RUBENDEV A/L RAVEENDRAN
Kuala Lumpur
Summary
Versatile professional dedicated to continuous learning and effective adaptation in dynamic environments. Demonstrates ability to quickly assimilate new knowledge and apply it strategically. Focused on enhancing organizational brand through consistent, organized practices while thriving under pressure.
Overview
4
4
years of professional experience
Work History
Customer Experience Specialist
Agoda (Booking Holdings Group)
01.2023 - Current
- Delivered high-quality support to customers across multiple channels, maintaining positive experiences and effectively de-escalating challenging situations
- Collaborated with B2B Specialized Service Team (SST) as key contact for B2B partners, troubleshooting booking failures and managing urgent partner relocation cases, payment disputes, and room mapping issues
- Supported Allotment Reject Prevention through Machine Learning project by handling time-sensitive and complex case escalations
- Excelled in adapting to evolving SOPs while consistently outperforming KPI benchmarks and performance targets
- Navigated multiple internal systems including Athena Wizard, Hermes/Janus, and Foundation Backoffice to ensure efficient case handling and data management
- Mentored new agents through Senior Observation sessions, demonstrating effective live case handling, answering questions, and sharing insights to improve performance.
Marketing Intern
Watsons Malaysia
Kuala Lumpur
06.2022 - 12.2022
- Able to successfully navigate through Adobe Campaign, manage workflows and broadcast Electronic Direct Mail (EDM) marketing campaigns to 2 million members weekly
- Planned and executed social media advertising campaigns across all major platforms, enhancing audience reach and interaction
- Managed social media accounts for weekly giveaways and contests, increasing engagement and brand visibility
- Proficient in Oracle Retek and SAP Bi Launch Pad to extract vital data for campaign performance reports, product performance and email marketing reports
- Conducted competitor analysis to ensure that marketing campaigns are outperforming industry standards
Education
Bachelor of Science - Business Administration And Marketing Major
Southern New Hampshire University
Inti International University12-2022
Diploma - Business Administration
Asia Pacific University
Subang Jaya12-2021
Young Leaders Program -
Trinity College Melbourne
Australia12-2016
Skills
- Digital Marketing
- Social Media Marketing
- Content Creation
- Marketing research
- Analytics
- PowerPoint
- Word
- Excel
- Canva
- Oracle Retek
- Adobe Campaign
- SAP Bi
Volunteer Experience
- Covid Vaccination Volunteer, NGT Solutions (M) Sdn Bhd, Kuala Lumpur, Federal Territory, 2021, Volunteered as an usher to guide vaccinees and ensured the vaccination process was smooth, Managed vaccine cards and keyed in serial numbers to complete vaccine processes, Ensured venue readiness, sanitizing equipment and screening body temperature
- Teddy Mobile Clinic Kuala Lumpur Volunteer, 2019, Volunteered to assist a mobile clinic that helps the homeless receive aid and medication, Distributed basic resources to individuals that required assistance
- Watsons Malaysia-Deepavali Care to Share, 2022, Volunteered to provide a year's worth of supplies for Sweet Care Home Selayang, Painted the exterior of the premises and taught the children to create a Rangoli design for the festival
Extracurricular Activities
Asia Pacific University Futsal Tournament - Organized a futsal tournament as part of an MPU assignment AsiaWorks Basic Training - Increased ability to produce intended results
Languages
- ENGLISH
- MALAY
Activities
- Participated in international football tournaments for SJC FC in Australia, Indonesia, Thailand and Singapore
- Malaysian Association of Private Colleges and Universities Futsal Tournament (MAPCU) - 3rd place
Timeline
Customer Experience Specialist
Agoda (Booking Holdings Group)
01.2023 - Current
Marketing Intern
Watsons Malaysia
06.2022 - 12.2022
Bachelor of Science - Business Administration And Marketing Major
Southern New Hampshire University
Diploma - Business Administration
Asia Pacific University
Young Leaders Program -
Trinity College Melbourne