SARAH MALINI RAVINTHERAN
Klang
Summary
Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products. Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows, Linux and Mac systems. Proven skill in resolving problems quickly on first call. Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success.
Overview
9
9
years of professional experience
5
5
years of post-secondary education
Work History
Technical Support Representative
Binance
Kuala Lumpur
08.2022 - Current
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to trading technical support needs.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Monitored systems in operation and quickly troubleshot errors.
Customer Care Specialist
STANDARD CHARTERED BANK
KUALA LUMPUR
08.2021 - 08.2022
- Streamlined operational efficiencies by managing accounts and contracts and processing system orders and cancellations.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Verified accuracy of customer account information and updated when necessary.
- Directed customers to appropriate departments for additional support.
- Assisted in training new employees and participated in cross-training with other departments.
DIGITAL SUPPORT
DIGI TELECOMMUNICATION SDN BHD
KUALA LUMPUR
06.2020 - 07.2021
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.
- Demonstrated products to show potential customers benefits and advantages and encourage purchases.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Delivered recommendations to long-term accounts to promote brand awareness to key audience.
- Built relationships with customers and community to establish long-term business growth.
FLIGHT ATTENDANT
AIRASIA
KUALA LUMPUR
05.2018 - 05.2020
- Facilitated boarding process by greeting passengers upon arrival to aircraft and providing direction to seats.
- Demonstrated proper use of safety equipment and seatbelts to inform and educate passengers prior to takeoff.
- Attended workshops and trainings in customer service, conflict resolution tactics, and safety procedures to keep abreast of all new requirements and procedures.
- Served beverages and food items from refreshment carts and provided information about in-flight offerings to passengers.
- Facilitated communication between flight deck and cabin crew prior to and during flights to promote smooth operations.
- Resolved passenger conflicts and medical emergencies during flights.
- Performed pre-flight safety checks to verify oxygen masks, life jackets and other emergency equipment in good working order.
TEAM LEADER
VADS - ULTRAMOBILE
KUALA LUMPUR
06.2017 - 03.2018
- Mentored and guided employees to foster proper completion of assigned duties.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Built strong relationships with customers through positive attitude and attentive response.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
ASSISTANT TEAM LEADER
SINGTEL
KUALA LUMPUR
02.2015 - 06.2016
- Created staff schedules, approved requested time off and updated reports.
- Worked with customer service to handle escalated customer issues.
- Conducted SINGTEL campaigns to address questions from customers.
- Developed process improvements and offered actionable solutions to correct recurring issues.
- Set incentives and realistic targets associates could achieve.
- Delegated daily tasks, addressed employee questions and resolved scheduling issues.
- Developed solid professional relationships to broaden efficiency of customer support department.
- Used advanced features of Microsoft Office to complete necessary reports for senior management review.
Sales and Marketing Executive
Selangor Excellence Sdn Bhd
Kuala Lumpur
02.2014 - 02.2015
- Evaluated market data to develop and create business strategies and marketing plans.
- Suggested innovative ideas to increase sales and improve customer experience.
- Managed sales promotions and marketing strategies on major social media sites.
- Analyzed sales and marketing data for improved strategies.
- Directed sales and marketing management staff in successful use and development of business plans and strategies.
- Developed positive, performance-based internal sales and marketing culture to include mentoring staff.
- Identified weaknesses in existing marketing campaigns to develop pragmatic solutions within budgetary constraints.
- Managed production of leaflets, posters and newsletters.
Education
BBA - Business Administration And Management
Open University Malaysia
Kuala Lumpur 01.2020 - Current
High School Diploma -
STPM
SMK S 16 Shah Alam 2011.01 - 2012.12
Skills
Desktop support
undefinedTimeline
Technical Support Representative
Binance
08.2022 - Current
Customer Care Specialist
STANDARD CHARTERED BANK
08.2021 - 08.2022
DIGITAL SUPPORT
DIGI TELECOMMUNICATION SDN BHD
06.2020 - 07.2021
BBA - Business Administration And Management
Open University Malaysia
01.2020 - Current
FLIGHT ATTENDANT
AIRASIA
05.2018 - 05.2020
TEAM LEADER
VADS - ULTRAMOBILE
06.2017 - 03.2018
ASSISTANT TEAM LEADER
SINGTEL
02.2015 - 06.2016
Sales and Marketing Executive
Selangor Excellence Sdn Bhd
02.2014 - 02.2015
High School Diploma -
STPM
2011.01 - 2012.12
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