NAGA LETCHUMI
Kuala Lumpur,14
Summary
Senior Customer Specialist cum Operations professional with extensive experience in customer support, operational management, and financial service processes. Skilled in managing multi-channel customer communications, handling escalations, streamlining loan submissions, and ensuring compliance with operational standards. Experienced in generating operational reports and providing performance insights directly to senior management. Known for delivering exceptional customer experiences, resolving complex issues efficiently, and supporting team development through training and floor supervision.
Overview
3
3
years of professional experience
4
4
years of post-secondary education
Work history
Senior Customer Specialist Cum Operations
Nimbura Sdn Bhd
Kuala Lumpur, Malaysia
2025.11 - 2026.05
- Act as first point of contact for customers, handling inquiries via phone, email, WhatsApp, Facebook, inbound and outbound channels.
- Deliver excellent customer experience by resolving issues efficiently and providing accurate product guidance.
- Monitor and handle customer complaints, ensuring timely resolution through complaint management system.
- Perform manager call-backs for escalated customer cases and maintain strong customer relationships.
- Streamline loan submissions and ensure all documentation and processes are completed accurately.
- Conduct compliance assessments to ensure adherence to company and regulatory requirements.
- Manage loan payment allocation, disbursement processes, and stamp duty documentation.
- Analyze customer feedback and report product malfunctions or improvement opportunities to internal teams.
- Generate daily operational reports and data analysis to track performance and service quality.
- Train and guide junior staff on system handling and operational procedures.
- Conduct floor walk monitoring to support team performance and maintain service standards.
- Perform customer identity verification and due diligence in accordance with regulatory and company policies.
- Review and validate customer documents to ensure authenticity and completeness.
- Monitor transactions and customer behavior to detect irregular or suspicious patterns.
- Support audits and risk reviews by maintaining proper documentation and records.
- Guide customers through account registration, e-KYC verification, and product application processes.
- Monitor onboarding performance metrics and suggest improvements to enhance efficiency and conversion rates.
Customer advisor
Concentrix Malaysia
2024.09 - 2025.10
- Handle 60–80 daily inbound calls/chats for international airline.
- Assist passengers with check-in, boarding, and baggage procedures.
- Handle customer inquiries, travel changes, and special service requests with efficiency and empathy.
- Coordinate with flight operations and ground handling teams to ensure smooth boarding processes.
- Resolve customer complaints and service issues professionally while maintaining brand reputation.
- Promote airline loyalty programs and upgrades, contributing to customer retention.
Customer Support Advisor (MY&SG)
Transcosmos Malaysia
2024.04 - 2024.09
- Handle customer inquiries via live chat, email, and in-app messaging for TikTok Shop.
- Resolve issues related to payments, deliveries, refunds, and product returns with empathy and efficiency.
- Coordinate with sellers and logistics partners to ensure timely order processing.
- Educate users about platform features, promotions, and safety policies.
- Track and report common customer issues to help improve user satisfaction and platform quality.
Customer service specialist (SG)
Brandt international
2023.02 - 2024.02
- Handle customer inquiries and complaints inbound call.
- Assist users with order tracking, refunds, payment verification, and return requests.
- Collaborate with sellers, logistics, and finance teams to ensure timely resolutions.
- Maintain accurate records in CRM systems and provide feedback on recurring issues.
- Achieved and maintained high customer satisfaction scores and service-level targets.
- Provide product knowledge and guide customers on platform features and promotions.
Education
SIJIL PELAJARAN MALAYSIA -
SMK Pandan Indah
2013.01 - 2017.01
Skills
- Excellent verbal and written communication
- Troubleshooting and issue resolution
- Analytical thinking to identify customer needs
- CRM software (eg, Salesforce, Zendesk)
- MS Office or Google Workspace
- Chat and email support platforms
- Complaint handling
- Call center operations
- Problem-solving
- Team Training & Floor Support
- Loan Processing & Compliance
- Decision-making
- Risk identification and assessment (fraud, credit, operational risk)
- End-to-end customer onboarding management
- Know your client (KYC) checks
Languages
English
Upper intermediate
Malay
Upper intermediate
Tamil
Upper intermediate
Reference
- Pranav, Manager, +60 14 7116 480, Concentrix
- Bavani, Manager, +60 14 6605 320, Brandt
- Buwen, HOD, +60 12-304 7050, Nimbura
Timeline
Senior Customer Specialist Cum Operations
Nimbura Sdn Bhd
2025.11 - 2026.05
Customer advisor
Concentrix Malaysia
2024.09 - 2025.10
Customer Support Advisor (MY&SG)
Transcosmos Malaysia
2024.04 - 2024.09
Customer service specialist (SG)
Brandt international
2023.02 - 2024.02
SIJIL PELAJARAN MALAYSIA -
SMK Pandan Indah
2013.01 - 2017.01