Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
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Saraswathy Phannirselven

Saraswathy Phannirselven

Singapore

Summary

Driven customer support executive with experience as primary point of escalation for high-level client questions, needs, wants and complaints. Passionate about delivering superior interactions with customers by hearing issues, requirements and requests to provide first-class customized solutions. Dedicated to identifying trends by analyzing customer inquiries and complaints to develop rapid solutions. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Highly motivated and driven to achieve set goals and targets.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Customer Support Executive

Triterras Fintech
10.2019 - 07.2023
  • Client monthly billing - Invoice check for UAE and Singapore clients.
  • Prepare Monthly/Quarterly/Yearly concentration reports for higher management.
  • Maintaining and Monitoring on payment collections (Payment recovery) - All outstanding amounts due for payment, Tracking of Demand & Statutory Letters, Email reminders for all overdue clients, Email Client invoices (Monthly), Email Upcoming Payment Reminder.
  • Onboarding of new clients onto the platform /Running KYC checks on Artemis.
  • Check and update all client user manuals monthly.
  • Perform User Acceptance Testing to verify changes implemented, identify bugs and provide feedback for KRATOS platform.
  • Ensure all client trading instructions are executed appropriately on the KRARTOS systems and exceptions, client feedback or complaints are dealt with or escalated appropriately to the relevant teams.
  • Attention to details on the administration side.
  • Ensuring all documents such as Contract, Invoice and Bill of Lading are checked and accurate.
  • Provided excellent customer service by efficiently resolving issues and responding to inquiries.
  • Delivering technical training programs within the system such as KRATOS & User Access Matrix.
  • Maintain accurate and timely financial reporting and data collection for company's internal audit.
  • Provided backup to front desk to step in to assist with various tasks whenever employee was absent.
  • Delivered exceptional training to new team members on maintaining, monitoring and extracting information from all documents onto Excel for future references and operate KRATOS platform.

Customer Service Officer

StudyWorks Pte Ltd
10.2016 - 10.2019
  • Administrative and customer service management.
  • Invigilator and intake administrator for StudyWorks examination process for both locals and foreign candidates.
  • Liaison officer between local setup and KL HQ.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Counted cash drawers, checked supplies and completed any other required opening or closing task to facilitate smooth team operations.
  • Delivered exceptional training and hands-on motivation to team members.

Management Executive

Ministry of Home Affairs
04.2016 - 10.2016
  • Processed vital documentation, completed forms and obtained appropriate insurance verification and authorization for services.
  • Drafted reports and documents to improve correspondence management, schedule coordination and recordkeeping.
  • Upkeeping and organization of company documentation into systems.
  • Clerical and administrative duties as required by Head of Department.

Management Support Officer

Ministry of Social and Family Development
10.2015 - 03.2016
  • Handled confidential and sensitive information with discretion and tact.
  • Assistant to Psychologists for Social cases.
  • Clerical and administrative duties as required by Senior Psychologists.
  • Event Organizer at Departmental Level.
  • Responded to emails and other correspondence to facilitate communication.
  • Organized and coordinated conferences and monthly meetings.

Education

Bachelor of Science - Behavioral Studies, Psychology

Oklahoma City University-MDIS
Singapore
04.2019

Diploma - Diploma in Technology in Arts

Republic Polytechnic
Singapore
04.2015

Skills

  • Excellent Communications Skills
  • Idea Pitching
  • Software Competency for Administrative works
  • Detail-oriented individual for Event Organization and Liaison Duties
  • Client Satisfaction
  • Training and Demonstration Development
  • Customer Service and Assistance
  • Handling Complaints
  • Administration and Operations Support
  • Performance Goals

Certification

  • Certificate of Completion - Excel: Lookup Functions in Depth
  • Certificate of Completion - Time Management Fundamentals
  • Certificate of Completion - Onboarding and Adoption Best Practices for Customer Success Management

Languages

English
Tamil

Timeline

Customer Support Executive

Triterras Fintech
10.2019 - 07.2023

Customer Service Officer

StudyWorks Pte Ltd
10.2016 - 10.2019

Management Executive

Ministry of Home Affairs
04.2016 - 10.2016

Management Support Officer

Ministry of Social and Family Development
10.2015 - 03.2016

Bachelor of Science - Behavioral Studies, Psychology

Oklahoma City University-MDIS

Diploma - Diploma in Technology in Arts

Republic Polytechnic

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Saraswathy Phannirselven