Rachel Ramiah
Johor Bahru
Summary
Dynamic customer service representative with extensive experience in customer service. Highly organized professional establishes relationships with customers. Stays calm under pressure. Motivated individual with experience in customer service and sales. Skilled in building customer relationships and understanding customer needs. Strong communication and interpersonal skills for providing superior customer service. Outside sales specialist with strength in negotiations, e-commerce and customer service. Excellent interpersonal and time management skills. Results-oriented sales worker engages with customers to help establish rapport. Proven track record of building customer relationships and successfully closing sales. Committed to delivering exceptional customer service and exceeding sales goals. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level executive management position. Ready to help team achieve company goals. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
13
13
years of professional experience
Work History
Customer Service Sales Representative
Bottom Slim Wellness
05.2024 - Current
- Followed up with customers after completed sales to assess satisfaction and resolve technical or service concerns.
- Computed total costs and profit requirements for customer sales to provide accurate pricing.
- Recorded accurate and efficient records in customer database.
- Selected correct products based on customer needs, product specifications and applicable regulations.
- Met existing customers to review current services and expand sales opportunities.
- Generated advertising brochure for vendor use.
- Promoted conversion of casual shoppers into customers through product knowledge and product solutions to meet customer needs.
- Maintained current knowledge of evolving changes in marketplace.
- Negotiated prices, terms of sales and service agreements.
- Trained new employees on customer service, money handling and organizing strategies.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Set and achieved company defined sales goals.
- Contributed to event marketing, sales and brand promotion.
- Presented professional image consistent with company's brand values.
- Identified new business opportunities through cold calling, networking, marketing and prospective database leads.
- Kept detailed records of daily activities through online customer database.
- Developed, maintained and utilized diverse client base.
- Met with customers to discuss and ascertain needs, tailor solutions and close deals.
- Stayed current on company offerings and industry trends.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
- Built diverse and consistent sales portfolio.
- Monitored service after sale and implemented quick and effective problem resolutions.
- Built relationships with customers and community to promote long term business growth.
Customer Management Executive
TELECONTINENT SDN. BHD.
01.2020 - 04.2024
- Provided team with tools to complete deliverables.
- Led communication and change management for organizations.
- Developed projects and tracked performance.
- Utilized critical thinking skills and decisive judgment to work with minimal supervision.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Delivered superior customer service to strengthen relationships and drive future business revenue.
- Created training guides and in-person and online training courses to improve customer user experience in Technical environment.
- Made customers aware of current and new programs and services.
- Reviewed overdue tickets and followed-up with customer support personnel to resolve root cause of delay.
- Liaised between customers and organization with particular focus on working with sales department.
- Created customer support strategies to increase customer retention.
- Assisted with conflict resolution during partnership negotiations and acquisitions.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Produced and implemented customer satisfaction guarantee program which directly resulted in 60% increase in sales.
- Worked with clients to address and respond to client and partnership management issues.
- Directed -person team of customer service personnel while helping front-line team members work effectively with over 50 daily customers.
- Reinforced established quality control standards and followed procedures for optimal customer interactions.
Customer Service Professional
TELEKOM MALAYSIA
01.2015 - 12.2020
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Responded to customer requests for products, services, and company information.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Tracked customer service cases and updated service software with customer information.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Promptly responded to inquiries and requests from prospective customers.
- Investigated and resolved accounting, service and delivery concerns.
- Created and maintained detailed database to develop promotional sales.
- Managed timely and effective replacement of damaged or missing products.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Sought ways to improve processes and services provided.
- Responded proactively and positively to rapid change.
- Educated customers about billing, payment processing and support policies and procedures.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
- Increased efficiency and team productivity by promoting operational best practices.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Cross-trained and provided backup support for organizational leadership.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Implemented and developed customer service training processes.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Met customer call guidelines for service levels, handle time and productivity.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Operated in dynamic, high-volume environments to provide skilled assistance to more than 100 customers each day.
- Operated in dynamic, high-volume environments to provide skilled assistance to more than 120 customers each day.
Admin Executive
PMC GLOBAL SUPPORT SERVICES (M) SDN. BHD.
01.2012 - 12.2015
- Processed travel expenses and reimbursements for executive team and senior management group.
- Screened calls and emails and initiated actions to respond or direct messages for managers.
- Organized and coordinated conferences and monthly meetings.
- Answered high volume of phone calls and email inquiries.
- Developed and maintained automated alert systems for important deadlines.
- Updated spreadsheets and created presentations to support executives and boost team productivity.
- Screened calls and emails and responded accordingly to support executive correspondence.
- Transcribed meeting minutes to support sales, business development and senior management teams.
- Used advanced software to prepare documents, reports, and presentations.
- Handled confidential and sensitive information with discretion and tact.
- Updated spreadsheets and databases to track, analyze, and report on performance and sales data.
- Facilitated training and onboarding for incoming office staff.
- Managed executive calendars, scheduling meetings and appointments and coordinating travel arrangements to optimize time.
- Created and managed office systems to efficiently deal with documentation.
- Supported business and hospitality needs of corporate partners and staff during meetings and company events.
- Filed paperwork and organized computer-based information.
- Wrote reports, executive summaries and newsletters.
- Used QuickBooks to produce monthly invoices, reports, and other deliverables.
- Promoted team productivity by keeping supplies organized and well-stocked.
- Streamlined operations and prioritized tasks, allowing senior staff to increase productivity.
- Screened personal and business calls and directed to appropriate party.
- Managed mail and both incoming and outgoing correspondence, mail, email and faxes.
- Greeted arriving visitors, determined nature and purpose of visit and directed individuals to appropriate destinations.
- Updated and maintained confidential databases and records.
- Worked with senior management to initiate new projects and assist in various processes.
- Coordinated events and worked on ad hoc projects.
- Upheld strict timetables by maintaining accurate, balanced calendars.
- Led staff and vendors in providing high level of service for owner and guests.
- Took notes and dictation at meetings.
- Handled logistics, catering, agendas and travel arrangements for meeting and event planning for board of directors, president and executive vice president.
- Volunteered to help with special projects of varying degrees of complexity.
- Organized logistics and materials for each meeting and took detailed notes for later dissemination to key stakeholders.
- Organized due diligence in preparation for sale of business unit.
- Interviewed, recruited and trained new onboarding candidates.
- Implemented company policies, technical procedures and standards for preserving integrity and security of data, reports, and access.
- Established clear and competitive goals, growth roadmaps, and strategic business plans.
Education
High School Diploma -
Jalan Bukit Kajang
Malaysia01.2002
Skills
- COMPUTER SKILLS
- MANAGEMENT SKILLS
- KNOWLEDGE IN PAYROLL
- HR LEGAL COMPLIANCE
- EFFECTIVE MULTITASKER
- LEADERSHIP
- INTERPERSONAL SKILLS
- ACTIVE LISTENING
- TEAMWORK
- TIME MANAGEMENT
- CRITICAL THINKING
- PROBLEM SOLVING
- Customer Complaint Resolution
- Customer Needs Assessment
- Incoming Call Management
- Business growth and retention
- Appointment Scheduling
- CRM Software
- Customer Education
- Shipping coordination
- Goal-Oriented
- Sales Quota Achievement
Languages
ENGLISH
BAHASA MELAYU
BAHASA TAMIL
References
- MR.MURALI, Boss, 012 - 630 3409
- MR.SANJAY, Team Leader, 011-3664 9466
Timeline
Customer Service Sales Representative
Bottom Slim Wellness
05.2024 - Current
Customer Management Executive
TELECONTINENT SDN. BHD.
01.2020 - 04.2024
Customer Service Professional
TELEKOM MALAYSIA
01.2015 - 12.2020
Admin Executive
PMC GLOBAL SUPPORT SERVICES (M) SDN. BHD.
01.2012 - 12.2015
High School Diploma -
Jalan Bukit Kajang
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