SUMITHA MENON
CUSTOMER SERVICE
Kulai, Johor
Summary
Dynamic customer service professional with extensive experience at LYRECO, excelling in problem resolution and first call resolution. Proven track record of enhancing customer satisfaction through effective communication and efficient order management. Skilled in managing high call volumes while maintaining professionalism and achieving departmental goals. Strong analytical abilities complemented by a positive attitude.
Overview
11
11
years of professional experience
1
1
Language
Work History
Customer Care Representative
LYRECO
04.2021 - Current
- Assisted call-in customers with questions and orders.
- Managed high call volume with exceptional professionalism and efficiency.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Handle delivery issues and place fruit orders for Malaysia customers.
Customer Service Executive
AMBER PRO SOLUTIONS
08.2018 - 07.2019
- 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 Care Consultant
WEBE TM PROJECT
02.2017 - 07.2018
- Managed high-pressure situations calmly and professionally, maintaining strong rapport with clients during difficult interactions.
- Analyzed feedback from customers to identify trends and make necessary improvements within the department.
- Liaised with other departments to facilitate timely resolutions of customer concerns or requests.
- Participated in regular training sessions to enhance understanding of new products or services offered by the company.
Credit Collection Officer
Standard Chartered Bank
12.2015 - 04.2016
- Developed strong relationships with clients through excellent communication and negotiation skills, leading to successful payment arrangements.
- Contributed to the development of credit policies and procedures, ensuring consistency in the collections process.
- Achieved departmental goals through consistent monitoring of account performance and prioritizing high-risk accounts for immediate action.
- Improved collections efficiency by maintaining accurate records of client communications and payment plans.
Transition Analyst
Citibank
04.2014 - 12.2015
- Enhanced team collaboration by providing clear communication of complex findings through visualizations and reports.
- Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
- Improved internal knowledge sharing by developing comprehensive documentation outlining standard operating procedures for various tasks.
- Increased efficiency by streamlining data analysis processes and implementing automation tools.
- Involved in transitioning ID maintenance tasks to ASPAC COEs(KL&Manila) Assisted in creating CMP products for Users to request for their access to different application we transition. Will proceed with final discussion within teams and launch the program
Education
Diploma - Diploma In Physiotherapy
Asia University Metropolitan
Selangor 04.2001 -
Skills
Customer service
Data entry
First call resolution
Problem resolution
Complaint handling
Call center experience
Custom order management
Inbound customer service
Order processing
Timeline
Customer Care Representative
LYRECO
04.2021 - Current
Customer Service Executive
AMBER PRO SOLUTIONS
08.2018 - 07.2019
Customer Care Consultant
WEBE TM PROJECT
02.2017 - 07.2018
Credit Collection Officer
Standard Chartered Bank
12.2015 - 04.2016
Transition Analyst
Citibank
04.2014 - 12.2015
Diploma - Diploma In Physiotherapy
Asia University Metropolitan
04.2001 -
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