SHATISHVARAJ A/L RAJENDRAN
Assitant Team Lead
Ulu Kinta
Summary
Experienced professional with extensive expertise in service line management And front-end customer interactions. And the ability to lead large teams. Ease of developing good interpersonal relationships and ensuring customer satisfaction.
Overview
10
10
years of professional experience
4
4
Languages
Work History
Assistant Team Lead-Flight OB
Trip.Com
08.2025 - Current
- Assisting in Q&A by agent on daily task or case handling
- Preparing daily RCA of new cases
- Validating call and chat that has received with agent error.
- Validating random chat and call on daily basis to check on agent quality and performance is aligned to the standard.
- RCA done on monthly basis of 20 cases for personal KPI.
- Assisting TL on daily task.
- Monitor daily attandance and communication with RWFM team.
- Check on team monthly performance and prepare the data
Customer Advisor-Flight OB
Trip.Com
11.2024 - 07.2025
- Deliver excellent customer service through our communication channels via phone, chat, or email.
- Communicate effectively and professionally with customers, showing empathy and patience.
- Driven towards achieving individual KPIs and Team Goals
- Continuously identifying work process improvements and provide prompt feedback during 1:1 sessions as well as team meetings
- Work as a part of a high-performing team, supporting and helping colleagues and your Team Lead as required.
- Advocate the Trip.com culture both internally and externally.
- Taking ownership of customer concerns and passionate in solving end-to-end travel challenges
Process Associate - American Airlines
IGT Solutions PVT LTD
01.2023 - 08.2024
- Respond to customer queries in a timely and accurate way, via live chat.
- Analyzing and reporting product malfunctions
- Provide support to the team during shortage of man power.
- Monitor customer complaints on the system and reach out to provide assistance.
- Update our internal databases with information about technical issues and useful discussions with customers.
- Attend training to enhance skills.
- Analyzes problems accoutered by customers.
- Maintained weekly KPI and performances.
- Providing extra information and solutions to customers.
Customer Service Executive - Malaysia Airline
Scicom (MSC) Berhad
04.2022 - 01.2023
- Assist with all incoming enquiries pertaining to travel reservations, products and services.
- Assist with all promotion and marketing campaign enquiries.
- Resolve customer complaints and enquiries in relation to changes in travel dates and related services.
- Assist/undertake any other tasks as assigned by management.
- Processing orders, forms, applications, and requests.
- Keeping records of customer interactions, transactions, comments, and complaints.
- Communicating and coordinating with colleagues as necessary.
Assistant Chef 1
Carnival Cruise Line, Galveston
01.2019 - 01.2020
- Able to Organize and prepare mis en place
- Able to Measures and mixes ingredients according to recipe to prepare soups, salads, gravies, desserts, sauces, and casseroles.
- Able to perform multitask activities such as wash, peel, cut and shred fruits and vegetables.
- Able to butcher chicken, fish and shellfish.
- Able to demonstrate culinary fundamentals and knife skills
- Ability to fill-in at other stations when chefs are absent.
- Responsible for inventory, preparation and presentation of select dishes and food items
- Assist the Head chef on creating scheduling of other cooks.
Cook 1
Flamingo Hotel By The Beach
01.2017 - 01.2018
- Western Production Kitchen
- Preparing, cooking and presenting dishes within my speciality
- Managing and training any trainee and commis working under me
- Helping the sous chef and head chef to develop new dishes and menus
- Produce the sauces for the a-la-carte kitchen.
- Produce food for function.
- Produce food for any important event.
- Maintaining the cleanliness and standards of the kitchen.
Cook 2 (Cold Kitchen In-Charge)
MH Hotel
01.2016 - 01.2017
- Preparing, cooking and presenting dishes within my specialty
- Managing and training any trainee and commis working with me
- Helping the sous chef and head chef to develop new dishes and menus
- Ensuring me and my team have high standards of food hygiene and follow the rules of health and safety
- Monitoring portion and waste control to maintain profit margins
- Check stocks and do the necessary market list ordering
- Do the inventory list end of the month.
- Prepare the schedule for the kitchen staff.
- Do the necessary documents for the chef such as email to suppliers and etc.
Kitchen Trainee
Impiana Hotel
01.2016 - 01.2016
- Assists with another station as assigned by the Chef de Partie.
- Collects store items as required from the main kitchen.
- Cleans and maintains kitchen equipment and reports any repair or maintenance needed.
- Directs subordinates, and/or other helpers in dishing foods, preparing portions, serving, and cleaning work areas and utensils, and personally participates in such task.
- Performs other related work as required.
- Prepares his mise-en-place for next day
Education
Diploma - Culinary Arts
College of Technology Perak
01.2017
Secondary School - undefined
SMK Dato Panglima Perang Kiri
01.2011
Primary School - undefined
SK Pendita Za'Ba
01.2011
Skills
- Administrative Tasks: Intermediate
Experienced with Microsoft Office applications
Cross-functional teamwork
Coaching and guidance
Strategic work organization
References
Thiviyah, Manee, Trip.com Flight OB Team Lead, thiviyah.manee@trip.com, Trip.com, Suite 36.02 Level 36, Menara Exchange 106, Lingkaran TRX, Tun Razak Exchange, Kuala Lumpur, Malaysia, 55188
Accomplishments
- Completed Passenger Ship Crowd Management Training
- Completed Crisis Management and Human Behavior Training
- Completed Security Awareness Training for All Seafarers.
- Participate Food Management Course.
- Anti Bribery and anti corruption course
- Service Excellence Championship Flight Production Line Preliminary Round Winner
Awards
Anugerah Remaja Rakan Muda., Anugerah Kem Ketua Patrol Muda Negeri Perak., penguji Dan Urus Setia Peringkat Daerah., Kem Ujian Sikap Pengakap Raja., Top Csat Achiever of May 2023, G2 Q1 Top Csat Achiver 2025
Timeline
Assistant Team Lead-Flight OB
Trip.Com
08.2025 - Current
Customer Advisor-Flight OB
Trip.Com
11.2024 - 07.2025
Process Associate - American Airlines
IGT Solutions PVT LTD
01.2023 - 08.2024
Customer Service Executive - Malaysia Airline
Scicom (MSC) Berhad
04.2022 - 01.2023
Assistant Chef 1
Carnival Cruise Line, Galveston
01.2019 - 01.2020
Cook 1
Flamingo Hotel By The Beach
01.2017 - 01.2018
Cook 2 (Cold Kitchen In-Charge)
MH Hotel
01.2016 - 01.2017
Kitchen Trainee
Impiana Hotel
01.2016 - 01.2016
Secondary School - undefined
SMK Dato Panglima Perang Kiri
Primary School - undefined
SK Pendita Za'Ba
Diploma - Culinary Arts
College of Technology Perak
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