Premewathii Seggran
Customer Experience Specialist
Johor Bahru, Johor
Summary
Senior customer service executive with 6+ years of experience with the track record of exceeding performance goals and driving customer satisfaction. Proficiency in using CRM systems, analyzing customer feedback and implementing process improvements. Passionate about creating a positive customer experience and contributing to the overall success of the organization.
Overview
14
14
years of professional experience
3
3
Languages
Work History
CX. Operations
Castlery
01.2025 - Current
- Assist customers across multiple channels (Phone, Live Chat, WhatsApp, SMS, and Email), addressing inquiries related to orders, deliveries, product information, and special requests.
- Coordinate with logistics and order management teams to ensure smooth and timely fulfillment of customer needs.
- Maintain service quality and performance standards across key metrics.
Senior Customer Service Executive
Startek (FKA – Aegis BPO Malaysia)
01.2020 - 01.2025
- Assisted customers through phone, email, live chat, handling an average of 50 inquiries per day with a 90% satisfaction rating.
- Handled customer queries, complaints and feedback through various digital channels (Email, live chat, phone calls).
- Worked well independently and on a team to resolve issues.
- Worked to support the company mission and always adhered to company protocol.
- Achieved performance related to KPI and SLA.
- Proficiency in Zendesk Software & Microsoft Dynamics 365 usage.
Telemarketing Executive
357 Creative Marketing Sdn.Bhd
01.2019 - 01.2019
- Performed lead qualification generated by marketing database.
- Data gathering and researching new prospects for the sales team to action.
- Primarily dealing with new business, meeting customer satisfaction.
- Researched target audiences and created lists of people and businesses to reach out to.
Leads Consultant
Evolve Marketing Sdn.Bhd
01.2017 - 01.2019
- Performed outbound survey, calls to Asia, Europe, and Middle East countries to obtain potential clients.
- Achieved performance related KPI such as lead qualification, profiling and any outbound defined service.
- Achieved all specific process and production goals each month.
- Exceeded daily, weekly, monthly sales target.
Administration Officer
Susi Jayy Instinct Builders Sdn.Bhd
01.2016 - 01.2017
- Organizing and storing paperwork, documents and computer-based information.
- Managed clerical and other administrative staff.
- Delegated and monitored clerical and administrative tasks to increase workflow.
- Successfully handled all clerical and administrative duties including answering phones, recording and relaying messages, and providing callers and walk-ins with required information.
Customer Acquisition Officer
HSBC- Venture Media Consultancy Pte. Ltd
01.2012 - 01.2016
- Made outbound sales calls to customers to promote banking products.
- Managed a high-volume workload within a deadline-driven environment.
- Managed cold-calls and challenging situations.
- Meet and exceed bank and company sales targets.
- Worked well independently and with others.
- Adhered to the company's proven Sales Methodologies and consistently applied them.
- Attracted and retained customers at a high rate.
Education
Diploma - Business Management
Olympia College
01.2020
SPM - Arts Stream
SMK Taman Desa Skudai
01.2011
Skills
● Interpersonal Communication Skills
● Proficiency in MS Office Suite and Internet research
● Cold and warm calling
● Excellent customer service
● Dedicated team player
● Lead Generation
● Telemarketing
● Technical Skills
● Proficiency in Zendesk Helpdesk Software, MS Dynamic 365 & Gladly Software
References
Sivananthan, Anandam, Operations Manager, sivananthan.anandam@startek.com, 60 12-774 7143
Preference
- Availability – Immediate
- Expected salary - Negotiable
Violinist
Classically trained violinist, Grade 4 certified
Timeline
CX. Operations
Castlery
01.2025 - Current
Senior Customer Service Executive
Startek (FKA – Aegis BPO Malaysia)
01.2020 - 01.2025
Telemarketing Executive
357 Creative Marketing Sdn.Bhd
01.2019 - 01.2019
Leads Consultant
Evolve Marketing Sdn.Bhd
01.2017 - 01.2019
Administration Officer
Susi Jayy Instinct Builders Sdn.Bhd
01.2016 - 01.2017
Customer Acquisition Officer
HSBC- Venture Media Consultancy Pte. Ltd
01.2012 - 01.2016
Diploma - Business Management
Olympia College
SPM - Arts Stream
SMK Taman Desa Skudai
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