register, processing currency and credit transactions accurately and swiftly.
- Managed drive-thru operations to ensure efficient service delivery.
- Prepared food items while following safe food handling procedures and presentation standards.
- Maintained exceptional customer service standards during high-volume, fast-paced periods.
- Led ground operations as crew leader, ensuring smooth store functionality.
- Assisted management with inventory control and stock replenishment activities.
- Resolved customer complaints promptly and professionally to enhance satisfaction.
- Trained new crew members on best practices and operational procedures.
Education
BACHELORS OF JURISPRUDENCE - Law
UNIVERSITY MALAYA
KUALA LUMPUR12-2025
DIPLOMA IN MINISTRY -
RHEMA EVANGELICAL BIBLE SCHOOL
PENANG12.2023
A-LEVEL - Law
CAMBRIDGE INTERNATIONAL EXAMINATIONS (EXTERNAL)
PENANG12.2013
Skills
- Excel proficiency
- Customer service excellence
- Effective communication
- Critical thinking skills
- Report writing expertise
- Team collaboration
- Issue research and resolution
- Written communication skills
- Customer focus strategies
- Multitasking ability
- Interpersonal effectiveness
- Problem-solving techniques
- Service issue troubleshooting
- Performance metrics analysis
- Vendor management
- Legal research
- Contract drafting
- Customer service
- Report writing
- Critical thinking
- Issue research
- Written communication
- Adaptability and flexibility
- Attention to detail
- Analytical thinking
- Customer focus
- Interpersonal skills
- Contract negotiation
- Problem-solving
- Continuous improvement
- Strong analytical skills
Affiliations
- Avid Reader
- Volunteer at NGOs and soup kitchens
- Listening to podcasts or watching documentaries
- Exploring AI or tech trends (currently enrolled in a 6-month course on Generative AI)
- Organizing church community events
Accomplishments
- Participated in the 43rd Know India Program, organized by the Ministry of External Affairs, Government of India
Certification
- Completed the Counselling Course in 2014 from the Penang Counselling Group
- Completed Family-Link Education Program
- Participated in the Support Network for Rape Survivors workshop
- Completed Training Workshop on "How to Give a talk on Child Sexual Abuse"
- Completed HRDF Training organized by Teleperformance
Languages
English
First Language
Malay
Proficient (C2)
C2
Tamil
Proficient (C2)
C2
References
References available upon request.
Timeline
Subject Matter Expert (GAME MASTER)
Teleperformance Malaysia
02.2024 - Current
Subject Matter Expert (GAME CHAMPION)
Teleperformance Malaysia
04.2022 - 02.2024
Customer Service Officer (GAME AMBASSADOR)
Teleperformance Malaysia
06.2020 - 04.2022
Customer Service Officer (TRAVEL RESERVATION)
Teleperformance Malaysia
01.2020 - 06.2020
Refund Officer
AirAsia Global Shared Services (AGSS)
04.2018 - 01.2020
Social Worker
Women's Centre for Change
11.2016 - 12.2018
Conveyancing Clerk
HOE & MOIRA
11.2012 - 09.2015
Conveyancing Clerk
MAY CHAN EIZA & Co
01.2010 - 11.2012
Administrative Assistant
MAA Assurance Berhad (Sara & Associates)
02.2009 - 10.2009
Administrative Assistant
ING Assurance Berhad (Jutawan Agency)
01.2008 - 01.2009
Core Crew Leader
Golden Arches Restaurant, McDonald's Malaysia
09.2004 - 08.2008
BACHELORS OF JURISPRUDENCE - Law
UNIVERSITY MALAYA
DIPLOMA IN MINISTRY -
RHEMA EVANGELICAL BIBLE SCHOOL
A-LEVEL - Law
CAMBRIDGE INTERNATIONAL EXAMINATIONS (EXTERNAL)
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