SANJEEV ASHOK ASOGAN
Customer Client Relation
Kuala Lumpur,14
Summary
Proven leader in customer service and relationship management, I excelled at Agoda by resolving complex issues, enhancing customer satisfaction, and mentoring new hires. Skilled in critical thinking and communication, I consistently achieved and maintained KPIs, demonstrating adaptability and creativity in fast-paced environments.
Possessing friendly and empathetic demeanor with passion for problem-solving and assisting others. Equipped with solid understanding of customer service principles and proficient in communication and conflict resolution. Dedicated to creating positive customer experiences and building long-lasting relationships.
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
9
9
years of professional experience
Work History
Customer Service Specialist
Agoda
02.2022 - 11.2024
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Enhanced customer satisfaction by resolving issues promptly and professionally.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
- Volunteered for mentorship programs, assisting and providing quality assurance for new hires.
- Nominated for B2B relations team, managing relationships with direct customers.
- Promoted to the Flights department, up - skilled and underwent training.
- Managed flight changes and customer inquiries, ensuring timely updates on flight changes from airlines.
- Oversaw the resolution of conflicts between hotels and airlines, collaborating with partners to achieve mutually beneficial outcomes.
Manager Callbacks (Level 2)
Brandt International
09.2020 - 12.2021
- Promoted to manage callbacks for irate users, investigating order-related issues, such as returns and refunds.
- Successfully managed disputes between buyers and sellers, maintaining KPIs for three consecutive months.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
Tele-Sales Executive
Compu Comms Sdn Bhd
06.2020 - 08.2020
- Managed a database of leads, ensuring timely follow-up calls and accurate recordkeeping.
- Increased average call duration by refining scripts for better engagement with potential customers.
- Negotiated deals with clients for increased profitability while maintaining long-lasting professional relationships.
Production Assistant
Landmark Films, Kuala Lumpur
11.2019 - 12.2019
- Stayed alert, active, and ready to respond to any request at any time using variety of available resources.
- Assisted in meeting tight deadlines by efficiently coordinating tasks with other team members.
- Maintained a safe and clean work environment, contributing to overall team productivity.
- Facilitated clear communication between departments, ensuring smooth production operations.
Production Assistant, Assistant Director
Biscuit Films
01.2019 - 06.2019
- Logistics and Resource Management: Optimized resource allocation for pre-production, ensuring smooth workflow and timely delivery of deliverables.
- Crew Welfare: Coordinated timely meal services to maintain crew morale and productivity during long hours.
- On-Set Coordination: Transitioned to Assistant Director role, overseeing extra talent management and on-set traffic control for efficient shooting.
- Equipment Maintenance: Ensured reliable communication devices were well-maintained and accessible to the crew.
Senior Sales Exec/Store Supervisor
WDC Nutritions
04.2016 - 07.2017
- Supervised daily store activities to ensure smooth operations, proper staffing levels, and adequate inventory control.
- Maintained high standards of store appearance by enforcing cleanliness guidelines, organizing merchandise displays, and scheduling routine maintenance tasks.
- Promoting in-store products and achieving customer needs and satisfactions with purchased products.
- Supervised associates by providing direction and instruction for stocking shelves, rotating stock, and receiving deliveries.
Education
Associate of Arts - Performing Arts
Sunway University
Sunway, Subang Jaya 04.2001 -
Skills
Customer service
Good communication skills
Complaint resolution
Customer relations
Leadership
Creativity
Teamwork
Adaptability
Excellent written and oral communication
Customer relationship management
Problem resolution
Critical thinking
Decision-making
Boxing, Muay Thai, Gym, Running, Reading, Music (guitar), and Content Creation (Social media)
Dedicated to personal development. I utilize physical activity as a stress management technique and a platform for self-expression and confidence building.
Timeline
Customer Service Specialist
Agoda
02.2022 - 11.2024
Manager Callbacks (Level 2)
Brandt International
09.2020 - 12.2021
Tele-Sales Executive
Compu Comms Sdn Bhd
06.2020 - 08.2020
Production Assistant
Landmark Films, Kuala Lumpur
11.2019 - 12.2019
Production Assistant, Assistant Director
Biscuit Films
01.2019 - 06.2019
Senior Sales Exec/Store Supervisor
WDC Nutritions
04.2016 - 07.2017
Associate of Arts - Performing Arts
Sunway University
04.2001 -