Kugan Rajagopal
Senior Assistance Coordinator
Rawang
Summary
A dedicated and self-motivated professional seeking opportunities to leverage my skills in customer support and project coordination. Eager to contribute to the growth of an organization by applying my experience in handling client relations, case management, and technical support within high-paced environments.
Overview
9
9
years of professional experience
Work History
Senior Assistance Coordinator
Allianz Worldwide Partner Service Sdn Bhd
7 2022 - Current
- Manage client reports and oversee outbound calls for dispatching service suppliers (towing, technical support).
- Collaborate with invoice processing teams in Malaysia and Singapore, addressing discrepancies and escalating errors to relevant departments.
- Monitor Service Level Agreements (SLAs) and manage call queues to ensure efficient operations.
- Assist clients with queries related to coverage, billing confirmations, and system errors, escalating issues to finance or IT as necessary.
- Participate in special projects, including testing system enhancements (Hexalite, IPay88, oisbizcraft), and improving contact center workflows.
- Handle inbound calls, ensuring customer needs are met through effective arrangement of services, documenting all interactions in the case management system.
- Enhanced customer satisfaction by responding promptly to inquiries and addressing concerns professionally.
- Managed vendor relationships to secure best quality of services and products for organizational needs.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
Outbound Specialist - Roadside Assistance
Allianz Worldwide Partner Service Sdn Bhd
01.2019 - 06.2022
- - Coordinated outbound operations, including dispatching suppliers for roadside assistance services. - Provided timely assistance to customers and suppliers, ensuring services aligned with policy coverage. - Minimized cost leakages through effective cost monitoring and management of extra expenses. - Supported management by contributing to various special projects aimed at enhancing service delivery.
Assistance Coordinator
Allianz Worldwide Partner Service Sdn Bhd
03.2016 - 12.2018
- - Handled inbound calls, assisting customers with roadside assistance requests, ensuring smooth coordination of services. - Documented all interactions, ensuring accurate records in the case management system.
- Improved team productivity with regular communication and progress updates, fostering a collaborative work environment.
Customer Service Representative (Inbound)
SRG Asia Pacific Sdn Bhd
12.2015 - 03.2016
- - Addressed and resolved customer inquiries efficiently. - Learned to navigate challenging situations with patience and professionalism, providing optimal solutions.
Education
Penilaian Menengah Rendah (PMR) - undefined
SMK Zon R1 Wangsa Maju
Ujian Penilaian Sekolah Rendah (UPSR) - undefined
SK Padang Tembak
Sijil Pelajaran Malaysia (SPM) -
SMK Seri Titiwangsa
Skills
MS Word
MS PowerPoint
MS Excel
Personal Information
- Date of Birth: 12/28/92
- Nationality: Malaysian
- Marital Status: Married
References
- Ms. Citra Daldiri, Executive, Human Resource, Allianz Worldwide Partner Service Sdn Bhd, +6019-7238935
- Mr. Zaki Sazali, Team Lead, Allianz Worldwide Partner Service Sdn Bhd. +6018-9889534
Languages
English
Bilingual or Proficient (C2)
Malay
Bilingual or Proficient (C2)
Tamil
Bilingual or Proficient (C2)
Timeline
Outbound Specialist - Roadside Assistance
Allianz Worldwide Partner Service Sdn Bhd
01.2019 - 06.2022
Assistance Coordinator
Allianz Worldwide Partner Service Sdn Bhd
03.2016 - 12.2018
Customer Service Representative (Inbound)
SRG Asia Pacific Sdn Bhd
12.2015 - 03.2016
Senior Assistance Coordinator
Allianz Worldwide Partner Service Sdn Bhd
7 2022 - Current
Penilaian Menengah Rendah (PMR) - undefined
SMK Zon R1 Wangsa Maju
Ujian Penilaian Sekolah Rendah (UPSR) - undefined
SK Padang Tembak
Sijil Pelajaran Malaysia (SPM) -
SMK Seri Titiwangsa
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