SARAVANAN RATHA
Johor
Summary
Customer Service Executive Assistant with 14+ years’ experience across property management, retail, and hospitality. Skilled in team leadership, event planning, manpower scheduling, customer experience, and operational management. Proven ability to manage promotions, digital platforms, and tenant relations while driving service standards and process improvements. Recognized for strong conflict resolution, staff training, and building long-term customer loyalty.
Overview
22
22
years of professional experience
Work History
Customer Service Executive Assistant
UOL Group Limited
08.2023 - Current
- Plan and execute mall events, promotional activities, and tenant engagement programmes.
- Manage manpower scheduling and daily rosters to ensure smooth customer service operations.
- Handle inventory for promotional items, redemption premiums, and vouchers.
- Maintain and update mall website, directories, and digital content.
- Address shopper and tenant feedback, complaints, and inquiries with timely resolutions.
- Troubleshoot and coordinate repairs for mall’s digital screens and directories.
- Lead and mentor Customer Service Officers (CSOs), conducting training, SOP briefings, and performance reviews.
- Collaborate with tenants, security, and HQ to ensure seamless operations and alignment with service standards.
- Oversee daily reporting, cash handling, and claims submission (transport, OT, flexi claims).
- Implement customer service benchmarks and process improvements to enhance quality and efficiency.
Customer Service Officer
Frasers Property Limited (Century Square)
11.2017 - 07.2023
- Delivered frontline service and resolved customer inquiries via calls, emails, and in-person.
- Supported mall promotions, loyalty programme (Jeri Pay), and redemption activities.
- Coordinated event logistics, inventory management, and reporting of promotions.
- Trained and supervised new CSOs, improving team efficiency and service quality.
Guest Service Executive
Village Hotel Albert Court
05.2011 - 04.2017
- Oversaw front desk operations including check-ins, check-outs, and complaint resolution.
- Provided concierge support, visitor management, and luggage assistance.
- Assisted with lounge, bar, and housekeeping duties to support overall guest experience.
Customer Service (Outbound Support)
TMNET UNIFI (Telekom)
07.2010 - 06.2011
- Provided first-line technical and customer support for UNIFI services.
- Logged and resolved incidents, escalating complex cases where necessary.
- Maintained SLA compliance through effective troubleshooting and case management.
Airline Specialist / Guest Relations Roles
Swissotel The Stamford
07.2008 - 06.2010
- Managed check-in/check-out for airline crew and VIP guests.
- Coordinated with SATS for flight schedules, wake-up calls, and logistics.
- Supervised night operations, guest complaints, and prepared reports.
Production Supervisor / QC Officer
Esynk Remanufacturing Sdn Bhd
08.2003 - 01.2008
- Supervised daily production operations ensuring quality, safety, and efficiency.
- Conducted QC checks, R&D testing, and warranty reporting.
- Coordinated vendor relations and resolved product issues for customers.
PCB Operator
Samsung Sdn Bhd
04.2003 - 08.2003
- Conducted PCB testing and quality checks for monitors and LCD systems.
Education
Diploma - Business Studies (MIS)
Institut Mutiara Mopar Kajang
01.2007
Professional Certificate - Assistant Management Information System
Institut Mutiara Mopar Kajang
01.2006
Skills
- Customer Service & Relationship Management
- Event Planning & Promotion Coordination
- Manpower Scheduling & Team Leadership
- Complaint Handling & Conflict Resolution
- Operational & HR Administration
- Website & Digital Directory Management
- MS Office Suite, Adobe Photoshop, TeamViewer
- Computer Troubleshooting & Networking
LANGUAGES
Bahasa Malaysia: 10/10 (Spoken & Written)
Tamil: 10/10 (Spoken), 0/10 (Written)
English: 9/10 (Spoken & Written)
Timeline
Customer Service Executive Assistant
UOL Group Limited
08.2023 - Current
Customer Service Officer
Frasers Property Limited (Century Square)
11.2017 - 07.2023
Guest Service Executive
Village Hotel Albert Court
05.2011 - 04.2017
Customer Service (Outbound Support)
TMNET UNIFI (Telekom)
07.2010 - 06.2011
Airline Specialist / Guest Relations Roles
Swissotel The Stamford
07.2008 - 06.2010
Production Supervisor / QC Officer
Esynk Remanufacturing Sdn Bhd
08.2003 - 01.2008
PCB Operator
Samsung Sdn Bhd
04.2003 - 08.2003
Professional Certificate - Assistant Management Information System
Institut Mutiara Mopar Kajang
Diploma - Business Studies (MIS)
Institut Mutiara Mopar Kajang
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