Sasvin Ravi
Summary
Dynamic Customer Service Subject Matter Expert with a proven track record at TDCX, excelling in complaint handling and creative problem solving. Adept at enhancing service processes and ensuring SLA adherence, while fostering strong client relationships. Recognized for effective communication and adaptability in high-pressure environments, driving customer satisfaction and operational efficiency.
Overview
4
4
years of professional experience
Work History
Customer Service Subject Matter Expert
TDCX
06.2024 - Current
- Monitored Service Level Agreement (SLA) adherence and provided updates to clients every 30 minutes, ensuring timely communication and transparency.
- Facilitated seamless chat transfers across five Lines of Business (LOBs), ensuring efficient customer support and minimizing wait times.
- Sought ways to improve processes and services provided.
- Cross-trained and provided backup support for organizational leadership.
Customer Service Specialist
TDCX
08.2023 - 06.2024
- Provided comprehensive assistance to customers regarding order and purchase inquiries through live chat and inbound phone calls, ensuring efficient and helpful support.
- Guided customers through the return and refund process, adhering to company policies and striving for customer satisfaction.
- Accurately documented and escalated customer requests and issues to relevant departments, facilitating timely resolution and follow-up.
Advisor I, Technical Support
Concentrix
11.2022 - 07.2023
- Provided effective troubleshooting guidance and technical support to customers experiencing issues with VR Goggles, aiming for first-call resolution.
- Assisted customers with the return and refund process for VR Goggle products, ensuring adherence to company policies.
- Appropriately escalated complex technical issues to Level 2 support for advanced troubleshooting and resolution.
Customer Service Representative
Scicom (MSC) Berhad
09.2021 - 10.2022
- Assisted customers with making flight reservations via inbound phone calls, ensuring accuracy and efficiency.
- Efficiently managed modifications to existing flight bookings, including meal preferences, special assistance requests, and itinerary changes, adhering to airline policies.
- Professionally and pleasantly resolved customer disputes and complaints, aiming for mutually satisfactory outcomes and maintaining positive customer relations.
Education
BA (Hons) Marketing - Marketing
First City University College
Petaling Jaya, Selangor, Malaysia07-2020
Diploma - Hospitality And Tourism Management
First City University College
Petaling Jaya, Selangor, Malaysia04-2018
Skills
- Complaint handling
- Time management
- Creative problem solving
- Adaptability and flexibility
- Communication
Languages
English
Bilingual or Proficient (C2)
Malay
Bilingual or Proficient (C2)
Tamil
Bilingual or Proficient (C2)
Timeline
Customer Service Subject Matter Expert
TDCX
06.2024 - Current
Customer Service Specialist
TDCX
08.2023 - 06.2024
Advisor I, Technical Support
Concentrix
11.2022 - 07.2023
Customer Service Representative
Scicom (MSC) Berhad
09.2021 - 10.2022
BA (Hons) Marketing - Marketing
First City University College
Diploma - Hospitality And Tourism Management
First City University College
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