Logeshwaren Ganesan
Summary
Results-driven customer service professional and subject matter expert with over 5 years of experience in delivering top-tier support and in-depth product knowledge. Proven track record of successfully resolving complex customer issues and providing comprehensive solutions. Adept at leading and mentoring teams to achieve service excellence, while consistently surpassing performance goals. Strong communicator known for building rapport and trust with customers, as well as collaborating seamlessly with cross-functional teams. Seeking to leverage my expertise in customer service strategy and in-depth product understanding to drive exceptional customer satisfaction and elevate the overall customer experience."
Overview
7
7
years of professional experience
Work History
Customer Service Subject Matter Expert
EQUILOGIS
04.2022 - Current
- Open and maintain customer accounts by recording account information
- Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Manage large amounts Live Chat, Calls and Email
- Shift planning
- Identify and assess customers' needs to achieve satisfaction
- Resolve customer complaints via Live Chat, Calls and Email
- Provide instant for customer solution
- Constantly able to achieve 100% IRT for all emails
- Answered product and service questions, suggesting other offerings to attract potential customers
- Served as point of escalation for complex customer issues, capturing timely resolution to drive client retention
- Performed well at quality assurance evaluations by continuously actioning performance feedback to drive personal improvement
- Developed empathetic client relationships and earned reputation for consistently exceeding goals
- Addressed customer service enquires quickly and accurately
- Able to multitask
- Handled complaints calmly and professionally, providing appropriate solutions to promote continued customer satisfaction.
Customer Service Representative
Startek
01.2022 - 04.2022
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Handled customer inquiries and suggestions courteously and professionally.
- Provided primary customer support to internal and external customers
- Recommended products to customers, thoroughly explaining details
- Collected and analyzed customer information to prepare product or service reports
- Responded to customer requests for products, services and company information
- Answered product and service questions, suggesting other offerings to attract potential customers
Customer Service Agent
Get Class Sdn. Bhd
01.2021 - 12.2021
- Navigate Car to better Hotspot by using GPS, professional handling
- GPS system buy Map
- Data Entry Double Check Then verify, preparing and sorting documents for data entry
- Entering data into database software and checking to ensure accuracy of data that has been inputted
- Resolving discrepancies in information and obtaining further information for incomplete documents
- Creating data backups as part of contingency plan
- Responding to information requests from authorized members
- Testing new database systems and software update
- Answering incoming calls; taking messages and re-directing calls as required
- Dealing with email enquiries
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service
- Resolved over 100 customer issues per shift by researching and exploring answers, implementing solutions and escalating unresolved problems to upper management
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction
- Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.
Customer Service Officer
Guoxun Network Co., Ltd
01.2019 - 12.2020
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions
- Clarified customer issues and determined root cause of problems to resolve product or service complaints
- Followed up with customers about resolved issues to maintain high standards of customer service
- Met customer call guidelines for service levels, handle time and productivity
- Resolved associate, tool and service delivery issues revealed by statistical reports
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions
- Followed-through on all critical inter-departmental escalations to increase customer retention rates
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Provided primary customer support to internal and external customers
- Offered advice and assistance to customers, paying attention to special needs or wants
- Processed customer adjustments to maintain financial accounts
- Maximizer customer satisfaction by resolving service issues promptly.
- Customer Service And Administration with Data Entry
- Handling pay rolls of each Agent
- Experienced and motivational Call Center Team Leader knows how to inspire team members to reach sales goals in pursuit of overall company objectives
- Good motivational skills
- Excellent supervisory abilities
- Tracks and monitors calls over 200 per day
- Initiates discipline when warranted
- Completes all required paperwork and documentation
- Handle various project associate with company
- Ensured script was always followed by team members on call
- Performed removals from call rotation of people who requested to be taken off call list
- Updated computer leads.
Operational Staff
DB SCHENKER
01.2017 - 12.2018
- Must report to work on regular and timely basis
- Boarding documents, lost or damaged baggage documentation, and cargo tracking information
- Able to stand and work in one location and Baggage Handlers..
- Drive forklift.
- Gathered, organized and input information into digital database
- Evaluated customer needs and feedback to drive product and service improvements
- Collected, arranged, and input information into database system
- Developed effective improvement plans in alignment with goals and specifications
- Developed and updated tracking spreadsheets for process monitoring and reporting
Education
SIJIL PELAJARAN MALAYSIA - TELUK KUMBAR
SMK TELUK KUMBAR12.2011
Skills
- Order Processing
- Document Control
- Report Preparation
- Team Development
- Promotional Support
- Call Triaging
- Staff Training
- Critical Thinking
- Quality Assurance Controls
- Active Listening
- Microsoft Word
- Customer Account Management
- Customer Relations
- Customer Relationship Management
- Receiving Support
- Customer Service and Assistance
- Customer Relationship Management
- Technical Support
Expected Salary
RM 3800
Languages
English
Advanced (C1)
Malay
Upper intermediate (B2)
Timeline
Customer Service Subject Matter Expert
EQUILOGIS
04.2022 - Current
Customer Service Representative
Startek
01.2022 - 04.2022
Customer Service Agent
Get Class Sdn. Bhd
01.2021 - 12.2021
Customer Service Officer
Guoxun Network Co., Ltd
01.2019 - 12.2020
Operational Staff
DB SCHENKER
01.2017 - 12.2018
SIJIL PELAJARAN MALAYSIA - TELUK KUMBAR
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