Learning New Knowledge
Sharmili Harichandran
Customer Service Officer
Georgetown
Summary
Conscientious Customer Service Officer with experience solving problems creatively and using tact and diplomacy to achieve win-win outcomes. Team player comfortable in competitive, fast-paced environments. Effective in handling direct customer inquiries, implementing customer service policies and executing financial responsibilities. 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. Diligent customer service professional successful at satisfying different types of customers with creative and knowledgeable solutions. Leads teams of customer service-focused professionals to improve customer ratings, reduce complaints and increase business.
Overview
9
9
years of professional experience
2
2
years of post-secondary education
3
3
Languages
Work History
Customer Service Officer
Toll group
Bayan lepas
06.2021 - Current
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Promoted company brand and unique offerings through personalized customer service.
- Resolved concerns with products or services to help with retention and drive sales.
- Provided primary customer support to internal and external customers.
- Assisted call-in customers with questions and orders.
- Coordinated solutions for high volume of customer inquiries per day while meeting and exceeding performance quotas.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Front Office Associate
G Hotel Penang
Persiaran Gurney
01.2020 - 05.2022
- Processed and prepared documents such as business or government forms and expense reports.
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Completed patient check-in processes by verifying insurance and submitting forms to nursing team.
- Produced high-quality communications for internal and external use.
- Answered calls to take messages or redirect calls to appropriate colleagues.
- Directed phone inquiries, answered customer questions and scheduled appointments.
- Processed payments and informed individuals of further financial responsibility to facilitate timely payments.
Quality Control Inspector
Flextronics Mechanical Penang
Bayan lepas
05.2020 - 04.2021
- Created and deployed best practices to improve efficiency and reduce defects.
- Monitored performance and generated reports detailing quality of product and defect rates.
- Streamlined QA processes by working closely with development teams and staying abreast of changing product demands.
- Communicated with production team members about quality issues.
- Completed precise measurements using special tools.
- Evaluated components and final products against quality standards and manufacturing specifications.
- Monitored production processes to gain understanding of problematic steps and rectify issues.
- Performed daily inspection rounds throughout facilities to check on all equipment and machinery.
- Coordinated with systems partners to finalize designs and confirm requirements.
Supplier Quality Control
Lumileds Penang
Bayan Lepas
09.2016 - 05.2019
- Used coordination and planning skills to achieve results according to schedule.
- Worked with customers to understand needs and provide excellent service.
- Successfully maintained clean, valid driver's license and access to reliable transportation.
- Prepared variety of different written communications, reports and documents.
- Identified issues, analyzed information and provided solutions to problems.
- Increased customer satisfaction by resolving issues.
Telesales Executive
EKG Network
Georgetown
01.2015 - 07.2016
- Attained more in sales targets on monthly basis.
- Explained product prices and packages as well as answered questions and addressed concerns of customers.
- Set up appointments with interested customers according to schedule availability.
- Made average of outbound and inbound calls per day.
- Generated minimum of new leads each day
- Contacted businesses via cold or warm calling to offer services relevant to industries or niches.
- Delivered scripted sales talks to customers reached via manual and automatic dialing systems.
- Maintained energy and enthusiasm in fast-paced environment.
- Monitored company inventory to keep stock levels and databases updated.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Exceeded goals through effective task prioritization and great work ethic.
- Drove operational improvements which resulted in savings and improved profit margins.
- Maintained excellent attendance record, consistently arriving to work on time.
Sales Executive and Customer Service
Citizen
Georgetown
01.2014 - 01.2015
- Increased revenue by implementing effective sales strategies in sales cycle process from prospecting leads through close.
- Analyzed past sales data and team performance to develop realistic sales goals.
- Presented products to clients using dynamic presentations and practical use-case scenarios.
- Evaluated costs against expected market price points and set structures to achieve profit targets.
- Managed entire sales cycle across customer accounts, proposing and closing sales to achieve total revenue growth, profit and customer satisfaction plans.
- Directed sales support staff in administrative tasks to help sales reps close deals.
- Executed local, regional and national marketing and branding initiatives to drive sales within existing and prospective accounts.
- Remained current on industry trends to better understand customer needs, product effectiveness and sales tactics.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Developed sales strategy based on research of consumer buying trends and market conditions.
- Enhanced success of advertising strategies by boosting engagement through social media and other digital marketing approaches.
Education
High School Diploma -
Lincoln University
Penang 12.2019 - 11.2020
BBA - Business Administration
University Malaysia Sarawak
Sarawak 01.2021 - Current
Skills
Inbound and outbound calling
Interests
Exercising and healthcare
Outdoor activities
Community service
Timeline
Customer Service Officer
Toll group
06.2021 - Current
BBA - Business Administration
University Malaysia Sarawak
01.2021 - Current
Quality Control Inspector
Flextronics Mechanical Penang
05.2020 - 04.2021
Front Office Associate
G Hotel Penang
01.2020 - 05.2022
High School Diploma -
Lincoln University
12.2019 - 11.2020
Supplier Quality Control
Lumileds Penang
09.2016 - 05.2019
Telesales Executive
EKG Network
01.2015 - 07.2016
Sales Executive and Customer Service
Citizen
01.2014 - 01.2015
Hiking, Reading Books & Going to Gym
Going up and down hills gets the heart pumping, creating a great cardio workout. Like most cardio exercises, hiking helps reduce your risk of heart disease, stroke, high blood pressure, high cholesterol and even some cancers. Hiking is a weight-bearing exercise, which builds muscle mass and helps prevent osteoporosis.
As the body weight falls on the legs, making them strong will ensure you have a good posture while standing. Also, strong legs are aesthetic and can boost your confidence to the next level
And most importantly helps to reduce Stress
Hiking, Reading Books & Going to Gym
Going up and down hills gets the heart pumping, creating a great cardio workout. Like most cardio exercises, hiking helps reduce your risk of heart disease, stroke, high blood pressure, high cholesterol and even some cancers. Hiking is a weight-bearing exercise, which builds muscle mass and helps prevent osteoporosis.
As the body weight falls on the legs, making them strong will ensure you have a good posture while standing. Also, strong legs are aesthetic and can boost your confidence to the next level
And most importantly helps to reduce Stress
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