PRAKASH VELAAIRAM
Customer Relationship Manager
Ampang
Summary
Experienced professional in customer service leadership with proficiency in team collaboration, conflict resolution, and enhancing performance. Committed to achieving results and adapting to evolving requirements. Recognized for reliability, effective communication, and cultivating a positive team atmosphere.
Overview
25
25
years of professional experience
2000
2000
years of post-secondary education
3
3
Certifications
Work History
Senior Customer Relationship Executive
123RF TECHNOLOGY
06.2018 - Current
- Company Overview: Stock Photography
- Being the imperative point of contact between US and Canadian clients around the clock
- Impeccable client care services via live chat, emails, and teleconversations
- Ensures client requirements on content procurement, licensing, and copyright purchases are duly attended to
- Manage a variety of social media platforms such as Hootsuite, Discord, and others.
- Being in charge of image editing platforms such as Pixlr
Air Traffic Controller (Probation)
DEPARTMENT OF CIVIL AVIATION
03.2013 - 01.2018
- Company Overview: Government (Ministry of Transport)
- Completed 2 out of 3 years of training for a Licensed Air Traffic Controller position
- To safely monitor, instruct, and manage aircraft in the vicinity of airports/control towers as well as in the airspace once airborne
- Precise and clear communication with pilots are highly required
- Teamwork between a wide array of networks, agencies, and individuals are highly required
- Required to sit and pass mandatory exams for the license.
Resolutions Expert
STANDARD CHARTERED BANK (SCOPE INTERNATIONAL)
11.2010 - 01.2013
- Company Overview: Banking
- Manage high-profile escalated complaint cases from customers
- Resolve pending and unsettled inquiries within the turnaround time
- Provide the most cost-effective and amicable solutions between customers and the bank
- Assisted with credit recovery, repossession of vehicles, and other related matters
- Assisted agents on a case-by-case basis during high call volumes
- Employment Level: Executive
- Job Specialization: CRM
Personal Financial Consultant
ALLIANCE BANK BHD
03.2004 - 07.2010
- Company Overview: Banking
- Operate a ‘One Stop’ mini call/customer service and card center in general, providing a thorough customer service experience in a fast-paced, hectic & busy environment
- Managed a team of efficient credit card / personal loans sales officers with a proven track record
- Handled credit card application counters & credit card accounts related inquiries/complaints primarily
- Managed promotions, sales & troubleshooting in specific specialized bank counters
- Overlook co-branded specialty credit & debit cards application & promotion in a fast-paced retail/shopping mall environment
- Managed loyalty points redemption programs/system
- Facilitate daily intermediate affairs between the bank & the shopping mall
- Handle & assist merchant authorization difficulties between customers / retail managers & the bank
- Handled retail & non-banking related problems
- Assisted customers in acquiring their required financial needs via personal loans, insurance & etc
- Trained new staff & subordinates on required knowledge & regulations
- Resolve escalated & troubleshoot major overdue problems before management intervention
- Employment Level: Senior Executive
- Job Specialization: Customer Service, Sales & Marketing
Personal Financial Consultant
BONUSLINK (M) SDN BHD
11.2000 - 01.2004
- Company Overview: BPO
- Managed customers’ inquiries, complaints & feedback
- Handled correspondence via email, fax, inbound, outbound with tact & diplomacy
- Organize & resolve unsettled customer disputes escalated by junior
- Write, contribute & edit the monthly company bulletin
- Organize & run road show counters to boost loyalty card membership
- Brief & educate new recruits on the in-house customer loyalty program & promotions
- Contribute to formulating the annual customer loyalty rewards program catalogue
- Employment Level: Executive
- Job Specialization: Help Desk
Education
BSc(Hons) - Science
University Malaya
Skills
English proficiency: written and spoken
Advanced MS Office skills
Client relationship management
Prioritization and scheduling
Advanced MS Office skills
Microsoft outlook, word, and Excel
Addressing complex escalations
Effective prioritization and scheduling
Customer-focused complaint resolution
Efficient issue resolution
Comprehensive understanding of products
Certification
1) PCE - Pre-Contract Examination in Insurance
References
Cik Siti, Basyerah, Team Leader, 017-3393280, 123RF Technology
QUALITIES
- Matured and well-balanced
- Reliable and trustworthy
- Ability to think out of the box
- Well read and articulate
- Experienced in various industries
- Suggestion giver and problem solver
- Apt at stress management
- Customer-focused & customer-centric
EXPECTED SALARY
Negotiable
NOTICE PERIOD
1 Month
Timeline
Senior Customer Relationship Executive
123RF TECHNOLOGY
06.2018 - Current
Air Traffic Controller (Probation)
DEPARTMENT OF CIVIL AVIATION
03.2013 - 01.2018
Resolutions Expert
STANDARD CHARTERED BANK (SCOPE INTERNATIONAL)
11.2010 - 01.2013
Personal Financial Consultant
ALLIANCE BANK BHD
03.2004 - 07.2010
Personal Financial Consultant
BONUSLINK (M) SDN BHD
11.2000 - 01.2004
BSc(Hons) - Science
University Malaya