PARU VIJAYAN
Summary
Well-qualified support professional with positive and friendly demeanor. Strong attention to detail, effective communication skills and solid history of tackling diverse and challenging requirements. Well-versed in customer service field and working in 24/7 uptime environment.
Overview
13
13
years of professional experience
Work History
Assistant Manager
OCBC Bank
04.2023 - 01.2024
- Responded to customer calls and emails to answer questions about products and services, about 40 calls per day and 20 emails
- Assisted customers with navigating bank systems, completing transactions and opening or closing accounts.
- Addressed customer inquiries, requests and complaints with courtesy and professionalism.
- Processed various transactions with accuracy and according to bank standards and legal requirements.
- Stayed current on banking products, services and regulations to continue delivering top-notch service and support.
- Collected feedback from customers to help improve service delivery and banking processes.
- Performed account maintenance by closing out accounts and changing customer addresses.
- Executed wire transfers, stop payments and account transfers.
- Assisted customers with home/auto/easicredit related enquiries.
- Calculated fees due, interest and change for customer transactions.
- Received mortgage, loan or public utility bill payments, verifying payment dates and amounts due.
- Assisted customers with CPF/SRS investment-related enquiries.
Support Specialist
Google Singapore
03.2022 - 12.2022
- Configured hardware, devices and software to set up work stations for employees.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
Client service associate
Tdcx Sg Pvt Ltd
04.2021 - 10.2021
- Provide post-sales customer service support/troubleshooting support through email/chat to client’s B2B customers
- Support advertising customers and deliver consultative support
- Perform data analysis to improve advertising customer experience and ensure higher return investment
- Gather client and partner feedback to enhance ad products and customer experience.
Shift manager
O Coffee Club
08.2018 - 08.2020
- Assist store manager in daily service operations and responsible to carry out various duties such as inventory management and stock taking and weekly order management.
- Supervised employees and oversaw quality compliance with company standards for food and services.
- Exercised composure under pressure and in escalated customer service scenarios.
- Consistently exhibited calm demeanor during periods of high volume or unusual events to keep store operating smoothly and set positive example for shift team.
Customer service executive
Shopee Malaysia
08.2017 - 08.2018
- Handle calls promptly by providing accurate and timely information, alternatives and solution,
- Respond to buyer/seller queries and concerns with the aim of achieving first call resolution,
- Follow up promptly with customers to resolve issues and performing after call administration work
- Reply emails assigned daily and supported cross border seller team to reply their chats
- Support Malaysian market live chats when needed
Customer service executive
OCBC Bank Malaysia
07.2016 - 06.2017
- Handle calls promptly by providing accurate and timely information, alternatives and solution,
- Respond to customer queries and concerns with the aim of achieving first call resolution,
- Follow up promptly with customers to resolve issues
- Introduce and educate customers on the self-service /automated banking channels
- Perform after call administration work
- Use customer service and sales skills to optimize customer satisfaction of each customer
- Maximize opportunities to deepen customer relationship via upsell or cross-sell appropriate products and services
- Described product and service details to customers to provide information on benefits and advantages.
- Recommended products and services to meet customers' credit card and banking needs.
Receptionist cum admin
L’Oréal Malaysia Pte Ltd
05.2013 - 07.2013
- Greet and welcome guests and direct visitors to the appropriate PIC and answer, screen and forward incoming phone calls
- Receiving, sorting and distributing mails
- Managing office supplies such as stationery, equipment and furniture
- Performing ad-hoc administration duties
- Maintaining office services as required (such as cleaners and maintenancecompanies)
Receptionist
Axiata Malaysia
05.2012 - 07.2012
- Greet and welcome guests and direct visitors to the appropriate PIC and answer, screen and forward incoming phone calls
- Receiving, sorting and distributing mails
- Managing office supplies such as stationery, equipment andfurniture
- Performing ad-hoc administration duties
- Maintaining office services as required (such as cleaners and maintenancecompanies)
- Management of meeting rooms
Receptionist
Cpa Australia Pte Ltd
05.2011 - 07.2011
- Greet and welcome guests and direct visitors to the appropriate PIC and answer, screen and forward incoming phone calls
- Receiving, sorting, and distributing mails
- Managing office supplies such as stationery, equipment, andfurniture
- Performing ad-hoc administration duties
- Maintaining office services as required (such as cleaners and maintenancecompanies)
- Management of meeting rooms
Hr Specialist
Manpower Staffing Services
10.2010 - 05.2011
- Variety HR activities that support the overall mission of quality performance and service such as distributing medical cards to the associates and managingt heir leave applications and E-Timesheet and deliver candidate care activities
Education
B. Sc - Psychology and Communication
Upper Iowa University
Notable coursework: The impact of Internet addiction among secondary school students (Thesis) Internship at Sweet Care Welfare Home - undefined
Skills
- Resolving Problems and Incidents
- Organizational Skills
- Help Desk Support
- Online Chat Support
- Troubleshooting Network Issues
- Support Ticket System Management
- Customer Communication and Empathy
- Responding to Difficult Customers
- Credit Solutions Guidance
- Fraud detection
- Loan processing
- Complaint handling
- Fee Calculations
- Compliance, Banking Laws, and Regulations
Languages
English
Bilingual or Proficient (C2)
Malay
Bilingual or Proficient (C2)
Tamil
Bilingual or Proficient (C2)
Timeline
Assistant Manager
OCBC Bank
04.2023 - 01.2024
Support Specialist
Google Singapore
03.2022 - 12.2022
Client service associate
Tdcx Sg Pvt Ltd
04.2021 - 10.2021
Shift manager
O Coffee Club
08.2018 - 08.2020
Customer service executive
Shopee Malaysia
08.2017 - 08.2018
Customer service executive
OCBC Bank Malaysia
07.2016 - 06.2017
Receptionist cum admin
L’Oréal Malaysia Pte Ltd
05.2013 - 07.2013
Receptionist
Axiata Malaysia
05.2012 - 07.2012
Receptionist
Cpa Australia Pte Ltd
05.2011 - 07.2011
Hr Specialist
Manpower Staffing Services
10.2010 - 05.2011
B. Sc - Psychology and Communication
Upper Iowa University
Notable coursework: The impact of Internet addiction among secondary school students (Thesis) Internship at Sweet Care Welfare Home - undefined
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