Liviya Periasamy
Summary
Customer experience professional with a strong background in customer interactions, service solutions, and Net Promoter Score (NPS) satisfaction strategy. Highly skilled in analyzing customer feedback, resolving conflicts, and delivering actionable insights to improve customer loyalty and drive service excellence. Experienced in managing NPS programs to monitor satisfaction trends, identify key drivers, and implement improvements across teams. Known for strong communication, problem-solving, and a proactive, reliable approach that consistently aligns with both customer and organizational goals. Adaptable team collaborator focused on delivering empathetic, results-driven service.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Customer Service Specialist
BYD Harmony Auto
Singapore
11.2024 - Current
- Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
- Analyze NPS feedback data to uncover trends, root causes, and opportunities for improvement.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Contributed towards improving overall customer feedback scores by consistently delivering high-quality service experiences.
- Developed effective strategies for managing challenging situations, resulting in positive outcomes for both customers and the organization.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Maintained up-to-date knowledge of product and service changes.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Promptly responded to inquiries and requests from prospective customers.
Concierge
Qantas Airways, First Class Lounge
Singapore
09.2022 - 08.2024
- Assisted guests with special needs or requests, demonstrating empathy and understanding in every interaction.
- Provided exceptional customer service to diverse clientele, fostering an atmosphere of inclusivity and respect.
- Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
- Addressed customer inquiries with timely and professional responses via phone, email and in-person interactions.
- Improved overall guest satisfaction by consistently exceeding expectations in all aspects of concierge services.
- Contributed to a positive work environment by maintaining a professional demeanor at all times.
- Maximized guest satisfaction by promptly addressing concerns and resolving issues.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
Waitress Trainee
Under Der Linden
Singapore
10.2020 - 08.2022
- Handled high-pressure situations calmly during peak hours while maintaining exceptional service standards.
- Developed strong multitasking skills by simultaneously managing multiple tables and attending to various guest needs.
- Ensured accurate order-taking and timely delivery of meals to guests, resulting in positive feedback and repeat business.
- Enhanced customer satisfaction by providing attentive and friendly service during busy shifts.
- Responded promptly to customer inquiries or concerns, demonstrating excellent problem-solving abilities.
- Displayed strong attention to detail when setting tables and presenting dishes, enhancing the overall dining experience for guests.
Education
Bachelor Of Business Administration -
Unitar International University
11 2025
Skills
- Customer service
- Net Promoter Score (NPS) methodology
- Cross-functional collaboration
- Continuous improvement and root cause analysis
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Computer proficiency
- Microsoft Excel
- Complaint resolution
Reference
1) Jermaine Tan (Brand Manger)
81000446
jermaine2410@gmail.com
2) Daniel A Jude
97259944
daniel.jude90@hotmail.com
Certification
Best Service Advisor for BYD & Denza
Timeline
Customer Service Specialist
BYD Harmony Auto
11.2024 - Current
Concierge
Qantas Airways, First Class Lounge
09.2022 - 08.2024
Waitress Trainee
Under Der Linden
10.2020 - 08.2022
Bachelor Of Business Administration -
Unitar International University