Thinashni Kumar
Kuala Lumpur,14
Summary
Highly motivated customer service and telemarketing professional with expertise in B2B lead qualification, technical support, and sales. Proven ability to manage high-volume operations, troubleshoot complex issues and deliver excellent customer service. Recognized for meticulous attention to detail, exceptional communication skills, and consistent achievement of performance targets.
Overview
2025
2025
years of professional experience
Work History
Senior Telemarketing Sales – MEA Region
Kaspersky Concentrix Malaysia
04.2022 - Current
- Conduct outbound calls to B2B clients across the MEA region to confirm and qualify Sales Qualified Leads (SQL)
- Verify lead details, including licenses, servers, and nodes, using a 5-step verification process
- Handle 70-100 leads per day, ensuring accurate data entry and progressing leads in the sales pipeline
- Generate daily reports summarizing lead activity, status, and performance metrics
- Generate reports from Bitrix CRM and attach them to daily emails to provide an overview of sales performance and lead conversion
Technical Software Support Agent
Kaspersky Concentrix Malaysia
- Provide technical assistance by troubleshooting blue screen errors and guiding customers through system restorations
- Resolve customer inquiries with a 3-step verification process to ensure accuracy and prompt solutions
- Assist with refunds, billing changes, upselling software, and troubleshooting devices remotely
- Collect system information (GSI) to assess compatibility and provide tailored solutions
Customer Service Representative
Shopee SG (Webhelp)
01.2022 - 04.2022
- Managed inbound and outbound calls and email inquiries, providing professional assistance to customers
- Addressed customer concerns promptly and efficiently, ensuring a high level of satisfaction
Pastry Chef
Fantastic Food Factory
08.2021 - 11.2021
- Managed daily baking and production processes, ensuring consistency and high product quality
- Developed and maintained cake recipes to meet customer expectations
Sales Assistant
Handphone World IT Mall
10.2019 - 04.2020
- Promoted telecommunications products to customers, assisting in their product selection
Remittance Sales
Singtel Singapore
09.2018 - 09.2019
- Assisted customers in selecting appropriate products and services, providing tailored recommendations
- Processed transactions accurately, ensuring compliance with company and regulatory standards
Senior Sales
Digi Telecommunications
12.2017 - 08.2018
- Addressed customer inquiries and provided solutions to meet their needs
- Delivered face-to-face customer service to walk-in clients, offering personalized assistance
Education
Advanced Diploma - Baking and Pastry Arts
Fantastic Pastry Academy
04.2021
Skills
- B2B Lead Qualification (SQL)
- Telemarketing & Sales Operations
- Technical Support & Troubleshooting
- Upselling
- CRM software
- Complaint handling
- Software troubleshooting
- Remote support
- Support services
- Troubleshooting and Diagnostics
- Time management
- Customer service excellence
- Effective communication
- Call center experience
Languages
Tamil
Native language
Tamil
Proficient
C2
English
Proficient
C2
Malay
Proficient
C2
Indonesian
Beginner
A1
Timeline
Senior Telemarketing Sales – MEA Region
Kaspersky Concentrix Malaysia
04.2022 - Current
Customer Service Representative
Shopee SG (Webhelp)
01.2022 - 04.2022
Pastry Chef
Fantastic Food Factory
08.2021 - 11.2021
Sales Assistant
Handphone World IT Mall
10.2019 - 04.2020
Remittance Sales
Singtel Singapore
09.2018 - 09.2019
Senior Sales
Digi Telecommunications
12.2017 - 08.2018
Technical Software Support Agent
Kaspersky Concentrix Malaysia
Advanced Diploma - Baking and Pastry Arts
Fantastic Pastry Academy
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