Naethaji Sargunam

• Team Leadership:
  - Responsible for managing and leading a team of user support representatives.
  - Providing guidance, training, and support to ensure the team is well-equipped to assist Troopers users effectively.
• Process Optimisation:
  - Involved in optimising support processes to enhance efficiency and user satisfaction.
  - Implementing technologies to streamline workflows and improve the overall support experience.
• User Issue Resolution:
  - Handle a variety of user inquiries, issues, and complaints.
  - As the manager, involved in addressing complex cases, and ensuring swift and satisfactory resolutions.
• Quality Assurance:
  - Implemented quality assurance measures to ensure that support interactions meet or exceed established standards.
  - Monitoring interactions, providing feedback, and conducting training sessions.
• Data Analysis:
  - Tracking KPIs such as response times, resolution times, and user satisfaction scores, and using this data to identify areas for improvement.
• Collaboration with Other Departments:
  - Effective communication and collaboration with other departments, such as operations, tech, and marketing.
  - This ensures that user support is aligned with broader company goals and initiatives.
• Training and Development:
  - Ensuring that the support team are well-informed and capable of addressing user inquiries.
• Technology Integration:
  - Staying informed about and integrating relevant support technologies can enhance the efficiency of the team.
  - Examples of tools implemented are auto account verification, ticketing systems and live chat support.
• User Communication:
  - Involved in crafting and disseminating user communications, such as updates, announcements, and guidelines, to ensure transparency and keep users informed about any relevant changes or improvements.

• Conduct comprehensive bunker surveys, demonstrating in-depth knowledge of industry standards and regulations.
• Oversee and participate in vessel ROB (Remaining On Board) Inspections, ensuring accurate measurements and compliance with industry best practices.
• Proficiently execute ballast water testing procedures, ensuring compliance with environmental regulations and industry standards.
• Implement and maintain rigorous quality control measures to guarantee the accuracy and reliability of ballast water test results.
• Conduct thorough Inspections of bunker operations, ensuring adherence to safety protocols, quality standards, and contractual agreements.
• Collaborate with relevant stakeholders to address and rectify any discrepancies identified during inspections, ensuring smooth and efficient bunker operations.
• Cultivate and maintain strong relationships with clients, addressing their concerns and ensuring satisfaction with surveying services.
• Collaborate with clients to understand specific requirements and tailor surveying processes accordingly, resulting in enhanced client confidence and repeat business.
• Proactively identify opportunities for process improvement within the surveying and Inspection procedures, Implementing changes to Increase efficiency and accuracy.
• Streamline communication channels and reporting mechanisms, reducing turnaround time for survey results and client deliverables.
• Stay abreast of industry regulations and changes, ensuring that all surveying activities comply with relevant local and international standards.
• Received commendations for consistently delivering high-quality survey reports, contributing to increased client satisfaction.

• Work on electrical products and systems, from research and design to installation and handover, with a focus on safety, and sustainability.
• Preparing project specifications, undertaking research, creating test procedures, writing reports and interpreting data.

Market Specialisation:
- Solely responsible for managing the entire Singapore-based market for personal credit card services, ensuring exceptional customer experiences.

End-to-End Servicing:
- Provided comprehensive end-to-end servicing, including account maintenance, card replacements, and contactless payment setup, among other services.

Customer Retention Focus:
- Achieved monthly customer retention targets with an impressive average save
rate of 80%.

Relationship Manager:
- Acted as a Relationship Manager (RM), proactively ensuring customers retained our cards and offered various options for annual fee optimisation.

Complaint Handling:
- Effectively manage customer complaints and disputes related to charges, resolving issues promptly and professionally.

Cross-Selling Expertise:
- Played a pivotal role in driving business expansion by excelling in cross-selling to existing card members.
- Analyzed customer accounts to identify upsell, cross-sell, and conversion opportunities, delivering additional value to our clients.

Customer-Centric Resolution:
- Prioritised customer satisfaction by consistently achieving a "customer-first" resolution.
- Provided long-term solutions to customer problems, with a particular focus on digital solutions.

Engagement and Promotion:
- Beyond account maintenance and cross-selling, actively engaged with card members by sharing current promotions and offers.
- Ensured ongoing account engagement, contributing to a positive customer experience.

• Problem Resolution:
  - Address and resolve technical issues reported by customers or employees. This involves troubleshooting problems related to hardware, software, networks, or other technical aspects.
• Customer Assistance:
  - Providing step-by-step guidance, answering queries, and offering solutions to common problems.
• Technical Support:
  - Provide technical support over the phone, through email, and via chat.
• Ticket Management:
  - Familiar with the ticketing system, Salesforce to log and track customer issues.
  - Document the details of each problem, the steps taken to resolve it, and any additional information relevant to the support request.
• Remote Assistance:
  - Familiar with remote desktop tools to connect to a user's computer and troubleshoot issues directly. This allows to see the user's screen and provide real-time assistance.
• Knowledge Base Maintenance:
  - Contributed to the development and maintenance of a knowledge base containing solutions to common issues.
• Escalation of Issues:
  - For complex issues that cannot be resolved at the help desk level, escalate the problem to higher-level support teams, Level 2.
• Customer Education:
  Educate users on best practices, preventive measures, and self-help resources to minimise recurring issues.
• Reporting:
  - Generate reports on the types of issues reported, resolution times, and overall customer satisfaction.

• Registrations and Scheduling:
  - Managed registrations and scheduling for candidates' professional certification exams in the North America and Latin America regions.
• Escalation Support:
  - Assisted the Level 2 escalation team, known as Global Candidate Care, with their daily tasks and escalations.
• Operational Improvement Projects:
  - Spearheaded projects aimed at reducing redundant calls to the registration department, optimising IVR roadmaps, and minimising customer complaints.
  - Proposed and contributed to the development of a mobile application project, enhancing customer engagement and accessibility.
• Site Capacity Enhancement:
  - Introduced operational changes under the "Site Capacity" project, reducing calls related to test centre capacity constraints in the United States.
  - Received positive feedback from various departments for the successful implementation of the project.
• Efficiency Enhancements:
  - Implemented the use of SharePoint for reporting, resulting in reduced operational costs and improved reporting capabilities.
  - Gained insights into running reports on CMS and its various functions.