Moganraj Rajamany
Senior Customer Executive
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Dedicated professional offering attention to detail and a career driven by client engagement. Looking to help boost a company's success while building long-term relationships in the position of Customer Service Executive.
Overview
15
15
years of professional experience
4
4
years of post-secondary education
2
2
Languages
Work History
Senior Customer Service Executive
Maybank
06.2018 - Current
- Provide splendid customer services to customers in a friendly and courteous manner at all times
- Have sufficient knowledge about the banking products and services and respond to all inquiries accordingly
- Improve customers' banking experience with the bank by ensuring that the customers are attended to promptly and all their challenges are resolved without delay
- Ensure that all the bank's policies and procedures, code of conduct and regulatory guidelines are strictly complied with in the process of discharging duties
- Inform and suggest new banking products to customers
- Provide information to customers on their account status and account balances
- Suggest effective ways through which the bank can promote its products and services and increase customer satisfaction
- Provide assistance to all other members of staff in other departments of the bank by liaising with them through healthy interactions
- Participate in marketing and awareness campaigns in the bank to create an enlarged customer base
- Establish and promote cordial relationship with customers, ensuring prompt attendance to their inquiries and solving their problems to grant them maximum satisfaction
- Ensure that customers' confidential information is properly protected and only used for official purposes
- Be involved in performing some financial related and marketing transactions
- Continuously update skill by participating in professional trainings, go for courses as instructed by management and be willing to contribute acquired knowledge to the development of the back.
Airline Customer Service Officer
Emirates Group
05.2014 - 02.2018
- Escalated critical customer issues to the duty manager immediately to avoid lost revenue and canceled policies
- Meet all customer call guidelines including service levels, handle time and productivity
- Cross-trained and backed up other customer service managers
- Strong leader of customer support staff
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals
- Trained staff for check in process for ALTEA DCS (ALTEA FM & CM, Responsible for Business Rules, Internet Check-in admin) and procedures and company services
- Managed work flow to exceed quality service goals
- Described product and service details to customers to help them to better understand benefits and advantages
- Investigated and resolved customer inquiries and complaints in an empathetic manner
- To deal with problems such as delays, disruptions, excess baggage and etc
- Provided Flight information to passenger upon inquiry and answered questions via phone, email or online chat.
Guest Relations Officer
Marina Bay Sands
04.2012 - 03.2014
- Develops a strong knowledge of the hotel's facilities and services and of the surrounding community
- Provides guests with information about attractions, facilities, services, and activities in or outside the property
- Makes guest reservations for air or other forms of transportation when requested
- Process and deliver messages for Guests
- Stay current and up to date with all hotel services as well as daily VIP requests and special events
- Project a professional manner with an emphasis on hospitality and Guest service Organizes special functions as directed by management
- Delivery world class customer service to guest.
Human Resources Support Assistant
Certis CISCO Singapore
01.2010 - 02.2012
- Responsible for the full spectrum of recruitment related matters and administration functions which include manpower sourcing, manpower planning & strategy for the company
- Ensure all positions are closed within recruitment timelines and in accordance to the approved manpower plans
- Strategise and execute employer branding awareness plan to expand candidates pool
- Work closely with hiring managers to design and develop job descriptions, requirements and performance KPIs
- Present relevant reports, consultation and advisory to the management keeping them informed and manages their expectation throughout the recruitment activities.
Customer Service Officer
Malaysia Airlines
12.2008 - 04.2010
- Update passenger's data
- Check in (reservation for flight destination & seats)
- Promoting airlines ticket and travel promotions & packages
- Promoting Airline merchandise
- Training and leading staff to maintain a better customer service
- Responsible to take incoming telephone enquiries or thought emails problem or complaints from customers relating to a range of issues
- Services, with object resolving the customers issue as quickly as possible
- Deliver world class customer service, mainly to handle inbound calls from customers regarding their enquiries
- Provide a polite, professional and accurate response.
Education
BA (Hons) Genaral Management - Human Resources Management/Personnel Administration, General
Asia e University
01.2015 - 04.2017
CERTICATION - ECONOMICS AND INTERNATIONAL BUSINESS
Institute of Economics and Management of the International Academy of Business and Management
01.2017 - 04.2018
Skills
Training and Development (HR)People ManagementOrganization Skills
CRM software mastery
Decision-Making
Excellent Communication
Quality Control Analysis
Product and service knowledge
Accomplishments
- Resolved product issue through consumer testing.
- Supervised team of 12 staff members.
- Collaborated with team of 5 in the development of Sprinkler
Timeline
Senior Customer Service Executive
Maybank
06.2018 - Current
CERTICATION - ECONOMICS AND INTERNATIONAL BUSINESS
Institute of Economics and Management of the International Academy of Business and Management
01.2017 - 04.2018
BA (Hons) Genaral Management - Human Resources Management/Personnel Administration, General
Asia e University
01.2015 - 04.2017
Airline Customer Service Officer
Emirates Group
05.2014 - 02.2018
Guest Relations Officer
Marina Bay Sands
04.2012 - 03.2014
Human Resources Support Assistant
Certis CISCO Singapore
01.2010 - 02.2012
Customer Service Officer
Malaysia Airlines
12.2008 - 04.2010