Summary
Overview
Work History
Education
Skills
LANGUAGES
References
Certification
Timeline
Generic
Rohini Andiappan

Rohini Andiappan

Kuala Lumpur

Summary

With 9 years of experience in customer service, I have developed a strong ability to handle all types of sales and service inquiries. Excited to join this new position to foster client loyalty and provide the highest level of satisfaction. Throughout my career, consistently maintained a customer retention rate above the company average and received positive feedback from customer surveys. Confident that my performance will exceed expectations and contribute to the company's success. As a professional agent, excel in client relations, conflict resolution, and negotiation. Strategic problem-solving skills and effective communication consistently drive results. Strong emphasis on team collaboration and adaptability to changing needs. Known for reliability, integrity, and efficient goal achievement, ready to make a significant impact in this role.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Account Security Senior Agent

Centauri Services & Tech Sdn Bhd
02.2024 - Current
  • Providing assistance and resolving inquiries related to account management, transactions, and platform navigation.
  • Addressing client concerns promptly and effectively to ensure satisfaction and retention.
  • Ensuring adherence to company policies and regulatory requirements in client interactions. Collaborating with internal teams to resolve complex issues and improve service delivery.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Prioritized workload efficiently, managing multiple cases simultaneously without compromising on quality or accuracy.
  • Applied problem-solving skills when faced with challenges or discrepancies during the verification process, seeking guidance from supervisors when needed.
  • Verified client information by analyzing existing evidence on file.
  • Increased efficiency of the verification team through diligent collaboration and clear communication with colleagues.
  • Performed risk assessments to determine level of fraud risk and prioritize investigations.

Content Labeller

Bytedance Precision Sdn Bhd
08.2021 - 02.2024
  • Responsible for monitoring international short video content to ensure healthy and multiple community ecology.
  • Selecting and reviewing labels that are applied to videos and ensuring that they are identified correctly.
  • Awards monetary compensation to creative users based on the number of views and likes their content receives. Confirms that the content adheres to Community Guidelines and the Monetization Integrity team is in line with our Branded Content Policy.
  • Supported user satisfaction through prompt resolution of reported concerns regarding offensive or inappropriate material.
  • Improved internal communication by providing constructive feedback on content moderation tools and systems to the development team.

Customer Service Senior Executive

Citibank Berhad
06.2016 - 08.2021
  • Identify and assess customer's needs to achieve satisfaction. Resolve product or service issues by clarifying the customer's complaint determining the cause of the problem.
  • Follow communication and procedures, guidelines, and policies to inform customers on promotions.
  • Provide accurate, valid, and complete information by using the right methods & tools.
  • Manage complaints and escalate it to the relevant team to do the follow ups.
  • Consistently met or exceeded quarterly sales targets by executing effective sales strategies.
  • Improved overall customer experience by actively listening to concerns and empathizing with complainants while seeking mutually beneficial solutions.
  • Participated in on-the-job training, working closely with supervisors and coworkers and asking appropriate questions.
  • Established lasting relationships with peers, leadership and customers using strong communication and interpersonal skills.

Education

Associate of Applied Science - Psychology with Hons

Open University Malaysia
Open University Malaysia , Petaling Jaya
09-2026

Diploma - Medical Science

Windfield International College
01.2015

Skills

  • Project Management
  • Public Relations
  • Teamwork
  • Time Management
  • Leadership
  • Effective Communication
  • Critical Thinking
  • Coaching and mentoring
  • Product and service sales
  • Employee relations
  • Operations management
  • Telephone etiquette
  • Positive attitude

LANGUAGES

English (Fluent)
Bilingual or Proficient (C2)
Tamil (Fluent)
Bilingual or Proficient (C2)
Malay (Fluent)
Bilingual or Proficient (C2)

References

  • Tony , 012-9003413 , Citibank Bhd
  • Yasmin Masturah, 012-5790610, Bytedance Precison Sdn Bhd
  • Nidhi Sharma , Centauri Services and Sdn Bhd


Certification

  • Certified Risk Mastery, Byte Precision Sdn Bhd - 18 July 2023 to 19 July 2023

Timeline

Account Security Senior Agent

Centauri Services & Tech Sdn Bhd
02.2024 - Current

Content Labeller

Bytedance Precision Sdn Bhd
08.2021 - 02.2024

Customer Service Senior Executive

Citibank Berhad
06.2016 - 08.2021

Diploma - Medical Science

Windfield International College

Associate of Applied Science - Psychology with Hons

Open University Malaysia

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Rohini Andiappan