Hi, I’m
Thanaletchmy Mahatheven
Customer Service Officer
Summary
Proven track record in enhancing customer satisfaction and loyalty at HSBC Data Processing Malaysia, leveraging expert problem-solving abilities and proficiency in Microsoft Excel. Skilled in active listening and CRM, adept at resolving complaints and boosting revenue through effective relationship management. Achieved significant improvements in customer service delivery by efficiently handling high-stress situations and inquiries.
Overview
3
years of professional experience
3
Certifications
Work History
HSBC DATA PROCESSING MALAYSIA
Customer Service Representative
06.2022 - Current
Job overview
- Handled customer inquiries and suggestions courteously and professionally.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Actively sought out opportunities for cross-selling or upselling within existing accounts, maximizing overall revenue generation from each relationship.
QUESS GLOBAL
IT HELPDESK
06.2021 - 05.2022
Job overview
- Worked for IBM /Kyndryl Malaysia - Singapore International Airlines
- Maintained accurate records of all support requests, enabling data-driven improvements to helpdesk operations.
- Performed thorough diagnostics on reported issues before escalating them to higher-level support teams if needed, minimizing wasted time and resources spent on simple fixes that could have been resolved sooner.
- Assisted users in troubleshooting software and hardware problems, resulting in minimal disruption to daily tasks.
- Provided remote support for offsite employees, ensuring seamless access to company resources regardless of location.
Telecontinent
Customer Service Representative
02.2021 - 05.2021
Job overview
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Responded to customer calls and emails to answer questions about products and services.
- Provided empathetic support for customers experiencing personal difficulties, building rapport and trust in our brand.
Education
OPEN UNIVERSITY MALAYSIAKUALA LUMPUR
Bachelor of Business Administration from Business Management
04.2001
International Open College Kuala Lumpur, Malaysia
Diploma from Diploma in Management
04.2001
University Overview
- Dean's List, 2019
Skills
Customer Service
Certification
POWER BUSINESS INTELLIGENCE CERTIFIED
Timeline
Customer Service Representative
HSBC DATA PROCESSING MALAYSIA
06.2022 - Current
IT HELPDESK
QUESS GLOBAL
06.2021 - 05.2022
Customer Service Representative
Telecontinent
02.2021 - 05.2021
OPEN UNIVERSITY MALAYSIA
Bachelor of Business Administration from Business Management
04.2001
International Open College
Diploma from Diploma in Management
04.2001
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