Thenmoli Appulasamy
CLIENT ADVISOR TRAINER
Petaling Jaya, Selangor,10
Summary
Results-driven professional with extensive experience in service delivery, customer success, and process optimization. Demonstrated success in overseeing end-to-end service operations, ensuring flawless execution, adherence to SLAs, and providing expert training. Excels in dynamic, fast-paced environments, leading technological advancements to exceed business goals.
Overview
8
8
years of professional experience
2016
2016
years of post-secondary education
3
3
Languages
Work History
Client Advisor (TRAINER)
Concentrix
03.2024 - Current
- Define and implement quality parameters and performance targets to ensure process excellence
- Assess skill gaps within quality teams and deliver targeted training to enhance efficiency and effectiveness
- Coordinate with Operations: Work closely with the operations team to ensure all quality and performance benchmarks are met
- Develop strong interpersonal relationships to create a cohesive and motivated team aligned with company vision and values
- Identify underperformance issues and implement corrective actions to enhance productivity and service quality
- Motivate team members, foster skill enhancement, and ensure opportunities for career advancement
- Serve as the primary communication link between the team and senior leadership, ensuring clear and effective reporting on key deliverables
- Develop and maintain structured quality reports, collaborating with operations to establish data-driven measurement and reward systems
- Monitor and Report on SLAs by generating and analyzing Service Level Agreement (SLA) reports and ensuring compliance with contractual commitments
Advisor, Customer Service
Concentrix
02.2021 - 04.2021
- Responded to customer inquiries via email, chat, and phone while maintaining high service quality
- Managed customer escalations, ensuring timely resolutions and proper case tracking
- Followed documented call flows, complaint management procedures, and service processes
- Ensured all Service Level Agreements (SLAs) were met consistently
- Provided technical troubleshooting support for customer issues related to services or products
- Assisted with billing inquiries, contract renewals, account reinstatements, and promotions
- Collaborated with internal teams to escalate complex issues and follow up on pending cases
- Maintained a strong customer service focus to enhance satisfaction and brand loyalty
Customer Care Consultant (Contract)
Maxis Broadband Sdn Bhd
12.2020 - 02.2021
- Assisted customers with postpaid, prepaid, and fiber service inquiries via phone and email
- Conducted outbound calls to customers for service feedback and product promotions
- Investigated and resolved billing disputes, contract renewals, and account issues
- Processed customer requests for plan upgrades, cancellations, and service modifications
- Provided technical support and troubleshooting for mobile and broadband services
Financial Advisor
Tokio Marine Life Insurance
01.2020 - 12.2020
- Conducted financial consultations and assessments to understand client needs
- Recommended insurance plans tailored to customer requirements and financial goals
- Managed policy renewals, claims processing, and documentation
- Engaged with clients to build long-term relationships and enhance customer retention
- Proactively identified sales opportunities and cross-selling options
Customer Service Executive - Chat Support (Contract)
Aegis Symphony House
06.2020 - 09.2020
- Provided real-time customer support via live chat and email, addressing inquiries and issues efficiently
- Maintained high chat response rates, ensuring customers received timely and effective assistance
- Utilized professional and well-structured templates to ensure clarity and consistency in communication
- Resolved technical issues, account inquiries, and service-related concerns through proactive support
- Ensured compliance with company policies, service protocols, and response time expectations
Customer Service (Contract)
Graphite Corporate Service Sdn Bhd
01.2019 - 01.2020
- Provided professional customer assistance via phone and face-to-face consultations
- Assisted clients with loan service inquiries, quotation generation, and follow-up calls
- Identified and resolved customer complaints efficiently, ensuring satisfaction
- Maintained accurate customer records and documentation to support business operations
Customer Experience Specialist (Contract)
Grab Food Singapore
11.2018 - 01.2019
- Provided multichannel customer support via phone, chat, and email for customers, merchants, and drivers
- Assisted customers with order tracking, payment issues, refunds, and delivery disputes
- Engaged with drivers to address concerns, optimize their earnings, and maintain high ratings
- Coordinated with merchants to resolve order cancellations, pricing discrepancies, and service issues
- Handled compensations and refunds for drivers and customers affected by service disruptions
Customer Service Officer (Contract)
BOSE Service Centre
03.2017 - 10.2017
- Assisted customers with product-related inquiries, repairs, and warranty claims
- Processed and tracked repair orders, service requests, and product exchanges
- Handled customer complaints professionally and escalated unresolved issues as required
- Ensured a high level of customer satisfaction through effective problem resolution
Education
Sijil Pelajaran Malaysia (SPM) -
SMK SUBANG JAYA SS14
Skills
Quality Assurance
Awards
- Satisfactory achieve RR and helpfulness performance monthly, Implemented a new process to improve metrics. Reorganized the usage of the knowledge base to make it work better.
- 2020, Best Customer Service Of The Year, Aegis Symphony House
- 2018, Best Team Achiever, Graphite Corporate
Personal Information
- Gender: Female
- Nationality: Malaysian
- Marital Status: Single
Timeline
Client Advisor (TRAINER)
Concentrix
03.2024 - Current
Advisor, Customer Service
Concentrix
02.2021 - 04.2021
Customer Care Consultant (Contract)
Maxis Broadband Sdn Bhd
12.2020 - 02.2021
Customer Service Executive - Chat Support (Contract)
Aegis Symphony House
06.2020 - 09.2020
Financial Advisor
Tokio Marine Life Insurance
01.2020 - 12.2020
Customer Service (Contract)
Graphite Corporate Service Sdn Bhd
01.2019 - 01.2020
Customer Experience Specialist (Contract)
Grab Food Singapore
11.2018 - 01.2019
Customer Service Officer (Contract)
BOSE Service Centre
03.2017 - 10.2017
Sijil Pelajaran Malaysia (SPM) -
SMK SUBANG JAYA SS14
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