RAVEENA POUPALAN
CCSS Representative
Kuala Lumpur
Summary
Dynamic customer service professional with a proven track record at HSBC, excelling in conflict resolution and CRM systems. Adept at fostering strong client relationships and driving first-call resolutions, leveraging negotiation skills to enhance customer satisfaction. Committed to delivering exceptional service and improving operational efficiency in fast-paced environments.
Overview
5
5
years of professional experience
1
1
Language
Work History
CCSS Representative
Hong Kong & Shanghai Banking Corporation (HSBC)
03.2025 - Current
- Handling a range of banking enquiries to support customer with their banking needs.
- Delivering a strong customer experience through each interaction, demonstrating ownership to drive first call resolutions.
Customer Service Associate
Lalamove Malaysia Sdn.Bhd
10.2023 - 08.2024
- Monitored fulfillment and help customers find vehicle for the orders made.
- Managed corporate users and their requests. Resolve user conflicts and performance issues related to drivers.
Protege Retail HSE
Tenaga Nasional Berhad
12.2022 - 08.2023
- Actively participated in accident investigation, preparation of report and monitored status of action plan.
- Participated in company’s safety campaigns, engagement programs and trainings.
- Assisted supervisor in conducting risk assessment hazard identification and identifying significant hazards.
Customer Service Associate
TDCX MY Sdn.Bhd
08.2022 - 12.2022
- Responded to customer needs through competent customer service and prompt problem-solving.
- Accurately tracked and recorded customer interactions in CRM platform.
Customer Service Representative
ZALORA
10.2021 - 04.2022
- Built strong relationships with field operations team to support business development opportunities and improve services. Provided customers with updates and periodic statements on service developments and changes in trends.
Customer Service Agent
Brandt International Sdn. Bhd
09.2020 - 12.2020
- Responded to customer requests for products and services through live chat.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Education
Bachelor of Business (International Business) -
Universiti Malaysia Perlis (UniMAP)
04.2001 -
Skills
Negotiation & Conflict Resolution
Salesforce
Zendesk
Brand Representation
Customer Relationship Management
HUB
Timeline
CCSS Representative
Hong Kong & Shanghai Banking Corporation (HSBC)
03.2025 - Current
Customer Service Associate
Lalamove Malaysia Sdn.Bhd
10.2023 - 08.2024
Protege Retail HSE
Tenaga Nasional Berhad
12.2022 - 08.2023
Customer Service Associate
TDCX MY Sdn.Bhd
08.2022 - 12.2022
Customer Service Representative
ZALORA
10.2021 - 04.2022
Customer Service Agent
Brandt International Sdn. Bhd
09.2020 - 12.2020
Bachelor of Business (International Business) -
Universiti Malaysia Perlis (UniMAP)
04.2001 -
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