Thilagavathial Muniandy
Bandar Seremban
Summary
Reputable customer service professional brings strong phone speaking skills paired with in-depth knowledge of CRM systems. Offers vast experience connecting customers with products and services. Punctual and responsible individual polished in navigating multiple computer systems and applications.
Overview
8
8
years of professional experience
Work History
Customer Service Manager
TAION MECHANICAL & ELECTRICAL SOLUTIONS SDN BHD
Seremban
04.2023 - 08.2024
- Developing and implementing customer service policies and procedures to ensure consistent service quality.
- Leading, hiring, and training customer service team members to deliver excellent service standards.
- Setting clear customer support goals and KPIs, and monitoring team performance against these metrics.
- Handling complex customer complaints or inquiries that require a higher level of support or escalation.
- Analyzing customer feedback and service data to identify trends and areas for improvement.
- Collaborating with other departments to integrate customer service with overall business operations.
- Managing the customer service budget and ensuring resources are used efficiently.
Customer Service Executive
OCBC Bank
bangsar
08.2022 - 04.2023
- As the Customer Service Executive (CSE) for Contact Centre, you will be responsible for providing our Singapore customers prompt and personalized service when handling their queries from multiple channels over a full range of consumer financial products and services.
- Handle calls and emails promptly by providing accurate and timely information, alternatives and solutions to customers on products and services.
- Respond to customers' queries and concerns with the aim of achieving first call resolution.
- Follow up promptly with customers to resolve issues.
- Provide customers' feedback to respective business partners to improve customer experience.
- Introduce and educate customers on the self-service/automated banking channels.
- Perform after-call administration work.
- Use customer service and sales skills to optimise customer satisfaction of each customer contact.
- Maximise opportunities to deepen customer relationship via upsell or cross-sell appropriate products and services.
Clerical Office Worker
all asia worldwide
Selangor
06.2021 - 01.2022
Customer Service Specialist
HSBC Electronic Data Processing
11.2019 - 04.2021
- To perform outbound Telemarketing by cross selling to existing customers various Financial Products over the phone.
- To meet minimum standard (Quarterly Commission is payable) to contribute to the overall business performances.
- Cross sell of bank related products based on customer's need.
- To ensure high service standards by making sure all presentation to customers are in accordance to given product guide.
- To ensure that the sales submission has zero defects and with clear acceptance as per the customer's request.
- To maintain HSBC internal control standards and awareness of operational risk and minimize the likelihood of it occurring.
Customer Care Analyst
Dell
Penang
11.2016 - 08.2019
- Enter and document orders, complaints, and customer interactions.
- Analyze customer service data to identify trends and potential opportunities.
- Troubleshoot customer problems, explain safety procedures, and recommend maintenance.
- Responsible for end to end solutions for post-sales service to customers.
- Review and distribute cross functional information.
- Directs customer calls to the proper location and department.
- Provides options for those customers who want to return Dell products.
- Negotiates with customer using various tools and techniques provided by Dell.
- Acts as a liaison between the customer and manufacturing, sales, technical support, and financial services.
- Deescalated customers situation.
Education
diploma - IT programming
Ungku Omar Polytechnic
01.2011
Skills
- Service Operations
- Customer Service Representatives
- Support Management
- KPI management
- Service data analysis
- Customer relationship management
- Problem solving
- Verbal and written communication
Customer Service Executive (Assistant Manager)
Supervise and guide the customer service team to meet performance goals and service quality standards.
Handle complex and escalated customer inquiries, complaints, and issues in a professional and timely manner.
Monitor daily operations and ensure smooth workflow across all communication channels (calls, emails, live chat, etc.).
Develop and implement service procedures, policies, and standards.
Analyze customer feedback and service metrics to identify areas for improvement.
Support recruitment, training, and development of customer service representatives.
Languages
English
Proficient
C2
Tamil
Advanced
C1
Timeline
Customer Service Manager
TAION MECHANICAL & ELECTRICAL SOLUTIONS SDN BHD
04.2023 - 08.2024
Customer Service Executive
OCBC Bank
08.2022 - 04.2023
Clerical Office Worker
all asia worldwide
06.2021 - 01.2022
Customer Service Specialist
HSBC Electronic Data Processing
11.2019 - 04.2021
Customer Care Analyst
Dell
11.2016 - 08.2019
diploma - IT programming
Ungku Omar Polytechnic
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