Revathy Subramaniam
Sc Officer - Travel Industry
Setapak,14
Summary
Forward-thinking Operation Service bringing17 years of expertise in Customer Service for Banking and Insurance sector businesses. Cultivates Rapport with individuals to optimize project goals and output, resolve complex problems and deliver innovative improvement strategies. Proficient in CMS tools.
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
19
19
years of professional experience
3
3
Languages
Work History
Senior Officer - Travel Industry
Europ Assistance
Petaling Jaya, 10
01.2023 - Current
- Responsible for fulfilling all types of assistance for medical, security and logistical related requests originating through Assistance Centre from clients and subscribers.
- Deliver high quality service, through effective case management, bringing swift and accurate resolution to situations presented. Execute cases with high standard customer service and working collaboratively between operations, medical and security specialists.
- To provide empathetic and efficient delivery of whole range of 24-hour assistance services and general customer service programs to our members.
- Established strong relationships with key clients to maintain customer loyalty and drive repeat business opportunities.
- Plan and coordinate full range services for clients, utilizing internal resources of Europ Assistance and external correspondents where necessary.
- Reliably escalate cases and requests where required by company protocols. • Ensure that logistical arrangements are communicated to all stakeholders in appropriate and timely manner.
- Coordinate cases effectively and efficiently in accordance with internal and client specific Operations and Billings procedures
- Provide fully comprehensive billing information together with cost estimates where relevant - securing payment prior to delivery of services to non-clients.
Senior Team Leader
Allianz Partners
05.2018 - 12.2022
- Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
- Drove revenue growth by establishing strategic partnerships and identifying new business opportunities.
- Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
- Enhanced team productivity by implementing efficient workflow processes and optimizing resource allocation.
- Reduced operational costs through effective budget management and cost control measures.
- Produced weekly, daily and monthly activity reports and forecasts.
- Discovered training needs and provided coaching.
- Mentored and guided employees to foster proper completion of assigned duties.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Learned and adapted quickly to new technology and software applications.
- Strengthened communication skills through regular interactions with others.
Customer Service Supervisor
Cimb Bank Berhad
05.2006 - 05.2018
- Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
- Assessed team performance through regular reporting, identifying opportunities for further skill development and training initiatives.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Championed customer-centric approach within team, consistently encouraging empathy and understanding when interacting with clients.
- Conducted regular quality assurance checks on team interactions with customers, ensuring adherence to company standards.
- Coached employees through day-to-day work and complex problems.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Proved successful working within tight deadlines and fast-paced environment.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
Telesales Executive
Teledirect Telecommerce
04.2005 - 05.2006
- Utilized sales techniques to build customer interest and close sales.
- Documented customer interactions and transactions, maintaining accurate records of all dealings.
- Collaborated with team members to increase overall sales performance, sharing best practices and offering support where needed.
- Developed extensive knowledge of products and services to better assist customers.
- Observed and learned changing customer requirements and adapted sales strategies as needed.
- Boosted sales revenue by implementing effective telesales strategies and techniques.
- Identified potential upselling opportunities by thoroughly understanding client needs during phone conversations.
Education
Bachelor of Arts - Tourism Management
Universiti Utara Malaysia
Sintok, Kedah, Malaysia 04.2001 -
No Degree - STPM
Sek Men (T) Setapak
Kuala Lumpur, Malaysia 04.2001 -
No Degree - SPM
Sek Men (P) Air Panas
04.2001 -
Skills
Coaching and Mentoring
undefinedTimeline
Senior Officer - Travel Industry
Europ Assistance
01.2023 - Current
Senior Team Leader
Allianz Partners
05.2018 - 12.2022
Customer Service Supervisor
Cimb Bank Berhad
05.2006 - 05.2018
Telesales Executive
Teledirect Telecommerce
04.2005 - 05.2006
Bachelor of Arts - Tourism Management
Universiti Utara Malaysia
04.2001 -
No Degree - STPM
Sek Men (T) Setapak
04.2001 -
No Degree - SPM
Sek Men (P) Air Panas
04.2001 -
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