Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Kalvina Jeyaratnam

Summary

Dedicated and detail-oriented Customer Service Professional and Group Leader with a strong commitment to teamwork and operational success. Focused on continual professional and personal growth, with an emphasis on enhancing service quality and operational efficiency. Proven track record in improving customer satisfaction and streamlining processes, notably at Tele Centre (Kallang). Skilled in complaint handling, team leadership, and service operations management. Strong analytical, problem-solving, and collaboration skills have consistently contributed to higher service standards and overall team performance.

Overview

9
9
years of professional experience

Work History

Group Leader

Tele Centre (Kallang)
01.2025 - Current


  • Promoted to Group Leader in recognition of strong performance and leadership potential.
  • Manage a team of Customer Care Executives across multi-campaign, 24/7 operations.
  • Oversee daily activities including scheduling, team briefings, shift management, and performance monitoring.
  • Conduct coaching sessions to drive service quality and productivity.
  • Handle escalations and ensure timely resolution of customer concerns.
  • Collaborate with internal departments to support process compliance and service delivery.
  • Track KPIs and generate performance reports for continuous improvement.
  • Support onboarding and training for new hires.
  • Work closely with management to implement process enhancements and campaign transitions.

Customer Care Executive

Tele Centre (Kallang)
05.2023 - 12.2024
  • Delivered exceptional service by efficiently resolving high volumes of customer inquiries and issues.
  • Strengthened customer satisfaction through empathetic communication and proactive problem-solving.
  • Took ownership of cases, ensuring thorough follow-up and resolution.
  • Built and maintained strong customer relationships, contributing to improved satisfaction scores.
  • Supported operational efficiency by adhering to internal processes and collaborating with cross-functional teams.

Accountant Assistant

GAC Cargo System
12.2019 - 01.2023
  • Reconciled monthly bank statements, promptly identifying and resolving discrepancies.
  • Followed up on receipt details with the operational team to ensure transaction accuracy.
  • Supported the preparation of month-end, quarterly, and year-end financial closings.
  • Documented business expenses and sales transactions accurately for reporting purposes.
  • Handled inbound calls regarding financial matters, including payment inquiries and clarifications.
  • Communicated discrepancies to the management team, identified slow-paying customers, and recommended candidates for collection action.
  • Gathered and verified invoices to ensure appropriate documentation prior to processing payments.
  • Maintained up-to-date accounts receivable records, ensuring aging schedules were accurate and properly reconciled.
  • Performed daily cash management tasks, including recording bank deposits, updating cash receipt logs, and posting to the accounts receivable sub-ledger.
  • Monitored and pursued accounts receivable collections through regular client follow-ups via telephone, email, and mail.
  • Prepared analytical and ratio analyses related to accounts receivable to support management’s review of collection efforts.
  • Assisted other accounting and finance team members with inventory management, cost accounting, and general support tasks.

Audit & Tax Assistant

Ket & Co
06.2018 - 09.2019
  • Supported the audit team by collecting, organizing, and preparing financial data, reports, and statements for client engagements.
  • Compared draft tax computations against previous year’s finalized tax filings and current audited accounts, assessing the reasonableness of figures and raising review comments to engagement teams.
  • Assisted in the preparation of annual operating and fiscal budgets.
  • Participated in statutory inventory counts, preparing working papers and documentation to support audit requirements.
  • Assisted team members in retrieving corporate documents such as meeting minutes, directors’ circular resolutions, and relevant forms from the company secretary’s office for audit purposes.
  • Performed cross-referencing and validation in audit working papers to ensure accuracy and completeness.
  • Conducted audit procedures related to business processes, including Sales, Purchases, Payroll, Property, Plant and Equipment, Treasury, and other non-significant accounts.
  • Contributed to the accuracy and efficiency of audits through detailed analysis and careful documentation.

Auditor

Wai Ho Yong & Co
03.2017 - 04.2018
  • Analyzed financial data and findings to prepare detailed audit reports and financial summaries for clients.
  • Maintained strict confidentiality, handling sensitive financial information discreetly throughout all stages of the audit process.
  • Conducted observations and reviewed supporting documents to verify the accuracy and completeness of financial records.
  • Provided detailed documentation of audit findings, facilitating swift corrective actions by client management teams.
  • Reduced the risk of fraud by implementing and recommending effective internal control systems and monitoring practices.
  • Prepared special audit and control reports by collecting, analyzing, and summarizing operational information and financial trends.

Customer Service Executive (Part-Time)

Foodpanda Malaysia
08.2016 - 02.2017
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues with professionalism and efficiency.
  • Managed a high volume of inbound calls while maintaining a courteous and professional demeanor to ensure a positive customer experience.
  • Provided detailed information on products and services to customers, highlighting benefits and advantages to meet their needs.
  • Reduced average call handling time through effective problem-solving without compromising service quality.
  • Consistently contributed to improving customer feedback scores by delivering high-quality service and support across all interactions.

Education

Bachelor - Accounting And Finance

Segi College
06.2018

Skills

  • Microsoft PowerPoint
  • Teamwork
  • Effective Time Management
  • Ability to Work Under Pressure
  • Leadership
  • Communication
  • Ability to Work in a Team
  • Customer Satisfaction
  • Customer Service
  • Telephone Call Reception Management
  • Customer Demand Planning
  • Customer Relationship Management
  • Ability to Multitask
  • Positive Attitude
  • Self Motivation
  • Strategic Thinking
  • Knowledge of Finance
  • Stock Control
  • Sales
  • Accounting
  • Analytical Thinking
  • Accounting Ledgers
  • Accounts Payable
  • Accounts Receivable
  • Bank Statements
  • Cash Management
  • Cost Accounting
  • Operating Expenses
  • Deposit Accounts
  • Telephone Skills
  • Communication Skills
  • Chartered Accountant
  • Auditing Skills
  • Coordination Skills
  • Audit Working Papers
  • Financial Data Analysis
  • Internal Accounting Controls
  • Statutory Audit
  • Tax Management
  • Writing of Reports
  • Risk Analysis
  • Confidentiality
  • Payroll Management
  • Budgeting Skills
  • Business Processes
  • Data Analysis
  • Monitoring of Systems
  • Corrective and Preventive Action
  • Problem Solving
  • Microsoft Excel
  • Microsoft Office
  • Processing of Payments
  • Financial Management
  • Call Centers
  • Customer Support
  • Spreadsheets
  • Time Management
  • Data Entry Skills
  • Freight Forwarding
  • Service Quality
  • Health Care
  • Team Working

Languages

English
Tamil
Malay

Timeline

Group Leader

Tele Centre (Kallang)
01.2025 - Current

Customer Care Executive

Tele Centre (Kallang)
05.2023 - 12.2024

Accountant Assistant

GAC Cargo System
12.2019 - 01.2023

Audit & Tax Assistant

Ket & Co
06.2018 - 09.2019

Auditor

Wai Ho Yong & Co
03.2017 - 04.2018

Customer Service Executive (Part-Time)

Foodpanda Malaysia
08.2016 - 02.2017

Bachelor - Accounting And Finance

Segi College

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Kalvina Jeyaratnam