RENVEER SINGH
Customer Service Executive
Kuala Lumpur
Summary
Customer Service professional with 7 years of experience in ecommerce, e-hailing, trust & safety, and customer support. Skilled in SLA management, handling inquiries and escalations, and account onboarding to improve customer satisfaction. Strong communication, active listening, and problem-solving abilities, with a track record of delivering accurate and timely solutions. MBA in Risk Management, with operational and analytical skills, capable of managing multiple priorities while supporting team goals.
Overview
9
9
years of professional experience
5
5
Languages
Work History
Customer Experience Operations
Bolt (Malaysia)
10.2024 - 04.2025
- Supported daily CX operations across calls, chats, and emails—ensuring SLA, CSAT, and quality compliance.
- Managed escalations, analyzed weekly reports, and optimized response workflows for faster resolution.
- Collaborated with internal teams and BPO partners to enhance service delivery and customer satisfaction.
- Logged cases, updated CRM systems, and ensured all customer details were recorded properly.
- Excellent communication skills, both verbal and written.
Customer Support Executive
TDCX (Shopee Account)
03.2024 - 10.2024
- Managed seller and buyer inquiries, onboarding, account activation, and escalations, ensuring fast and accurate resolution.
- Monitored KPIs (AHT, CSAT, Quality Score, response rate) and supported continuous process improvements.
- Provided shift coverage, queue monitoring, and resolved peak-hour escalations to meet daily performance targets.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Content Operations
ByteDance / TikTok
03.2019 - 03.2024
- Monitored and reviewed user content to ensure platform safety and policy compliance.
- Supported global moderation and escalation processes for risk and compliance.
- Contributed to workflow improvement and quality calibration activities.
- Managed customer complaints and performed service recovery to maintain high satisfaction.
- Worked closely with teammates to ensure smooth daily operations and meet SLA requirements.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
Technical Support Engineer
Fuji Xerox (SG/ANZ Market)
08.2017 - 01.2019
- Provided remote assistance to clients via Oracle CRM, ensuring timely resolution and service recovery of server/network issues with minimal downtime.
- Maintained clear communication channels with clients throughout the troubleshooting process, ensuring transparency and satisfaction.
- Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
- Supported new team members with basic training and product knowledge (buddy support).
Subject Matter Expert
Facebook (Accenture)
02.2016 - 06.2017
- Led content moderation audits, conducted quality checks, and analyzed trends to improve operational accuracy and compliance.
- Coordinated QA calibration sessions and provided expert guidance on critical projects to enhance team performance and consistency.
- Managed complex projects end-to-end, delivering high-quality results within tight deadlines and supporting strategic initiatives.
Education
MBA - Risk Management
UNIRAZAK
Kuala Lumpur03-2025
BBA - Business Management
UNITAR International University
Kuala Lumpur 04.2001 -
Skills
Customer Service (Call / Chat / Email)
Highlights
- Skilled in resolving customer issues, handling inquiries, and maintaining service excellence.
- Experienced in team support, performance monitoring, and meeting SLA/CSAT targets.
- Culturally adaptable with regional experience across Singapore and Malaysia.
- Immediate availability | EP-eligible | Expected Salary: SGD 2800
Timeline
Customer Experience Operations
Bolt (Malaysia)
10.2024 - 04.2025
Customer Support Executive
TDCX (Shopee Account)
03.2024 - 10.2024
Content Operations
ByteDance / TikTok
03.2019 - 03.2024
Technical Support Engineer
Fuji Xerox (SG/ANZ Market)
08.2017 - 01.2019
Subject Matter Expert
Facebook (Accenture)
02.2016 - 06.2017
BBA - Business Management
UNITAR International University
04.2001 -
MBA - Risk Management
UNIRAZAK