Selvaganeshen A/L Ponnampalam

Customer Care Consultant (2nd Jul-16th Mar 2008, Enterprise Customer Service Unit (17th Mac -30th Sept 2008)

• Handling Inbound calls for Individual & corporate customers
• Attend to customer queries,requests,and complaints tactfully and professionally.
• Provide an accurate , efficient and quality service that exceeds customer expectations.
• Maintain customer confidentiality.
• Met key performance indicators through consistent service delivery
• Analyzed customer feedback to identify trends and troubleshoot issues.
• Follow up promptly to avoid complaints from customers.

Case Management Associate -Customer Relation Unit/Case Management Technical- (1st Oct 2009 - 28th Feb 2026

· Service Recovery - Solving Customer problems with professional and empathetic service.

· To achieve one call resolution in Customer interaction and empowered to waive fees and charges within assigned limits.

· To propose and implement work chart and productivity on improvements

· Resolve complaints within guidelines

· Highlight operational issues

· Logging for service request, complaints, inquiries and continuous Customer service

· Contribute to achieving service targets

· Cross-sell and up-sell VAS (value added services)

· Maintain high degree of responsibility towards Customer confidentiality.

· Provide accurate, efficient and quality service

· Adhere to escalation procedures handling customer complaints

· Assisted in the training of new customer service representatives (COSTA)

· Managing the team if Supervisor/TL not around

· PIC for Maxis Ambassador Program & for special product/task

· Handling Network cases

· Handling cases from the regulatory bodies –CFM, MCMC, NCCC

· Handling cases from CEO office, Head of Department and Senior Leadership Team

· Prepare weekly report on Network Pending cases

- Handling outbound calls

• Conducted surveys to gather public opinion on current issues
• Interviewed public to gather insights on current issues
• Compiled reports analysing current issues to inform decision-making
• Knowledge on Event Management