Narmatha
Kuala Lumpur
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. Successful Customer Service Professional with 7 years of experience addressing customer requests and concerns. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic handling difficult situations through resourcefulness and adaptability.
Overview
7
7
years of professional experience
Work History
Senior Officer, Fraud Team
United Overseas Bank (UOB)
08.2023 - Current
- Delivered exceptional customer service by understanding client needs, providing tailored solutions, and maintaining open lines of communication throughout all stages of the project lifecycle.
- Assisted customer with their dispute requests, raised service requests on time without any delays to ensure customer received the unauthorized transaction amount credited back into their account.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Aided with the special project requests such as TDSR checking, Killswitch, Abandoned calls as well as callback requests.
- Provided feedback to ensure the improvement of the team.
- Evaluated customer needs and feedback to drive product and service improvements.
Customer Financial Services Representative
Grab
08.2021 - 08.2023
- Handled 40-50 GrabPay inquiries per day from customers as well as merchant inquiries from GrabPay Merchant accounts
- Developed collaborative partnerships with customers and internal business partners to successfully solve complex problems.
- Used web-based and proprietary knowledge bases to locate account and transaction information for customers and colleagues.
- Shared relevant tools with customers as necessary to reduce support call frequency.
- Handled external inquiries during peak periods to reduce wait times and maximize customer satisfaction.
- Provided targeted customer support via email and telephone.
- Studied company products and services to maintain relevant knowledge and deliver top-notch service.
- Connected with prospective, new and established customers to assess and determine individual needs.
- Upheld strict security standards to protect sensitive customer information.
- Answered inbound calls to greet and assist customers with various needs and questions.
- Resolved customer inquiries, complaints and issues providing insightful solutions.
- Responded to customer questions and concerns or escalated to supervisor for resolution.
Credit Card Customer Service Representative
HSBC
12.2020 - 08.2021
- Handled 80-100 calls per day regarding credit card inquiries
- Followed scripts to maintain good call control.
- Used proven techniques to increase sales and promote high-value products.
- Remained calm, composed and polite to deescalate aggressive customer behavior.
- Upsold and cross-sold add-on purchases to increase sales.
- Referred tricky customer issues to designated department for resolution.
- Engaged with customers to understand needs, resolve issues and answer product questions.
- Updated customer accounts with current personal and purchasing information.
- Met and exceeded daily service quality and performance goals.
- Served as friendly first point of contact for customer inquiries.
- Managed time by prioritizing workload and juggling multiple tasks simultaneously.
Reservations Executive and Defect Analyst
Shangri-la Shared Services
09.2018 - 11.2020
- Managed over 50-60 emails and calls per day.
- Maintained up-to-date knowledge of destination facilities and events to provide customers with reliable answers to specific inquiries.
- Identified international travel risks on behalf of clients to avoid negative impact on projects.
- Kept accurate records of incoming and outgoing communications to maintain data integrity for customer interactions and internal reporting.
- Made car rental and hotel reservations and notified travelers of arrangements and revisions.
- Improved guest satisfaction scores dramatically with enhanced customer service strategies.
- Kept our guest happy with their stay by providing knowledgeable service and quick resolutions for all complaints.
- Served all manner of guest needs, including setting up dinner reservations and booking them tickets to hotel activities.
- Answered inquiries pertaining to hotel policies and services, and resolved occupants' complaints.
- Tracked quality control procedures, defects and quality control data to stay on top of trends in the group's production activities.
- Taught colleagues how to spot defect in emails/calls to prevent future problems.
- Evaluated the quality of daily emails by collecting and analyzing routine quality samples.
- Completed assigned tasks with little or no supervision.
Education
Diploma - Mass Communications
KDU University College
Penang06.2017
Skills
- Financial services - Very Good
- High-quality customer service - Excellent
- Complaint resolution - Very Good
- Excellent written and oral communication - Excellent
- Creative problem solving - Excellent
- Defect tracking - Excellent
- Defect investigations - Excellent
- Customer relationship building - Very Good
Languages
English - Excellent
Malay - Excellent
Tamil - Good
Hindi - Average
Accomplishments
- Mentored new customer service representatives in telephone etiquette and problem solving skills, improving their overall confidence and enabling them to begin taking calls within days of hire.
- Received Best Customer Service Executive award for 4 consecutive quarters.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
Timeline
Senior Officer, Fraud Team
United Overseas Bank (UOB)
08.2023 - Current
Customer Financial Services Representative
Grab
08.2021 - 08.2023
Credit Card Customer Service Representative
HSBC
12.2020 - 08.2021
Reservations Executive and Defect Analyst
Shangri-la Shared Services
09.2018 - 11.2020
Diploma - Mass Communications
KDU University College
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