Summary
Overview
Work History
Education
Skills
Timeline
Generic
Subitha Pillay

Subitha Pillay

Customer Service Senior Executive
Singapore,Singapore

Summary


Knowledgeable and dedicated customer service professional with extensive experience in DSV industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

15
15
years of professional experience
2020
2020
years of post-secondary education
4
4
Languages

Work History

Senior Customer Service Senior Executive

DSV Air & Sea
06.2025 - Current
  • Managed escalated customer issues with diplomacy and professionalism, often turning challenging situations into positive outcomes.
  • Analyzed performance data to identify trends and opportunities for continuous improvement in service delivery.
  • Achieved high levels of first-contact resolution by empowering team members with the necessary knowledge base to address diverse client concerns effectively.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
  • Identified and resolved discrepancies and errors in customer accounts.
  • Implemented new training programs to increase employee knowledge and performance levels.
  • Managed high-stress situations calmly, ensuring positive outcomes for both customers and the company.

Customer Service Executive

DSV Solutions
11.2023 - 06.2025
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
  • Coached and mentored junior team members, contributing to their professional growth and development.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Delivered prompt service to prioritize customer needs.
  • Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
  • Identified and resolved discrepancies and errors in customer accounts.
  • Monitored key performance indicators to ensure continuous improvement in service quality.
  • Collaborated with cross-functional teams to improve overall customer experience within the company.

Customer Service & Admin Executive

LINEHAUL EXPRESS SINGAPORE PTE LTD
01.2022 - 11.2023
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Carry out clerical duties, including answering phones and preparing document.
  • Keep stock of office supplies and place orders when necessary.
  • Manage phone calls and correspondence (e-mail, letter, packages etc.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Answered constant flow of customer calls with minimal wait times.
  • Led, directed, managed and mentored 32 administrative staff members.

Auxiliary Police Officer

AETOS SECURITY MANAGEMENT PTE LTD
12.2021 - 01.2022
  • Served as a visible deterrent for criminal activity by establishing a visible presence within communities while on patrol.
  • Supported local law enforcement officers in controlling large events, ensuring crowd management, and maintaining order.
  • Assisted with traffic control during major incidents, contributing to a smoother flow of vehicles and reducing congestion.
  • Adhered strictly to department policies and procedures when carrying out assigned duties, maintaining a high level of professionalism and integrity at all times.
  • Enhanced public safety by conducting regular foot patrols and maintaining vigilance for any suspicious activities.
  • Ensured the safety and well-being of citizens by providing assistance, information, and direction to those in need during public events or emergencies.
  • Maintained proficiency in using various law enforcement tools such as radio systems, pepper spray, handcuffs, batons, among others.
  • Promoted positive relationships between law enforcement agencies and the community by participating in educational initiatives aimed at crime prevention awareness.

Auxiliary Police Officer – Unarmed

Certis CISCO
01.2017 - 11.2021
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Assist colleagues whenever necessary.
  • Managing day to day entries in the system.
  • Checking payable / supplier invoices and maintain payment schedule.
  • Responsible for handling admin related work.
  • Responsible for checking and generating invoices for customers.
  • Processing Trans - shipments.
  • Coordinate with Dubai & Hong Kong office for minimal accounts related matters.
  • Monitored crowded public areas and events to mitigate risk and promote safety.
  • Patrolled designated areas in patrol vehicle and on foot to identify security and safety issues.
  • Provided for public safety by maintaining order, protecting people and property, and promoting good community relations.
  • Patrolled [Type] location to preserve law and order, deter and detect criminal activity, enforce laws and regulations, respond to citizen requests for assistance and provide public safety.
  • Established and maintained effective working relationships with city staff leaders, outside organizations and public to provide optimal service and protection.
  • Responded promptly to calls for protection of life and property, enforcement of laws and ordinances and public service calls.
  • Completed detailed reports and required paperwork related to serving warrants, investigating criminal activity and force deployments.
  • Respond quickly to dispatch and took appropriate action at possible crime situations in the airport.
  • Monitor and investigate suspicious persons and unusual activities.
  • Direct airport traffic during emergency and congested situations.
  • Instruct suspects on field sobriety tests and used portable equipment to perform tests.
  • Write reports on arrests made, activities performed, and unusual incidents observed.
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
  • Assisted with traffic control during major incidents, contributing to a smoother flow of vehicles and reducing congestion.
  • Adhered strictly to department policies and procedures when carrying out assigned duties, maintaining a high level of professionalism and integrity at all times.
  • Ensured the safety and well-being of citizens by providing assistance, information, and direction to those in need during public events or emergencies.
  • Maintained proficiency in using various law enforcement tools such as radio systems, pepper spray, handcuffs, batons, among others.

Business Process Associate, Regional Sanctions Analyst

AIG Shared Services
01.2014 - 01.2017
  • Carried out day-day-day duties accurately and efficiently.
  • Demonstrated respect, friendliness, and willingness to help wherever needed.
  • Performed duties in accordance with applicable standards, policies, and regulatory guidelines to promote safe working environment.
  • Proved successful working within tight deadlines and fast-paced atmosphere.
  • Developed and maintained courteous and effective working relationships.
  • Identified issues, analyzed information, and provided solutions to problems.
  • Exceeded goals through effective task prioritization and great work ethic.
  • Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
  • Used coordination and planning skills to achieve results according to schedule.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Undertook first level of analysis of the ‘hits' generated through screening to determine whether the ‘hit' is ‘true' or ‘false'.
  • Worked with Regional and Country Compliance and IT Officers in the investigation of ‘hits' generated through screening and to document the rationale for the determination.
  • Reported all ‘potential true hits' to Local Compliance Officer for further investigation or verification.
  • Ensured reporting and escalation of hits procedures is followed through.
  • Reviewed updates to watchlists/ systems and ensuring existing business rules do not conflict with new entries.
  • Conducted training, coaching for new hires, prepared quality, and process improvement initiatives as and when required by management.
  • Participated in various developmental trainings.
  • Managed relationship with business partners through constant communication via conferences, meetings, and emails.
  • Enhanced team collaboration by providing clear communication of complex findings through visualizations and reports.
  • Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
  • Improved internal knowledge sharing by developing comprehensive documentation outlining standard operating procedures for various tasks.
  • Supported budgeting processes by providing accurate forecasts and timely variance analyses.
  • Developed new analytical models that improved forecasting accuracy and reduced risk exposure.
  • Conducted in-depth market analysis to identify trends, guiding strategy adjustments for competitive advantage.
  • Managed multiple projects simultaneously while adhering to strict deadlines and quality standards.

Business Process Associate United Guaranty Validation KPO & Data

AIG Shared Services (M) Sdn Bhd
01.2013 - 01.2017
  • Increased team productivity with effective communication, collaboration, and delegation of tasks.
  • Streamlined business processes by identifying inefficiencies and implementing process improvements.
  • Developed and implemented a robust quality control system to minimize errors and maintain consistent standards of excellence across all business processes.
  • Created a culture of continuous improvement by encouraging team members to actively seek out opportunities for enhancing operational efficiency within their roles.
  • Managed relationships with external partners such as vendors or consultants, ensuring timely delivery of high-quality products or services at competitive prices.
  • Maintained thorough documentation of all business processes, enabling accurate tracking of progress against established targets or benchmarks over time.
  • Enhanced customer satisfaction by analyzing feedback and making necessary adjustments to workflows.
  • Trained team members on updated procedures, ensuring consistent application of best practices throughout the organization.
  • Developed comprehensive project plans for successful implementation of new business initiatives.

Customer Service Executive

Scicom, MSC
01.2012 - 01.2013
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
  • Managed high volume of inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues.
  • Described product and service details to customers to provide information on benefits and advantages.
  • Leveraged strong interpersonal skills to build lasting relationships with customers, fostering brand loyalty and repeat business.
  • Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
  • Developed effective strategies for managing challenging situations, resulting in positive outcomes for both customers and the organization.
  • Collaborated with cross-functional teams to improve overall customer experience within the company.
  • Monitored key performance indicators to ensure continuous improvement in service quality.
  • Assessed customer service trends and evaluated complaints to determine areas in need of enhancement.
  • Resolved customer billing errors by researching issues in system, asking open-ended questions, and determining root causes of problems.
  • Expertly navigated escalating situations, leading to resolutions that satisfied both clients'' needs while adhering to company policies.
  • Implemented new protocols to optimize team performance and deliver consistent results.
  • Maintained up-to-date knowledge of product and service changes.
  • Reduced average call time through efficient problem-solving skills without sacrificing quality of service provided.
  • Contributed towards improving overall customer feedback scores by consistently delivering high-quality service experiences.
  • Escalated critical customer issues to supervisor to avoid lost revenue and canceled policies.

Customer Service Executive

Sudong Sdn Bhd
01.2010 - 01.2012
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
  • Managed high volume of inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues.
  • Described product and service details to customers to provide information on benefits and advantages.
  • Reduced average call time through efficient problem-solving skills without sacrificing quality of service provided.
  • Developed effective strategies for managing challenging situations, resulting in positive outcomes for both customers and the organization.
  • Leveraged strong interpersonal skills to build lasting relationships with customers, fostering brand loyalty and repeat business.
  • Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
  • Collaborated with cross-functional teams to improve overall customer experience within the company.
  • Expertly navigated escalating situations, leading to resolutions that satisfied both clients'' needs while adhering to company policies.
  • Monitored key performance indicators to ensure continuous improvement in service quality.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Maintained up-to-date knowledge of product and service changes.
  • Implemented new protocols to optimize team performance and deliver consistent results.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Sought ways to improve processes and services provided.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Increased efficiency and team productivity by promoting operational best practices.

Education

High School Diploma -

KAPLAN
Singapore
04.2020

Skills

Teammate mentoring

Order status reviews

Billing and payment

Problem-solving

Problem-solving abilities

MS office

Product knowledge

Multitasking Abilities

Customer service excellence

Microsoft office

Computer skills

Decision-making

Problem-solving aptitude

Written communication

Professionalism

Multitasking

Adaptability and flexibility

Team building

Task prioritization

Customer relations

Microsoft exchange

Excellent communication

Customer retention strategies

Complaint handling

Timeline

Senior Customer Service Senior Executive

DSV Air & Sea
06.2025 - Current

Customer Service Executive

DSV Solutions
11.2023 - 06.2025

Customer Service & Admin Executive

LINEHAUL EXPRESS SINGAPORE PTE LTD
01.2022 - 11.2023

Auxiliary Police Officer

AETOS SECURITY MANAGEMENT PTE LTD
12.2021 - 01.2022

Auxiliary Police Officer – Unarmed

Certis CISCO
01.2017 - 11.2021

Business Process Associate, Regional Sanctions Analyst

AIG Shared Services
01.2014 - 01.2017

Business Process Associate United Guaranty Validation KPO & Data

AIG Shared Services (M) Sdn Bhd
01.2013 - 01.2017

Customer Service Executive

Scicom, MSC
01.2012 - 01.2013

Customer Service Executive

Sudong Sdn Bhd
01.2010 - 01.2012

High School Diploma -

KAPLAN

Similar Profiles

CREATE PROFILE
Subitha Pillay Customer Service Senior Executive