SHIREEN SHARMALA ANNE
Batu Caves
Summary
Professional senior customer service executive with 8 years of experiences in resolving customer inquiries. Strong ability to multi-task, prioritize, and manage time effectively.
Overview
11
11
years of professional experience
8
8
years of post-secondary education
Work History
SENIOR CUSTOMER SERVICE EXECUTIVE / ACTING TEAM LEAD
THE MYSALE GROUP
2 2016 - Current
- Customer support for Australia Market
- Supporting customers via voice, email, social media, live chat platform, review sites
- Resolve product or service problems by clarifying customer's complaint
- Determining the cause of the problem, selecting and explaining the best solution to solve the problem & following up to ensure resolution
- Prepare service reports by collecting and analyzing customer information
- Contribute to team effort by accomplishing related results as needed
- Manage large amounts of incoming inquiries
- Identify and assess customers' needs to achieve satisfaction
- Act as team leader when necessary - scheduling shifts, guiding employees, assigning tasks, allocating resources, prioritizing work, taking corrective actions, and updating records
- Preparing daily workloads for staff & coordinating the daily allocation of work when needed
- Dealing with and resolving problems and issues which arise
- Providing prompt and accurate information on individual performance.
- Developed and implemented various strategies, increasing productivity
LITIGATION CLERK
SHARAN SURENDREN & ASSOCIATES
08.2014 - 01.2016
- To provide secretarial/office administrative/marketing support in the day-to-day running of the department
- To organize and manage correspondences, reports, appointments, and travel arrangements
- To maintain proper records/filling of correspondences and documents which include but not limited to mails, fax distribution, draft documents & agreements and etc
- To perform any other secretarial and administrative work as and when required.
CUSTOMER SUPPORT SPECIALIST
ASTRO
11.2013 - 04.2014
- Ensure all inbound calls received are answered immediately
- Ensure and maintain professionalism in handling customers' inquiries/complaints on the organization's products and services
- Ensure that each transaction is handled in a way that contributes to overall customer satisfaction and increases customer loyalty
- Perform end to end resolution in call handling by follow-up calls and appropriate case escalation when necessary
- Work in a team to ensure Call Centre Service Level is met
- Maintain service quality
- Perform Upsell to potential customers.
Education
BACHELOR OF ACCOUNTING HONS (PART TIMER) -
OPEN UNIVERSITY MALAYSIA
01.2018 - Current
FOUNDATION IN ARTS - undefined
UNIVERSITY TUNKU ABDUL RAHMAN (UTAR)
05.2012 - 05.2013
Skills
Can work under pressure and optimistic
Would engage to the company's interest and work accordingly to achieve company's goals
Able to speak and write in Malay, English and Tamil
Able to use Microsoft word, excel and power point
Sense of responsibility, will to learn from basic, hardworking and able to work in individual and team
Able to answer an average of 80 calls and 100 emails per day
Accomplishments
- Outstanding Work Special Recognition, May 2017
- Outstanding Work Special Recognition, Dec 2017
- Employee of the Month, Nov 2017
- Inter - Department Achiever, FY 2017
References
Available upon request
Timeline
BACHELOR OF ACCOUNTING HONS (PART TIMER) -
OPEN UNIVERSITY MALAYSIA
01.2018 - Current
LITIGATION CLERK
SHARAN SURENDREN & ASSOCIATES
08.2014 - 01.2016
CUSTOMER SUPPORT SPECIALIST
ASTRO
11.2013 - 04.2014
FOUNDATION IN ARTS - undefined
UNIVERSITY TUNKU ABDUL RAHMAN (UTAR)
05.2012 - 05.2013
SENIOR CUSTOMER SERVICE EXECUTIVE / ACTING TEAM LEAD
THE MYSALE GROUP
2 2016 - Current