Sangeetha Maran

• Assist customers with navigating bank systems,

completing transactions and opening or closing

accounts.

• Investigate disputes and handled suspected

fraud with diligence and attention to detail.

• Addressed customer inquiries, requests and

complaints with courtesy and professionalism.

• Perform account maintenance by closing out

accounts and changing customer addresses.

• Educate customers on online banking and

mobile banking applications.

• Assist customers regarding Credit card , Banking and

Loan calls.

• System: Green screen , GCR 360 , BLP, BIB ,P19, POWERLENDER, 3DS

• Handling customers on Grab Food, Grab Mart enquiries, orders

and feedback via live chat, email and call.

• Address customer inquiries, concerns, and

complaints by providing solutions and alternatives

and feedback via live chat, email and call.

• Resolve customers' issues related to online

purchases, late product deliveries and billing

discrepancies to encourage good customer

relationships.

• Promptly respond to inquiries and requests from

prospective customers.

• Reduce response times by implementing effective ticketing systems for handling inquiries, resulting in increased efficiency and client satisfaction.
• System: Zendesk , Phoenix.

• Assist Amazon sellers in UK and Canada on their query regarding amazon system.
• Advise merchants on restocking items via call, live chat and e-mail.
• Utilized software to track interactions with merchant, ensuring accurate records for future reference or dispute resolution purposes.
• Streamline merchant support processes for increased efficiency and faster resolution times.
• SYSTEM: Amazon workspace , Amazon KNET

• Worked closely with Live chat teams to provide seamless transition from pre-to post-sales support, enhancing the overall client journey.
• Led training sessions for new employees on proper telephone etiquette, technical troubleshooting protocols, and other essential skills needed for success in their roles as Customer Experience Specialists.
• Built rapport with customers by consistently delivering excellent service, fostering long-term loyalty.
• Empowered fellow team members through sharing knowledge and techniques that contributed towards improved service quality standards across the department.
• Participated in cross-functional teams to address complex problems, improving overall customer experience strategy.
• Monitored customer feedback, identifying trends to improve product offerings and the overall customer experience.
• Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
• Maintained a high level of knowledge on company products and services, enabling efficient issue resolution for customers.
• SYSTEM: TRENGO, BJAK ADMIN.COM

• Ensured accurate record-keeping with diligent data entry and database management for vital company information.
• Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
• Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
• Facilitated collaboration within the team by organizing regular meetings, maintaining meeting minutes, and tracking project progress.
• EPF contributions for staffs , weekly payout for PROF DR that conduct lectures.

• Attending surveys through outbound calls.
• Collaborate with clients to read customer's a set of

questionnaire that has been prepared to collect data's on the

satisfactory level of product and services provided.

• Perform rigorous statistical analyses on collected data, uncovering valuable insights that informed policy decisions.
• Performed survey Projects for merchants like Caterpillar tractor ,

Amway, HSBC, Mercedes Benz, Astro , CIMB, FEDEX, Ambank.

• Exceed monthly performance metrics consistently, contributing to the success of the call center operations.
• Reduce average call handling time, ensuring prompt service to customers while maintaining quality interactions.
• Participate in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
• Attending inbound calls, customer order calls, Inquiries and

feedback calls.