Pathra Packiam Sukumaran
Customer Service Unifi
Kuala Lumpur
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
7
7
years of professional experience
4
4
Languages
Work History
Customer Service Unifi
Telekom Malaysia
03.2021 - Current
- Trained new personnel regarding company operations, policies and services.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Responded proactively and positively to rapid change.
- Identified trends in customer concerns, proactively addressing common issues before escalation.
- Promptly responded to inquiries and requests from prospective customers.
Customer Service Pos Malaysia
Plaza VADS
02.2019 - 05.2020
- Investigated and resolved accounting, service and delivery concerns.
- Resolved customer complaints with empathy, resulting in improved satisfaction ratings.
- Maintained up-to-date knowledge of product and service changes.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Collaborated with team members to improve overall response times and service quality.
- Developed and updated databases to handle customer data.
IT Helpdesk Support Dell
Convergys Malaysia Sdn Bhd
04.2018 - 12.2018
- Installed and maintained hardware and computer peripherals to store tangible components.
- Generated reports to track performance and analyze trends.
- Elevated end-user proficiency with company software through creation of easy-to-follow guides and tutorials.
- Implemented an automated ticketing system that streamlined helpdesk workflow while improving response time metrics.
- Monitored systems in operation and quickly troubleshot errors.
- Worked well in a team setting, providing support and guidance.
Data Entry
Ebony Haus Sdn Bhd
06.2017 - 01.2018
- Boosted overall efficiency with thorough record-keeping and accurate data entry.
- Streamlined data entry processes for enhanced efficiency and reduced errors.
- Improved accuracy in data entry by meticulously maintaining and updating records.
- Performed data entry, data management and time series analysis and forecasting.
- Performed routine data analysis to correct and verify data entry.
IT Assistant Administrator
Isbauk Thinking Skill College
02.2017 - 05.2017
- Implemented data backup strategies to safeguard critical company information.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Responded to queries on phone, via email or through IT ticketing system.
- Installed, configured and maintained computer systems and network connections.
- Installed and configured software and hardware.
Education
High School Diploma -
Kuala Lumpur Metropolitan University College
Kuala Lumpur, Malaysia 04.2001 -
Skills
Understanding Customer Needs
Time Management
Problem-Solving
MS Office
Task Prioritization
Call center experience
Multitasking
Self Motivation
Relationship Building
Timeline
Customer Service Unifi
Telekom Malaysia
03.2021 - Current
Customer Service Pos Malaysia
Plaza VADS
02.2019 - 05.2020
IT Helpdesk Support Dell
Convergys Malaysia Sdn Bhd
04.2018 - 12.2018
Data Entry
Ebony Haus Sdn Bhd
06.2017 - 01.2018
IT Assistant Administrator
Isbauk Thinking Skill College
02.2017 - 05.2017
High School Diploma -
Kuala Lumpur Metropolitan University College
04.2001 -