Naresh Kumar
Customer Service Executive
RAWANG
Summary
A resourceful individual with a proven track record in implementing skills such as interpersonal and communication skills to resolve customer issues and foster a strong relationship between the company and the customer. To fully utilize my skills and secure a responsible career opportunity while making a significant contribution to the success of the company.
Overview
13
13
years of professional experience
7
7
years of post-secondary education
Work History
Backend & Network Team (Case Management)
Maxis
05.2021 - Current
- Manage contact centre cases, 2nd level follow up with customers to ensure all the issues are being resolved on time.
- Identifying customers needs and rectifying 2nd level troubleshooting via CEM Portal (4G & 2G) and update customers on the coverage performance.
- Handling of SKMM reports and rectifying customers technical issues.
- Handlings 5G technical issues.
- Cross selling of MAXIS Fibre services
Maxis Dealer Support
Maxis
08.2016 - 05.2021
- Receives and logs internal; or external customer problems/ requests and ensure proper documentation
- Performed customer requests/ problems and identification and followed defined procedures to resolve correctly. Documents troubleshooting efforts and customer information data captured tools and when required.
- Assist customer for mobile device and plan signup based on their credit profile.
Forensic and Card Department
CIMB Group
10.2015 - 08.2016
- Handling incoming calls and assisting the customer with their general inquiries such as credit card signing new credit card, credit card cancellation, pin activation or changes and fraudulent activities
- Promote bank latest packages and credit card promotion to the loyal customers to ensure customer satisfaction
- Monitor customers fraudulent activities by tracing and assisting on the credit card blocking – ensuring credit cards can be safely used by the customer
- Work closely with the escalation team for any specific case such as dispute or fraud cases to ensure all the customer cases are resolved promptly
Customer Service Executive
Measat Broadcast Sdn Bhd (Astro)
10.2012 - 12.2015
- Handling customer inquiries such as channels addition and cancellation and upsell the latest packages or promotions to customers
- Assist customers on the billing information to ensure its tally with their monthly billing
- Perform hand to hand in resolution in call handling by followup calls, and appropriate case escalation when necessary
- Ensure each transaction are handled in away that contributes to customer satisfaction and ensures increases customer loyalty
- Work closely with technical teams by assisting the customer to troubleshoot the signal issues via phone call (First Call Resolution)
- Perform other assigned duties by the Team Leader or Duty Manager
Education
SPM - undefined
SMK Seri Garing
01.2005 - 01.2009
Diploma - Risk Management
Putra Intelek International College
01.2010 - 01.2013
Skills
Ability to handle multiple tasks and work under pressure
Goodtime management and organization skills
Able to lead and work in a team or independently with full commitments
undefinedReferences
Mr. Yesu Dass, Team Leader (Maxis), 0122049220, Sunway Pinnacle, Subang Jaya, Selangor
Curricular Activities
River and Trees for Life (Sg. Damansara, Shah Alam) (2010) - Plant a tree along the river to avoid landsliding during rain and create awareness to the public about the importance of nature in the upcoming future Choir Performance at SMK Taman Melawati (Kuala Lumpur) (2011) - Participated in the state level on behalf of my university Bank Negara Debt Management Campaign (2012) - Participate in the campaign that was organized by the university - Ensuring all the participants are well aware on the scams and debt management Food Hunt by New Straits Times (Kuala Lumpur) (2013) - Participate in the food hunt programme organized by NST - Able to taste all the local food by different ethnics in Malaysia and enhance my leadership skills as the need to work in a team for the food hunt
Qualifications
- Proficient in performing administrative tasks and handling leader tasks
- Excellent in oral and written communication, able to effectively present information in one-on-one and small group situations to clients and other employees of the organization.
- Holds people skills such as problem-solving, time management and complaint resolution.
Timeline
Backend & Network Team (Case Management)
Maxis
05.2021 - Current
Maxis Dealer Support
Maxis
08.2016 - 05.2021
Forensic and Card Department
CIMB Group
10.2015 - 08.2016
Customer Service Executive
Measat Broadcast Sdn Bhd (Astro)
10.2012 - 12.2015
Diploma - Risk Management
Putra Intelek International College
01.2010 - 01.2013
SPM - undefined
SMK Seri Garing
01.2005 - 01.2009
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