Uthya Sharmila D/O Jayashankar

• Handled incoming calls from scam victims, providing empathy, reassurance, and efficient issue resolution.
• Collected and documented critical case details (transaction history, scam methods, and scammer profiles) with accuracy and confidentiality.
• Prepared and submitted detailed reports to law enforcement agencies and financial institutions for investigation.
• Educated victims on scam tactics, prevention strategies, and financial safety awareness.

• Delivered multi-channel support (live chat, social media, email, inbound & outbound calls) for haircare products, vacuum cleaners, and air purifiers.
• Provided backup support to the Voice Team during high call volumes, helping to maintain service level (SL) targets.
• Assisted in handling e-commerce market account including Shopee and Lazada.
• Handled escalations, manager callbacks, repairs, refunds, and exchange updates, ensuring timely resolution and customer satisfaction.
• Achieved key service metrics (SLA, AHT, NPS) while mentoring team members and acting as a go-to product/process expert.
• Selected for the Apprenticeship Trainer Program; conducted product trainings, facilitated quizzes, and prepared performance reports.
• Acted as a mentor and knowledge resource, guiding team members on product expertise, process adherence, and effective issue resolution.
• Served as a product expert by creating a knowledge base and mentoring agents on product/process knowledge and issue resolution.
• Actively contributed to the Employee Engagement Team by organizing fun activities for the employees.

• Handled inbound calls for home appliances, digital TV, and mobile products; resolved technical issues using visual tool support (appliances) and remote management (TVs & mobile phones).
• Scheduled and coordinated onsite technician visits, and escalated unresolved cases to clients for repair, exchange, or refund requests.
• Performed outbound Level 2 callbacks to diagnose recurring technical issues and ensure accurate case resolution.
• Supported B2B clients by troubleshooting and providing technical assistance on SD cards, monitors, and projectors, ensuring minimal downtime and smooth operations.
• Mentored new hires through hands-on product training and guided them on managing potential call scenarios to build confidence and product expertise.

Call Centre-Customer Service Representative
(2013 – 2014)

• Handled inbound calls for mobile and internet packages, assisting with payments, contract updates, and service requests.
• Troubleshot network issues, processed service requests, and performed unbarring of postpaid lines and SIM unlocks for prepaid users.
• Promoted sales offers to customers and successfully met monthly sales and service targets.
• Consistently achieved daily call queue targets and SLAs, ensuring high customer satisfaction.

Service Centre- Customer Service Representative
( 2014 - 2016)

• Assisted walk-in customers with inquiries related to products, technical issues, and service requests.
• Managed SIM card replacements, port-in cases, and plan upgrades/downgrades while ensuring smooth transactions.
• Supported mobile phone sales and delivered personalized solutions to meet customer needs.
• Provided frontline technical support, resolving device and connectivity issues to enhance customer experience.