Prakaash Raj
Customer Service Executive
Johor Baharu,Johor Baharu
Summary
Proven leader in customer service and sales, excelling in cross-functional team collaboration and CRM software utilization. At British Airways, I spearheaded initiatives that significantly enhanced customer satisfaction and operational efficiency. My adeptness in complaint resolution and staff training underpins a track record of boosting retention rates and driving revenue growth.
Overview
9
9
years of professional experience
Work History
F&B Customer Service Associate
Mypams Sdn Bhd
Johor Baharu
11.2023 - Current
- Adapted quickly to changing work environments during busy shifts for seamless operations.
- Ensured compliance with all health department guidelines by strictly adhering to proper food handling techniques.
- Connected with customers by asking open-ended questions, recommending solutions and graciously listening to and denoting customer concerns.
- Assisted management in inventory control efforts by monitoring stock levels and reporting shortages promptly.
- Utilized point-of-sale systems proficiently for order entry, payment processing, and efficient tracking of customer orders.
- Motivated team to meet and exceed sales goals through excellent selling skills.
- Promoted a positive workplace culture through active collaboration and open communication within the team.
- Trained new hires on company policies, procedures, and best practices for consistent service quality across the team.
- Displayed strong multitasking abilities while managing multiple orders simultaneously without compromising on accuracy or timeliness.
- Demonstrated safe practices and procedures by adhering to company standards.
- Demonstrated strong product knowledge to assist customers in making informed menu choices.
- Increased upselling success by effectively promoting daily specials and limited-time offers to guests.
- Maintained high standards of cleanliness and sanitation throughout the establishment for a safe dining environment.
Airlines Customer Service
British Airways
Subang Jaya
07.2022 - 08.2023
- Resolved customer complaints with empathy, resulting in improved satisfaction ratings.
- Delivered personalized recommendations based on individual customer needs, driving sales growth.
- Maintained up-to-date knowledge of company policies, procedures, and promotions for accurate information sharing.
- Enhanced customer experiences by providing timely and accurate information on products and services.
- Managed a high volume of inbound calls while maintaining a professional demeanor under pressure.
- Negotiated successful resolutions between customers and the company during disputes or disagreements.
- Created user-friendly guides to help customers better understand complex product features or billing statements.
- Utilized CRM software to track customer interactions, ensuring consistent follow-up and issue resolution.
- Developed rapport with customers through active listening and tailored assistance, fostering loyalty.
- Identified trends in customer concerns, proactively addressing common issues before escalation.
- Conducted regular performance reviews and provided constructive feedback to peers for continuous improvement.
- Assisted customers in navigating the company website or mobile app for self-service options when applicable.
- Actively contributed ideas during team meetings focused on enhancing internal processes and workflows for superior support outcomes.
- Reduced call wait times by implementing effective call routing strategies, enhancing customer satisfaction.
- Served as a liaison between customers and other departments within the organization, ensuring seamless coordination in addressing client needs.
- Participated in cross-functional projects aimed at improving overall business operations and service delivery.
- Streamlined communication processes for increased efficiency in addressing customer inquiries.
- Implemented process improvements that led to reduced hold times and higher first-call resolution rates.
- Collaborated with team members to improve overall response times and service quality.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Investigated and resolved customer inquiries and complaints quickly.
- Promptly responded to inquiries and requests from prospective customers.
- Investigated and resolved accounting, service and delivery concerns.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Maintained up-to-date knowledge of product and service changes.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
Customer Service Executive
Daythree Business Service Sdn Bhd
Subang Jaya
05.2019 - 06.2022
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Managed high volume of inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues.
- Described product and service details to customers to provide information on benefits and advantages.
- Reduced average call time through efficient problem-solving skills without sacrificing quality of service provided.
- Contributed towards improving overall customer feedback scores by consistently delivering high-quality service experiences.
- Escalated critical customer issues to supervisor immediately to avoid lost revenue and canceled policies.
- Escalated critical customer issues to supervisor to avoid lost revenue and canceled policies.
- Developed effective strategies for managing challenging situations, resulting in positive outcomes for both customers and the organization.
- Coached and mentored junior team members, contributing to their professional growth and development.
- Boosted customer retention rates by providing exceptional service and building rapport with clients.
- Assessed customer service trends and evaluated complaints to determine areas in need of enhancement.
- Informed customers of upcoming promotions and deals to boost sales.
- Drove process improvements aimed at increasing operational efficiency and reducing wait times for customers.
- Organized training sessions focused on enhancing team members'' product knowledge and problem-solving abilities.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Sales Team Manager
McDonald's Restaurant
Klang
12.2015 - 04.2019
- Enhanced customer satisfaction levels by consistently monitoring team performance and providing constructive feedback.
- Discussed sales strategies and promotional plans with VP of Sales on regular basis.
- Managed cross-functional projects involving multiple teams, ensuring successful outcomes while adhering to strict deadlines and budget constraints.
- Coached employees in successful selling methods and encouraged cross-selling to drive revenue.
- Tracked trends and suggested enhancements that would both challenge and refine company's product offerings.
- Attended sales training camp and brought best practices leadership back to company.
- Planned and directed staff training and performance evaluations.
- Developed comprehensive training programs for new hires, ensuring quick integration into the team''s operations.
- Conducted regular performance reviews, identifying areas of improvement and providing guidance for professional growth.
- Facilitated smooth communication between departments, enhancing overall company efficiency in meeting client needs.
- Optimized territory assignments to maximize coverage and ensure balanced workloads among team members.
- .Championed the adoption of CRM software to streamline sales processes and provide valuable insights into customer behavior patterns.
Education
Spm - Accounts Streams
Smk La Salle Klang
Klang Selangor 12.2015
Skills
Cross-functional team collaboration
Timeline
F&B Customer Service Associate
Mypams Sdn Bhd
11.2023 - Current
Airlines Customer Service
British Airways
07.2022 - 08.2023
Customer Service Executive
Daythree Business Service Sdn Bhd
05.2019 - 06.2022
Sales Team Manager
McDonald's Restaurant
12.2015 - 04.2019
Spm - Accounts Streams
Smk La Salle Klang
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