Pungkamalan S.Thaventran
Petaling Jaya
Summary
Results-driven professional specialising in customer service and technical support within automotive environments. Skilled in customer relationship management, technical troubleshooting, and warranty processes. Experienced in diagnostic testing and CRM system utilisation to enhance service delivery and operational efficiency. Focused on driving continuous improvement in customer satisfaction through effective communication and problem-solving strategies.
Overview
3
3
Languages
1
1
Certification
16
16
years of professional experience
Work History
Customer Service Representative
Japan Airlines
Subang Jaya, Malaysia
12.2025 - 08.2026
- Managed inbound customer service calls, efficiently resolving queries and complaints to uphold satisfaction levels.
- Guaranteed first-class customer service, enthusiastically anticipating and catering to customer needs and requirements.
- Handled incoming telephone calls promptly to minimise customer waiting times and enhance customer satisfaction ratings.
- Addressed customer service enquiries quickly and accurately.
- Assisted customers with product-related questions, feedback and complaints.
- Responded to incoming enquiries promptly to ensure customer satisfaction.
- Maintained accurate records of customer interactions, detailing inquiries, comments, and resolutions for future reference.
- Followed up on customer interactions to provide further support.
- Streamlined communication channels between departments, ensuring timely resolution of customer issues.
Technical Support Engineer
Kaspersky
Cyberjaya, Malaysia
05.2024 - 09.2025
- Diagnosed and resolved technical issues for customers via phone, email, and remote access tools, improving client satisfaction and reducing downtime.
- Provided comprehensive support for hardware, software, and network problems, significantly reducing resolution times and boosting productivity.
- Responded to customer emails, calls, and live chat regarding technical malfunctions, resolving issues remotely.
- Used remote access to navigate and link to customer computers.
- Assisted customers with inquiries, enhancing their experience while setting up new systems, applications, and software.
- Installed and set up applications for clients, including anti-virus software and Microsoft office.
- Resolved service user requests within target timeframes.
- Utilised support tickets to manage and expedite service requests, tracking incidents for timely resolution.
- Asked customers targeted questions throughout troubleshooting to determine smart solutions.
- Configured networks to meet performance requirements.
Automotive Service Advisor
Wheelcorp Premium
Shah Alam, Malaysia
03.2020 - 10.2022
- Greeted customers upon arrival at the automotive service centre, offering immediate assistance with their vehicle needs.
- Scheduled service appointments efficiently, coordinating with the workshop team to manage workload and customer expectations.
- Monitored service progress, updating customers regularly on the status of their vehicle's repairs or maintenance.
- Advised customers on necessary vehicle repairs and maintenance, providing detailed explanations of technical issues.
- Advised customers on maintenance schedules and recommended services for vehicle longevity.
- Provided customers with quotes for repairs, including parts and labour costs, ensuring transparency and trust.
- Prepared detailed estimates for repairs and services, obtaining customer approval prior to commencing work.
- Liaised between customers and technicians, translating technical language into easily understandable terms.
- Conducted follow-up calls to confirm customer satisfaction and resolve any outstanding issues.
- Conducted pre-delivery inspections and coordinated vehicle handovers, ensuring high standards of customer care.
- Managed warranty claims process, liaising with manufacturers to secure authorisations and payments.
- Utilised CRM systems to record customer interactions, service history, and feedback for continuous improvement.
- Kept daily administration up-to-date for reliable reference of servicing works performed.
- Registered new vehicles and set up service reminders to encourage customer loyalty.
Automotive Service Advisor
Quill Automobile
Petaling Jaya, Malaysia
11.2016 - 08.2019
- Greeted customers upon arrival at the automotive service centre, offering immediate assistance with their vehicle needs.
- Monitored service progress, updating customers regularly on the status of their vehicle's repairs or maintenance.
- Scheduled service appointments efficiently, coordinating with the workshop team to manage workload and customer expectations.
- Assessed required repairs and advised customers of cost and timescale for work completion.
- Advised customers on necessary vehicle repairs and maintenance, providing detailed explanations of technical issues.
- Advised customers on maintenance schedules and recommended services for vehicle longevity.
- Provided customers with quotes for repairs, including parts and labour costs, ensuring transparency and trust.
- Handled administrative tasks related to service advising, including invoicing, service records, and customer databases.
- Liaised between customers and technicians, translating technical language into easily understandable terms.
- Resolved customer complaints with professionalism, offering viable solutions to maintain high levels of customer service.
- Conducted follow-up calls to customers post-service, gathering feedback to enhance service quality and customer satisfaction.
- Managed warranty claims process, liaising with manufacturers to secure authorisations and payments.
- Utilised CRM systems to record customer interactions, service history, and feedback for continuous improvement.
- Analysed customer feedback to identify trends and areas for service enhancement.
- Participated in workshops and training sessions to stay updated on the latest automotive trends and service techniques.
- Processed customer payments for services rendered, employing both cash and electronic transaction methods.
Automotive Technician
Quill Automobile
Puchong, Malaysia
12.2015 - 09.2016
- Utilised advanced diagnostic equipment to accurately identify automotive problems, significantly reducing troubleshooting time.
- Identified mechanical faults, diagnosed causes and ordered parts to effectively resolve issues.
- Monitored vehicle mileage regularly and recommended necessary maintenance, including belts, fluid flushing and gasket replacements, ensuring optimal vehicle performance.
- Replaced defective engine components with high-quality parts, improving vehicle efficiency and power.
- Drained old oil from engine, replaced filters and added correct amount of new oil.
- Used technical manuals and repair documentation to plan and implement high-quality corrections to various owner issues.
- Trained junior technicians in petrol engine diagnostics and repair techniques, contributing to enhanced team skill levels and service quality.
- Complied with warranty procedures during repairs and with warranty material on repair completion.
Automotive Engineer
Quill Automobile
Petaling Jaya, Malaysia
01.2013 - 11.2015
- Performed diagnostic investigations into vehicle electrical system faults, providing reports on faults found and recommending solutions.
- Conducted electrical system repairs, including battery replacements and wiring issues, improving vehicle functionality.
- Conducted routine maintenance checks on vehicles, including oil changes and tyre rotations, ensuring compliance with safety standards and enhancing vehicle reliability.
- Performed oil changes, filter replacements, and ensured proper oil levels, maintaining vehicle performance and longevity.
- Checked vehicle mileage to determine maintenance needs and determined necessary maintenance, including belts, fluids flushing or gasket replacements.
- Reviewed brakes and assessed whether pads needed replacement, discs should be turned or other service requirements.
- Restored and replaced damaged parts to eliminate further issues.
- Measured tread depth on customer vehicles to assess safety and discussed safety levels with customers.
- Prioritised urgent repairs, demonstrating flexibility and a commitment to customer satisfaction.
- Met daily, weekly and monthly service and repair targets consistently to improve customer satisfaction.
- Assisted in the training of apprentice mechanics, imparting knowledge and fostering a skilled workforce.
- Kept service and repair documentation accurate and up-to-date, complying with company standards and legal requirements.
Automotive Engineer
Quill Automobile(Internship)
Selangor, Malaysia
05.2012 - 11.2012
- Diagnosed and repaired a wide range of vehicle issues, including engine malfunctions and electrical faults, to maintain optimal performance.
- Carried out diagnostic testing to correctly locate issues and deliver swift, precise repair.
- Specialised in the servicing and repair of brakes, suspension systems, and exhausts, enhancing vehicle safety and reliability.
- Restored and replaced damaged parts to prevent recurrence of issues and enhance vehicle reliability.
- Performed computerised alignments of diverse vehicles.
- Conducted thorough inspections and maintenance services on a variety of vehicle makes and models.
- Extracted old oil, replaced filters, and added new oil to ensure optimal vehicle performance during servicing processes.
- Maintained cleanliness in vehicle repair areas, minimising risk of injury and ensuring a safe working environment.
Automotive Technician
Nissan(Internship)
Petaling Jaya, Malaysia
01.2011 - 03.2011
- Repaired and replaced faulty components such as brakes, exhaust systems, and transmissions, enhancing vehicle performance.
- Dismantled vehicle parts to diagnose faults, ensuring accurate repairs.
- Identified issues and analysed information to deliver effective solutions.
- Conducted routine maintenance checks on vehicles, including oil changes and tyre rotations, to uphold safety standards.
- Removed old oil, replaced filters and added correct amount of new oil.
- Managed workflow in the workshop to consistently meet service time targets.
- Upheld workshop safety protocols, minimising risk of accidents and injuries during repair work.
Education
Certificate of Higher Education - Automotive Engineering
TanChong EDU
Petaling Jaya01-2012
Certificate of Higher Education - Automotive Engineering
The Otomotif College
Petaling Jaya01-2009
GCSEs - SPM
SMK (L) BUKIT BINTANG
Petaling Jaya01-2008
Skills
- Customer service focus
- Customer Service
- Customer relationship management
- Customer onboarding
- Customer engagement
- Call centre operations
- Customer interaction tracking
- Service scheduling
- Service feedback analysis
- Service orientation
- Time management
- Communication skills
- Active listening
- Problem solver
- Adaptive problem solving
- Technical troubleshooting
- Remote support
- Technical product knowledge
- Product knowledge
- Microsoft Office
- Appointment scheduling
- Payment processing
- POS systems expertise
- Knowledge of crm software
- Vehicle mechanics
Languages
English
Proficient
C2
Malay
Advanced
C1
Tamil
Intermediate
B1
Certification
- LEVEL 1,2&3 Automotive Engineer certified
- BMW Malaysia 4 Series Certified
Interests
- Playing Futsal
- Playing Badminton
- Reading Books
Timeline
Customer Service Representative
Japan Airlines
12.2025 - 08.2026
Technical Support Engineer
Kaspersky
05.2024 - 09.2025
Automotive Service Advisor
Wheelcorp Premium
03.2020 - 10.2022
Automotive Service Advisor
Quill Automobile
11.2016 - 08.2019
Automotive Technician
Quill Automobile
12.2015 - 09.2016
Automotive Engineer
Quill Automobile
01.2013 - 11.2015
Automotive Engineer
Quill Automobile(Internship)
05.2012 - 11.2012
Automotive Technician
Nissan(Internship)
01.2011 - 03.2011
Certificate of Higher Education - Automotive Engineering
TanChong EDU
Certificate of Higher Education - Automotive Engineering
The Otomotif College
GCSEs - SPM
SMK (L) BUKIT BINTANG