Samlavani Raman
Customer Service Executive
Bandar Puchong Jaya,SDE
Summary
To advance in the field of work.
Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player.
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Experienced with customer service management, including efficient resolution of client concerns. Utilizes communication and problem-solving skills to enhance customer satisfaction. Track record of fostering positive interactions and maintaining high service standards.
Professional with strong background in customer service, ready to deliver impactful results. Capable of handling complex customer interactions with empathy and efficiency, adept at problem-solving, and skilled in communication. Valued team player known for adaptability and fostering collaborative environments. Proficient in conflict resolution, CRM systems, and multi-channel support.
Overview
17
17
years of professional experience
3
3
Languages
Work History
Technical Support Representative
Daythree
Subang Jaya, Selangor
01.2025 - Current
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
- Escalated high-priority cases promptly to ensure rapid response times for critical situations requiring advanced attention or expertise.
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to technical support needs.
- Reduced call handling time, implementing efficient diagnostic protocols.
- Delivered exceptional phone support, maintaining patience and understanding while addressing client concerns.
- Responded to customer inquiries and provided technical assistance over phone.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
Executive
CE Financial
Damansara, Selangor
03.2018 - 03.2024
- Company Overview: Grab Management Services Sdn Bhd-Selangor
- 5 years 4 months) Grab Management Services Sdn Bhd Selangor, Malaysia
- Industry Transportation / Delivery Services
- Specialization Banking/Financial Services
- Role Others
- Position Level Executive
- Monthly Salary MYR 5900
- Allowance MYR 500
- *Support our customers' fraud prevention efforts by using our products to monitor suspicious activities for online banking, mobile banking and other payments technologies. * Support Singapore Grab products and services such as GrabPay Card, GrabPay Merchant and Remittance. *Handle, monitor and support all the cashless transactions pertaining GrabPay Virtual and Physical Card in order to prevent fraud activities. *Liaise with GrabPay Merchant for merchant onboarding and any transaction related inquiries. Processed refund when necessary. * Support KYC verification for customers and KYB inquiries for merchants. * Gather feedback from customers, observe front line issues, managing conflicts and escalations. * Clear the payment queues - (general) tickets related to payments, customers & taxi drivers on a daily basis. *Run investigations regarding payments that are unsuccessful. Manually approve payments and update booking details. *Liaise with other departments such as the Risk department and Technical department when required. *Ensure that work is completed in accordance with established procedures and standards. *Acquire and update knowledge on procedures related to relevant processes. *Work well independently, complete assigned tasks in the established time frame, complete regular assignments without reminders or additional requests. *Process work as requested by Team Leader/Manager. *Participate in team meetings, activities, and promote team spirit
- Established long-term client relationships through consistent delivery of high-quality products and services.
- Enhanced customer satisfaction by streamlining communication channels and improving response times.
- Mentored junior staff members for accelerated career growth, developing future leaders within the organization.
Assistant Team Leader
Ultra Mobile
TTDI, SDE
01.2016 - 03.2018
- Industry Telecommunication
- Specialization Customer Service
- Role Customer Service - General
- Position Level Junior Executive
- Monthly Salary MYR 3,200
- Handle customer from United States on their mobile services, technical issues and billing issues. Email support team. Handle supervisor calls as per request.
- Enhanced customer satisfaction by addressing inquiries and resolving issues in a timely manner.
- Participated in regular team meetings, contributing insights for better serving customers'' needs and expectations.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution.
- Handled escalated customer complaints with professionalism, defusing tense situations and achieving satisfactory resolutions.
- Maintained up-to-date knowledge of product and service changes.
- Educated customers about billing, payment processing and support policies and procedures.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Customer Care
Digi Telecommunications Sdn Bhd
Shah Alam, Selangor
12.2014 - 01.2016
- 1 year 2 months) Digi Telecommunications Sdn Bhd Selangor, Malaysia
- Industry Call Center / IT-Enabled Services / BPO
- Specialization Customer Service
- Role Customer Service - General
- Position Level Junior Executive
- Monthly Salary MYR 2,500
- Handle inbound and outbound(follow up) with customer regarding DIGI postpaid and prepaid products and services, and create records or complaints for customer accordingly.
- Demonstrated courtesy, respect and professionalism to promote company values and customer care.
- Provided excellent customer care by responding to inquiries and requests for information.
- Supported fellow Customer Care Analysts by sharing best practices, offering guidance during challenging situations, or stepping in when additional help was needed on calls or cases.
Customer Service Executive
Hong Leong Bank Berhad
Petaling Jaya, Selangor
07.2011 - 11.2013
- 2 years 5 months) Hong Leong Bank Berhad Selangor, Malaysia
- Industry Banking / Financial Services
- Specialization Banking/Financial Services
- Role Others
- Position Level Junior Executive
- Monthly Salary MYR 2,550
- Inbound and outbound calls related to banking inquiries, cross sells on credit card and personal loans, lodge report on customers complaints and solve customers complaints
- Credit Card processing - Backend Team
- e-KYC
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Managed high volume of inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues.
- Described product and service details to customers to provide information on benefits and advantages.
- Reduced average call time through efficient problem-solving skills without sacrificing quality of service provided.
- Monitored key performance indicators to ensure continuous improvement in service quality.
- Resolved customer billing errors by researching issues in system, asking open-ended questions, and determining root causes of problems.
Network Support Executive
TSGN Network SDN BHD
Cyberjaya, Selangor
02.2010 - 06.2011
- 1 year 5 months) TSGN Network SDN BHD
- Industry Consulting (IT, Science, Engineering & Technical)
- Specialization Engineering - Others
- Role Technician/Support
- Position Level Junior Executive
- Monthly Salary MYR 1,800
- Guide maintenance team and assist them to setup the satellite at client/customers site, do CPI(cross poll) to allow more signals through the satellite transponder within a fixed bandwidth
- Enhanced network performance by troubleshooting and resolving connectivity issues.
- Provided exceptional customer service, addressing user concerns and offering prompt solutions to their technical issues.
- Monitored networks and network devices to resolve technical problems quickly.
- Resolved issues and escalated problems with knowledgeable support and quality service.
IT Helpdesk Executive
REDtone Telecommunications Sdn Bhd
08.2009 - 01.2010
- Industry Consulting (IT, Science, Engineering & Technical)
- Specialization Customer Service
- Role Call Centre Executive
- Position Level Junior Executive
- Monthly Salary MYR 1,400
- 2 inbound and outbound call on network issues, 1st level troubleshooting, monitor network tools, create report, and follow up with technical engineer on the issue till solve.
Customer Care Consultant
Maxis Telecommunication Berhad
Petaling Jaya, Selangor
03.2008 - 08.2009
- 1 year 6 months) maxis sdn bhd
- Industry Telecommunication
- Role Others
- Position Level Junior Executive
- Monthly Salary MYR 2,800
- Liaised with other departments to facilitate timely resolutions of customer concerns or requests.
- Handle inbound and outbound calls which are related with telco services, gain lot of experience in handset features, call rates, mobile data and a lot of products by maxis and understand a lot
- Participated in regular training sessions to enhance understanding of new products or services offered by the company.
- Demonstrated empathy towards customers'' needs while simultaneously adhering to company policies and guidelines.
- Delivered outstanding support during peak periods, adeptly handling increased call volume without compromising service quality.
- Resolved complex customer issues, ensuring a positive and efficient experience.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Logged call information and solutions provided into internal database.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
Education
Diploma - Accounting
Binary University College of Management & Entrepreneurship
Bandar Puchong Jaya, Selangor, MalaysiaHigh School Diploma -
SMK Hillcrest
Batu Caves, Selangor, Malaysia 04.2001 -
High School Diploma -
SMK Convent Sentul
Kuala Lumpur, Malaysia 04.2001 -
Skills
Advanced Customer Service/Communication Skill
Internet research
Good communication skills(malay and english)
Experience customer service
Leadership charisma
Dynamic team player
Excellent skills in communication and collaboration
Customer relationship management
undefinedTimeline
Technical Support Representative
Daythree
01.2025 - Current
Executive
CE Financial
03.2018 - 03.2024
Assistant Team Leader
Ultra Mobile
01.2016 - 03.2018
Customer Care
Digi Telecommunications Sdn Bhd
12.2014 - 01.2016
Customer Service Executive
Hong Leong Bank Berhad
07.2011 - 11.2013
Network Support Executive
TSGN Network SDN BHD
02.2010 - 06.2011
IT Helpdesk Executive
REDtone Telecommunications Sdn Bhd
08.2009 - 01.2010
Customer Care Consultant
Maxis Telecommunication Berhad
03.2008 - 08.2009
High School Diploma -
SMK Hillcrest
04.2001 -
High School Diploma -
SMK Convent Sentul
04.2001 -
Diploma - Accounting
Binary University College of Management & Entrepreneurship
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