Thiyagarajan Marimuthu
Kuala Lumpur - Malaysia
Summary
Focused customer relations professional skilled in lead generation, customer relationship development and Service support. Accomplished in providing unsurpassed support to demanding customers. Offering over 10 years of experience in related roles such as technical support, as well as passion for improving service delivery, enhancing knowledge and exceeding expectations.
Proficient in handling complex customer issues and promoting positive experiences. Efficiency-driven and organized with team-oriented mentality and dedication to customer satisfaction, business goals and sales excellence. Skilled in resolving the complex issues and thrive in excellence.
Overview
10
10
years of professional experience
Work History
Email Support Executive
Concentrix
Kuala Lumpur
07.2021 - Current
- Remedied issues quickly and within parameters of company-mandated policies and procedures.
- Investigated and resolved accounting, service and delivery concerns.
- Maintained up-to-date knowledge of product and service changes.
- Documented all customer information accurately in our system, providing dated notes for future reference.
- Developed exemplary writing skills through continued correspondence with upwards of 100 customers per day.
- Managed and responded to team-leading volume of support tickets and chats submitted via email and through support portal.
- Researched customer inquiries using modern technology and proactively improved internal processes.
- Created and maintained knowledge base of articles to enable informed service across support team.
- Identified and implemented correct solutions to client issues first-time around within established time limits.
- Kept accurate records of customer support interactions using defined methods and tools.
Live Chat Agent
Concentrix
Kuala Lumpur
06.2020 - 07.2021
- Engaged and interacted with customers to create Advertisements on world's leading social media company - Meta - Facebook and experiences and drive revenue growth.
- Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
- Developed exemplary writing skills through continued correspondence with upwards of 50 customers per day.
- Responded to customer inquiries and provided accurate information about products and services via live chat.
- Monitored customer conversations and provided timely, knowledgeable assistance.
- Asked open-ended questions to determine which products or services would be best fit for customer's needs.
- Researched customer inquiries to provide accurate and up-to-date information.
- Provided online demonstrations to educate customers on product features and online help resources.
- Remedied issues quickly and within parameters of company-mandated policies and procedures.
- Assisted team leader with coaching and mentoring of new employees.
- Assisted department with email-based and phone support when call center was busy or short-staffed.
- Worked closely with each customer to carefully resolve issues within timely fashion.
- Handled inbound customer chat conversations from various websites.
- Trained new team members on live chat procedures and customer service protocols.
- Implemented and developed customer service training processes.
- Trained new personnel regarding company operations, policies and services.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Cross-trained and provided backup support for organizational leadership.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
Technical Lead
IC Global Ltd
Kuala Lumpur
08.2015 - 01.2019
- Educated staff on strategies for handling difficult customers and challenging situations.
- Oversaw employee performance, corrected problems and increased efficiency to maintain productivity targets.
- Supervised architecture, design and implementation of company-wide platforms and applications.
- Designed support structure needed to confirm scalable application rollouts.
- Automated monitoring and security measures to reduce required employee attention.
- Identified value opportunities to exploit product for maximum business effectiveness.
- Provided educational expertise and mentoring to junior team members.
- Researched and adopted new technologies to add value to existing offerings.
- Assessed project milestones and team performance to keep staff on-task.
- Advised management, business and technical staff on solutions using specific domains or technology.
- Offered input on technical and platform-related strategic planning initiatives.
- Improved systems with addition of new features and infrastructure.
- Installed system updates to address vulnerabilities and reduce security issues.
- Defined parameters for API and data acquisitions.
- Led several DevOps teams engaged in software development for enterprise applications.
Technical Support Engineer
GV Global Ltd
Chennai
03.2011 - 05.2015
- Received and routed business correspondence to correct departments and staff members.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Served as primary point of contact for support relating to owned solutions and products.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
- Provided guidance on installing and integrating new hardware components and software to remote clients.
- Researched new tactics to better hone responses and shorten remediation times.
- Delivered Tier-3 support and SME input to internal and external customers.
- Maintained response times to support business continuity.
- Suggested software and hardware modifications to reduce lag time and improve overall speed.
- Advised senior personnel on potential process improvements to increase support quality and expedite ticket fulfillment.
- Created and maintained detailed administrative processes and procedures to drive efficiency and accuracy.
Education
Electrical, Electronics And Communications Engineering
Bharathiyar Collage of Engineering And Technology
Varichikudy Karaikal09.2008
Skills
- Process Management
- Customer services
- Documentation and reporting
- Telephone etiquette
- Complaint resolution
- Recordkeeping strengths
- Customer Interaction
- Team Oversight
- Managerial Experience
- Support Services
- Special Projects
- Training Junior Team Members
- Data Integrity
- Professional Relationships
- Quality Control Standards
- Online Chat
- Information Updates
- Quality Assurance Evaluation
- Team Goals
- Client Needs Assessment
- Best Practices Management
- Issue Escalation
- Queue Management
- Livechat Messaging
- First-Tier Technical Support
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Provided effective solutions to customer complaints via online chat, helping to decrease the amount of customer service calls by 75%.
- Supervised team of 18 staff members.
- Subject matter expert ( SME) when the team is in need.
- Scored top 10 employee award in successful resolution of issues.
Timeline
Email Support Executive
Concentrix
07.2021 - Current
Live Chat Agent
Concentrix
06.2020 - 07.2021
Technical Lead
IC Global Ltd
08.2015 - 01.2019
Technical Support Engineer
GV Global Ltd
03.2011 - 05.2015
Electrical, Electronics And Communications Engineering
Bharathiyar Collage of Engineering And Technology
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