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 -
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