CRM
Vinod Kanthan Thevar
Puchong
Summary
Experienced customer service professional with a proven track record of delivering exceptional service and resolving customer issues efficiently. Skilled in communication, problem-solving, and relationship-building, with a deep understanding of customer needs and a commitment to enhancing customer satisfaction. Adept at handling high-volume environments, managing complaints, and ensuring a positive customer experience. Seeking to leverage extensive customer service background in a dynamic role to contribute to customer retention and organizational success.
Overview
6
6
years of professional experience
5
5
years of post-secondary education
3
3
Languages
Work History
Technical Support Representative
TDCX (Project Hawkeye)
09.2024 - Current
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
- Continuously updated personal technical knowledge through participation in workshops, seminars, and self-study to better serve the needs of clients.
- Used ticketing systems to manage and process support actions and requests.
- Managed approximately 30 incoming calls, emails and cases per day from customers.
Senior Ambassador
TDCX Crisis Management (Project Home)
06.2024 - 09.2024
- Manage escalated issues and initiate dispute processes, investigating both sides and determining resolutions.
- Provide process explanations and security guidance to users via voice and text.
- Flag inappropriate content and identify risk trends, investigating complex cases involving safety and fraud.
- Maintain confidentiality and document investigations thoroughly.
- Work with internal teams, including communications and social media.
- Managed approximately 50 incoming calls, emails and cases per day from customers.
Senior Officer
UOB CENTRE OF EXCELLENCE (M) SDN BHD
09.2023 - 05.2024
- Manages customer credit card information securely and responsibly.
- Implementing measures to prevent fraudulent or unauthorized transactions on customers' credit cards.
- Providing guidance to customers regarding their outstanding balance on their credit card accounts.
- Increased team efficiency by streamlining communication and implementing new project management strategies.
Subject Matter Expert
IGT Solutions (British Airways)
01.2022 - 08.2023
- Offering details regarding pricing, availability, specifications, and features.
- Delivering systematic guidance for troubleshooting and resolving technical issues.
- Handling billing inquiries, resolving discrepancies, and addressing payment-related issues.
- Recognized as the Best Agent for two consecutive months within just four months of joining.
Service Crew
Nando's Malaysia
06.2020 - 01.2022
- Providing personalized food recommendations based on customer preferences while warmly welcoming and assisting customers.
- Assisting customers in navigating and utilizing our app effectively.
- Overseeing cash transactions and payment processing.
- Prepared products following restaurant, health, and safety standards and procedures.
Quality Control Inspector
Panasonic Air Conditioner
01.2019 - 03.2020
- Conduct inspections, tests, and measurements on products during production to ensure they meet quality and compliance standards.
- Evaluate finished products to determine acceptance or rejection based on quality standards.
Education
Bachelor of Arts - Business Management
YPC International College
Kuala Lumpur 04.2018 - 12.2022
Skills
CommunicationProblem-solvingTime ManagementMultitasking AbilitiesActive listeningCommunicationProblem-solvingTime ManagementMultitasking Abilities
Skills
Communication
Problem-solving
Time Management
Multitasking Abilities
Active listening
Attention to detail
Patience
Teamwork
Positive attitude
Software
Salesforce
Mocha
AS400
Pegasus
Skyspeed
Powerlender
3Ds Protection System
Microsoft Word/Excel
JIRA System
Accomplishments
- IGT Solutions (British Airways)
Recognized as the Best Agent for two consecutive months within just four months of joining.
Timeline
Technical Support Representative
TDCX (Project Hawkeye)
09.2024 - Current
Senior Ambassador
TDCX Crisis Management (Project Home)
06.2024 - 09.2024
Senior Officer
UOB CENTRE OF EXCELLENCE (M) SDN BHD
09.2023 - 05.2024
Subject Matter Expert
IGT Solutions (British Airways)
01.2022 - 08.2023
Service Crew
Nando's Malaysia
06.2020 - 01.2022
Quality Control Inspector
Panasonic Air Conditioner
01.2019 - 03.2020
Bachelor of Arts - Business Management
YPC International College
04.2018 - 12.2022
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