Priya Krishna
Batu Caves
Summary
Results-driven professional with expertise in team leadership, operational management, and customer service. Skilled in performance coaching, strategic planning, and exceeding targets. Experienced in managing cross-functional teams, resolving complex issues, and ensuring compliance with regulatory standards. Highly motivated and adaptable, with a strong commitment to continuous learning and growth.
Overview
20
20
years of professional experience
Work History
INBOUND SALES AND SUPPORT SPECIALIST
TELEPERFORMANCE MALAYSIA
09.2023 - Current
- Achieved monthly sales targets by offering tailored solutions for domains, hosting, and email services.
- Provided technical support, resolving issues related to websites, hosting, email, and domains.
- Built strong customer relationships through effective communication and problem-solving.
- Collaborated with team members to improve service delivery and sales performance.
- Managed and prioritized inbound inquiries with efficiency and professionalism.
- Educated customers on product features to help them make informed business decisions.
- Stayed current on GoDaddy’s offerings, ensuring accurate and up-to-date customer information.
TEAM LEADER
IGT SOLUTIONS PVT. LTD
Shah Alam
08.2022 - 08.2023
- Led staff meetings to delegate tasks, assign workloads, and communicate shifting priorities.
- Resolved complaints and disputes from staff, management, and clients with effective problem-solving.
- Conducted audits and risk assessments to ensure compliance with regulations.
- Motivated teams to exceed goals through incentives, team-building activities, and consistent support.
- Monitored team performance, tracked key metrics, and addressed underperformance.
- Enforced policies and trained new customer service staff to ensure operational success.
- Handled complex customer inquiries and disputes, providing effective resolutions.
- Ensured adherence to procedures and KPIs, developing improvement plans as necessary.
- Integrated process improvements to optimize workflow and meet SLAs.
- Assisted with recruitment, interviewing, and onboarding of new team members.
- Provided performance evaluations and constructive feedback to improve quality and goal achievement.
- Investigated operational issues, identified root causes, and recommended corrective actions.
- Analyzed business processes to identify strengths, weaknesses, and areas for improvement.
ASSOCIATE CUSTOMER SUPPORT
DXC TECHNOLOGIES SDN BHD
Petaling Jaya
04.2020 - 07.2022
- Managed escalated complaints with diplomacy, ensuring customer satisfaction.
- Established a friendly rapport with customers via phone, email, and live chat.
- Maintained efficient customer service during peak business hours, with energy and focus.
- Resolved service complaints and provided accurate information for customer inquiries.
- Built strong customer relationships through courteous and professional communication.
- Handled complaints calmly, offering solutions to promote customer loyalty.
- Diagnosed and resolved technical issues, achieving first-time resolution.
- Trained and mentored the customer service team on service standards, loyalty programs, and sales techniques.
- Handled sensitive data with discretion, minimizing the risk of fraud and theft.
TEAM LEADER
PACIFIC ASIAWIDE CORPORATION
Mid Valley
03.2019 - 02.2020
- Led staff meetings to delegate tasks, assign workloads, and communicate changing priorities.
- Handled complaints from staff, management, and clients with strong problem-solving and dispute-resolution skills.
- Fostered open, professional relationships with team members to resolve issues effectively.
- Monitored team performance through observations and key metrics, addressing underperformance.
- Planned and delegated workloads to manage seasonal demand fluctuations.
- Served as customer service team lead, enforcing policies and training new staff.
- Ensured adherence to procedures and KPI targets, meeting SLA goals.
- Assisted with recruitment, interviewing, and onboarding of new team members.
- Provided constructive feedback to improve performance and goal achievement.
- Investigated operational issues, identified root causes, and recommended corrective actions.
RESTAURANT CAPTAIN
MARINA BAY SANDS PTE. LTD
Marina Bay
02.2017 - 01.2019
- Coordinated shift schedules, leveraging staff strengths, to ensure cohesive service.
- Motivated servers and hosts to deliver exceptional customer care, responding proactively to guest needs.
- Managed team coordination to ensure accurate and prompt order taking, serving, and clearing.
- Anticipated and addressed guests' service needs, ensuring a positive dining experience.
- Delivered exceptional front-of-house service, exceeding customer expectations.
- Completed daily opening and closing checklists to maintain standards and prepare dining rooms.
- Resolved customer complaints quickly, escalating larger issues to management.
- Trained and mentored large waitstaff teams, improving service efficiency.
- Provided friendly and fast service during peak hours, managing high-volume orders.
- Led by example in offering courteous service, enhancing overall customer care.
SENIOR EXECUTIVE
TELEDIRECT TELECOMMERCE SDN BHD
KL Sentral
06.2016 - 01.2017
- Delivered high-level service to build long-term customer relationships.
- Provided individualized feedback and guidance to employees based on task performance.
- Increased efficiency and profitability by managing team productivity, costs, and budgets.
- Developed and implemented training programs to exceed employee retention targets.
- Directed hiring and training of new managers to drive organizational improvements.
- Delivered speeches at events and conferences to raise brand awareness.
- Formulated business plans to maximize growth and reduce costs.
- Ensured compliance with company policies and legal guidelines through staff oversight.
CUSTOMER SERVICE PROFESSIONAL
SRG ASIA PACIFIC SDN BHD
KL Sentral
12.2014 - 05.2016
- Applied knowledge of company policies, escalated critical issues, and ensured queries followed best practices.
- Diagnosed and resolved technical issues, achieving timely, first-time resolutions.
- Addressed escalated complaints with diplomacy, ensuring customer satisfaction.
- Built rapport with customers via phone, email, and live chat, fostering positive relationships.
- Followed up on customer issues to verify satisfaction beyond the initial resolution.
- Trained and mentored the customer service team on service standards, loyalty programs, and sales techniques.
- Tracked recurring issues and prepared reports for management to address trends.
- Coordinated referrals and escalations to secure specialized support.
- Monitored email communications to promptly address and resolve complaints.
SENIOR EXECUTIVE
CIMB INVESTMENT BANK BERHAD
Bukit Damansara
02.2014 - 05.2014
- Delivered high-level service to build long-term customer relationships.
- Provided individualized feedback to employees based on job task reviews.
- Implemented training programs for new hires to exceed retention targets.
- Developed and maintained strategic client relationships.
- Conducted financial analysis to assess risks and benefits.
- Directed hiring and training of new managers to drive organizational improvements.
- Drafted reports to present developments and issues at board meetings.
- Used sound judgment to resolve challenging situations and provide insightful solutions.
ASST. TEAM LEADER CUM HEAD OF ACADEMIC BAY COACH
SCICOM (MSC) BERHAD
Menara TA
01.2010 - 04.2013
- Coached and mentored high-performing service teams, setting the standard for excellent customer care.
- Recruited dedicated staff to uphold brand values, and deliver exceptional customer experiences.
- Communicated daily tasks clearly to ensure timely and efficient business operations.
- Incentivized staff to meet KPIs, maintaining high performance compared to national teams.
- Motivated teams to meet business standards, ensuring consistent service quality.
- Handled complaints from staff, management, and clients with strong problem-solving and dispute resolution skills.
- Monitored team performance through observations and key metrics, addressing underperformance.
- Ensured adherence to procedures and KPIs, driving consistent operational success.
- Led staff meetings to delegate tasks, assign workloads, and communicate shifting priorities.
- Provided constructive feedback to employees based on quality assurance measures.
- Assisted with team recruitment, interviewing, and onboarding new staff.
- Implemented process improvements to optimize workflow and efficiency.
CUSTOMER SERVICE OFFICER
ALLIANCE BANK, M) BERHAD, MSC) BERHAD
Menara Multi-Purpose
01.2009 - 12.2009
- Stored client and company files securely on CRM, ensuring compliance with confidentiality laws.
- Resolved complex complaints and handled angry customers professionally, providing favorable solutions.
- Maintained high customer satisfaction through friendly, helpful, and informative service.
- Communicated with customers via phone, chat, and email to assess needs and provide solutions.
- Monitored team operations and collaborated with colleagues to meet communication targets.
- Offered advice and guidance to enhance customer satisfaction and loyalty.
- Built rapport with customers quickly to identify needs and deliver tailored solutions.
- Identified areas for improvement in customer care and proposed actionable solutions.
FINANCIAL SERVICES CLERK
AMBANK (M) BERHAD
Bangsar Utama
05.2006 - 02.2007
- Managed a secure and organized document filing system for account records, ensuring data confidentiality.
- Coordinated workflows and delegated tasks for bill checking, posting, and credit note processes.
- Executed account updates and maintained accurate account information in company data systems.
- Participated in team meetings to address issues, priorities, and outstanding accounts, enhancing department operations.
- Analyzed billing procedures to identify backlogs and implement efficiency improvements.
- Compiled financial data and generated billing reports to reconcile past-due accounts.
- Reviewed financial information to ensure accuracy before publishing in the accounting system.
- Communicated with clients, partners, and internal departments to resolve financial issues and provide clarifications.
GENERAL CLERK
SIN YUEN HARDWARE TRADING SDN BHD
Selayang Baru
01.2005 - 06.2005
- Ensured smooth office operations by implementing procedure and policy improvements.
- Trained new staff on company procedures, operational best practices, and software systems.
- Safeguarded sensitive data in compliance with security protocols.
- Assessed and addressed customer needs through clear communication and prompt responses.
- Updated and maintained account information in company data systems.
- Managed client communications via phone and email.
- Stayed informed on industry trends and process improvements.
- Operated equipment to consistently exceed production targets.
Education
Certificate of Higher Education - History & Economics
SMK DARUL EHSAN
Selayang, Malaysia01.2006
Certificate of Higher Education - Social Science
SMK Taman Selayang
Selayang, Malaysia01.2004
Skills
Leadership & Team Management
- Team Leadership & Development
- Staff Appraisals & Performance Feedback
- Training, Coaching, & Mentorship
- Recruitment, Hiring & Onboarding
- Task Delegation & Workload Distribution
- Team-Building Coordination & Motivation
- Goal Setting & Development Planning
- SLA Compliance & KPI Management
- Operational Planning & Strategy
- Priority Management & Process Optimization
- Complaint Resolution & Conflict Management
- Competitor Analysis & Market Insights
- Advanced MS Excel (including VLOOKUP, pivot tables)
- Technological Expertise in [specific software/tools]
- Outstanding Customer Service & Satisfaction
- Effective Complaint Resolution & Client Retention
- Office Administration & Workflow Management
- In-depth Understanding of Regulatory Requirements
Accomplishments
- Best Team Leader
Languages
- English, Proficient
- Malay, Proficient
- Tamil, Proficient
Additional Information
- Strong ability to work under pressure
- Willing to work extra hours as needed
- Collaborative team player
- Open to travel for outstation assignments
- Effective communication across all organizational levels
- Self-motivated and results-driven
- Capable of working independently with minimal supervision
- Eager and willing to continuously learn and develop new skills
References
References available upon request.
Timeline
INBOUND SALES AND SUPPORT SPECIALIST
TELEPERFORMANCE MALAYSIA
09.2023 - Current
TEAM LEADER
IGT SOLUTIONS PVT. LTD
08.2022 - 08.2023
ASSOCIATE CUSTOMER SUPPORT
DXC TECHNOLOGIES SDN BHD
04.2020 - 07.2022
TEAM LEADER
PACIFIC ASIAWIDE CORPORATION
03.2019 - 02.2020
RESTAURANT CAPTAIN
MARINA BAY SANDS PTE. LTD
02.2017 - 01.2019
SENIOR EXECUTIVE
TELEDIRECT TELECOMMERCE SDN BHD
06.2016 - 01.2017
CUSTOMER SERVICE PROFESSIONAL
SRG ASIA PACIFIC SDN BHD
12.2014 - 05.2016
SENIOR EXECUTIVE
CIMB INVESTMENT BANK BERHAD
02.2014 - 05.2014
ASST. TEAM LEADER CUM HEAD OF ACADEMIC BAY COACH
SCICOM (MSC) BERHAD
01.2010 - 04.2013
CUSTOMER SERVICE OFFICER
ALLIANCE BANK, M) BERHAD, MSC) BERHAD
01.2009 - 12.2009
FINANCIAL SERVICES CLERK
AMBANK (M) BERHAD
05.2006 - 02.2007
GENERAL CLERK
SIN YUEN HARDWARE TRADING SDN BHD
01.2005 - 06.2005
Certificate of Higher Education - History & Economics
SMK DARUL EHSAN
Certificate of Higher Education - Social Science
SMK Taman Selayang
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