Veenitha Mohan
Customer Service Executive
Kajang, Selangor,10
Summary
Dynamic Cruise Vacation Agent with TDCX Malaysia, adept at enhancing guest satisfaction through effective communication and problem-solving. Proven ability to manage multiple bookings and resolve payment issues, ensuring compliance with data privacy standards. Skilled in client relations and call management, delivering high-quality service that fosters loyalty and trust.
Developed strong client management and problem-solving skills in fast-paced environment. Skilled in effective communication and strategic planning, looking to transition into new field. Seeking to leverage transferrable skills to drive success and growth in new role.
Experienced with client relations, negotiation, and conflict resolution. Utilizes strategic thinking to navigate complex agreements and secure beneficial outcomes. Track record of maintaining strong working relationships and adapting to dynamic environments.
Overview
10
10
years of professional experience
8
8
years of post-secondary education
3
3
Languages
Work History
Cruise Vacation Agent
TDCX MALAYSIA
Kuala Lumpur, Kuala Lumpur
02.2024 - Current
- Manage inbound calls to assist guests with cruise room reservations and inquiries for Disney Adventure.
- Handle multiple room bookings and process payments accurately and securely.
- Provide support for billing and payment-related issues.
- Explain cruise packages, product offerings, and company policies to guests.
- Guide guests through the use of the Disney Cruise Line website for bookings and information access.
- Manage cancellation requests and process refunds in accordance with company policy.
- Ensure compliance with data privacy standards when handling personal guest information.
- Maintain detailed and accurate records of all guest interactions and transactions. Deliver high-quality service to enhance guest satisfaction and loyalty.
Customer Service Representative
SRG Asia Pasific
Kuala Lumpur, Kuala Lumpur
09.2022 - 12.2023
- Handle inbound and outbound customer calls related to Astro products, services, and current promotions.
- Handling more 60 calls on normal day and more than 80 calls on peak day
- Provide first-level technical support and troubleshooting for product-related issues.
- Assist customers with billing inquiries, payment issues, and account-related questions.
- Escalate unresolved or complex issues to relevant departments or support teams.
- Coordinate and schedule technician visits for service installation, repair, or maintenance.
- Maintain accurate records of customer interactions and resolutions.
- Ensure customer satisfaction by delivering prompt and professional service.
Customer Service Representative
Concentrix Corporation
Cyberjaya, Selangor
01.2020 - 04.2020
- Provided exceptional customer service through live chats, emails, and outbound calls, ensuring quick resolution of inquiries and concerns regarding Lazada platform and products.
- Assisted sellers with account management, resolving technical and operational issues to optimize their performance on the platform.
- Managed customer complaints and inquiries, offering timely solutions and maintaining high satisfaction levels.
- Supported the execution of campaigns on the seller's site, helping achieve campaign goals and targets.
- Documented customer interactions and provided feedback to improve service processes.
- Collaborated with cross-functional teams to address complex issues and enhance the customer experience
Store Assistant
Avon Cosmetics
Kajang, Selangor
11.2019 - 12.2019
- Greet customers warmly and assist them with their purchases, providing product information and recommendations as needed.
• Address customer inquiries and resolve any issues or complaints in a professional manner.
• Process customer transactions accurately and efficiently at the checkout counter.
• Handle cash, credit, and debit card payments, ensuring proper cash management and reconciliation.
• Issue receipts, refunds, and exchanges according to company policies.
• Maintain a clean and organized checkout area and store environment.
• Ensure that products are properly displayed and stocked on shelves.
• Assist in inventory management, including receiving, labeling, and restocking merchandise.
• Accurately scan and ring up items, ensuring that all products are accounted for during the checkout process.
• Verify pricing and promotions to ensure customers receive the correct charges.
• Assist in conducting regular inventory counts and audits to maintain accurate stock levels.
• Report any discrepancies or issues with inventory to the store manager.
General Worker
PLASHOUSE SDN BHD
03.2017 - 10.2019
- Operate and monitor molding machines according to established procedures and safety guidelines.
• Adjust machine settings as necessary to ensure optimal production quality and efficiency.
• Adhere to all safety protocols and wear appropriate personal protective equipment (PPE).
• Conduct regular safety checks and report any hazards or unsafe conditions to management.
• Perform routine inspections of molded products to identify defects and ensure compliance with quality standards.
• Utilize measurement tools to verify product dimensions and specifications.
• Identify and troubleshoot machine faults, performing basic repairs as needed.
• Collaborate with maintenance personnel for complex issues and ensure timely resolution of machine downtime.
• Pack finished products according to company standards, ensuring proper labeling and documentation.
• Maintain accurate records of production outcomes, including quantities produced, defects, and machine performance.
• Update daily production reports and communicate outcomes to supervisors.
• Participate in team meetings to discuss production goals, challenges, and improvements.
Recovery Officer
Stable Option Sdn.Bhd
07.2015 - 01.2017
- Conduct outbound calls to customers to discuss unsettled debt and payment options.
- Archive target accounts and maintain organized records of communications and transactions.
- Update customers on their current balance and provide accurate debt data.
- Follow up with customers regarding outstanding payments and payment arrangements.
- Send reminders to customers about upcoming due dates for payments.
- Handle customer data with confidentiality and update information to superior as required.
- Work towards achieving monthly targets for collections and outstanding debts.
Education
Associate of Arts - Culinary Arts
CQ Breyer Group of Colleges
Kuala Lumpur, Malaysia 01.2012 - 12.2014
High School Diploma -
SMK Jalan Bukit Kajang
Kajang, Selangor, Malaysia 01.2007 - 12.2011
Skills
Critical thinking and problem-solving
Client relations proficiency
Proactive attitude
Effective communication
Customer complaint resolution
Organizational skills
Call management
Schedule management
Marketing management
Relationship building
Sales closing
Live chat support
Escalation management
CRM software
Genesys Proficiency
Projects
E-Commerce - Lazada
Astro
Disney Cruise Line
Samsung - Home Appliances
Timeline
Cruise Vacation Agent
TDCX MALAYSIA
02.2024 - Current
Customer Service Representative
SRG Asia Pasific
09.2022 - 12.2023
Customer Service Representative
Concentrix Corporation
01.2020 - 04.2020
Store Assistant
Avon Cosmetics
11.2019 - 12.2019
General Worker
PLASHOUSE SDN BHD
03.2017 - 10.2019
Recovery Officer
Stable Option Sdn.Bhd
07.2015 - 01.2017
Associate of Arts - Culinary Arts
CQ Breyer Group of Colleges
01.2012 - 12.2014
High School Diploma -
SMK Jalan Bukit Kajang
01.2007 - 12.2011
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