SUBRAMANIAM GOVINDASAMY
OFFICER - CUSTOMER CARE
Klang,Selangor
Summary
Professional with comprehensive experience ready for this role. Equipped with strong skills in leadership, problem-solving, and strategic planning. Known for team collaboration and adaptability, consistently delivering results. Strong communicator with focus on integrity and accountability.
Overview
27
27
years of professional experience
4
4
Languages
Work History
OFFICER - CUSTOMER CARE
SIME DARBY RENT-A-CAR SDN BHD
07.2015 - Current
- Implemented process improvements that streamlined workflows, reducing redundancies and increasing operational efficiency.
- Coordinated cross-functional teams to address complex issues, leading to more efficient problem-solving processes.
- Enhanced communication between branch team members by organizing regular meetings and fostering open discussion on the current issues.
- Utilized data-driven decision-making techniques to inform strategic planning processes and measure progress towards goals.
- Facilitated collaboration between departments, improving efficiency and effectiveness in handling cross-jurisdictional cases.
- Streamlined report writing processes, allowing for quicker turnover and more accurate record-keeping.
- Conducted thorough investigations into complex cases, leading to successful resolution of numerous incidents.
- Improved team morale and performance with consistent feedback and recognition of achievements.
- Established protocols for handling sensitive information, ensuring confidentiality and compliance with legal standards.
- Generated reports detailing findings and recommendations.
- Conducted regular reviews of operations and identified areas for improvement.
- Collected, arranged, and input information into database system.
- Maintained database systems to track and analyze operational data.
- Developed effective improvement plans in alignment with goals and specifications.
CUSTOMER SERVICE EXECUTIVE
SKYNET WORLDWIDE (M) SDN BHD
10.2011 - 06.2015
- Has the main duty to answer to customer's enquiries using the standard guidelines properly
- Communication with customers via telephone, email, social media i.e facebook, twitter
- To take ownership of complaint and queries of the customers and proactively following through to resolution
- Responsibility to make sure that all customers' queries are well investigated and resolved
- To provide backup to the team manager when required
- Responsibility to maintain working cognition of each customer service process
- To maintain the coordination and professional strong working relationship with external and internal customers, colleagues, and customer service management
CUSTOMER SERVICE EXECUTIVE
MAXIS COMMUNICATION BHD
05.2006 - 09.2011
- Be empathic for the customer's situation
- Has the main duty to answer to customer's enquiries using the standard guidelines properly
- Have intimate knowledge of the customer's needs
- Communicate clearly, both written and in speech (primarily english)
- Talk in a way the customer can understand
- Work accurately and with an eye for detail
- Handle in the best interest of both customer and company
- Use automated information systems to analyze and record the customer's information, situation and needs
- Interact with customers to provide information in response to inquiries about products and services
- Assess complaints and issues to dispatch to technical teams for further analysis or immediate resolution
- Receive and process orders for services to be installed, activated, deactivated or modified
- Look into and try to resolve complaints about billing and service provided
- Explain how to use equipment and solve known equipment issues or problems
- Maintain established departmental policies, procedures and objectives, improving organization performance program and safety standards
- Attend meetings as required and participate on committees as directed
- Represent the customer care team and the company as a whole, in a professional manner at all times
- Perform other duties as assigned
- Delight customers, above and beyond the call of duty
CUSTOMER SERVICE OFFICER
CITY-LINK LOGISTIC HOLDINGS BHD
06.2003 - 04.2006
- Liaise with shipper/sender such as JCMS/Citibank/Bonuslink
- To follow up with dispatch or delivery agent regarding urgent delivery status for customer
- Has the main duty to answer to customer's enquiries using the standard guidelines properly
- Handling incoming and outgoing calls from shipper
- Handling incoming calls from customer and arrange for next delivery
- Arrange delivery for urgent shipments for customers as requested by sender/shipper
- To follow up with problematic shipments with shipper and branch related
- To prepare weekly delivery and pending shipments summary
- To follow up complains from shipper/sender regarding lost or damage shipments
- To convey positively to the team members and support the decisions made by customer service management
MANUFACTURING ASSISTAN/SENIOR TECHNICAL ASSISTANT
FAIRCHILD SEMICONDUCTOR (M) SDN BHD
06.1998 - 04.2003
- Engineering in setting up end of line advance IN-LINE AUTOMATE EQUIPMENTS
- To operate and monitor performance of equipment’s
- Perform 1st level preventive maintenance
Education
CERTIFICATE - TRAINING and ACHIEMENT
FICO AMS-XXM MOLDING SYSTEM
CERTIFICATE - AUTOMATION TECHNICAL, PROGRAMMABLE LOGIC CONTROLLER
CERTIFICATE - MICROSOFT OFFICE 2000
ACE IT ACADEMIC SDN BHD
CERTIFICATE - ADULTS ENGLISH
RCJ CONSULTING SDN BHD
CERTIFICATE - EFFECTIVE BUSINESS COMMUNICATION SKILLS
CERTIFICATE - ROAD TRANSPORT FLEET MANAGEMENT
CERTIFICATE - EFFECTIVE MAINTENANCE MANAGEMENT FOR ENGINEERS
DIPLOMA - MECHANICAL ENGINEERNG
FEDERAL INSTITUTE of TECHNOLOGY
Skills
Work coordination
Team collaboration
Report writing
Emergency response coordination
Strategic planning
Cultural awareness
Investigation leadership
Report preparation
Information verification
Community relations
Investigation management
Asset protection
Evidence analysis
Personal Qualities
- Proactive
- Dynamic
- Open-minded
- Hard working
- Willing to learn
- Responsive
- Comfortable with new challenges
- Able to perform tasks with minimum supervision
Timeline
OFFICER - CUSTOMER CARE
SIME DARBY RENT-A-CAR SDN BHD
07.2015 - Current
CUSTOMER SERVICE EXECUTIVE
SKYNET WORLDWIDE (M) SDN BHD
10.2011 - 06.2015
CUSTOMER SERVICE EXECUTIVE
MAXIS COMMUNICATION BHD
05.2006 - 09.2011
CUSTOMER SERVICE OFFICER
CITY-LINK LOGISTIC HOLDINGS BHD
06.2003 - 04.2006
MANUFACTURING ASSISTAN/SENIOR TECHNICAL ASSISTANT
FAIRCHILD SEMICONDUCTOR (M) SDN BHD
06.1998 - 04.2003
CERTIFICATE - AUTOMATION TECHNICAL, PROGRAMMABLE LOGIC CONTROLLER
CERTIFICATE - MICROSOFT OFFICE 2000
ACE IT ACADEMIC SDN BHD
CERTIFICATE - ADULTS ENGLISH
RCJ CONSULTING SDN BHD
CERTIFICATE - EFFECTIVE BUSINESS COMMUNICATION SKILLS
CERTIFICATE - ROAD TRANSPORT FLEET MANAGEMENT
CERTIFICATE - EFFECTIVE MAINTENANCE MANAGEMENT FOR ENGINEERS
CERTIFICATE - TRAINING and ACHIEMENT
FICO AMS-XXM MOLDING SYSTEM
DIPLOMA - MECHANICAL ENGINEERNG
FEDERAL INSTITUTE of TECHNOLOGY
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