Summary
Overview
Work History
Education
Skills
Personalstrengthsskills
Timeline
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NIROSHA KRISHNAJOTHI

NIROSHA KRISHNAJOTHI

IT Support Executive | Customer Support Executive | Helpdesk Support
Rawang

Summary

Experienced customer service professional with a proven track record in providing technical support. Skilled in remote troubleshooting and repair for efficient issue resolution. Strong communication and organizational abilities, coupled with a hardworking and detail-oriented nature, deliver exceptional service to customers.

Overview

7
7
years of professional experience

Work History

Customer Support Executive II

Fujifilm Business Innovation SDN.BHD
02.2022 - Current
  • Improved customer satisfaction by efficiently addressing and resolving inquiries, concerns, and complaints.
  • Listened to customers' questions and concerns to provide answers or responses.
  • Provided excellent customer service by efficiently resolving issues and responding to inquiries.
  • Managed high-stress situations effectively while maintaining a calm demeanor and providing empathetic support to customers facing challenges or frustration.
  • Perform outbound calls, respond to emails, and manage proactive licence inquiry
  • Coordinate the creation, control, distribution and support of all customer license requests to meet field operational requirements
  • Coordinate the receipt of evidence for license renewals and upgrades.
  • Ensure availability of licensing service meets field operational requirements.
  • Maintain databases for all licensed customers and Internal-Use equipment
  • Assist FB APO product marketing to ensure full recovery of all license fees and royalties
  • Proactively renew and distribute licenses to clients.
  • Ensure tasks are carried out in compliance with policy, procedure and agreed customer service standards and to drive the achievement of qualitative and quantative priority objectives
  • Participating in the day to day delivery of the Licensing function to maintain team SLA and KPIs
  • Conduct daily activities in a quality and environmentally responsible manner in accordance with FUJIFILM Business Innovation’s policies.
  • To perform any other job assignments/ duties as may be required from time to time
  • Conduct daily activities in accordance with FUJIFILM’s policies, procedures, and code of conduct
  • Conduct daily activities in a quality and environmentally responsible manner in accordance with FUJIFILM’s policies
  • To perform any other job assignments/ duties as may be required from time to time.

Technical Support

DELL TECHNOLOGIES
02.2020 - 02.2022
  • • Assist external users of the client's technical products or services; identify, investigate,
    research and provide resolution to user questions and problems
    • Troubleshoot basic and routine customer issues
    • Follow appropriate escalation path to resolve technical issues; including making follow up
    outbound calls to customers or other parties as needed
    • Solve problems that are generally unstructured and require extensive use of conceptual
    thinking skills
    • Ensure service delivered to our customers meets contractual Key Performance Indicator
    (ʻKPIsʼ)
    • Greet customers in a courteous, friendly, and professional manner using agreed upon
    procedures
    • Listen attentively to customer needs and concerns; demonstrate empathy while maximizing
    opportunity to build rapport with the customer
    • Clarify customer requirements; probe for understanding
    • Prepare complete and accurate work including appropriately notating accounts as required
    • Participate in activities designed to improve customer satisfaction and business performance

Customer Service Representative

Hong Kong Shanghai Bank Corporation (HSBC)
02.2018 - 02.2020
  • Working in a contact centre environment and handling multiple customer calls from our
    customers.
    • Providing high quality service to achieve maximum customer satisfaction by resolving
    customer queries at first contact where possible.
    • Listening to customers and establishing their needs in order to offer relevant products,
    services and solutions.
    • Taking ownership to complete necessary research and customer follow up or alternatively
    directing the customer to the appropriate department for resolution.
    • Responsible for achieving individual performance expectations and development whilst
    maintaining appropriate operational risk control and compliance in all activities.
    • Handling both incoming and outgoing calls
    • Cross Selling
    • Ability to assist offshore customers
    • Email Support
    • Escalation Support
    • Fraud and Risk Prevention
    • Cross Skilled – Banking/Mortgage

Education

Business English Course -

Personal Tutor

Skills

  • Technical support escalation
  • Remote Technical Support
  • Desktop Technical Support
  • Proficiency in API/Plugin
  • CRM software proficiency
  • Cross-selling tactics
  • Training and mentoring
  • Knowledge in OMS platforms
  • Proficient in [Software]
  • Account Management
  • Excellent Communication
  • Azure Networking
  • Network configuration
  • Microsoft Office
  • Data Entry
  • Team Management
  • Time Management
  • Multitasking Abilities
  • Proficiency in integration
  • Presentation Skills

Personalstrengthsskills

  • Hardworking with the ability to learn quickly and work independently
  • High presence of patience which leads to having good relationship with people
  • Ability to drive long hours
  • Ability to conduct programs perfectly
  • Ability to lead a group of people and guide fellow colleagues
  • Able to adapt in new working environment in short time period
  • Have great leadership qualities
  • Ability to coach fellow colleagues in understanding the SOP
  • Have a very strong customer service skill
  • Ability to handle complaints with confidence and smile
  • Computer Knowledge: Microsoft Word/Power Point/Excel
  • Language: Malay, English and Tamil (Written and Spoken)
  • Basic Accountings & Salary Calculation

Timeline

Customer Support Executive II

Fujifilm Business Innovation SDN.BHD
02.2022 - Current

Technical Support

DELL TECHNOLOGIES
02.2020 - 02.2022

Customer Service Representative

Hong Kong Shanghai Bank Corporation (HSBC)
02.2018 - 02.2020

Business English Course -

Personal Tutor

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NIROSHA KRISHNAJOTHIIT Support Executive | Customer Support Executive | Helpdesk Support