Nyana Devi

• Handled third-party damage and rider injury cases end-to-end, from claim intake to final settlement, by working closely with insurance providers, legal teams, and internal stakeholders. Used Zendesk to track progress and ensure timely, compliant resolutions.
• Managed incidents such as vandalism and service disruptions by coordinating with local authorities, operations teams, and repair vendors. Logged and tracked tasks using Jira to ensure quick fixes and minimal downtime. Maintained clear communication with affected customers.
• Resolved billing and financial discrepancies by reviewing invoices and investigating issues. Worked with the finance team to implement accurate adjustments and maintained detailed records in Zendesk for transparency.
• Took charge of high-priority customer calls and escalations, providing empathetic and timely resolutions. Tracked all interactions in Zendesk to ensure consistent follow-ups and complete issue resolution.
• Compiled and presented reports to senior management using insights from Jira, Confluence, and Zendesk. Highlighted trends, recurring issues, and offered actionable recommendations to improve service delivery and internal processes.

Achievement:

• Reduced resolution time for damage and injury claims by 20% through effective coordination with legal and insurance teams, resulting in improved customer satisfaction.

• Managed client profiles, ensuring accurate and up-to-date information for seamless service delivery.
• Handled cancellations and booking confirmations, efficiently coordinating with clients to ensure clarity and resolve any scheduling conflicts.
• Proactively addressed escalated issues, reaching out to clients to resolve concerns, and providing timely solutions to ensure their satisfaction.
• Oversaw compensation processes for clients affected by losses, closely coordinating with relevant teams and following up with customers to ensure claims and damages were processed to their satisfaction.
• Assigned household professionals to customer locations, ensuring the right fit based on client needs and preferences, maintaining high service standards.
• Coordinated team meetings and managed team reports and KPIs, ensuring that all objectives were met and performance remained aligned with company goals.
• Focused on reworking previous projects and cancellations, taking proactive steps to re-engage customers and drive retention, leading to improved customer satisfaction and higher CST (Customer Satisfaction) scores.

Accomplishments

• Achieved best Home Advisor title consecutively for 2 years. Top CSAT Score employee consecutively for 2 years

• Provided dedicated customer support for leading beauty brands such as Bobbi Brown, Lancôme, La Mer, Estée Lauder, and others across various e-commerce platforms (official brand stores, Lazada, Shopee, and Own CRM).
• Handled a wide range of customer inquiries via email, chat, and phone,including order status, product recommendations, promotions, and store policies – while ensuring responses aligned with each brand’s tone and service standard.
• Managed escalations professionally and empathetically, offering solutions for complex issues such as delayed deliveries, damaged items, lost packages, and product dissatisfaction.
• Proactively tracked and followed up on shipment statuses to resolve delivery concerns; liaised with logistics partners and warehouses to locate lost parcels and investigate transit delays.
• Processed and facilitated returns, exchanges, and refunds in compliance with brand-specific policies, including coordination with operations and finance teams.
• Logged and analyzed recurring customer pain points (e.g., packaging issues, product leakage, missing gifts) and flagged them to internal teams for process improvement.
• Ensured accurate documentation of all interactions and resolutions in CRM tools, contributing to a smooth customer journey and high post-sale satisfaction.
• Maintained up-to-date knowledge of new product launches, campaigns, and e-commerce SOPs to deliver informed and consistent support.

• Lead Backend Support for IBM Call Home (CALL HOME & SAAS LINE LEAD/PIC), managing CRM operations using Salesforce to provide efficient service to US clients.
• Delivered exceptional support by handling service inquiries, escalations, and managing both inbound and outbound calls using Avaya for seamless communication.
• Addressed issues related to auto-triggered Call Home notifications, collaborating with the parts team to confirm ETA and overseeing the parts ordering process to ensure timely resolutions.
• Coordinated with engineers to assign cases based on their skills and expertise, optimizing case resolution efficiency.
• Managed a cross-functional team, participating in regular meetings with US service engineers and managers to align on goals and ensure smooth operational workflows.
• Led initiatives to implement customer feedback, handling key accounts such as Wells Fargo and JP Morgan Chase, ensuring high levels of customer satisfaction and fostering strong relationships with major clients.

• Managed Malay to English translations, ensuring accuracy and clarity for diverse audiences in both languages.
• Led the Malaysian campaign for Mobile Legends, coordinating marketing efforts and ensuring campaign objectives were met across the region.
• Reviewed video content, verifying that the requirements for rewards and eligibility were met, and performed detailed translations to maintain consistency and engagement.
• Engaged with creators, responding to inquiries and providing guidance to ensure their participation aligned with campaign goals.
• Worked closely with TikTok to update and promote events and campaigns organized by Montoon, ensuring all activities were aligned with platform guidelines and met the expectations of the target audience.

• Responsible for selling telecommunications products such as Unifi and Streamyx, offering a range of services to meet customer needs and achieve sales targets within the stipulated timeframes.
• Managed the entire sales cycle, from prospecting and generating leads to closing sales and following up on customer inquiries, ensuring a seamless experience for both pre- and post-sales business.
• Provided tailored solutions to customers, understanding their specific needs and recommending the most suitable telecom products to enhance customer satisfaction and meet performance goals.
• Handled customer inquiries and issues, offering prompt and accurate solutions to both technical and service-related concerns, ensuring a high level of customer satisfaction and loyalty.
• Worked diligently to maintain the company’s reputation, ensuring all interactions were conducted professionally and that customer concerns were addressed swiftly and effectively.
• Collaborated with cross-functional teams to resolve customer issues and provide ongoing support, ensuring that each customer experience was positive and efficient.
• Consistently met or exceeded sales quotas, contributing to the growth and success of the company's sales objectives while maintaining high customer satisfaction ratings.