Shobna Radakrishnan
Klang
Summary
Proven expertise in claims analysis and exceptional teamwork skills, demonstrated at J&T Express Malaysia SDN BHD by streamlining claim processes and significantly enhancing team performance. Excelled in policy interpretation and investigation techniques, achieving top-notch results in dispute resolution and fraud minimization, contributing to increased customer satisfaction and loyalty.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Claim Officer
J&T Express Malaysia SDN BHD
2019.01 - Current
- Ability to use independent judgement and make appropriate claims decisions and determinations.
- Having conflict resolution and mediation skills to liaise with external customers or internal departments regarding claims
- Responsible for daily assigned tasks in respect of claims and processing within the timeline given (TAT).
- Understand the principles and procedures for investigations and perform verification and checking on claims cases following the company’s standard policies and operation procedures.
- Responsible for handling claim complaints or appeals and providing appropriate solutions or results within the stipulated time given to external customers or internal departments.
- Provide Finance team with final compensation amount after final judgment of e-Commerce and Forward appropriate claims to HQ or the finance department for payment or fine processing.
- Record keeping (documents or softcopy) and preparation of necessary paperwork such as correspondence, reports, and analyses as and when needed
- Maintain confidential claim and arbitration-sensitive information, including customer and company data, on all platforms.
- Prepare daily, weekly, or monthly reports.
- Understand the company’s products and updates from time to time; conduct training briefings for team members as and when required by superior.
- Expedite urgent claims with relevant parties as and when needed.
- Assist the superior in monitoring daily operations and team performance.
- Perform any ad hoc tasks or additional instructions given by your superior
- Resolve customer complaints via phone, email, mail or social media.
- Respond to customer queries in a timely and accurate way, via phone, email, or Live chat in professionally to provide information about the services and obtain details of complaints.Make outbound calls if we need to do if we need.
- Monitor customer complaints on social media (FB) and reach out to provide assistance.
- Follow up with customers to ensure customer issues are resolved.
- I follow up with the customer throughout Mantis, and CRM as this is our main platform to do the investigation.
- Having e-Commerce industry collaborations such as shopee and Lazada, we use Salesforce and X-space as platforms to communicate with them and investigate if we need to.Assist in training junior Customer Support Representatives .
- Managed high caseload efficiently, prioritizing tasks based on urgency and importance to meet deadlines consistently.
- Negotiated fair settlements with policyholders while maintaining positive relationships between the company and clients involved in disputes.
- Expedited claim resolution with prompt negotiation, evaluation, and settlement of claim amounts.
- Minimized fraudulent claims by conducting thorough investigations and collaborating with law enforcement agencies.
Customer Services Representative
SRG Asia Pacific
2017.01 - 2018.11
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered a constant flow of calls with up to average 100 calls days.
- Addressed and resolved customer product complaint empathically and professionally.
- Assist Team Leader to validate the sales, NPS and FCR calls of others agents and provide the gain data to Team Leader in order for them to issue Scorecard for the agent.
- Consistently improve customer satisfaction through expert resolution of conflict, issue and concern.
- Cross trained and provided back up for junior customer services representatives when needed.
- Top NPS and scorer for each month and achieves monthly evaluated KPI with ease.
- Gathered and verified all required customer information for tracking purposes.
- Defused volatile customer situations calmly and courteously.
- Act as person in charge with absent of Supervisor at call floor.
- Met or exceeded services and quality standards every review period.
- Make requested account changes and offer additional services packages or options.
- Act as one of SME agent to handle customer’s technical issues.
- Been part of coaching team to provide training regarding Rataplan of our product to new customer services agents.
AEON Credit Debit Collector
AEON Credit
2016.01 - 2016.01
- Collaborated with team members to achieve monthly targets, promoting a positive work environment and boosting overall productivity.
- Contacted customers to discuss payment schedules and set up or immediately process payments.
- Reduced outstanding debts by implementing strategic collections tactics and maintaining open lines of communication with customers.
- Streamlined debt collection processes for increased efficiency in the workplace.
- Make outbound calls on delinquent account and make every effort possible to recover those owned funds.
- Utilize active listening skills, time management, negotiation skills an interpersonal skill to convince those account holders to payback.
- Develop knowledge of proper and ethical debt collection techniques and maintained keen sense of urgency.
- Update pertinent information to files, such as bankruptcy or fraudulent accounts.
- Find best possible payment arrangement for consumers while maximizing revenue for company.
- Handled sensitive information such as credit card numbers and bank accounts.
Assistant Administration Officer
Asia Pacific Realty
2012.06 - 2013.07
- Developed strong working relationships with colleagues, contributing to a positive work environment.
- Provided exceptional customer service, addressing inquiries professionally and in a timely manner.
- Screened and transferred incoming calls, took down messages, and transmitted information and documents to internal personnel.
- Aided colleagues, managers, and customers through regular communication and assistance.
- Oversee receptionist area , including greeting visitors and responding to telephone and in person request for information.
- Assist Marketing team to upload properties prices in land websites such as Mudah.com and I-Property.
- Maintained daily report and databases for marketing team and always provide them with updated properties information.
- Coordinate inventory orders, office supplies , and travel arrangement for managerial level staff
- Greet numerous visitors, including visitors, including VIP’s vendors and interview candidates.
- Created PowerPoint presentation regarding information on Human Resources for new employees.
- Managed meeting agendas and executed follow up meetings and conferences for HR manager.
Education
High School Diploma -
Kolej Masa
Pusat Perdagangan Puchong Prima02.2013
Skills
- Claims analysis
- Technical knowledge
- Investigation techniques
- Policy Interpretation
- Claims Investigation
- Teamwork and Collaboration
- Decision-Making
Certification
- Next Level Customer Services and Managing Difficult Conversations with Law of Connection
Languages
Tamil, English, Malay
Native language
English
Advanced
C1
Malay
Proficient
C2
Tamil
Proficient
C2
Timeline
Claim Officer
J&T Express Malaysia SDN BHD
2019.01 - Current
Customer Services Representative
SRG Asia Pacific
2017.01 - 2018.11
AEON Credit Debit Collector
AEON Credit
2016.01 - 2016.01
Assistant Administration Officer
Asia Pacific Realty
2012.06 - 2013.07
High School Diploma -
Kolej Masa