Siva Rao
Technical Assistance & Case Management
Kuala Lumpur
Summary
Assist the department head in carrying out investigations and work closely with the consumer for incidents and cases related. Encouraging manager and analytical problem-solver with talents for team building, leading, and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring, and morale-building abilities to enhance employee engagement and boost performance.
Overview
11
11
years of professional experience
Work History
Customer Experience Professional
Customer Experience Professional|Grab Sdn Bhd
05.2022 - Current
- Conducted regular follow-ups with customers to confirm satisfaction with resolution outcomes and address any remaining concerns.
- Streamlined communication channels for improved customer interactions and response times.
- Participated in special projects aimed at enhancing customer experience, including the execution of pilot programs and the refinement of new policies and procedures.
- Promoted a culture of continuous improvement by sharing best practices and learning from other team members'' experiences.
- Identified potential areas of improvement in the customer journey, suggesting actionable solutions to management.
- Delivered exceptional service by utilizing product knowledge and problem-solving skills during customer interactions.
- Served as an escalation point for complex or challenging cases, demonstrating expertise in problem-resolution techniques.
- Mentored new hires through training programs, contributing to a well-prepared and knowledgeable team of advisors.
TELEMARKETER & OMNI
MEASAT Broadcast Network System Sdn Bhd (ASTRO)
12.2015 - 12.2020
- Place phone calls to potential clients from our computerized directory
- Has Great Written Communication Skills via Live chats
- Provides Concise Information.
- Perform script (with necessary adjustments) to ensure consistency of sales Program.
- Answer potential clients' questions about home improvement projects or goals.
- Generate between 5 to 15 sales per day as a minimum requirement
Set appointments with prospective customers based on our associate's schedules. - Maintain computer, telephone, chat, and other equipment.
- Communicate any problems, concerns questions to supervisory staff
Refer customer complaints to the supervisor for quality control
Communicate respectfully and politely with potential customers at all time. - Trained and mentored new telemarketers on best practices, communication strategies and performance standards.
- Provided information about available products and services including membership details and purchase advantages.
- Escalated concerns or problem calls to management staff
- Explained product prices and packages as well as answered questions and addressed the concerns of customers.
- Troubleshoot any issues and escalate issues to the proper department
Skilled at new software and hardware installations, making customer satisfaction a priority. - Communicated issues involving estimated time of task completion, status updates, and potential problems.
TECHNICAL SUPPORT ASSISTANCE
Canon Marketing Malaysia
01.2014 - 11.2015
- Managed escalated cases effectively, collaborating with senior technicians to resolve complex problems quickly.
- Provide technical assistance with the installation of new machines.
Monitor the machines for quality issues. - Responsible for placing orders for additional parts and supplies to refill the inventory.
- Maintain a record of issues and solutions.
Take up tasks such as new equipment set-ups, equipment reconditioning, and general technical service. - Collaborate with the other technicians to keep up the optimum response time and customer satisfaction.
- Keep track of the technician metrics such as response time, calls per day, and parts cost per call.
- Implemented feedback from customers to improve internal knowledge base articles and FAQs.
- Improved customer satisfaction by efficiently resolving technical issues and providing clear explanations.
- Supported software installations and updates, ensuring optimal performance for end users.
- Utilized strong problem-solving skills to troubleshoot hardware, software, and network connectivity issues effectively.
- Installed, configured, tested, and maintained operating systems, application software, and system management tools.
BELLMAN (PART TIME)
Palace Of Golden Horse
01.2013 - 12.2013
- Welcomed guests to the hotel and assisted them with their luggage Run investigations regarding charges & complaints from disputed customer
Escorted incoming hotel guests to rooms. - Assisted guests with hand luggage, and offered information pertaining to hotel services
- Clarified features of room and operations of hotel facility.
- Delivered messages and conducted household service tasks
- Investigated and prepared incident reports
- Picked up articles for laundry and wash services
- Conveyed to guests on-premises and local areas.
Education
No Degree - Diploma In Electrical & Electronic Engineering
Kuala Lumpur Infrastructure University College
Serdang, Selangor06.2012
Skills
- Call center experience
- Complaint Handling
- Feedback collection
- CRM Software
- Teamwork and Collaboration
- Computer Skills
- Microsoft Office
- Time Management
- MS Office
- Calm and Professional Under Pressure
- Complaint resolution
Accomplishments
- Achieved Highest CSAT
- Achieved Top Sales Agent
REFERENCE
HASSANUL SHAZRIN
SENIOR TEAM MANAGER
016-6643694
YOGENDRAN RAO
TEAM MANAGER
01156789042
Timeline
Customer Experience Professional
Customer Experience Professional|Grab Sdn Bhd
05.2022 - Current
TELEMARKETER & OMNI
MEASAT Broadcast Network System Sdn Bhd (ASTRO)
12.2015 - 12.2020
TECHNICAL SUPPORT ASSISTANCE
Canon Marketing Malaysia
01.2014 - 11.2015
BELLMAN (PART TIME)
Palace Of Golden Horse
01.2013 - 12.2013
No Degree - Diploma In Electrical & Electronic Engineering
Kuala Lumpur Infrastructure University College
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