Karthikesu Rengasamy
TEAM LEADER / TELEMARKETING / CUSTOMER SERVICE
Johor Bahru
Summary
Results-driven professional with over 12 years of experience in telemarketing, customer service, and team leadership. Seeking to leverage my proven skills in sales, customer engagement, and leadership to contribute to the success of your organization. Customer Service Focus: Dedicated customer service leader with 5 years of experience in the banking industry and 4.5 years in telemarketing. Looking to apply my expertise in managing teams, enhancing customer satisfaction, and driving sales performance to deliver exceptional results. Sales Focus: Motivated sales and customer service professional with extensive experience in driving sales growth and leading teams. Aiming to bring my strong communication skills, leadership abilities, and proven sales strategies to achieve and exceed targets. Leadership Focus: Accomplished leader with 12 years of experience in telemarketing and customer service. Specializing in team management and customer-focused excellence. Seeking to utilize my leadership skills and customer-focused approach to foster a high-performance team and drive organizational success. Career Transition Focus: Experienced customer service and telemarketing professional transitioning into a strategic role focused on driving sales and customer engagement.
Overview
13
13
years of professional experience
3
3
Languages
Work History
Telemarketing Executive
SingTel Limited
11.2019 - Current
- Product Achievement: Consistently met and exceeded sales targets for products such as Fibre and SingTelTV GA through both voice and digital sales channels.
- Sales Pitch Development: Created and refined effective sales pitches tailored to current promotions, policies, and product updates, ensuring alignment with customer needs and company objectives.
- Complaint Resolution: Efficiently handled escalated complaints from customers and coordinated with the customer service, sales support teams, and other sales channels to ensure prompt and satisfactory resolutions.
- Customer Interaction: Managed customer sales inquiries across multiple platforms, with a focus on outbound calls and emails, providing timely and accurate information to drive conversions.
- Core Value Adherence: Operated with a strong commitment to the company's core values—Customer Focus, Challenger Spirit, Teamwork, Integrity, and Personal Excellence—while fostering a positive and results-driven work environment.
Team Manager
Citibank Berhad
12.2016 - 10.2019
- Sales Leadership: Drove sales performance within the team, consistently meeting or exceeding sales targets by 10% or more month over month over the 3-year tenure.
- Team Engagement: Fostered team bonding and motivation through regular interactions and support, ensuring a cohesive and motivated work environment.
- Performance Motivation: Motivated team members to achieve peak performance in both service and sales through effective coaching and performance management.
- Client Engagement: Addressed and resolved client inquiries and escalations, ensuring high customer satisfaction and retention.
- Management Communication: Provided clear and concise communication to team members, ensuring alignment with company goals and objectives.
Supervisor
Citigroup Transaction Services Malaysia
06.2015 - 11.2016
- Customer Process: Implemented and communicated procedures to the team to ensure smooth and efficient operations.
- Team Management: Managed team performance through regular feedback and performance reviews.
- Client Engagement: Addressed and resolved client inquiries and escalations, ensuring high customer satisfaction and retention.
- Team Meetings: Weekly team meetings to address issues and document progress, ensuring continuous improvement and issue recurrence.
Mentor
Citigroup Transaction Services Malaysia
12.2014 - 05.2015
- Mentorship & Development: Led, motivated, and coached new hires, ensuring they met performance standards through regular feedback, performance reviews, and call evaluations.
- Performance Management: Monitored and managed team members’ attendance, adherence, and overall discipline, consistently identifying and improving work processes and training needs.
- Escalation Handling: Managed escalation calls effectively, reinforcing client trust in the bank.
Customer service
Citigroup Transaction Services Malaysia
08.2012 - 11.2014
- Client Assistance: Supported Singapore clients with banking products, including investment and credit card inquiries, while managing client expectations and resolving issues.
- Sales Achievement: Successfully offered and sold Citi products, such as credit card installments and balance transfers, consistently exceeding sales targets by over 100% monthly.
- Team Support: Assisted the supervisor in managing team performance as a senior officer, driving sales performance and meeting key performance indicators.
- KPI Management: Consistently met key performance indicators, including Average Handling Time (AHT), adherence, and Net Promoter Score (NPS).
- Meeting KPI assigned to CitiPhone office and exceeded targets, including Average Handling Time (AHT), Adherence, Call quality, and Net Promoter Score(NPS).
Education
Bachelor of Economics - Economics
University Malaysia Terengganu (UMT)
01.2012
STPM - undefined
SMK PALOH
01.2008
Skills
Familiarity with computers & basic applications
References
- Kala Devi, Subramaniam, Customer Service Manager, kaladevi.subramaniam@citi.com, 03-016-2133525
- Mike, Mohan, Customer Service Manager, mike.mohan@citi.com, 03-016-7781284
- Azleana Binte Abdul Rahim / azleana@singtel.com/ Team Leader, Telesales, Customer success, +65 92358121
Interests
Swimming
Timeline
Telemarketing Executive
SingTel Limited
11.2019 - Current
Team Manager
Citibank Berhad
12.2016 - 10.2019
Supervisor
Citigroup Transaction Services Malaysia
06.2015 - 11.2016
Mentor
Citigroup Transaction Services Malaysia
12.2014 - 05.2015
Customer service
Citigroup Transaction Services Malaysia
08.2012 - 11.2014
STPM - undefined
SMK PALOH
Bachelor of Economics - Economics
University Malaysia Terengganu (UMT)