Phramika Krishian
Quality Assurance Specialist
Selangor
Summary
Thorough Quality Assurance Specialist with 7 Months background in Contact center. Excellent resource management and allocation skills. Outstanding communication, organizational and time management talents.
Overview
16
16
years of professional experience
3
3
years of post-secondary education
3
3
Languages
Work History
Quality Assurance Specialist
Scicom Sdn Bhd
09.2021 - Current
- Monitor inbound & Outbound calls and evaluate agents performance concerning the quality of service offered through all channels.
- Provide clear insight into performance drivers and the levers which impact performance.
- Perform mystery calls to ensure accurate and consistent information delivery to the customers.
- Manage auditing reports for Customer Care activities & transactions.
- Give recommendations for process improvements based on the customer experience and feedback.
- Design quality rules and guidelines to achieve the highest performances with team managers.
- Hold calibrations and meetings with managerial and non-managerial level teams to find common grounds and sustain system stability.
- Conduct presentation & business simulation with new hires
- Compile and track performance for teams and individual level.
Senior Technical support
Teleperformance Sdn Bhd
05.2018 - 09.2021
- Provide exceptional customer support to Seagate Customers and partners via telephone calls, email, and Shared Screen communications to drive the highest level of customer satisfaction and minimize system down-time
- Create, manage, respond and drive to resolution L3 support cases submitted by customers, partners, and resellers experiencing challenges using Seagate server and storage hardware and software products within the specified SLA
- Escalate to, and work with, software and hardware engineering teams to determine root causes and appropriate resolution for the customer
- Activities include deep technical troubleshooting, research, issue duplication, filing bugs, determining root cause, establishing problem fix, and confirming resolution
- Deliver product support training to internal and external support teams, enabling them to capably support Seagate products as appropriate
- Author and submit knowledgebase articles based on customer issues and interactions
- Although this is an office based position, occasional travel to customer sites may be required
- On Call Support Duties during evenings, weekends, and holidays where necessary
- Attend meetings and trainings as required
- Other duties as assigned
Senior Customer Service
Singtel Telecommunication Singapore - Raffles
12.2016 - 05.2017
- Monthly Salary: SGD 2170 + Customer Service allowance (SGD 150)
Technical Support Agent (AnZ Global Support
Singtel Telecommunication
05.2015 - 11.2016
- Industry: IT (Call Centre )
- Monthly Salary: RM2300 + OT allowance (RM 300), -installing and configuring computer hardware operating systems and applications -monitoring and maintaining computer systems and networks
- Talking staff or clients through a series of actions, either face to face or over the telephone to help set up systems or resolve issues; -troubleshooting system and network problems and diagnosing and solving hardware or software faults; -
- Replacing parts as required; -providing support, including procedural documentation and relevant reports; -following diagrams and written instructions to repair a fault or set up a system; -
- Supporting the roll-out of new applications; setting up new users' accounts and profiles and dealing with password issues; -responding within agreed time limits to call-outs; -
- Working continuously on a task until completion (or referral to third parties, if appropriate); prioritising and managing many open cases at one time; rapidly establishing a good working relationship with customers and other professionals, -
- Installing and configuring computer hardware operating systems and applications; -monitoring and maintaining computer systems and networks; -
- Talking staff or clients through a series of actions, either face to face or over the telephone to help set up systems or resolve issues; -troubleshooting system and network problems and diagnosing and solving hardware or software faults; -
- Replacing parts as required; -providing support, including procedural documentation and relevant reports;
- Following diagrams and written instructions to repair a fault or set up a system; -supporting the roll- out of new applications; setting up new users' accounts and profiles and dealing with password issues;
- Responding within agreed time limits to call-outs;
- Working continuously on a task until completion (or referral to third parties, if appropriate prioritizing and managing many open cases at one time
- Rapidly establishing a good working relationship with customers and other professionals, 6)
consultant
life Research Sdn Bhd
04.2008 - 06.2009
- Description promote company's product to new customers Provide consultation and updates to customers To promote the company's range of products to the medical professionals Carry out sales to meet monthly target and achieve sales revenue and profit objectives To participate in sales campaigns, promotion and product launching
- Plans and conduct direct marketing activities and strategies (2)
Education
Diploma - Information Technology
Olympia College
01.2010 - 05.2013
Skills
Quick Learning
Technical Abilities
Strong Communication
Attention to Detail
Critical Thinking
Accomplishments
- Able to learn fast and willing to pick up new knowledge or role
- Good interpersonal communication skills
- Able to perform under pressure
- Able to work independently with minimum supervision
- Involving integration of all applications in Microsoft Office- Spreadsheets, Databases,
- Presentation, Graphics and Word Processing
- Hold driving license for car
- Diligent and hardworking
Additional Information
- Willing to relocate: Anywhere
Timeline
Quality Assurance Specialist
Scicom Sdn Bhd
09.2021 - Current
Senior Technical support
Teleperformance Sdn Bhd
05.2018 - 09.2021
Senior Customer Service
Singtel Telecommunication Singapore - Raffles
12.2016 - 05.2017
Technical Support Agent (AnZ Global Support
Singtel Telecommunication
05.2015 - 11.2016
Diploma - Information Technology
Olympia College
01.2010 - 05.2013
consultant
life Research Sdn Bhd
04.2008 - 06.2009
Similar Profiles
Faizah IsmailFaizah Ismail
Data Understanding Specialist at Byte Precision Sdn BhdData Understanding Specialist at Byte Precision Sdn Bhd
Baanu ShaBaanu Sha
Live Operational Executive at Homage Sdn BhdLive Operational Executive at Homage Sdn Bhd
NURUL ASYIKIN BINTI AHMAD NAZRINURUL ASYIKIN BINTI AHMAD NAZRI
Customer Service Executive at Scicom (Msc) Sdn BhdCustomer Service Executive at Scicom (Msc) Sdn Bhd