Shankari Sundrasekaran

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level [Job Title] position. Ready to help team achieve company goals.

• Retail Sales,Salesforce system,complaint resolution,service based selling, Front Office ,
• PROJECT
• KINDERGARTEN ATTENDANCE SYSTEM USING RFID (SMART CARD) -CREATED A SYSTEM ON THE ATTENDANCE WHERE THE PARENTS WILL SCAN THE SMART CARD ONTO THE MACHINE AND AUTOMATICALLY THE DATA WILL BE UPLOADED INTO THE SYSTEM
• IT IS FOR THE DAYCARE AND KINDERGARTEN CHILDREN
• IT WILL ALSO TRACK DOWN THE CHILDREN ABSENT, LATENESS IN THE SYSTEM
• CALL CENTRE, CUSTOMER SERVICE EXECUTIVE
• HANDLES CUSTOMERS COMPLAINTS REGARDING ON THEIR BILLING, PAYMENT, CALCULATION, AND INSTALLATION QUESTIONS ON THE NEW SMART METERS AND TNB APP ISSUE
• ENSURE THE CUSTOMER BILL CALCULATION IS PROPERLY CALCULATED AND REACHED TO THE CUSTOMER CORRECTLY
• ENSURE THE ACCURATE INFORMATION ON THE SMART METER INSTALLING IS DELIVERED TO THE CUSTOMER VIA THE CALL AND THROUGH LETTER
• ENSURE CUSTOMER COMPLAIN ON THE BREAKDOWN REACHES TO THE TNB RELEVANT TEAM
• SIGNATURE GROUP OF HOTELS 04/2018 – 01/2019
• HOTEL / MANAGEMENT TRAINEE@ OPERATION SUPERVISOR
• HANDLED ALL THE CUSTOMER RESERVATION VIA WALK IN AND THROUGH CALL FROM LITTLE INDIA, KL SENTRAL ,BANGSAR, PUDU BRANCH
• HANDLED ALL THE CHECK IN AND CHECK OUT GUEST
• MADE SURE THE ROOMS ARE CLEANED BEFORE HANDING THE KEY TO THE GUEST
• HAD A GOOD COMMUNICATION WITH THE HOUSEKEEPER, LEARNT HOW TO DO HOUSEKEEPING
• BEFORE SHIFT ENDS WILL MAKE SURE THE AMOUNT IN THE SYSTEM /BOOK MUST BE TALLY
• IF NOT TALLY MUST HAVE A VALID REASON
• UMOBILE | BERJAYA TIMES SQUARE 03/2017 – 04/2017 CALL CENTRE | CUSTOMER SERVICE EXECUTIVE
• ATTENDED TRAINING FOR 1 MONTH
• HANDLES CALLS AND ANSWER THEM IN A PROFESSIONAL MANNER
• HANDLED CUSTOMER ON THE POSTPAID BILL OR PREPAID
• ENSURE THE CORRECT INFORMATION ON THE POSTPAID AND PREPAID IS DELIVERED VIA THE CALL IS CORRECT
• Internship 05/2015 - 08/2015
• BLACKBOARD ASSISTANT@SEGI UNIVERSITY | KOTA DAMANSARA - KOTA DAMANSARA
• HAD A GREAT TRAINING FOR A WEEK WITH THE BEST TRAINERS ON HOW TO CREATE BLACKBOARD AND WHAT ARE THE FUNCTION OF THE BLACKBOARD
• LEARNT MORE INFORMATION ON THE BLACKBOARD
• SYSTEM WAS ALREADY CREATED JUST ENSURE THE DETAILS ARE KEYED INTO THE SYSTEM
• BLACKBERRY SERVICE CENTRE 11/2013 – 04/2014 ADMIN ASSISTANT@CUSTOMER SERVICE, TROPICANA CITY CENTRE
• ENSURED ALL THE PHONE DETAILS IN THE SYSTEM
• DISCUSS WITH THE TECHNICIAN ON THE PHONE IS NOT FUNCTIONING AND WILL LABEL ACCORDINGLY
• WILL KEY IN ALL THE MALFUNCTION AND FUNCTIONED PHONES IN THE SYSTEM
• THOSE PHONE THAT REQUIRED FURTHER MAJOR REPAIR WILL PACK IT SEPARATELY AND SEND IT TO PENANG SERVICE CENTER FOR REPAIR
• WILL PREPARE THE CONSIGNMENT NOTE AND FILL UP THE DETAILS ON THE CONSIGNMENT NOTE AND WAIT FOR THE COURIER TO COLLECT THE ITEM
• ONCE THE REPAIRED ITEM ARRIVES WILL UNBOX IT AND TEST IT WHETHER THE PHONE IS FUNCTIONING OR NOT AND KEY IN BACK INTO THE SYSTEM
• CUSTOMER WILL WALK IN WITH THEIR BLACKBERRY PHONE, AS A CS WILL ENQUIRE ON THE ISSUE AND GET THE ADVICE FROM THE STAFF AND WILL INFORM THE CUSTOMER TO BACKUP THEIR DATA AS THE SHOP WON'T BE RESPONSIBLE IF THE PHONE ISNT BACKUP
• WILL HELP THE CUSTOMER TO BACKUP IF INCASE THE CUSTOMER DID NOT BACKUP ON THEIR OWN
• New agents will be recruited every month and they will have a buddy session with the seniors to learn more
• As a senior agent I will teach and make sure the agent understands, take down important notes, play with the system and most important answer at least 1 call for them to understand how to speak to the customer and understand their problem and solve it.

• Complaint Resolution Answered an average 50+ calls per day from dissatisfaction related to the delayed shipment, order mistakes and lost orders. Will send email on the customer complaints related to their Orders. Patience Customers when they call they will be angry and shout over the phone and immediately demand a Manager without telling the issue or provide us with any details. In this kind of case, we will try to calm the customer down and get the details, or sometimes their case will be automatically shown in our Salesforce so we will help to check on their case and assist as much as we can to avoid the manager's Call Back. Product knowledge During training we will cover as wide as possible on all the products, how to handle customers,calculation etc. When hit on the floor, we will be partnered with our senior agents to teach us more on the system and other things on how to handle customer calls, average of calls. When the customers are not sure on the product whether it is fake or original we will help to check with the relevant team and update the buyer via call or email. Sometimes we will advise the buyer on how to check the product before they purchase the item such as Review, rating, seller response, price comparison. Problem solving skills When customer sends in email or calls the agent, we will check what is the issue and we will find a way to solve the issue within 3-5 working days and inform the customer whether its a buyer or seller that their problem has been solved so the same customer doesn't have to repeat coming back to us with the same complain. If the same customer repeatedly calls in or sends email, we will still have a look at their previous cases whether the cases have been solved or still pending. If it's still pending, we will check with the team leader on the case and make sure the case is settled before we inform the customer. Technical knowledge Sometimes the customers won't be able to login into their app and also website and they have tried the basic troubleshooting and some don't know how to do the troubleshooting. We will guide the customer through the steps on the basic troubleshooting as some customers are not able to check their internet and so on. Empathy Customers will call in to enquire on their parcel status such as the Estimated Delivery time, no parcel movement, seller is not responding. We will say “ We do understand your frustration and have to wait for a very long time, we will help to check and update you as soon as possible”, and we will put the customer on the call and check with the relevant team and in the system on the parcel status. Once we have the right answer to give the customer without aggravating the customer then we will unhold the call and explain to the customer.