Summary
Overview
Work History
Education
Skills
Certification
LANGUAGES
References
Timeline
Generic
Sharminiy Muniandy

Sharminiy Muniandy

Kulim, Kedah

Summary

Experienced with customer support and administrative duties, ensuring smooth operations and client satisfaction. Utilizes communication and problem-solving skills to address and resolve issues efficiently. Knowledge of multitasking and teamwork, consistently contributing to productive work environment.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Customer Support

Cytron Technologies
03.2022 - Current
  • Manage a high volume of customer inquiries via phone calls, live chat, and email, providing accurate and timely responses to ensure customer satisfaction
  • Communicate with suppliers to address and resolve customer issues promptly, maintaining positive relationships and ensuring high-quality service
  • Coordinate with courier services to track shipments, address delays, and ensure that customers receive their orders on time, enhancing the overall customer experience
  • Streamlined customer support processes by integrating a CRM system, reducing response time by50% and improving overall efficiency
  • Respond to Request for Quotation (RFQ) inquiries promptly and accurately, ensuring that all client requirements are met within specified deadlines
  • Continuously improve communication and problem-solving skills to handle complex customer issues and contribute to the team's success
  • Provided exceptional customer support during all stages of the sales cycle, resulting in repeat business and positive referrals.
  • Assisted in the training of new team members, sharing knowledge and best practices for effective customer support.
  • Expedited problem resolution by coordinating with other departments such as customer support, engineering, and dispatch teams.

E-Commerce Administrator

GDEAL Sdn. Bhd.
01.2019 - 03.2022
  • Lead the team in handling all E-Commerce platforms such as Shopee and Lazada accounts
  • Respond to live chats and email regarding products, purchase and delivery
  • Focus on providing feedback on customer inquiries, complaints & cancellations through E-mail, phone calls & live chat
  • In charge of resolving warranty claims disputes to ensure customer satisfaction
  • Diligently monitored and managed all pending orders and maintained oversight of warehouse inventory level
  • Provided exceptional customer service by promptly addressing concerns, resolving issues, and maintaining strong relationships with clients.
  • Monitored website performance regularly, identifying areas of improvement to enhance user experience further.

Customer Service Advisor

Teleperformance Sdn. Bhd.
01.2017 - 12.2018
  • Proficiently handled inbound calls, effectively addressing customer inquiries, complaints, feedback, and product-related issues with a strong emphasis on customer satisfaction
  • Efficiently filed service requests based on customer orders, ensuring prompt and accurate processing
  • Demonstrated excellent communication skills by making outbound calls to customers for follow-ups, coordinating deliveries, and accommodating special requests
  • Skillfully managed, escalated, and resolved customer complaints
  • Specialized in utilizing Customer Relationship Management(CRM)systems, including SAP, SFDC, and Salesforce, to update case details and manage escalations through ticket creation and closure processes
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.

Physiotherapist

Ray & Yap Physiotherapy Centre
05.2016 - 12.2016
  • Provided expert care to patients with musculoskeletal and neurological conditions, utilizing specialized skills to ensure optimal treatment outcomes
  • Efficiently managed front desk operations, including patient registration, check-in/check-out procedures, data entry, ensuring a seamless and organized patient experience
  • Demonstrated strong communication skills by promptly answering phone calls and effectively scheduling appointments, billing, and responding to patient inquiries via messages and email
  • Educated patients, families and caregivers on home exercise program that complement therapy sessions.
  • Enhanced patients'' quality of life through targeted physical therapy exercises and pain management techniques.

Education

BSc (Hons) - Physiotherapy

AIMST University
04.2016

Diploma - Physiotherapy

AIMST University
04.2013

Skills

  • Customer relationship management
  • Flexibility and Adaptability
  • Good team player
  • Digital Marketing Strategy
  • SAP, SFDC, Salesforce, CRM
  • Project Management
  • Critical thinking
  • Complaint handling
  • Call center operations
  • Customer relationship management (CRM)

Certification

  • Certified in The Complete Digital Marketing Skills, Udemy, September2023
  • Certified in Problem Solving Techniques, Dell, July2021
  • Certified in Basic Life Support including CPR & First Aid, AIMST University, October2015
  • Certified in Microsoft Office, Hasani Management Sdn. Bhd., January2009

LANGUAGES

Bahasa Melayu
Proficient
C2
English Language
Proficient
C2
Bahasa Tamil
Proficient
C2

References

Sherline, sherline@cytron.io, 04-5480668, Cytron Technologies

Timeline

Customer Support

Cytron Technologies
03.2022 - Current

E-Commerce Administrator

GDEAL Sdn. Bhd.
01.2019 - 03.2022

Customer Service Advisor

Teleperformance Sdn. Bhd.
01.2017 - 12.2018

Physiotherapist

Ray & Yap Physiotherapy Centre
05.2016 - 12.2016

Diploma - Physiotherapy

AIMST University

BSc (Hons) - Physiotherapy

AIMST University

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Sharminiy Muniandy