RANJINI SUBHAS
Johor bahru
Summary
I am a responsible, diligent, and self-motivated individual. I am a capable team player who can work effectively in both group environments and on my own initiative. I am flexible in any difficult situation. I'm a good team player who is keen to learn and pick up new skills. I'm an outgoing person with good communication skills, integrity, and punctuality.
Overview
10
10
years of professional experience
3
3
years of post-secondary education
Work History
Control Room Supervisor
Cartrack Malaysia
07.2023 - Current
- Assign tasks to the employees
- Manages and oversees the answering of phone calls from customers , whether is it taking orders , resolving complaints , answering queries and providing information.
- Motivates and supports agents through feedback and communication.
- Answer questions from staff and provide guidance
- Take over calls when needed
- Measure performance with key metrics such as call abandonment
- Prepare attendance reports monthly
- Create a standard script for employees to refer, if needed
- Report any issues to the management
Control Room Agent Team Leader
Cartrack Malaysia
09.2019 - 06.2023
- Ensure that the company’s customer database is properly entered and kept in a way that whenever any information is needed in the future, it can be easily accessed
- Handling control room cases
- Answering inbound and make outbound calls
- Escalate customer issue to relevant dept and ensure proper follow up
- Coaching staff on product knowledge
- Guide new staff with work process
- Guide all the agents with scheduling, system and call script
Control Room Agent
Cartrack Malaysia
06.2016 - 08.2019
- Ensure that the company’s customer database is properly entered and kept in a way that whenever any information is needed in the future, it can be easily accessed
- Ensure the performing role is expected to be familiar and knowledgeable about the products and services
- Respond to inquiries and queries from customers and provide a thorough and speedy resolve
- Handling control room cases
- Scheduling and set appointment for customer
- Answering inbound and make outbound calls
- Escalate customer issue to relevant dept and ensure proper follow up
- Assisting customer through social media
Call Centre Agent
Tconnect Cyberport Johor
02.2014 - 05.2016
- Handle customer inquiries through inbound calls and emails
- Escalate inquiries to relevant department and ensure proper follow up
- Promote company membership
- Check bpoint and add redeem point for customer account
- Train customer care weekly on product knowledge
- Brief daily promotions
- Assist any administrative duties
Education
Diploma in Electronic Business -
Cosmopint International College of Technology
06.2011 - 05.2014
Skills
Microsoft Word
Microsoft Excel
Handling calls and Mail
Strong Work Ethic
Personal Information
- Place of Birth: Johor
- Gender: Female
- Nationality: Malaysian
- Marital Status: Single
Timeline
Control Room Supervisor
Cartrack Malaysia
07.2023 - Current
Control Room Agent Team Leader
Cartrack Malaysia
09.2019 - 06.2023
Control Room Agent
Cartrack Malaysia
06.2016 - 08.2019
Call Centre Agent
Tconnect Cyberport Johor
02.2014 - 05.2016
Diploma in Electronic Business -
Cosmopint International College of Technology
06.2011 - 05.2014
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