Rachael Mahalakcheme Gengan
Summary
Managing school administrative tasks, facilitating new enrolments, conducting annual company audits, plan lessons, overseeing office supplies and procurement, as well as ensuring impeccable organization and documentation.
Ability to communicate fluently in English, Tamil & Malay is vital for providing top-notch customer service and addressing inquiries with professionalism. Proficient in MS Office is a cornerstone of a skill set, empowering myself to handle data and documents with precision and efficiency.
Providing frontline customer service and skilled at identifying and resolving issues or concerns by troubleshooting technical problems and addressing billing discrepancies, or finding solutions to complex customer challenges including complaint handling by maintaining a positive and friendly demeanor, even in challenging situations.
Overview
12
12
years of professional experience
Work History
Child Care Administrator
Kidz Meadow Childcare Centre
05.2021 - 01.2023
- Creating engaging and informative lesson materials to facilitate effective teaching.
- Regularly communicating with parents, providing updates on ad hoc matters and child progress, ensuring a strong parent-teacher partnership.
- Assisting in the arrangement and organization of classrooms to create an optimal learning environment.
- Completing paperwork assigned by the center leader to ensure smooth operation and compliance with protocols.
- Providing excellent front-line customer service to parents and visitors, addressing inquiries, and ensuring a welcoming atmosphere.
Childcare Administrator /Teacher
School4kidz
01.2016 - 04.2021
- Front-Line Communication: Serve as the initial point of contact for parents and visitors, offering a friendly and welcoming presence at our childcare facility.
- Parent Inquiries: Address inquiries, concerns, and requests from parents promptly and professionally, both in person and through various communication channels (phone, email, and in writing).
- Enrollment Assistance: Assist parents with the enrollment process, providing information about programs, schedules, fees, and necessary documentation.
- Billing and Payments: Manage billing inquiries, process payments, and provide accurate information regarding fees and financial matters.
- Childcare Updates: Keep parents informed about their child’s daily activities, progress, and any special events or changes in routines.
- Conflict Resolution: Address any concerns or conflicts with parents in a professional and empathetic manner, working towards satisfactory resolutions.
- Documentation: Maintain detailed records of parent interactions, inquiries, and feedback to ensure accurate historical records.
Customer Service Executive
NUSS
01.2011 - 12.2012
- Inbound Communication: Professionally answer inbound calls, addressing customer inquiries, and providing assistance with their requests.
- Email Correspondence: Manage both inbound and outbound emails to effectively communicate with consumers, ensuring timely and informative responses.
- General Customer Inquiries: Handle general customer inquiries, offering helpful information and assistance to enhance the overall customer experience.
- SLA and KPI Compliance: Maintain service level agreements (SLAs) and key performance indicators (KPIs) consistently, striving for excellence in customer service.
- Daily Updates: Keep the manager informed of any daily issues or challenges, providing timely updates for swift resolution.
- ebsite Troubleshooting: Troubleshoot website issues experienced by consumers, ensuring a smooth online experience.
- CRM Data Entry: Utilize the CRM system to input and manage customer details, maintaining accurate and up-to-date records.
- Problem Resolution: Analyze customer problems and proactively work to find solutions, enhancing overall customer satisfaction.
- Escalation Protocol: Escalate complex inquiries or issues to the relevant department for a thorough resolution, ensuring customer problem recovery.
Education
O Levels -
Yuhua Secondary School
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Yuhua Primary School
Skills
Conflict Resolution
Child Development
Detail Oriented
Organization
Crisis-Management
Customer Centric
Microsoft office
CRM
SAP
Languages
English
Timeline
Child Care Administrator
Kidz Meadow Childcare Centre
05.2021 - 01.2023
Childcare Administrator /Teacher
School4kidz
01.2016 - 04.2021
Customer Service Executive
NUSS
01.2011 - 12.2012
O Levels -
Yuhua Secondary School
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Yuhua Primary School
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