Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

MEGALA D/O GNANASEKARAN

Customer Service Officer
Klang

Summary

Able to work in minimum supervision and a team player. Effective communication and negotiation abilities. Self-reliant, confident, good business sense, and quick learner. Capable of excellent report writing and verbal communication at all levels. Committed, dedicated, and willing to offer and enhance workflow. Capable of spotting problems and finding solutions.

Overview

13
13
years of professional experience
3
3
Languages

Work History

Senior Customer Service Officer

UOB
09.2023 - Current
  • Review and assess scam-related cases from the Contact Centre to identify, liaise, and resolve customer issues completely and promptly.
  • Ensure validity of each case escalated prior to escalating out to Fraud Support Team, Business Unit, Servicing Units and ensure quality of servicing is maintained.
  • Liaise with other business owners and stakeholders for acknowledgement, follow-up on any actions and feedback requested by customers through Fraud Support Team is carried out efficiently and within timeline
  • Observe all follow-up within internal and external parties to resolve requests/feedback promptly within the established service turnaround time.
  • Ensures that respective business owners acknowledge escalation requests and resolve the customers’ requests promptly within the established service turnaround time.
  • Monitor Business Unites and Servicing Units adherence to rules, regulations and procedures and escalate to respective senior management promptly.
  • Handle cases end-to-end ensuring all callbacks to address customers’ matter are completed within the timeline promised or requested by customer.

Customer Service Executive

DBS Bank Pte Ltd
10.2022 - 06.2023
  • Actively respond to incoming enquiries, incidents, and service requests via calls and emails within the agreed time frame, according to the written protocols, and in a way that is both professional and client focused.
  • Identify, analyze, record, and manage all issues with reported users in the Credit Card
  • Perform first level troubleshooting with or without remote tools on desktop and basic systems / network issues.
  • In accordance with the Service Level Agreement (SLA) on problem resolution, escalate requests and issues to the proper resolver group.
  • Produce regular status reports on all open incidents and service requests, and close tickets in accordance with SLA.
  • Ensure that daily duties are carried out in accordance with SOPs.
  • Any other ad hoc tasks that may be assigned or requested.

Customer Service Executive / Quality Analyst

Tele-centre Services Pte Ltd
07.2019 - 07.2021
  • Take consumer inquiries about CapitaVouchers and retail inquiries from CapitaLand Pte Ltd. and react.
  • Always maintain integrity when dealing with customers.
  • To provide effective and efficient service to satisfy consumer needs.
  • Look into consumer and product complaints.
  • Assure continued compliance to industry standards and quality criteria.
  • Respond to emails asking about corporate purchases of gift vouchers.
  • Make correctional recommendations, put them into practice, and keep an eye on them to make that quality assurance criteria are met.
  • Use test scripts to assess the reliability and quality of the service or product.
  • Create invoices and plan for payment.
  • Assessing or creating email draughts.
  • Attend client meetings.

Customer Service Executive

Maybank Group Customer Care
09.2013 - 06.2019
  • Take consumer enquiries about account balances, transaction details, statements, and fees and charges and respond to them.
  • Opening a new account or closing one. (Credit Card)
  • Overseas updates.
  • Promote bank services and products.
  • Calls are handled in a way that increases general client satisfaction.
  • To provide effective and efficient service to satisfy consumer needs.
  • Always maintain integrity when dealing with customers.

English Teacher (INTERNSHIP)

Sekolah Kebangsaan Seksyen 20
04.2012 - 11.2012
  • Create lesson plans and conduct English and Moral Education classes for students in Year 5.
  • Evaluates students' progress.
  • Keep order in the classroom.
  • Engages in activities to enhance performance indicators.
  • Upholds regular routines for classroom management, cleanliness, and general physical environment.

Education

Diploma - TESL

Management & Science University
Malaysia
04.2001 -

Skills

    Complaint handling

    Problem resolution

    CRM software

    Customer service

    Call center experience

    Computer skills

    Multitasking Abilities

References

Available upon request

Timeline

Senior Customer Service Officer

UOB
09.2023 - Current

Customer Service Executive

DBS Bank Pte Ltd
10.2022 - 06.2023

Customer Service Executive / Quality Analyst

Tele-centre Services Pte Ltd
07.2019 - 07.2021

Customer Service Executive

Maybank Group Customer Care
09.2013 - 06.2019

English Teacher (INTERNSHIP)

Sekolah Kebangsaan Seksyen 20
04.2012 - 11.2012

Diploma - TESL

Management & Science University
04.2001 -

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MEGALA D/O GNANASEKARANCustomer Service Officer