Summary
Overview
Work History
Education
Skills
Timeline
Generic

SHAMLA DEVI RAMAKRISHNA

SENIOR CUSTOMER CENTER CONSULTANT
Puchong Batu Dua Belas,10

Summary

Experienced senior customer consultant with 8 years in Mobile, Social Media, and Corporate sectors. Adept at overseeing operations and leading high-performing teams, ensuring seamless business operations. Strong analytical and strategic planning skills, capable of devising innovative solutions to meet client needs. Seeking a role to contribute expertise in enhancing workplace dynamics and developing customer relations, communication, and strategic thinking skills.

Overview

13
13
years of professional experience
1
1
year of post-secondary education
3
3
Languages

Work History

Backend Support

MAXIS MOBILE SDN. BHD.
BANDAR SUNWAY, SELANGOR
01.2017 - Current
  • Processed projects acquired by the front office, managing databases, and analyzing consumer trends.
  • Analyzed consumer trends using monthly transaction data, adhering to SOP.
  • Presented analysis findings to management for strategic decision-making.
  • Provided support to customer service agents and resolved issues promptly.
  • Managed case creation, updates, and closure in Ticketing CRM based on customer submissions.
  • Coordinated end-to-end fulfillment processes, including appointment scheduling and follow-ups.
  • Contact customer for Fibre fulfillment (This included new fibre registration, relocation, migration as well)
  • Do manage postpaid line fulfillment as well
  • Self-motivated, with a strong sense of personal responsibility.
  • Excellent communication skills, both verbal and written.
  • Proven ability to learn quickly and adapt to new situations.
  • Skilled at working independently and collaboratively in a team environment.

Senior Customer Center Consultant

MAXIS MOBILE SDN. BHD.
Subang Jaya, Selangor
12.2014 - 12.2017
  • Built and maintained strong relationships with customer and vendor.
  • Interacted with customers via various channels including live chat, WhatsApp, email, and inbound calls, addressing billing inquiries and providing product information.
  • Conducted outbound calls to assist customers with technical troubleshooting and provided education on first-level solutions.
  • Maintained accurate records and files using in-house systems and customer databases.
  • Supported fellow agents in resolving customer issues and provided training on processes.
  • Contributed to team success by achieving related goals and fostering positive relationships with customers.
  • Assisted customers with sales submissions and ensured successful completion of each transaction.
  • Trained and mentored new personnel hired to fulfill various roles.
  • Identified workers with specific skill sets to recommend for promotions or raises, increasing internal hiring
  • Used to design training for employees and increase company retention and productivity rates

Senior Customer Care Officer

SUDONG SDN BHD.
KLANG, 10
03.2013 - 12.2013
  • Resolved product or service issues by understanding customer complaints.
  • Provided information about Singtel Telecommunications products and services.
  • Offered customer support and resolved technical issues via email, phone, and other electronic channels.
  • Demonstrated discretion and independent judgment in assisting customers and providing advice.
  • Assisted customers in selecting new devices and provided tracking and activation information.
  • Achieved departmental and quality metrics.
  • Identified potential products or services based on customer needs and provided recommendations to management.
  • Maintained client relationships by offering support, information, and guidance, and researching new opportunities for improvement.
  • Processed customer orders accurately and efficiently in response to various communication channels.
  • Ensured customer satisfaction by providing end-to-end support and offering the best possible solutions.

Assistant Manager

PIZZA HUT SDN BHD
PORT KLANG, Selangor
03.2012 - 02.2013
  • Greeted and assisted walk-in customers.
  • Managed petty cash transactions accurately.
  • Prepared payment vouchers and documented reports.
  • Conducted weekly stock checks to maintain food quality and freshness.
  • Oversaw staff punch card records and managed salary processing.

Education

Diploma in Education - TESL

MANAGEMENT & SCIENCE UNIVERSITY (MSU)
SHAH ALAM
07.2011 - 07.2011

Malaysian University English Test (MUET) -

MANAGEMENT & SCIENCE UNIVERSITY (MSU)
SHAH ALAM
01.2011 - 01.2011

Sijil Pelajaran Malaysia (SPM) -

SMK (P) RAJA ZARINA
PORT KLANG
03.2012 - 02.2013

Skills

  • Problem-solving expertise

  • Problem Solving

  • Analytical Skills

Friendly, positive attitude

Teamwork and collaboration

Computer skills

Customer service

Microsoft office

Problem-solving

Team management

Time management

Flexible and adaptable

Multitasking

Dependable and responsible

Organization and time management

Supervision and leadership

Timeline

Backend Support

MAXIS MOBILE SDN. BHD.
01.2017 - Current

Senior Customer Center Consultant

MAXIS MOBILE SDN. BHD.
12.2014 - 12.2017

Senior Customer Care Officer

SUDONG SDN BHD.
03.2013 - 12.2013

Assistant Manager

PIZZA HUT SDN BHD
03.2012 - 02.2013

Sijil Pelajaran Malaysia (SPM) -

SMK (P) RAJA ZARINA
03.2012 - 02.2013

Diploma in Education - TESL

MANAGEMENT & SCIENCE UNIVERSITY (MSU)
07.2011 - 07.2011

Malaysian University English Test (MUET) -

MANAGEMENT & SCIENCE UNIVERSITY (MSU)
01.2011 - 01.2011

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