SHANTINI SARAVANNAN
Global Service Consultant
Summary
Experienced operations and mobility professional with expertise in managing end-to-end assignment operations, optimizing workflows, and coordinating cross-functional teams. Adept at resolving client concerns, overseeing staff schedules, and ensuring seamless execution of services. Skilled in stakeholder management, process improvement, and workforce planning.
Overview
10
10
years of professional experience
4
4
years of post-secondary education
2
2
Languages
Work History
Client Service Representative
Sirva - Intel Corporation
10.2022 - 12.2024
- Delivered outstanding customer service by maintaining a professional demeanor during high-pressure situations.
- Participated in regular meetings with management to discuss performance goals, strategies for improvement, and ongoing challenges faced by the team.
- Organized relevant documentation for each client interaction, ensuring a thorough understanding of client needs and facilitating seamless handoffs between team members.
- Enhanced client satisfaction by addressing inquiries and resolving issues promptly.
- Developed strong relationships with clients through proactive outreach and regular check-ins on progress and satisfaction.
- Coordinated with operations staff to resolve service problems and boost client satisfaction.
- Collaborated with other departments to develop ways to increase customer satisfaction.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Investigated and resolved customer inquiries and complaints quickly.
Global Mobility Specialist
British American Tobacco
03.2020 - 06.2021
- Established Global Mobility function in the APME region, ensuring alignment before going live
- Managed assignment operations for international assignees and realigned Global Mobility policies
- Managed vendor relationships and conducted monthly audits for billing accuracy
- Provided strategic recommendations on policy exceptions and maintained transparent stakeholder communication
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
- Conducted regular training sessions for new team members, promoting best practices in customer support operations.
- Streamlined support ticket system to reduce response times, significantly improving customer service efficiency.
Relocation Consultant
Asian Tigers Relocation Service
06.2015 - 02.2020
- Managed relationships with Destination Service Providers (DSPs) for seamless relocation experiences
- Negotiated contracts to optimize costs while maintaining service quality
- Resolved assignee concerns by collaborating with DSPs for effective solutions
Education
Bachelor's Degree - Business
Northern University of Malaysia (UUM)
01.2012 - 12.2015
Skills
Operations & Workforce Management
Global Mobility & Expatriate Services
Client & Team Coordination
Process Improvement & Optimization
undefinedTimeline
Client Service Representative
Sirva - Intel Corporation
10.2022 - 12.2024
Global Mobility Specialist
British American Tobacco
03.2020 - 06.2021
Relocation Consultant
Asian Tigers Relocation Service
06.2015 - 02.2020
Bachelor's Degree - Business
Northern University of Malaysia (UUM)
01.2012 - 12.2015
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