MAHALETCHUMY NAIDAMMAH
Customer Sales Services Executive
Summary
Strategic leader with proven track record in driving organizational success and fostering team collaboration. Adept at developing and implementing high-impact strategies, ensuring operational excellence, and adapting to dynamic business environments. Strong communicator with expertise in project management, financial oversight, and stakeholder engagement, consistently delivering measurable results.
Overview
26
26
years of professional experience
Work History
Customer Sales Services Executive
Auto & General Insurance (Singapore) Pte. Limited Trading as Budget Direct Insurance
08.2023 - Current
- Detail orientated sales executive with excellent communication and marketing skills
- Excellent skill in negotiated with client to provide the best deals without compromising their motor coverage
- Addressed and resolved complaints pertaining to NCD cases and managed long-standing unresolved issues.
- Facilitated walk-in customer service and managed daily cash handling.
- Mentored junior staff members for accelerated career growth, developing future leaders within the organization.
- Established long-term client relationships through consistent delivery of high-quality products and services.
- Built strong client relationships by effectively meeting their motor insurance requirements.
- Achieved and exceeded daily and monthly KPIs.
- Demonstrated quick thinking to positively influence client purchasing decisions.
- Applied rapid problem-solving abilities to foster positive client interactions and boost sales.
- Processed and provided accurate quotations for commercial vehicles, motor vehicles, motorcycles, and travel needs.
- Cultivated strong client relationships, ensuring repeat business and customer loyalty.
- Embraced new products, market trends, and regulatory shifts to enhance service delivery and meet customer needs.
- Handled all incoming calls for pre-sales inquiries, sales, and post-sale customer service requests.
Account Development Executive
DBS Bank under Chubb Insurance Singapore
11.2021 - 07.2023
- Ensure all call activities updated in DBS database for call review
- Engaged with new leads supplied by DBS each day to market General Insurance products.
- Participated in trainings to maintain updated knowledge of product specifications and service offerings.
- Showcased a highly motivated and result-oriented mindset to enhance account growth.
- Maintained accurate records of call activities in DBS and Space database for comprehensive call review.
- Built and sustained positive relationships with both new and existing clients.
Campaign Executive, Outbound
AIG Asia Pacific Insurance Pte Ltd
03.2020 - 11.2021
- Fast learner when each time new product launch
- Capabilities engaging with client and continue maintaining good relationship with new and existing client
- Effectively handle complaints at the first point of contact, aiming to resolve situations in an effective and efficient manner
- Attend trainings to stay up to date with the specifications of new products and service offerings
- Participate in process improvement sessions, providing constructive feedback and suggestions
- Retained existing clients by cross-selling tailored solutions based on their specific needs and preferences.
- Addressed customer complaints immediately, focusing on effective and efficient solutions.
- Oversaw team metrics to guarantee compliance with talk time and available time goals.
- Exhibited strong motivation and focus on achieving results in outbound campaign efforts.
- Recognized potential for additional product sales based on customer needs.
- Managed live escalations by correcting inaccurate and misleading details.
- Engaged with clients to facilitate the collection of missed payments.
- Compiled and submitted daily sales reports to the Team Manager, guaranteeing accuracy and timeliness.
- Maximized individual TARP through effective cross-selling of insurance products.
Customer Experience – Social Media Specialist
Standard Chartered Bank
03.2019 - 03.2020
- EXSA STAR 2019 awarded
- Managed daily operations of social media channels and chat interactions.
- Managed efforts to enhance online reviews and reputation.
- Managed online reviews by actively monitoring and responding to each review.
- Handled initial escalations across chat, social media, and contact center platforms within a 24-hour timeframe.
- Managed MAS and CEO escalation processes, ensuring seamless handover to the Client Care Unit team.
- Demonstrated excellent writing and language skills to enhance customer engagement on social media platforms.
- Successfully developed and nurtured client relationships, ensuring their critical concerns were addressed.
- Directed teams to maintain high standards of customer satisfaction and implement effective financial solutions.
Senior Customer Service Executive
Senior Customer Service Executives live banking
03.2016 - 03.2019
- Deliver personalized service over the Live banking channel to customers via live channel on banking products, accounts, and services inquiries in an effective and efficient manner
- Highly responsiveness in understanding customers' needs and provide appropriate solutions and attention
- Strong sales driven and Identify cross-sell opportunities during customer interaction
- Consistencies in doing cross sales for personal loan and my highest achievement are SGD 290,000.00 for one month
- Consistently deliver excellent quality service to our customers to achieve total customer satisfaction
- Excellent in public speaking and live communication skills
- Able to work under minimal supervision and helping my junior
- Team player and always have tendency to help other staff with customer enquiry and resolve complaints
- Excellent in Objection handling skills both verbal and written
- I'm part of UAT team during the launch of 1st Video Banking for banking industry in ASIAN country
- Excellent as team player and will always try resolve any situation collectively rather than individually
- My role is virtual relationship manager for Singapore client via Live banking (video conference with clients)
- Part of video banking, we also required to communicate via email when client email to us via unsecure email
Travel Assistant Coordinator
AIG Shared Services
03.2013 - 09.2013
- Managed inbound and outbound calls to provide swift responses and solutions for policyholders' inquiries, including lost luggage, lost documents, legal and medical referrals, medical evacuations, and repatriation of remains.
- Ensured accurate communication of policy details, coverage limits, and renewal information to both customers and vendors.
- Liaised with vendors, third-parties, and family members to manage and follow up on complex travel cases.
- Ensured accuracy and completeness of case documentation and system records.
- Worked closely with the Claims Department to handle payment approvals and maintain accurate updates on policyholders' cases.
Business Development Manager
Ensure Potential Academy Sdn Bhd
10.2012 - 03.2013
- Pioneered market growth strategies targeting the education and financial service sectors.
- Developed and executed marketing strategies to meet revenue targets.
- Oversaw entire business operations, driving strong performance across the team.
Assistance Manager, Maxis Centre outlet in Central Region
Maxis Communications Sdn Bhd
10.2005 - 10.2012
- Coordinated with iPhone vendors and distributors to ensure timely and accurate stock deliveries.
- Managed crowd control and addressed complex inquiries while supporting in-house sales activities and roadshows.
- Recommended system and process enhancements to superiors, driving operational efficiency.
- Coordinated staff schedules, improved inventory control, and maintained audit standards.
- Ensured 100% compliance with audit requirements by working closely with the Head of Maxis Centre on monthly stock takes.
- Executed month-end audits and stock takes in retail branches, focusing on Device, Modem, and CAM products to ensure zero variance and compliance with SOPs.
- Guided and developed new staff to ensure successful group performance.
- Resolved MIMS and Kennan transaction issues to ensure seamless operations.
Tele Sales Executive
Tele Sales Executive, Tele Direct Sdn Bhd
06.2005 - 10.2005
Account Clerk
Brilliant Graphic Sdn Bhd
01.2000 - 12.2000
Admin Assistant & Accounts Clerk
CIT Learning Center
12.1998 - 12.1999
Education
Commercial General Insurance -
ComGI
01.2024
Personal General Insurance -
BCP
01.2020
Health Insurance -
HI
01.2020
Pre Contract Examination for Insurance Agents - Basic Insurance Concepts and Principles
PCEIA
01.2018
Degree in Business Management - Marketing
University of Ballarat
01.2005
Advance Diploma -
Association of Business Executives
01.2003
Diploma - Accounting/Finances & Banking
Stamford College
01.2000
Skills
- Business Development
- Complaints Management
- Customer Engagement
- Sales expertise
- Problem resolution
- Customer Support
- Event Management
- Product Presentation
- Sales & Marketing
- Interpersonal skills
- Upselling & Cross Selling
- Quality management
- People management
- Team player
- Customer-oriented
- Staff training
- Operations management
- Inventory control
- Project management
- Staff motivation
- Operations oversight
- Change implementation
- Training and development
- Employee scheduling
- Crisis management consulting
- Public relations
- Networking
- Service quality improvement
- Negotiation skills
Skills
- Project KIWI (Kenan)
- Claim Module
- MISM System
- Fixed Product Training
- CCMS Module
- Live chat application
- Liberty Module
- CEMS Module
- Sprinklr System
- VPN System Integration
- Wireless and fixed broadband
- Device troubleshoot
- CAM system
- RMA Portal
- GEMS
- EMMA
- Eway
- Avaya
- Space
- DBS Iserve
- LTA
- Gears
- IDIT
Educationandprofessionaldevelopment
- Pre Contract Examination for Insurance Agents, PCEIA, 2018
- Basic Insurance Concepts and Principles, 2020
- Personal General Insurance, 2020
- Health Insurance, 2020
- Commercial General Insurance, 2024
- Degree in Business Management (Marketing), University of Ballarat Australia, 2005
- Advance Diploma, Association of Business Executives, Systematic College, 2003
- Diploma Accounting/Finances & Banking, Stamford College, 2000
Itandlanguage
- MS Office Suite
- Basic PC troubleshooting
- Excellent English
- Excellent Malay
- Excellent Tamil
Professional Highlights
- Perform outbound follow-up calls to customers to help deepen relationships and cross-sell, upsell our products and services.
- Excellent skill in negotiated with client to provide the best deals without compromising their motor coverage.
- Ability to catching up in insurance products and continue learning new ways in selling the insurance product based on the client needs.
- Consistency achieving beyond the standard KPI set my management on monthly basis.
- Capability in selling multiple insurance product to one client and increasing company profit.
- Successfully developed an innovative spreadsheet program in tracking devices, broadband and SIMpacks to reduce variances by 99%, was requested by the Regional Manager to implement the program across every branch in the Central Region.
- Ability in handling CEO/ MAS complaint and escalation.
- EXSA STAR Award 2019 awarded.
- I'm part of UAT team during the launch of 1st Video Banking for banking industry in ASIAN country.
- My role is generating leads for offshore client to open account at Singapore, assisting the client on account application process and making appointment with Relationship Manager at Singapore Branch.
- A consistency in doing cross sales for personal loan and my highest achievement is SGD 290,000.00 per month.
- Orchestrated team feedback sessions to address service request errors, successfully reduced team errors by 95%.
- Established a standard format to standardize customer claims to reduce complaints by 85% while increasing correspondence effectiveness by 70%.
Languages
English
Intermediate (B1)
Malay
Intermediate (B1)
Tamil
Timeline
Customer Sales Services Executive
Auto & General Insurance (Singapore) Pte. Limited Trading as Budget Direct Insurance
08.2023 - Current
Account Development Executive
DBS Bank under Chubb Insurance Singapore
11.2021 - 07.2023
Campaign Executive, Outbound
AIG Asia Pacific Insurance Pte Ltd
03.2020 - 11.2021
Customer Experience – Social Media Specialist
Standard Chartered Bank
03.2019 - 03.2020
Senior Customer Service Executive
Senior Customer Service Executives live banking
03.2016 - 03.2019
Travel Assistant Coordinator
AIG Shared Services
03.2013 - 09.2013
Business Development Manager
Ensure Potential Academy Sdn Bhd
10.2012 - 03.2013
Assistance Manager, Maxis Centre outlet in Central Region
Maxis Communications Sdn Bhd
10.2005 - 10.2012
Tele Sales Executive
Tele Sales Executive, Tele Direct Sdn Bhd
06.2005 - 10.2005
Account Clerk
Brilliant Graphic Sdn Bhd
01.2000 - 12.2000
Admin Assistant & Accounts Clerk
CIT Learning Center
12.1998 - 12.1999
Personal General Insurance -
BCP
Health Insurance -
HI
Pre Contract Examination for Insurance Agents - Basic Insurance Concepts and Principles
PCEIA
Degree in Business Management - Marketing
University of Ballarat
Advance Diploma -
Association of Business Executives
Diploma - Accounting/Finances & Banking
Stamford College
Commercial General Insurance -
ComGI
Similar Profiles
Nia GethingNia Gething
Senior Recruitment Advisor at Auto & General Insurance (Budget Direct + CTM)Senior Recruitment Advisor at Auto & General Insurance (Budget Direct + CTM)
Isaiah EubanksIsaiah Eubanks
Sales and Service Agent at Direct Auto Insurance (National General/Allstate)Sales and Service Agent at Direct Auto Insurance (National General/Allstate)
Jay Jay null
SITE MANAGER (Budget Direct Insurance) at Budget Direct InsuranceSITE MANAGER (Budget Direct Insurance) at Budget Direct Insurance