Asthaletchimi Gunasegaran
Singapore
Summary
Experienced and skillful Inbound Customer Service Agent providing high quality service to callers, address and meet all needs. Organized, detail oriented, and experienced in properly handling customer inquiries and transactions.
Experienced with problem-solving and conflict resolution in customer service environments. Utilizes effective communication and active listening to address customer needs. Track record of adapting to dynamic situations and maintaining positive customer experience.
Overview
9
9
years of professional experience
Work History
Customer Service Officer
NCS
05.2024 - Current
- Handle inbound calls, emails, and chat inquiries related to Ministry of Manpower services, policies, and procedures.
- Provide accurate and up-to-date information on employment regulations, work passes, foreign manpower issues, and other MOM-related topics.
- Assist callers in navigating MOM online systems (e.g., Work Permit Online, EP Online).
- Escalate complex issues to relevant departments or supervisors in a timely and appropriate manner.
- Log interactions and maintain detailed, accurate records in the contact centre system.
- Follow standard operating procedures (SOPs) and adhere to data protection and confidentiality guidelines.
- Participate in ongoing training sessions and briefings to stay current with policy updates and procedural changes.
- Meet performance targets in areas such as call handling time, customer satisfaction, and first-call resolution.
Airline Reservation Agent
TDCX
09.2022 - 12.2023
- Responding to customer inquiries in a timely and efficient manner.
- Explaining the various flight options available and helping customers make informed decisions.
- Making, changing and cancelling flight reservations.
- Managing customer payments and providing accurate billing information.
- Providing excellent customer service at all times.
Telesales Coordinator
GRAB
08.2021 - 08.2022
- Handled customer complaints calmly and professionally, resolving customer issues in a timely manner.
- Created reports and documents as requested by the office manager.
- Trained and mentored new telemarketers.
- Handled high-volume telemarketing operations with expert use of computer dialling.
Credit Recovery Officer
Pinnacle Credit Services @ DBS
01.2021 - 07.2021
- Complying procedures and policies that ensure timely payments while maintaining a high level of customer retention.
- Monitoring debtor balances to ensure a reduction in debtors.
- Negotiating re-payment plans.
- Resolving queries both internally and externally around outstanding invoices.
Market Research Assistance
Acellence Research
02.2020 - 12.2020
- Assisted to conducted in-depth market research and identified key trends in the labor market that enabled the company to stay ahead of competitors.
- Preparing interview questions and summarizing results.
- Performing literature reviews for their research team.
Guest Relations Associate
Seletar Business Aviation Centre, Singapore
01.2019 - 12.2019
- Compiled feedback to help management improve guest relations policies and prevent common conflicts.
- Engaged guests through upbeat conversation and personalized service.
- Answered multi-line telephone system to aid guests, direct callers and take messages.
- Coordinated schedules and set appointments for guests and staff.
- Logged guest interactions via email, phone and in-person in computer system.
- Worked closely with guests, some VIP or celebrity, with high degree of respect for privacy.
- Maintained front desk's concierge book to provide visitors with access to relevant local information.
Customer Care Agent
GRAB, Singapore
01.2018 - 12.2018
- Managed timely and effective replacement of damaged/missing products.
- Utilized customer feedback to identify areas for improvement and suggest changes to management.
- Collaborated with other departments to resolve customer issues.
- Maintained detailed records of customer interactions and transactions.
Telemarketer Sales Representative
Lion City Rentals, Singapore
01.2017 - 12.2017
- Handled high-volume of customer inquiries in a professional and timely manner, resulting in a increase in customer satisfaction ratings.
- Used customer relationship management (CRM) systems to accurately track and manage customer data.
- Trained and mentored new call center representatives on customer service policies, procedures, and best practices.
- Acted as an escalation point for complex customer inquiries and complaints.
Education
O-LEVEL certificate -
Beatty Secondary School
12.2015
Foundation Diploma - undefined
Kaplan
08.2024
Skills
- Leadership
- Adaptability
- Ability to Work in a Team
- Microsoft Office
- Customer Service
- Customer support
- Complaint handling
- Data entry
- Documentation and reporting
- CRM software
- Administrative support
Languages
English
Tamil
Timeline
Customer Service Officer
NCS
05.2024 - Current
Airline Reservation Agent
TDCX
09.2022 - 12.2023
Telesales Coordinator
GRAB
08.2021 - 08.2022
Credit Recovery Officer
Pinnacle Credit Services @ DBS
01.2021 - 07.2021
Market Research Assistance
Acellence Research
02.2020 - 12.2020
Guest Relations Associate
Seletar Business Aviation Centre, Singapore
01.2019 - 12.2019
Customer Care Agent
GRAB, Singapore
01.2018 - 12.2018
Telemarketer Sales Representative
Lion City Rentals, Singapore
01.2017 - 12.2017
Foundation Diploma - undefined
Kaplan
O-LEVEL certificate -
Beatty Secondary School