THOOLASHA RAJAH TURY
Job Seeker - Degree Holder
Petaling Jaya
Summary
Highly organized and enthusiastic customer service specialist with 5 years of experience delivering top-tier customer support. Seeking a full-time position to enhance team productivity, customer satisfaction, and overall business success by gaining knowledge and experience.
Overview
6
6
years of professional experience
4
4
years of post-secondary education
3
3
Languages
Work History
Customer Care Specialist - Project KLOOK
TDCX MY Sdn. Bhd
Kuala Lumpur, Malaysia
11.2023 - Current
- Maintained a positive, empathetic, and professional attitude in all customer interactions.
- Handled and responded to customer inquiries and complaints via phone, online chat, and email.
- Ensured resolution of all customer issues and complaints in accordance with company processes and procedures.
- Identified and escalated complex and challenging issues to senior team members.
- Accurately entered, updated, and maintained records of customer interactions, transactions, comments, and complaints in the company’s system.
- Resolved customer requests and issues by making necessary booking adjustments in line with company policies and terms and conditions.
- Liaised with external vendors and service operators to facilitate booking changes.
- Kept up-to-date with company procedures and processes.
- Shared customer feedback with relevant departments to drive continuous improvement.
Team Leader
Astro GS Shop Sdn. Bhd
Kuala Lumpur, Wilayah Persekutuan Kuala Lumpur
01.2023 - 11.2023
- Provides guidance and instructions to team about organizational goals
- Delegates task daily such (SR, emails, Ad-Hoc and Social Media tasks) to team members based on their strengths and skills
- Provides training to team members or new joiners about process and business goals
- Motivates underperforming team to perform well in order to achieve team's goals
- Scheduling shifts for team members, including Service Request and Digital Team
- Reports to the Head of Department monthly - presenting the team's performance & SR complaints reasons
- Prepare VOC report monthly and highlight to merchandiser complaint reasons - for specific products
- Do coaching for customer service executives from call center - to polish them on Service Request policies
- Manage exceptional cases and give approval to team to proceed with enable and exchanging for selective cases.
Social Media Analyst - Digital Team
Astro GS Shop Sdn. Bhd.
Kuala Lumpur, Wilayah Persekutuan Kuala Lumpur
06.2022 - 01.2023
- Second level team - handling complaints and queries received via social media chat platforms such as Shopee, Lazada, TikTok, Facebook, Instagram, and Go Shop website
- Provides information to customers and creates report to for cases which needs escalations
- Ensure interactions are replied on timely manner to avoid exceeding SLAs
- Place orders for all received via social media platforms and perform ad-hoc tasks given by team leaders
- Ensure reviews on social media platforms are monitored and attend to negative reviews to improve customer's experience.
- Analyzed social media performance, identifying trends and areas of improvement to drive future success.
Service Request Analyst - Non Digital Team
Astro GS Shop Sdn. Bhd.
Kuala Lumpur, Wilayah Persekutuan Kuala Lumpur
01.2022 - 06.2022
- Second level team - manage customer complaints and queries related to their products, deliveries and apps via calls and email
- Perform outbound calls to update customers on their case updates and assist to give solution until case is resolved
- Provide training to team members on product knowledge if there is any newly launched products
- Communicates with stakeholders, such as logistics, merchandiser, and vendors to get best solution to customer's complaints/queries
- Escalates cases to respective departments via I-Value or email to special complaints.
Customer Service Executive Cum Telemarketer
Astro GS Shop Sdn. Bhd.
Kuala Lumpur, Wilayah Persekutuan Kuala Lumpur
04.2020 - 01.2022
- First level team - Handling inbound and outbound calls at call center - to assist with customer inquiries and complaints
- Assist customers and provide them accurate solution to hit FCR
- Promotes Go Shop products to customers and bring in more sales to reach daily and monthly target
- Open case tickets for customers who have issues with their payment, product and delivery related and escalate to Service Report team for further investigation.
Senior Helpdesk Technical Support
Dataprep Holdings Sdn. Bhd.
Petaling Jaya, Selangor
11.2019 - 03.2020
- Handling inbound calls and emails from the RHB staffs all over Malaysia & attend it within SLA
- Log in all incoming calls into the Service Alliance system on the same day of the receipt of the inquires
- Provide first level support for user queries over phone and emails
- Provide remote support for user issue which can be solved remotely
- Eg, Outlook configuration or installation of Google Chrome & changes in proxy settings
- Manage a team of juniors, consist of 3 and provide technical guidance for them especially when they are having any issues with the trouble shooting steps
- Report to Team Lead when there is any outage occurs at any branches with a proper documentation via email
- Mentor the juniors - new joiners who doesn't have any technical backgrounds and provide them assistance for them to run their daily task
Customer Service Executive – Technical Support
Aegis BPO Sdn.Bhd
Ara Damansara
05.2019 - 10.2019
- Handling inbound calls from the customers of Starhub, which based in Singapore
- Maintaining a positive emphatic and professional attitude towards customers all time
- Provide troubleshoot steps for customer to help them diagnose their technical issues related to broadband, digital voice home, mobile data and IPTV
- Keeping records of customer interactions, transactions, comments and complaints inside the system called Siebel.
- As the customer service representative: Trained to be a sharp listener, professional, persuasive, multitasking and most importantly must be patient in handling dispute customers.
- Handle escalation calls from unresolved cases and follow up with Singapore customers on their ticket update
Education
Bachelor of Computer Science - Software Engineering
City University
10.2014 - 03.2019
Skills
K-Connect
Zendesk
Klook Admin Backend
Microsoft Office - Excel (Vlookup), Teams, Words, Power Points & Access
Tableau system (business reporting purpose)
Postman API
Genesys Cloud
WordPress & LibreOffice
Programming Skills: C#, MySQL, C, HTML, Java, PHP, AT Command
Operating Systems: Microsoft Windows & Linux
Troubleshooting
Social Media – Shopee, Lazada, TikTok, Facebook, Instagram
Softskills
- Leadership, 10
- Communication, 10
- Professionalism, 10
- Customer Service, 10
- Critical thinking, 9
- Teamwork, 9
- Problem-solving, 9
- Time management, 9
Timeline
Customer Care Specialist - Project KLOOK
TDCX MY Sdn. Bhd
11.2023 - Current
Team Leader
Astro GS Shop Sdn. Bhd
01.2023 - 11.2023
Social Media Analyst - Digital Team
Astro GS Shop Sdn. Bhd.
06.2022 - 01.2023
Service Request Analyst - Non Digital Team
Astro GS Shop Sdn. Bhd.
01.2022 - 06.2022
Customer Service Executive Cum Telemarketer
Astro GS Shop Sdn. Bhd.
04.2020 - 01.2022
Senior Helpdesk Technical Support
Dataprep Holdings Sdn. Bhd.
11.2019 - 03.2020
Customer Service Executive – Technical Support
Aegis BPO Sdn.Bhd
05.2019 - 10.2019
Bachelor of Computer Science - Software Engineering
City University
10.2014 - 03.2019