SASIDHARAN RAVI
Customer Service
Gelang Patah,01
Summary
Meticulous, structured and always focus on the value of work. Therefore, when it come to work, integrity is a must. I prioritized ethics and attitude during working. To utilize technical skills and provide a professional service to customer by applying and honing knowledge and working in a challenging and motivating working environments. Driven customer service with experience as primary point of escalation for high-level client questions, needs, wants and complaints. Passionate about delivering superior interactions with customers by hearing issues, requirements and requests to provide first-class customized solutions. Dedicated to identifying trends by analyzing customer records, purchases, inquiries and complaints to develop rapid solutions.
Overview
17
17
years of professional experience
3
3
years of post-secondary education
Work History
Customer Services Executive
M1 LIMITED
1 2023 - Current
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Managed high volume of inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues.
- Described product and service details to customers to provide information on benefits and advantages.
- Reduced average call time through efficient problem-solving skills without sacrificing quality of service provided.
- Contributed towards improving overall customer feedback scores by consistently delivering high-quality service experiences.
- Escalated critical customer issues to supervisor to avoid lost revenue and canceled policies.
-
Customer Service Executive
Shopee
01.2019 - 12.2022
- Level 2 Support as the escalation team.
- In charge of handling more complex type tickets.
- In the event that the ticket is out of the scope of Tier 1 the task is to be handed over to Tier 2 for resolutions and I need to provide end-to-end solutions.
- In order to provide proficient solutions and assistance to escalate concerns, i will Support compartmentalized to handle specific areas of service such as technical support, financial disputes, and customer retention.
- Coached and mentored junior team members, contributing to their professional growth and development.
- Assessed customer service trends and evaluated complaints to determine areas in need of enhancement.
Customer Service Representative
Amazon UK
02.2016 - 11.2018
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Developed feedback system for customers to share their service experience, leading to actionable improvements.
- Open and maintain customer accounts by recording account information
- Resolve product or service problems by clarifying the customer's complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution
- Maintain financial accounts by processing customer adjustments
Partner Support Specialist
Lazada
03.2012 - 10.2015
- Organized partner events, fostering networking opportunities and strengthening business relationships.
- Enhanced partner satisfaction by providing timely and efficient support on various issues.
- Provided mentorship to junior Partner Support Specialists, guiding them through challenging situations and sharing best practices.
- Streamlined communication with partners, ensuring prompt resolution of concerns and inquiries.
- Troubleshoot and handle customer escalations (e.g. CSVIP, fraud, scam, claims at consumer courts, BNM compliance for Lazada Wallet, regulatory complaints) in a quick, efficient and creative problem-solving manner.
- - Become an expert in Customer Care methodologies and processes (SOP) for escalated cases on top of the regular common case handling for both Buyer and Sellers.
- - Initiate and perform root cause analysis in cases of failure in experience, implement Agile projects to mitigate reoccurrence.
- - Analyze data and experiences both quantitatively and qualitatively to drive new outcomes and identify areas for improvement in the customer experience, both in our product and processes.
- - Maintain collaborative relationships internally within Customer Care and externally with all departments including Logistics teams, Business Risk, Finance, Legal, Government Affairs as well as external BPO management.
Quality Assurance Analyst
SRG ASIA PACIFIC
01.2011 - 01.2012
- Mentored and coached team members on QA topics and strategies.
- Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork.
- Streamlined QA processes for increased efficiency and reduced time spent on redundant tasks.
- Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
- Acted as a liaison between the QA team and other departments such as Development, Customer Support, and Product Management, ensuring effective communication throughout all stages of the project lifecycle.
- Maintained comprehensive knowledge of relevant industry regulations and standards, ensuring compliance throughout the QA process.
Customer Service Officer MAXIS & ASTRO Telco
SRG ASIA PACIFIC
03.2008 - 12.2010
- Assisted call-in customers with questions and orders.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
- Collaborated with team members to identify areas of improvement in processes, resulting in more efficient service delivery.
- Streamlined communication between customers and internal departments for timely issue resolution.
- Exceeded customer expectations by going the extra mile, ensuring a memorable experience that fostered brand loyalty and advocacy.
- Improved first-contact resolution rate by efficiently handling customer queries during initial interactions.
- Managed escalated cases with diplomacy, skillfully negotiating resolutions that satisfied both the customer and company interests.
- Assisted in training new hires, sharing best practices for delivering outstanding customer experiences consistently.
Education
Diploma in Business Management - Business Management
Cybernatic International College of Technology
Cheras, 10 01.2007 - 01.2010
Skills
Microsoft Office
Microsoft PowerPoint
Microsoft Word
Microsoft Excel
Data Entry
Office Equiment
Able to communicate effectively with others
Open to new ideas and willing to learn new ways of doing things
Independent and self-reliant but also team player
Flexible mindset for workplace flexibility
Able to lead a team and work well in a team
Administrative
Conflict Resolution
Personal Information
Nationality: Warganegara Malaysia
Languages
Tamil
Native language
English
Proficient
C2
Malay
Proficient
C2
Additional Information
REFERENCE
Reference Name: Rebecca Shya
Company: M1 Limited
Relationship: Team Manager
Contact Information: +65 9680 1627
Reference Name: Sharven Raj
Company: Shopee malaysia (Scicom MSC )
Relationship: Team Manager
Contact Information: 0173577122
Reference Name: Raj Anand
Company: Amazon UK ( Sutherland Global SDH BHD )
Relationship: Manager
Contact Information: 0125545321
Timeline
Customer Service Executive
Shopee
01.2019 - 12.2022
Customer Service Representative
Amazon UK
02.2016 - 11.2018
Partner Support Specialist
Lazada
03.2012 - 10.2015
Quality Assurance Analyst
SRG ASIA PACIFIC
01.2011 - 01.2012
Customer Service Officer MAXIS & ASTRO Telco
SRG ASIA PACIFIC
03.2008 - 12.2010
Diploma in Business Management - Business Management
Cybernatic International College of Technology
01.2007 - 01.2010
Customer Services Executive
M1 LIMITED
1 2023 - Current
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