Excel
Thiyagarajan Krishnasamy
CUSTOMER SERVICE OFFICER
KualaLumpur
Summary
Diligent customer service professional successful at satisfying different types of customers with creative and knowledgeable solutions. Leads teams of customer service-focused professionals to improve customer ratings, reduce complaints and increase business.
Overview
24
24
years of professional experience
3
3
Languages
Work History
Personal Assistant
Zailan & Co
Kuala Lumpur
01.2021 - 04.2023
- Oversaw personal and professional calendars and coordinated appointments for future events.
- Maintained appropriate filing of personal and professional documentation.
- Displayed absolute discretion at handling confidential information.
- Provided multifaceted services to career professionals by running errands, managing mail, scheduling appointments, and arranging transportation.
- Communicated with internal departments, vendors and contractors to discuss schedules, project requirements and upcoming appointments.
- Facilitated transportation to and from appointments.
- Handled incoming mail, bills and invoices and completed appropriate actions.
- Participated in team meetings and staff training sessions.
Technical Support
Jade Technology Solution Sdn Bhd, Resort World Genting
06.2016 - Current
- For table game system
- Provided first-level technical support to end-users on proprietary software and applications including installation
- Performed troubleshooting techniques over the phone or on-site
- Resolve customer complaints and concern with strong verbal communication
- Provide through support and problem resolution for customer
- Maintain composure and patient in face of difficult customer situation
- Build and maintain successful relationship with service provider, dealer and customer
- Log all reported case in ticket tracking system, JIRA
- Prepare daily/weekly and monthly incident report
- Investigate, troubleshoot and resolve technical issue and inquires
- Software and hardware installation and configuration
- Maintain spare part inventory
- Train new employee and explain protocol clearly and efficiently
- Accessed documented procedures tools and manuals to provide support on company supplied hardware and equipment
- Gathered customer and technology information to determine technical support level; elevate calls to appropriate support level as necessary
- Keep customers informed of progress during issue lifecycle and make follow-up calls or communications in a timely manner
- Assist team members and provide support and solutions to customer queries to meet company objectives
- Maintain updated knowledge of company products and services to better provide customer support and service solutions.
Senior System Analyst & Support
Wincor Nixdorf (M) Sdn Bhd
04.2012 - 06.2016
- System support for Automatic Teller Machine (ATM) & Cash Deposit Machine (CDM) for Standard Chartered Bank
- Providing 1st & 2nd level support for users and IT departments in general and technical issues
- Monitor machine Faults via Euronet Worldwide Information system
- Managed call flow and responded to technical support needs of customers
- Resolved customer issues in a clear, courteous and straightforward manner
- Identified and solved technical issues with a variety of diagnostic tools
- Monitoring networks to ensure availability to all ATM / CDM and monitoring machine Faults via Euronet Worldwide Information System
- Followed up with clients to ensure optimal customer satisfaction
- Research, troubleshot and resolved complex problems independently
- Worked closely with team members to meet or exceed all customer service requirements
- Answered telephone calls promptly and minimized delays that could lead to abandoned calls
- Used ticketing systems to manage and process actions taken
- Provided on-call support for critical issues
- Incident management and Support arrangement
- Software & Hardware installation and setup
- Manage incident tickets through Customer Report Management (CRM) Oracle system
- Create, assign, follow-up and close, tickets
- System & Machine configuration setup, checking and update
- Network monitor and ensure all network & service is up working fine
- Check endpoint machine status and monitor transaction from System Management.
Senior Customer Support
Kurnia Insurance (M) Sdn Bhd
12.2011 - 04.2012
- Customer Support ▪
- Manage complaints and reports
- ▪ Service arrangements ▪ Answering incoming Calls from KIMB policy holders who having vehicles breakdowns.
- ▪ List down the complaints.
- ▪ Make sure the mechanics stand by in the office.
- ▪ Ensure that all the mechanics can be contacted at their hand-phone during their working hours.
- ▪ Coordinating with the Mechanics to meet customers need satisfaction. -
- ▪ Administrative work (Paper work, printing, filing, prepare list of breakdown cases)
Service Provider Executive
Kurnia Insurance (M) Sdn Bhd
02.2000 - 12.2011
- Responsible for servicing the KIMB policy holders through assignment given and or by the call center in the event of vehicles having breakdown
- Provided on-call support for critical issues
- Coordinating with the Customer Solution Call Center to meet customers need satisfaction
- The Mechanics must stand by at the branch premise/office to get themselves prepared for any incoming task assigned by the call center from the time to time during their working hours
- The mechanics must not perform any auto assistance service or accept any assignment other than that authorized by the call center
- Ensure that all the mechanics can be contacted at their hand-phone during their working hours
- To always provide prompt and efficient service and handle the insured/customers with courtesy in promoting the company's “Excellence in Service”
- To make sure that the Kurnia Auto Assist vehicle is always maintained clean and in good condition
- Ensure Customer Solution Feedback & Response form (CS-FR-FO1) duly executed by caller for Supervisor verify
- Other documents and duties assigned by the manager from the time to time.
Education
High School Diploma -
04.2001 -
- DIPLOMA in Electrical Engineering
High School Diploma -
04.2001 -
- DIPLOMA in Automotive Engineering
Skills
Satisfaction monitoring
Online chat and email
Troubleshooting
Technical Support
CRM
Good Telephone Etiquette
Customer service expert
Software
Power point
Outlook
Timeline
Personal Assistant - Zailan & Co
01.2021 - 04.2023
Technical Support - Jade Technology Solution Sdn Bhd, Resort World Genting
06.2016 - Current
Senior System Analyst & Support - Wincor Nixdorf (M) Sdn Bhd
04.2012 - 06.2016
Senior Customer Support - Kurnia Insurance (M) Sdn Bhd
12.2011 - 04.2012
Institute Elektro Tek Gemini - High School Diploma,
04.2001 -
WIT College - High School Diploma,
04.2001 -
Service Provider Executive - Kurnia Insurance (M) Sdn Bhd
02.2000 - 12.2011