Srivinisha Nesagandh
Customer Senior Executive
Summary
A quick learner who can swiftly adapt to new situations and is always looking for new ways to solve problems. A person who is extremely organized and enjoys taking on new roles. Takes on challenges with a strong desire to succeed. Good communication skills and the ability to understand the needs of others. Desired to work in a varied and happy working environment. I'm keen to learn new skills and equip myself for a leading position in a company and would direct the team with responsibility and with an aim to achieve the goal of the company. Dedicated professional with demonstrated strengths in customer service, time management, and trend tracking. Good at troubleshooting problems and building successful solutions. Excellent verbal and written communicator with a strong background in cultivating positive relationships and exceeding goals.
Overview
5
5
years of professional experience
Work History
Telesales
Talentcloud
Kuala Lumpur
02.2023 - 04.2023
- Answered inbound telephone calls from interested customers to persuasively discuss offerings.
- Recorded contact information of customers and potential customers in internal database.
- Delivered scripted sales talks to customers reached via manual and automatic dialing systems.
- Escalated concerns or advanced problem calls to management staff.
- Answered questions about company offerings with knowledgeable responses about products and services.
- Completed daily cold calling and outreach to build sales pipeline.
- Displayed excellent sales skills and understanding of how to leverage abilities to exceed quotas.
- Handled high-volume telemarketing operations with expert use of client management software and computer dialing.
- Completed daily and weekly sales reporting using assigned tools.
- Delivered scripted sales pitch to potential customers, adjusting pitch to meet needs of specific individuals and businesses.
- Recorded and updated customer information in online systems.
- Asked pertinent questions to understand customer requirements.
- Called prospective customers in designated market area to qualify leads.
- Followed up with customers to solicit further sales.
- Conducted database research to identify potential leads and determine contact information.
- Built relationships with customers using strong persuasion and active listening skills.
- Qualified leads and set up customer appointments for outside sales team.
Process Associate
IGT SOLUTIONS
Shah Alam
08.2022 - 11.2023
- Developed options and implement solutions to resolve complex process issues
- Drafted weekly reports to feature milestones and areas requiring improvement.
- Validated documents, and reviewed data.
- Prioritized, organized, and accomplished assigned process work.
- Make sure the data protection verification is clear with the caller before we proceed to amend and give any information about the booking
- Help customers book paid seats for their flight and collect payment details while masking the call
- Assist customers with a disability in getting special assistance at and on aircraft such as wheelchair assistants and etc.
- Assist passengers in request special meal requests at the airport
- Help passengers add personal details on flight tickets so that passengers will be free to fly into another country
- Advise passengers on the entry requirements of countries traveling to avoid travel issues as per the country embassy.
- Assisting passengers in changing the booking terms of seats, cabin, routing, airports and etc as per the T&C.
- Escalating calls to the relevant department in terms of complaints claims, baggage or personal belonging lost, and inquiries regarding executive club members
- Had to make sure the family members at seated together, such, as infants and children with parents
Customer Service Executive
Scicom MSC
Kuala Lumpur
09.2021 - 07.2022
- To assist customers with the inquiry
- Further, assist and escalate the issue to the relevant team
- Send customers emails regarding their inquiries (follow-up)
- Attend online live chat
- Minimized escalations with skilled handling of emails, chat queries, and calls.
- Composed quality assurance surveys to gather feedback from customers.
- Achieved target speed, volume, and accuracy performance benchmarks each week.
- Key Achievement - Manage to assist customers without any ZTB cases.
- Negotiated contracts and renewals for newly developed and existing accounts.
- Created and processed documentation required for customer service resolutions.
- Maintained customer communication records and account notes on the database.
- Developed consistent approaches for the customer service team, writing and optimizing call scripts.
- Formulated policies and procedures aligned with brand awareness.
- Decreased wait time and provided guest interaction and service to develop customer engagement.
Assistant Teacher
Mikhalai School Of Destiny
Kuala Lumpur
03.2019 - 07.2021
- Regulated classroom atmosphere and model appropriate behavior in pressured situations.
- Monitored children and continually modeled good decision-making.
- Partnered with teaching staff to achieve learning goals and engagement.
- Boosted student learning using diversified instructional techniques.
- Reduced behavioral incidents by modeling behaviors and employing positive reinforcement strategies.
- Taught course material to students using a mixture of lectures, assignments, and discussions.
- Kept detailed student and class records in a system with daily updates.
- Organized materials and class spaces to deliver successful lessons and encourage learning.
- Arranged field trips to expose students to environments and activities related to course topics.
Education
O-Level -
Kuala Lumpur, Mikhalai School Of Destiny
Foundation - Business
AccountingMahsa College
SPM - undefined
SMK Raja Abdullah
Skills
Ability to Multitaskundefined
References
Mikhalai Steve (Headmaster) from Mikhalai School Of Destiny mikhalaisteve@gmail.com
Mr Kevin (Operation Manger) from Scicom (0122079279)
Mr Subin (Asst Manager) from IGT Solutions (01140496961)
Ms Susan Lim (CEO) from Talentcloud (0173523568)
Timeline
Telesales
Talentcloud
02.2023 - 04.2023
Process Associate
IGT SOLUTIONS
08.2022 - 11.2023
Customer Service Executive
Scicom MSC
09.2021 - 07.2022
Assistant Teacher
Mikhalai School Of Destiny
03.2019 - 07.2021
O-Level -
Kuala Lumpur, Mikhalai School Of Destiny
Foundation - Business
AccountingMahsa College
SPM - undefined
SMK Raja Abdullah
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