Hi, I’m
SARRALINA SELVASEE
Customer Experience Relationship Representative
Kuala Lumpur,14
Summary
Tenacious Representative possessing dynamic interpersonal expertise for developing fruitful customer relationships. Adept mediator of client requirements and organizational interests promoting mutually beneficial deals. Focused communicator fostering favorable service applications for maximizing customer interest and satisfaction.
Overview
11
years of professional experience
Work History
FedEx Express Services
Customer Experience Relationship Representative
6 2022
Job overview
- Track and trace coordinators are responsible for tracking, communicating, and reporting the status of every shipment they are assigned to
- Building strong relationships with your customers, you will ensure that continue to deliver an outstanding customer experience
- Complaint handling
- Claim handling for lost, damaged goods
- Escalated issue resolution
- Defused volatile customer situations calmly and courteously
- Accurately documented, researched and resolved customer service issues.
FedEx Express Services
Customer Experience Representative
09.2020 - 06.2022
Job overview
- Responsible for handling inbound and out-bound calls, email, and faxes in a timely and professional manner
- Acting as the first level of support for inquiries from customers, and direct customers to the correct resource for incorrectly routed phone calls, email, webmail, and faxes, or for additional assistance as necessary
- Assist with inquiries, reporting, and troubleshooting for customers, working cohesively as a team for the benefit of the customers
- Provide accurate information to customers concerning Manufacturers' Policy and Procedures
- Assist customers with product returns, label requests, recalls, assistance manoeuvring the website, and any other questions
- Complete reconciliation services for clients as needed.
Fujitsu Systems Global Solutions Sdn.Bhd.
Service Desk Engineer IT
01.2017 - 08.2020
Job overview
- Is familiar with the key components of the service(s) being supported
- Provides a single point of contact for all users of the service
- Ensures that a continuously high level of customer satisfaction is achieved
- Receives calls at the service desk and undertakes dialogue with the user, ensuring standard service desk scripts are followed
- Ensures that contingency plans are understood and followed in the event that the service desk tool is unavailable
- Provides users with status reports on existing incidents, ensuring the incident record is updated accordingly
- Identifies new requests that are not incidents and manage them appropriately: - If the request is a Change Request (RFC), initiate the Change Management process - If the request is a Service Request(RFS), initiate the Standard Change / Service Request process
- Monitors auto-generated incidents from event / alert monitoring, ensuring that they are correctly prioritized and action taken accordingly
- Contacts Resolver groups to progress Incident, Problem and Change chases initiated by the user
- Reviews resolution details and take responsibility for closure of all Incidents: - Contacts the user for agreement to close, ensuring the '3 strikes and out' policy is employed
- - Checks the Incident classification and reset as necessary
- Enters Incident closure details, and mark the Incident as closed, ensuring appropriate closure codes are used
- Raises Incidents to address unsuccessful Service Requests
- Understands and operates escalation procedures - escalates and progresses incidents as required whilst keeping the user informed.
IBM Malaysia Sdn Bhd
Real Estate & Site Operation Facilities Coordinator (RESO)
10.2013 - 10.2016
Job overview
- Assist the IBM RESO Manager to coordinate & manage all of IBM lease activities including new lease establishment, renewals, termination
- Relocation together with IBM's appointed real estate agency, FM & landlords
- Familiar in tenancy agreement legal reviews, stamping, amendments & other real estate documentation processes
- Manage the real estate financial transactions for IBM including rental, utility & deposit payments in the form of cash & bank guarantees
- Maintain a standardized processes and procedure for real estate activities through a lease tracker template every month for Malaysia & Brunei
- The main contact point for business controls & audit purposes for RESO matters.
My Hotel @ Sentral
Senior Front Desk Officer
05.2011 - 09.2013
Job overview
- Correspond between guests, travel agents, and referral networks concerning reservations arriving by mail, telephone, telex, cable, fax, or through a central reservation system
- Create and maintain reservation records by date of arrival and alphabetical order, prepare letters of confirmation and promptly processes any cancellations and modifications
- Track future room availability on the basis of reservations, and helps develop forecasts for room revenue and occupancy
- Additional duties includes preparing the list of expected arrivals for the front office, assisting in preregistration activities when appropriate, and processing advance reservation deposits
- Knows the type of rooms the hotel has as well as their location and layout
- Update availability of all distribution channels like Online Travel Agent and Web booking systems
- Communicate reservation information to the front desk & processes cancellations and modifications and promptly relay this information to the front desk
- Open and close the availability as and when required of hotel in all the Online Travel Agent on the hotel website
- Perform sales analysis in the online booking system
- Organize meetings to strategize plans to increase the hotel sales on monthly basis
- Revert to management to sell the ideas & implement accordingly
- Conduct on the job training for new staff hired & perform mentorship for them for 3 months until they familiarize themselves with work processes
- Manage the hotel's facilities maintenance team with the technician supervisor reporting to me
- Attend to facilities service request from hotel clients and staffs for the rooms/general hotel areas
- Compile & delegate the request to the maintenance team to resolve them
- Once the problem is resolved, I will personally go to validate the job conducted & update the person who complained
- Manage the consumables supplies & stock replenishment for maintenance team
- Will ensure the necessary scheduled maintenance is conducted around the hotels to sustain reliability of the hotel facilities services.
Education
International University College KLMU (Previously known as Cosmopoint College)
Higher Diploma from Business Administration
Skills
Customer Support
Technical Troubleshooting
Customer Relations
Goal-oriented mindset
Multitasking
Time Management
Problem-Solving
Effective Communication
Adaptability and Flexibility
Problem-solving abilities
Teamwork and Collaboration
Self Motivation
Other Skills Interests
- Enjoy teamwork, are detail-oriented, responsible, flexible, independent worker and have excellent Interpersonal skills.
- Self-motivated and capable of working autonomously.
- Willing to learn new things even though it was not something I studied/experienced before.
- Able to blend in with multi cultured society.
- Effective at time management and prioritizing tasks to achieve deadlines.
- Has positive attitude for work and willing to take challenge.
- Financial analysis
- Knowledge of property leasing processes
- Analytical skills
- Written and verbal communication skills
- Report preparation skills
- ITIL certification
Other details
Willing to Travel : Yes
Willing to Relocate : Yes
Possess Own Transport : Yes
Reason Leaving Current Job : Looking for growth
Expected Basic Salary : RM 4000 (negotiable)
Languages
English
Proficient
C2
Bahasa Malaysia
Proficient
C2
Tamil
Proficient
C2
References
- Ms. Dharshini Krishnan, Federal Express, Team Leader, 60162067194
Timeline
Customer Experience Representative
FedEx Express Services
09.2020 - 06.2022
Service Desk Engineer IT
Fujitsu Systems Global Solutions Sdn.Bhd.
01.2017 - 08.2020
Real Estate & Site Operation Facilities Coordinator (RESO)
IBM Malaysia Sdn Bhd
10.2013 - 10.2016
Senior Front Desk Officer
My Hotel @ Sentral
05.2011 - 09.2013
Customer Experience Relationship Representative
FedEx Express Services
6 2022
International University College KLMU (Previously known as Cosmopoint College)
Higher Diploma from Business Administration