Sumathi Gunasigaram
Klang
Summary
I'm seeking for challenging career with a progressive organization that provided an opportunity to capitalize my skills and position that will allow me to use my knowledge, my strong interpersonal skills as well my eagerness to contribute to a quality company.
Overview
14
14
years of professional experience
3
3
Languages
Work History
Customer Service Executive
Agoda
08.2023 - Current
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Managed high volume of inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues.
- Described product and service details to customers to provide information on benefits and advantages.
- Reduced average call time through efficient problem-solving skills without sacrificing quality of service provided.
Customer Experience Associate
GrabCar/Food (SG Market)
5 2019 - 07.2023
- Responsible in responding all incoming emails and Live Chats from VIP or Platinum customers via Help Centre from Singapore GrabCar/GrabFood Customers and Drivers pertaining their order status, inquiries on their account, fare dispute, complaints via performing Outbound calls to resolved the issue
- Perform 7 star service by perform refund and service recovery where its apply based on case to case basis
- Create cases to 2nd level management for those inquiries or problems which cannot be resolved in first point of contact and do follow up cases.
Customer Care Executive / Reservation Specialist / Training & QA Executive
Shangri-La's Customer Contact Centre
01.2014 - 03.2018
- Responsible in answering all incoming calls and emails from FIT guest, Travel Agent & Online Travel Agent like Booking.com, Agoda & Expedia, C-trip
- Sending rate quotation, making new reservation, amendment and cancellations
- Also responsible for training and quality assurance, ensuring all agents' calls have been monitored according to QA standard of organization
- Analyze data to identify areas for improvement in the quality system and provide training interventions to meet quality standards
- Attend to calls and emails from guests and members of Golden Circle loyalty program.
Customer Care Executive
MAXIS - Centralized Data Processing Unit (CDPU)
05.2010 - 11.2012
- Responsible in answering all incoming calls from Maxis outlets, retailers, and dealers all over Malaysia
- Assist new potential customers who wish to become a Maxis dealer and assist with Sales Department via email
- Troubleshoot dealer problems with new registration for new and old plans & Maxis devices
- Assist SME dealers with contract, rate plan, and tenureship of contract
- Also responsible for customer care in the travel and tours industry, including calling hotels for bookings, serving customer needs, creating travel packages, and administrative work.
Inbound Executive
Nazar Travel & Tours
05.2010 - 11.2012
- Responsible for calling hotels in Malaysia and Singapore for new bookings, amendments, and cancellations
- Serving customer needs, creating travel and tour packages, and doing administrative work
- Assisting international agents and arranging transportation for customers visiting Malaysia or Singapore.
Education
BA (Hons) / Degree in Tourism, Leisure, Event & Hospitality -
Liverpool John Moores University
Advanced Diploma in Hospitality/Tourism/Hotel Management - undefined
Tunku Abdul Rahman College
Diploma in Hospitality/Tourism/Hotel Management - undefined
Tunku Abdul Rahman College
Sijil Pelajaran Malaysia (SPM) - undefined
Sekolah Menengah Kenagsaan Slim
Skills
MICROSOFT WORD
MICROSOFT EXCEL
MICROSOFT POWERPOINT
INTERNET SURFING
EXCELLENT CUSTOMER SERVICE SKILLS
GOOD PROBLEM SOLVING SKILLS
EXCELLENT COMMUNICATION SKILLS
INDEPENDENT AND HARDWORKING
Additional Information
Yes, RM4,000(Nego), Immediately
References
- Mr. Alan Julian, Assistant Manager, +6016-6472057, GRAB (GrabFood Singapore)
- Ms. Veronica Malar Lourdes, QA, +6016-6553517, GRAB (GrabFood Singapore)
Timeline
Customer Service Executive
Agoda
08.2023 - Current
Customer Care Executive / Reservation Specialist / Training & QA Executive
Shangri-La's Customer Contact Centre
01.2014 - 03.2018
Customer Care Executive
MAXIS - Centralized Data Processing Unit (CDPU)
05.2010 - 11.2012
Inbound Executive
Nazar Travel & Tours
05.2010 - 11.2012
Customer Experience Associate
GrabCar/Food (SG Market)
5 2019 - 07.2023
BA (Hons) / Degree in Tourism, Leisure, Event & Hospitality -
Liverpool John Moores University
Advanced Diploma in Hospitality/Tourism/Hotel Management - undefined
Tunku Abdul Rahman College
Diploma in Hospitality/Tourism/Hotel Management - undefined
Tunku Abdul Rahman College
Sijil Pelajaran Malaysia (SPM) - undefined
Sekolah Menengah Kenagsaan Slim
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