Summary
Overview
Work History
Education
Skills
Accomplishments
References
Timeline
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SHIREEN SHARMALA ANNE

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

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

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SHIREEN SHARMALA ANNE