Saravanan Kannan
Summary
Well-qualified Training Specialist adept at planning and implementing onsite and remote training programs. Authoritative and clear communicator with enthusiastic style and insightful approach. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
14
14
years of professional experience
Work History
Customer Service Trainer
Dnata Airport Services
Changi Airport
06.2023 - Current
- Developed a thorough understanding of company products and services to provide accurate information during training sessions.
- Successfully on-boarded numerous new hires, providing comprehensive customer service training that led to higher retention rates.
- Implemented ongoing evaluations for trainees, ensuring consistent progress and skill development over time.
- Stayed up-to-date on industry trends and advancements, incorporating new customer service strategies into the training curriculum as needed.
- Created a positive learning environment by fostering open communication and constructive feedback during training sessions.
- Increased efficiency within the team by streamlining processes, emphasizing time management skills during customer service workshops.
- Identified areas of improvement in employee performance and provided targeted coaching to address specific needs.
- Enhanced customer service skills by conducting engaging training sessions for new employees.
- Provided coaching and mentoring to employees.
- Facilitated virtual, in-person and blended learning sessions.
- Used power point to design training for slides employees and increase company retention and productivity rates 100%.
- Entered data into system and updated customer contacts with information to keep records current.
- Reduced errors in data entry tasks by maintaining accurate records and utilizing verification methods.
- Streamlined administrative processes by implementing efficient filing and organizational systems.
- Supported human resources initiatives with new employee onboarding, benefits administration, and recordkeeping tasks.
- Input data into spreadsheets and databases.
- Processed incoming and outgoing mail and packages according to established procedures.
Customer Service Representative
Dnata Airport Services
Changi Airport Singapore
09.2021 - 06.2023
- Leveraged in-depth product knowledge to provide accurate information to customers, ensuring they made informed decisions based on their needs and preferences.
- Developed strong rapport with customers through active listening skills, empathy, and patience in handling their concerns.
- Handled escalated calls professionally while working towards amicable resolutions that satisfied both parties involved.
- Maintained up-to-date knowledge of industry trends, product offerings, and competitor strategies to provide superior support to clients.
- Served as a trusted resource for colleagues seeking guidance on challenging situations or complex issues faced during daily interactions with customers.
Customer Care Executive
StarTek
Medini Johor ,Malaysia
05.2020 - 08.2021
- Enhanced customer satisfaction by resolving inquiries effectively and efficiently.
- Managed a high volume of inbound calls, multitasking effectively to address diverse customer needs simultaneously.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Took ownership of customers issues to follow problems through to resolution.
- Provided excellent customer service by efficiently resolving issues and responding to inquiries.
- Streamlined customer support processes for improved call handling times and resolutions.
Customer Service Representative
Dnata Airport Services
Changi Airport Singapore
01.2011 - 08.2020
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Education
ITE
Singapore, Null, SingaporeSkills
- Task Delegation
- Quality Control
- Staff Training
- Call Monitoring
- Coaching Techniques
- Group facilitation
- New Hire Orientation
- Program Development
- Teamwork and Collaboration
- Time Management
- Problem-solving abilities
- Multitasking
- Critical Thinking
- Organizational Skills
- Decision-Making
- Documentation and Recordkeeping
- Data Entry
- Leadership Development
Languages
English
Bilingual or Proficient (C2)
Indonesian
Upper intermediate (B2)
Tamil
Bilingual or Proficient (C2)
Malay
Bilingual or Proficient (C2)
Chinese (Mandarin)
Beginner (A1)
Timeline
Customer Service Trainer
Dnata Airport Services
06.2023 - Current
Customer Service Representative
Dnata Airport Services
09.2021 - 06.2023
Customer Care Executive
StarTek
05.2020 - 08.2021
Customer Service Representative
Dnata Airport Services
01.2011 - 08.2020
ITE