Summary
Overview
Work History
Education
Skills
Accomplishments
Additional Information
Timeline
Generic
Rantenni Pugalenthiran

Rantenni Pugalenthiran

Petaling Jaya

Summary

Dynamic professional with extensive experience in customer support, excelling in customer relationship management and complaint resolution. Proven track record in enhancing client satisfaction and improving first-call resolution rates. Adept at multitasking and fostering teamwork, leveraging strong problem-solving skills and proficiency in MS Office to drive operational efficiency.

Overview

9
9
years of professional experience
3
3
Languages

Work History

Contact Centre Consultant

CIMB Bank Berhad
Kuala Lumpur, Kuala Lumpur
04.2020 - Current
  • Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
  • Managed high call volumes while providing exceptional customer support and maintaining professional composure.
  • Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
  • Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
  • Provided personalized assistance to clients, fostering strong relationships and promoting brand loyalty.
  • Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
  • Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
  • Effectively communicated complex information in a digestible format for callers of varying levels of technical understanding.
  • Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
  • Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
  • Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
  • Collaborated with team members to share best practices and improve overall team performance in meeting targets.
  • Mentored new hires as they navigated our systems and protocols, fostering teamwork within the call center.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.

Finance GST Clerk

Assunta Hospital PJ
Petaling Jaya, Selangor
10.2019 - 01.2020
  • Supported the finance team by processing invoices and expense claims promptly and accurately.
  • Processed daily financial transactions in support of finance team objectives.
  • Maintained filing system and organized customer documents for easy retrieval of information.
  • Utilized strong multitasking skills to manage multiple priorities and tasks, ensuring timely completion of each assignment.
  • Supported administrative staff with timely completion of daily tasks, ensuring smooth office operations.
  • Provided quality clerical support through data entry and document management.

Administrative Executive

MAGICELL SDN. BHD.
Kuala Lumpur, Kuala Lumpur
08.2018 - 07.2019
  • Ensured compliance with all relevant regulations, maintaining accurate records of financial transactions and reporting requirements.
  • Improved financial accuracy by diligently reviewing and reconciling daily transactions.
  • Ensured timely processing of invoices for accurate financial reporting.
  • Maintained organized filing system for easy access to important financial documents.
  • Managed accounts payable and receivable, ensuring all transactions were recorded accurately and on time.
  • Documented financial data, files and records.
  • Facilitated smooth month-end closing processes by preparing necessary journal entries, account analyses, and supporting schedules.

Account & Admin Executive

VECTORSIDECO TOUR & SERVICES SDN. BHD
Kuala Lumpur, Kuala Lumpur
12.2016 - 07.2018
  • Oversaw payroll,salaries, accounts, and monthly reports.
  • Managed administrative duties such as scanning, printing, and filing of documents.
  • Processing bills and payment functions, such as license applications and payments, credit cards, utilities, staff expenses, monthly claims, and ensuring all claims are properly authorized.
  • Processing and documenting tax invoices, credit notes, and debit notes.
  • Processing suppliers' invoices and payments.
  • Prepared an open vacancy on the company's internal portal and website.

Education

Certificate-Pet Care Programmer (PCP)

Society For The Prevention of Cruelty To Animals
Kuala Lumpur

Diploma in Accounting

Malvern International Academy
Kuala Lumpur
04.2001 -

Certificate Flight Attendant Preparatory Course

Inter Excel Advisory Sdn.Bhd
Kuala Lumpur
12-2014

Sijil Pelajaran Malaysia (SPM)

Sekolah Menengah Kebangsaan Assunta, PJ
Petaling Jaya, Selangor
12-2013

Skills

Customer relationship management

Accomplishments

CIMB Bank Berhad

  • Played key role as UAT Tester in CRM migration project (Siebel to Rubik, 2023-2025).
  • Consistently achieved Superstar Tier (Top Productivity) for 12 consecutive months (2024).
  • Delivered excellent customer service with zero customer dissatisfaction in 2024.
  • Recognized for going the extra mile with customer compliments

Additional Information

REFERENCES

Mr. Sanjeev Kumar

CIMB Bank Berhad, Consumer Contact Centre

Vice President (Senior Service Manager)

E: sanjeev.chandrakumar@cimb.com

T : 016-5216259



MS. Kelly Chew Kai Lee
Vectorsideco Tour & Services Sdn.Bhd

Operation Director
T: 03-7972 8495 / 017-636 8112

Timeline

Contact Centre Consultant

CIMB Bank Berhad
04.2020 - Current

Finance GST Clerk

Assunta Hospital PJ
10.2019 - 01.2020

Administrative Executive

MAGICELL SDN. BHD.
08.2018 - 07.2019

Account & Admin Executive

VECTORSIDECO TOUR & SERVICES SDN. BHD
12.2016 - 07.2018

Diploma in Accounting

Malvern International Academy
04.2001 -

Certificate-Pet Care Programmer (PCP)

Society For The Prevention of Cruelty To Animals

Certificate Flight Attendant Preparatory Course

Inter Excel Advisory Sdn.Bhd

Sijil Pelajaran Malaysia (SPM)

Sekolah Menengah Kebangsaan Assunta, PJ

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