Santhini Infanta Sivabalan
Seri Kembangan,Malaysia
Summary
Seasoned professional in customer service management with career focus on enhancing customer satisfaction and loyalty. Championing customer service improvement and team leadership can deliver significant business growth and customer retention. Key skills include strategic planning, process optimisation, and staff coaching.
Overview
11
11
years of professional experience
10
10
years of post-secondary education
Work history
Senior Customer Care Associate
National University Health Systems
Singapore, Singapore
07.2024 - Current
- Developed strong relationships with patients through empathetic communication strategies.
- Scheduled initial and follow-up appointments for new and existing patients.
- Provided emotional support during stressful situations, helping maintain a calm environment.
- Supervised data entry tasks to ensure accuracy of records.
- Helped design and update treatment plans based on progress and health developments.
- Recorded sufficient patient information during booking appointments.
- Improved patient satisfaction by effectively addressing queries and complaints.
- Collaborated closely with social services to address patient welfare needs effectively.
- Coordinated administrative tasks, resulting in improved office organisation.
- Responded to queries and requests from patients and other visitors.
- Updated families regularly on patient progress and treatment plan changes.
- Ensured efficient service delivery for enhanced patient experience.
- Facilitated and rescheduled missed appointments for patients.
- Provided high-quality person-centred support and received consistently positive patient feedback.
- Coached new employees on company policies and procedures ensuring adherence to standards.
- Boosted team morale with effective leadership and delegation duties.
- Helped patients without appointments in need of urgent consultation to undergo treatment in non-disruptive manner.
- Offered friendly, efficient customer service and handled challenging situations with ease.
- Delivered services to customer locations within target timeframes.
- Consistently arrived at work on time and ready to start immediately.
Senior Software Support Consultant
Clarivate Sdn Bhd
Penang
03.2021 - 04.2024
- Serve as the first point of contact (via phone, email, and web-based support portal) as a part of the customer service team regarding questions and issues related to multiple software products
- Triage of all incidents logged, determining the priority levels of all calls
- Interact with customers, professional services, product management, and software developers to provide professional and efficient advice and assistance as the customer advocate
- Resolving incidents in accordance with the Service Level Agreements; prioritise and resolve quick issues and escalate other issues to the relevant function
- Building customer relationships via phone, email, and other channels
- Foster internal relationship with the other support teams, CPA Global Professional Services, Sales, and other groups to help drive company goals
- Maintain detailed call records for all internal and external customer interactions
- Strive to meet all performance metrics for software support delivery
Global Helpdesk Support
DXC.Technology
03.2020 - 03.2021
- Resolve routine in-scope technical incidents independently
- Work with team members to resolve more complex incidents
- Build strong working relationship with Shift Lead, SMT, Incident Lifecycle team and other technology teams
- Good ensure all cases are acted upon conscientiously and in the framework expected according to the SLA
- Provide clear and unambiguous communication within Incident Management case tools (SNOW) with frequent and timely updates
- Provide clear and unambiguous communication via email or voice, whichever appropriate, with customer on service request incident
- Follow-up any outstanding teams for case updates as appropriate, whether internal or external, ensuring that cases are resolved in a timely manner and do not breach SLA, else when required escalate to the Technical Supervisor / Customer Service Agent
- Work as part of a team, which may be physically located on the same premise, virtual and/or global
Global Operation Representative
APL-NOL Sdn Bhd
12.2018 - 01.2019
- Provide loading list and discharge list of the vessel via emails for global customers
- Responsible on sending manifest to the terminal port on timely manner
- Prepare CBF to the partners
- Ensure there is no discrepancy during the closing of vessel
- Prepare monthly report as per superior request
- Communicate with partners and customers around globe to ensure all Intermodal container arrives the location based on the given SLA
- Assist team lead on handling critical escalation issues
Commercial Content Internship
iPrice Group Sdn Bhd
06.2018 - 09.2018
- Handle application software to upload 40-50 exclusive coupons and offers on a daily basis
- Make research of competitors to ensure we offer customers the leading deals around the region
- Create short headlines for offers by using keywords to optimize the keyword rankings on Google platform
- Maintain and update the coupon section content which are highest relevance for customers
- Prepare reports as per the superior request
- Monthly team presentations regarding new offers and marketing plans
Temporary Telemarketing Agent
Kelly Services Malaysia
04.2014 - 04.2014
- Calls prospective customers and influences customers to join event organized by the client company
- Contributes to team effort by accomplishing related results as needed
Education
Masters in Business Administration -
Universiti Kebangsaan Malaysia (UKM)
01.2020 - 01.2022
BA(Hons) - Business Management
YPC International College
01.2015 - 01.2018
Foundation - Business Management
YPC International College
01.2014 - 01.2015
Sijil Pelajaran Malaysia - undefined
Sekolah Menengah Kebangsaan Seri Serdang
01.2009 - 01.2013
Skills
- Active directory
- SNOW ticketing tool
- Remote applications
- Team viewer
- Log Me In Application
- OKTA
- Admin Application
- Microsoft Group Applications
- Salesforce
- Jira
- Digital Marketing
- Public Events
- Website designs
- Social Media
- Telephone etiquette
- Customer loyalty building
- Documentation expertise
- Multi-tasking
- Live chat operation
- Quality Control
- Bilingual customer support
Custom
- Ms. Sreeja Kesavadas, Shift Team Lead, DXC Technology, 012-299 6707
- Ms. Nityamani, OCEANIA Team Lead, APL-NOL SDN BHD, 010-243 8153
Personal Information
- Age: 26
- Gender: Female
- Nationality: Malaysian
Languages
English
Fluent
Malay
Native
Tamil
Native
Affiliations
- Badminton
- Travelling
References
References available upon request.
Timeline
Senior Customer Care Associate
National University Health Systems
07.2024 - Current
Senior Software Support Consultant
Clarivate Sdn Bhd
03.2021 - 04.2024
Global Helpdesk Support
DXC.Technology
03.2020 - 03.2021
Masters in Business Administration -
Universiti Kebangsaan Malaysia (UKM)
01.2020 - 01.2022
Global Operation Representative
APL-NOL Sdn Bhd
12.2018 - 01.2019
Commercial Content Internship
iPrice Group Sdn Bhd
06.2018 - 09.2018
BA(Hons) - Business Management
YPC International College
01.2015 - 01.2018
Temporary Telemarketing Agent
Kelly Services Malaysia
04.2014 - 04.2014
Foundation - Business Management
YPC International College
01.2014 - 01.2015
Sijil Pelajaran Malaysia - undefined
Sekolah Menengah Kebangsaan Seri Serdang
01.2009 - 01.2013
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