Overview
Work History
Education
References
Languages
Nonformaleducation
Timeline
Generic

SURYA SAKTI

Customer Satisfaction & Incident Specialist (CSI)
Kuala Lumpur

Overview

20
20
years of professional experience

Work History

Customer Satisfaction & Incident Specialist (CSI)

Agoda International (Malaysia) Sdn Bhd
12.2015 - Current
  • Streamlined CEG escalations with other departments, identifying communication standards
  • Liaised with higher government authorities like the Ministry of Domestic Trade and Consumer Affairs & Tribunal for Consumer Claims for escalated complaint cases
  • Managed and resolved customer and business partner complaints, providing effective solutions
  • Collaborated with the legal department for complaint risk assessment
  • Gathered data on escalated cases, responding to the legal team, and ensured timely case closure
  • Directly engaged with customers to resolve complaints, following approved procedures and escalating to executive level (C level) when necessary
  • Regularly updated management on cases, provided insights into problems and recommended solutions backed by data.

NCR CORPORATION
05.2014 - 12.2015
  • Accept ownership of work orders routed to the call Centre
  • Proactive planning, prioritizing, and assigning all outstanding work order tasks for CEs
  • Ability to interact with multiple internal customers
  • Ensuring the correct and timely closure and completion of all work orders.

SRG ASIA PACIFIC SDN. BHD
05.2008 - 03.2014
  • Data Processing Unit (CDPU)
  • Inbound Call: Prepaid / Postpaid
  • Handle customer’s inquiries and requests promptly, accurately and professionally
  • Complete and update accurate information on customer interaction.

Secretary

CV. VINAYAKA
07.2004 - 08.2005
  • Take Care the Petty Cash and Prepare the Report
  • Prepare the Cheque
  • Prepare the sales Contract
  • Prepare the Invoice
  • Prepare the Packing List
  • Prepare the Shipping Instructions.

Education

BA (Hons) International Business Management - International Business Management

Stamford College Kuala Lumpur
Kuala Lumpur, Malaysia

Diploma ABE Program and Certificate Level in Business Administration -

Rima College
Kuala Lumpur, Malaysia

References

  • Mr. Saifullah Bin mansoor, RTA Team Leader, SRG ASIA PACIFIC, +60176026620
  • Mr. Siva, Team Leader, Maxis Sdn. Bhd, +60173000782
  • Mr. Mugilan, NCR Dell Team Manager, +0102262791
  • Mr. Andy Wang, CSI Team Manager, +60142207215

Languages

English
Indonesian
Tamil
Malay

Nonformaleducation

  • Computer Course, Rima College, Kuala Lumpur, Malaysia
  • Computer Course, Institute BMC, Kuala Lumpur, Malaysia
  • English Course, British Council, Kuala Lumpur, Malaysia, 08/2000, 11/2000

Timeline

Customer Satisfaction & Incident Specialist (CSI)

Agoda International (Malaysia) Sdn Bhd
12.2015 - Current

NCR CORPORATION
05.2014 - 12.2015

SRG ASIA PACIFIC SDN. BHD
05.2008 - 03.2014

Secretary

CV. VINAYAKA
07.2004 - 08.2005

BA (Hons) International Business Management - International Business Management

Stamford College Kuala Lumpur

Diploma ABE Program and Certificate Level in Business Administration -

Rima College

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