PRIYASAGAYA NAIR A/P CHANDARAN

Reliable and organized Senior Quality Analyst with 10+ years of experience leveraging excellent time management and quality assurance skills. Proficient in operation of standard warehouse equipment and committed to facilitating team productivity.

• Nationality: Malaysian
• Marital Status: Married

• Quality Assurance, Teledirect Telecommerce (Samsung Project), 07/01/17, 12/31/23, MYR 4,300.00, Monitoring and maintaining my team's performance on a daily basis., Part of the team that handled the Note 7 crisis for Samsung., Prepare Management Monthly Comparison reports for the entire Samsung Project., Arranging and delivering weekly feedback and coaching sessions with teammates to ensure that they are on track with their performance and goals., Identify pain points faced by each team member in achieving their goals, and identifying solutions to reducing the pain points., Develop process flow for each segment to identify top issues and establish a workaround to optimize team’s performance., Work extensively with clients to create a process flow to ensure on KPI achievement on a monthly basis.
• Quality Assurance, Asurion Technology Malaysia, 02/01/17, 07/31/17, MYR 3,500.00, Deliver coaching feedback to agents., Conduct and evaluate customer feedback surveys (NPS)., Prepare management reports., Developing soft skills Tech Bytes and short refreshers course focusing on agent’s impacted area in a call., Listened to calls either recorded live or side-by-side while communicating feedback., Encouraged good practices and create action plan for low performers., Identify call failure to meet predefined standards and identified the problem., Implemented agent training and coaching initiatives., Understood the priority of the organization and evaluated call behaviours and adherence to policy., Provided tips to non-achievers on ways to improve work performance., Identified areas and opportunities to upgrade quality standards within management processes and systems.
• Technical Specialist, Asurion Technology Malaysia, 09/01/16, 02/28/17, MYR 3,500.00, Provide customers with efficient assistance through inbound, outbound and chat services., Provide best and recommended suggestions to customers related to technical issues through technology and technical methods., Ensuring call resolution within the AHT benchmark while maintaining the highest level of quality support in every customer interaction., Ability to multi-task and prioritize each task that is assigned., Continuous probing skills to identify the root cause of their issues and detailed troubleshooting to help resolve the problems., Usage of every available resources to gain great help to customers., Knowledge in using Screen Sharing tools to better understand customer’s issue and to make it easy for customer to follow instruction given to resolve case.
• Apple Product Specialist Advisor, Xerox Malaysia, 06/01/15, 02/28/16, MYR 3,000.00, Handle technical-support and support related questions for Client customers and partners., Providing prompt, reliable, and accurate information to customers while maintaining effective communications during conversations by adjusting to the pace and technical level of the customer., Ensuring call resolution in a timely manner, while maintaining the highest level of quality support in every customer interaction., Accurately logging all interactions via Client’s Contact Management System., Recognizing and adjusting support approach to accommodate all levels of customer’s experience., Communicating positively with team members, customers, and other partners., Escalating issues to the appropriate department according to Client’s Procedures.
• Customer Service Executive, SCICOM (MSC) Berhad, AirAsia X Berhad, 11/01/13, 03/31/15, MYR 2,200.00, Provide first call Resolution to prevent customer call back., Deal directly with customers either by telephone, electronically or face to face., Respond promptly to customer inquiries., Handle and resolve customer complaints., Obtain and evaluate all relevant information to handle product and service inquiries., Provide pricing and booking information., Perform customer verifications., Process orders, forms, applications and requests for purchase flight tickets., Direct requests and unresolved issues to the designated resource., Keep records of customer interactions and flight ticket purchases., Record details of inquiries, comments, complaints and action taken., Prepare and distribute customer activity reports., Maintain customer databases., Manage administration., Communicate and coordinate with internal departments.
• Front Desk Officer, Westin Hotel, KL, 10/01/12, 02/28/13, MYR 2,000.00 (point basis), Manage the registration process and booking., Handle guest check-ins and check-outs appropriately., Operate hotel switchboard, take calls and provide information and transfer calls., Manage accurate accounting of all rooms., Take reservations over the telephone, through emails and in person., Answer queries regarding the hotel’s services, charges, dining facilities, sports facilities and travel directions., Explain appropriate use of keys and ensure that guests are satisfied with the rooms allotted to them., Balance cash at the end of the shift and generate accounting reports for the benefit of the next shift.
• Sales Executive (Inbound), SCICOM (MSC) Berhad, Singtel, Sales Department, 10/01/10, 09/30/12, MYR 2,100.00 Basic + Commission, Solicit orders for goods and services over the telephone., Explain the product or service to potential customers., Provide pricing details and handle customer questions., Record customer details including reaction to the product or service offered., Receive orders over the telephone., Input order details into the computer system., Confirm orders placed with field sales representatives., Obtain contact details of potential customers from sources including telephone directories and purchased lists., Schedule appointments for sales staff to meet prospective customers., Conduct customer and marketing surveys., Answer telephone calls from potential customers who are responding to advertisements., Contact customers to follow up on initial interaction.