M.ALAGESAN MANIAN
Customer Service Executive
Klang
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Collaborative leader partners with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise.
Overview
15
15
years of professional experience
Work History
Customer Service Executive
Aiasc
04.2023 - Current
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Managed high volume of inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues.
- Described product and service details to customers to provide information on benefits and advantages.
- Reduced average call time through efficient problem-solving skills without sacrificing quality of service provided.
- Contributed towards improving overall customer feedback scores by consistently delivering high-quality service experiences.
- Escalated critical customer issues to supervisor to avoid lost revenue and canceled policies.
- Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
- Leveraged strong interpersonal skills to build lasting relationships with customers, fostering brand loyalty and repeat business.
- 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.
- Delivered prompt service to prioritize customer needs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Educated customers about billing, payment processing and support policies and procedures.
- Exhibited high energy and professionalism when dealing with clients and staff.
Technical And Service Department
Westport Malaysia
1 2005 - 1 2010
- To maintain hardware performance for Westport
- To troubleshoot electrical and equipment problem used in Westport
- In charge for all the electrical system being used in Westport
- Exposed to building wiring and panel wiring
- To attend customers complain via telephone regarding electrical power supply
- To assist contractor.
Customer Care Executive
Concentrix
06.2021 - 03.2023
- Enhanced customer satisfaction by resolving inquiries effectively and efficiently.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Reduced customer complaints with proactive issue identification and resolution strategies.
- Provided excellent customer service by efficiently resolving issues and responding to inquiries.
- Managed a high volume of inbound calls, multitasking effectively to address diverse customer needs simultaneously.
- Took ownership of customers issues to follow problems through to resolution.
- Strengthened customer relationships by listening to customer concerns and giving priority to service requirements.
- Served as a key point of contact for escalated issues, diffusing tension and ensuring prompt resolution.
- Implemented feedback-driven improvements for an enhanced overall customer experience.
- Coordinated with cross-functional teams to address and solve complex customer issues, reducing resolution time.
- Conducted in-depth analysis of customer inquiries, identifying patterns to address systemic issues.
Customer Service Executive
Maxis Telecommunication
04.2019 - 04.2021
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Managed high volume of inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues.
- Described product and service details to customers to provide information on benefits and advantages.
- Reduced average call time through efficient problem-solving skills without sacrificing quality of service provided.
- Contributed towards improving overall customer feedback scores by consistently delivering high-quality service experiences.
- Boosted customer retention rates by providing exceptional service and building rapport with clients.
- Assessed customer service trends and evaluated complaints to determine areas in need of enhancement.
Customer Service Executive
Singtel Kuala Lumpur
03.2016 - 03.2018
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Managed high volume of inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues.
- Described product and service details to customers to provide information on benefits and advantages.
- Reduced average call time through efficient problem-solving skills without sacrificing quality of service provided.
- Escalated critical customer issues to supervisor to avoid lost revenue and canceled policies.
- Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
Internal Audit
Air Asia
01.2011 - 01.2015
- Detect fraud card transaction via sky-speed system
- Create monthly fraud detection report via excel sheet
- Assist Customers on credit card transaction complaint via phone call and e-mails.
Regional Reservation Control (RRC)
Air Asia
01.2010 - 01.2011
- Create credit shell and flight reinstate
- Payment update on debit card transaction
- Assist customer on refund process due to medical and emergency reason via e-mail and phone calls.
Education
High School Diploma -
Kolej WIT
Malaysia 04.2001 -
Skills
Vcb and Acb servicing
Distribution panel wiring
Knowledge of Windows XP, Windows NT & Windows 2000 Advanced Server
Proficient of Microsoft Office 2000 & Office 2003 and 2007
Software: Adobe Reader, Adobe Image Styles
Self-motivated person, extrovert, honest and willing to travel
Ability to learn fast and the desire to acquire knowledge
Customer oriented with good communication and interpersonal skills
Able to give full support and motivate co-workers and also create new ideas
Confident in accepting new experiences and look forward to begin these next challenges
Independent and responsible as demonstrated by my previous employment initiatives and extra curricular activities
Flexible and easy-going person who can adapt to diverse environments and play a key role as part of a team
Lastupdate
08/10/22
Personalparticulars
39, 10/24/83, Malaysian, Male, Single, 831024-10-5585, Diploma, Electric & Electronic Engineering, Electrical, W.I.T College, Malaysia, 07/2004, Computer Repairing & Maintenance, 2000
Preference
True, True, True, Rm5500.00(nego), Immediately
Education Summary
- 1995 - 2000, Sek Men Keb Raja Mahadi Klang, SPM, PASS
- 2001 - 2003, W.I.T collage klang, Selangor, Diploma In Electric & Electronic
Extracurricular Activities
Sek Menegah Kebangsaan Raja Mahadi Klang, School Sports Club 1998/1999, Secretary For Bulan Sabit Merah 1998 / 1999
Languages
English
Upper intermediate (B2)
Malay
Bilingual or Proficient (C2)
Timeline
Customer Service Executive
Aiasc
04.2023 - Current
Customer Care Executive
Concentrix
06.2021 - 03.2023
Customer Service Executive
Maxis Telecommunication
04.2019 - 04.2021
Customer Service Executive
Singtel Kuala Lumpur
03.2016 - 03.2018
Internal Audit
Air Asia
01.2011 - 01.2015
Regional Reservation Control (RRC)
Air Asia
01.2010 - 01.2011
High School Diploma -
Kolej WIT
04.2001 -
Technical And Service Department
Westport Malaysia
1 2005 - 1 2010
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