Shaamini Mohan
Johor Bahru
Summary
Motivated customer service professional with a strong desire to excel in a challenging and rewarding position. Brings a wealth of skills and experience to contribute to the success of the company. Dedicated to providing exceptional service and building positive relationships with customers. Committed to delivering results and exceeding expectations in a fast-paced customer service environment.
Overview
9
9
years of professional experience
Work History
Retail Ambassador
Love, Bonito
01.2023 - Current
- Responding to customer inquiries, complaints, and feedback through various channels such as phone, email, or chat in a prompt and professional manner
- Providing accurate information about products or services, pricing, shipping, and returns policies to customers
- Resolving customer issues and concerns eDectively and eDiciently, escalating to management when necessary
- Handling customer requests for refunds, exchanges, or replacements according to company policies
- Maintaining customer records and updating customer information in the CRM system
- Following up with customers to ensure their issues have been resolved satisfactorily
- Collaborating with other departments such as sales, marketing, and operations to address customer needs and improve the overall customer experience
- Monitoring customer satisfaction levels and identifying opportunities for improvement in service delivery
- Providing feedback to management on customer trends, issues, and suggestions for improvement
- Keeping up-to-date with product knowledge, industry trends, and best practices in customer service to enhance customer interactions and retention
Customer service executive
Antasis Pte Ltd
01.2022 - 01.2023
- Responding to customer inquiries, complaints, and feedback through various channels such as phone, email, or chat in a prompt and professional manner
- Providing accurate information about products or services, pricing, shipping, and returns policies to customers
- Resolving customer issues and concerns eDectively and eDiciently, escalating to management when necessary
- Handling customer requests for refunds, exchanges, or replacements according to company policies
- Maintaining customer records and updating customer information in the CRM system
- Following up with customers to ensure their issues have been resolved satisfactorily
- Collaborating with other departments such as sales, marketing, and operations to address customer needs and improve the overall customer experience
- Monitoring customer satisfaction levels and identifying opportunities for improvement in service delivery
- Providing feedback to management on customer trends, issues, and suggestions for improvement
- Keeping up-to-date with product knowledge, industry trends, and best practices in customer service to enhance customer interactions and retention
- Training new staD members on company policies, procedures, and customer service best practices
- Conducting on-the-job training and providing ongoing support and guidance to new staff
- Monitoring and evaluating the performance of new staD members and providing feedback for improvement
- Assisting with the development and implementation of training programs for new and existing staff
- Collaborating with other team members and departments to ensure a seamless customer experience
- Maintaining accurate records of customer interactions and staD training activities
- Keeping up-to-date with industry trends and best practices in customer service and staff training
PT Admin Assistance
Darul Sutera Sdn Bhd
01.2020 - 01.2023
- Actively listened to customers, handled concerns quickly and escalated major issues to the supervisor
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution
- Used Microsoft Word and other software ware tools to create documents and other communications
- Responsible for office general admin works
- Assist in general admin works
- Assist management in respect to daily administrative task
- Other related duties as assigned by management
- Answered calls, responded to emails, and spoke with clients face-to-face
PT Admin Assistance
Herlo Consultancy
01.2022 - 12.2022
- Perform the full spectrum of coordination and administrative duties
- Performing data entry tasks
- Responsible for following up with outstanding daily payments
- Coordinate to perform data entry tasks for new signed up and convey the information to relevant personnel for the necessary follow-up
- Responsible for generating both the pre-route and delivery route plan daily according to the stipulated timeline
- Responsible for handling and replying to incoming emails and dropping clients' necessary reminders monthly
- Data entry of required information into relevant databases and spreadsheets promptly
- Keep records of necessary customer and team interactions and enter all information required into the company database and official WhatsApp group chat
- Resolved challenging weld defects or inconsistencies by analyzing process variables, making necessary adjustments to improve overall product quality.
Customer service executives
Startek
01.2019 - 12.2019
- Handling all inbound calls pertaining to customer general enquiries, complaints, comments, feedbacks and other raising issue related to the company's products
- Exceeding customer expectation in terms of customer service & accurate information
- Working in a team to achieve the required KPI elements and SLA
- Boosted customer retention rates by providing exceptional service and building rapport with clients.
- Managed high volume of inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues.
- Resolved customer billing errors by researching issues in system, asking open-ended questions, and determining root causes of problems.
- Reduced average call time through efficient problem-solving skills without sacrificing quality of service provided.
- Coached and mentored junior team members, contributing to their professional growth and development.
- Maintained up-to-date knowledge of product and service changes.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
PT Fashion Coordinator
Wing Tai Clothing Sdn Bhd
01.2016 - 01.2017
- Increased customer satisfaction by resolving product or service issues
- To manage product display at store, promote and upkeep the brands image greet, serve and assist customers as they enter the store
- Assisted in marketing, sales and stock take
- Handled customer complaints with empathy and composure
- Served customers in a friendly, manner following outlined steps of service
- Increased sales through effective merchandising strategies and consistent visual displays.
- Streamlined inventory management processes, reducing excess stock and improving turnover rates.
- Implemented innovative window displays to capture consumer interest and drive foot traffic into stores.
- Developed seasonal and brand style guides to promote organization.
- Acted as product liaison with departments and vendors to keep apprised on delivery orders, deadlines and fashion show bookings.
Education
Diploma in Business and Operational Management - Industrial Engineering Management
Pusat Latihan Dan Kemahiran Bestari (PLKB)
Malaysia01.2023
Sijil Pelajaran Malaysia(SPM) -
SMK Taman Desa Tebrau
Malaysia01.2017
Skills
- Microsoft Office
- Teamwork
- Communication
- Multitasking abilities
- Phone etiquette
- NPS
- CRM
- Zendesk
- Customer service excellence
- Customer Engagement
- Product Knowledge
- Problem-Solving
- Public Speaking
- Decision-Making
- Product and Service Promotion
Languages
English
Bahasa Malay
Tamil
Resumeobjective
Seeking a challenging and rewarding position in customer service where I can utilize my skills and experience to contribute to the success of the company.
Personal Information
- Place of Birth: Malaysia
- Date of Birth: 12/05/99
- Gender: Female
- Nationality: Malaysian
- Marital Status: Single
Timeline
Retail Ambassador
Love, Bonito
01.2023 - Current
Customer service executive
Antasis Pte Ltd
01.2022 - 01.2023
PT Admin Assistance
Herlo Consultancy
01.2022 - 12.2022
PT Admin Assistance
Darul Sutera Sdn Bhd
01.2020 - 01.2023
Customer service executives
Startek
01.2019 - 12.2019
PT Fashion Coordinator
Wing Tai Clothing Sdn Bhd
01.2016 - 01.2017
Sijil Pelajaran Malaysia(SPM) -
SMK Taman Desa Tebrau
Diploma in Business and Operational Management - Industrial Engineering Management
Pusat Latihan Dan Kemahiran Bestari (PLKB)
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