Pamella Raj
Senior Crisis Management Specialist
Petaling Jaya
Summary
Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.
Overview
2025
2025
years of professional experience
1
1
year of post-secondary education
2
2
Languages
Work History
Senior Crisis Management Specialist
Airbnb
1 2022 - Current
- Assists with escalated issues and initiates the user dispute request process
- Investigates both sides of incident disputes and negotiate collaboratively
- Verifies facts, reach policy-based determination for effective resolution
- Works to deliver a better understanding of processes to our users in a customer facing manner
- Educates user on how to maintain security and safety while using the service responsibly
- Monitors flagged and inappropriate content and identifying trends in online risk
- Investigates cases involving complex damages, potential fraud or brand risk
- Evaluates both property damages and personal property damages
- Maintain high level of confidentiality while performing investigations
- Comprehensively documents investigations through written reports
- Interfaces with internal, client communications and social media teams
Social Media Technical Specialist
Huawei
01.2019 - 01.2022
- Deliver superior sales & Customer Service while managing multiple chat sessions simultaneously
- Proactively engage with customers who visit our official websites
- Use the product information and available resources to educate customers and assists them in making smart product selections that are right for them
- Verify pricing and notify customers of product back orders and anticipated availability
- Participate in learning and development activities and other product training provided by the company
- Complete chats and surveys correctly with each customer
- Ability to work within multiple computer screens as part of the Live CHAT sales process
- Appropriately guide customers with any changes in their order according to their needs
- Responding to emails and live chats
- Handle customer's inquiries and requests by applying good knowledge of troubleshooting for smartphones, gadgets, laptops, and routers
- Adherence to quality and compliance to standard policies and procedures
- Liase system settings & subject matter expert across Network/IT
- Deliver great service in a fun environment that celebrates recognition, as well as a vibrant, fast paces and diverse culture
- Proactively promote self-serve and conduct product tutorials to customers
- Effectively executing the administrative task, including operational and reconciliation reports in a timely and accurate manner
Customer Service Executive
Maxis
01.2015 - 01.2019
- Handling inbound calls regarding general inquiries and complaints from VIP Customers
- Obtain and evaluate all the relevant information to handle product and service inquiries
- Identify and assess customer's needs to achieve satisfaction
- Build sustainable relationships of trust through open interactive communication
- Provide accurate, valid, and complete information by using the right methods/tools
- Handle complaints and provide appropriate solutions and alternatives within time limits
- Assist end-users with general inquiries & billing inquiries for Maxis mobile residential postpaid line and Home Fiber
- Assist customer to use Maxis mobile network overseas
- Provide troubleshooting for the device that is unable to get an internet connection with the selected preferred country
- Gather customer's information and determine the issue by evaluating and analyzing the symptoms
- Follow up and make scheduled callbacks to customers for roaming charges and negotiate the charges with them
- To ensure all service requests, complaints, inquiries are logged
Customer Service Consultant
Pizza Hut Malaysia
01.2008 - 01.2013
- Answering customer's queries related to the order for the products
- Updating customer's information and account status, answering inbound, and making outbound calls
- Apply the elements of building positive rapport with different types of customers over the phone on their experience with the product
- Adhere to the escalation procedure of handling customers' complaints at all times
- Maintain a high degree of responsibility towards customer confidentiality
- To ensure that all service request, complaints, inquiries are logged
Education
Diploma - Interior Design
Saito College
01.2014 - 12.2014
Skills
Innovation management
Problem-solving abilities
Team Leadership
Multitasking
Time management abilities
Market Research
Customer Relationship Management
Crisis Management
Business ethics
References
- Puveneswaran , Operation Manager Huawei +6010217 3497
- Abhirami, Team leader Airbnb, +60182924872
Timeline
Social Media Technical Specialist
Huawei
01.2019 - 01.2022
Customer Service Executive
Maxis
01.2015 - 01.2019
Diploma - Interior Design
Saito College
01.2014 - 12.2014
Customer Service Consultant
Pizza Hut Malaysia
01.2008 - 01.2013
Senior Crisis Management Specialist
Airbnb
1 2022 - Current
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