Tinushena Nathan
Senior Contact Centre Advisor
Summary
Experienced with over 15 years of experience in customer service sector. Excellent reputation for resolving problems and improving customer satisfaction. Results-focused and successful at engaging with staff by discussing sales performance, maintaining accountability and acknowledging excellent performance. Driven to maintain service standards by supporting staff in handling service issues and customer communications.
Overview
15
15
years of professional experience
Work History
Senior Contact Centre Advisor
DHL Express Singapore
01.2018 - Current
- Developed long-lasting relationships with clients to ensure consistent retention and loyalty.
- Maintained up-to-date knowledge on industry trends and regulations, ensuring accurate advice was provided to clients at all times.
- Mentored junior advisors, fostering a supportive team environment focused on growth and learning.
- Utilized advanced CRM tools to track client interactions efficiently while maintaining detailed records of their individual goals, preferences, and concerns.
Contact Centre Supervisor
Citigroup Transactions & Services Singapore
01.2010 - 06.2017
- Developed training programs to enhance agent skill sets, leading to improved performance metrics across the board.
- Developed process controls and metrics for daily management of call center.
- Increased first-call resolution rates by equipping agents with comprehensive knowledge of products and services.
- Achieved high-quality service levels by continuously monitoring calls and providing constructive feedback to agents.
Education
Sijil Pelajaran Malaysia (SPM)
04.2001 -
Sijil Pelajaran Tinggi Malaysia (STPM)
Bachelor In Business Management With Honours
Skills
Presentations and public speaking
Additional Information
- Involved in project to Improve Average Handing time
- Part of project to launch Chatify widgets
- Secondment as Facility Coordinator (6 Months)
- Secondment as Warehouse Team Lead (6 Months)
Timeline
Senior Contact Centre Advisor
DHL Express Singapore
01.2018 - Current
Contact Centre Supervisor
Citigroup Transactions & Services Singapore
01.2010 - 06.2017
Sijil Pelajaran Malaysia (SPM)
04.2001 -
Sijil Pelajaran Tinggi Malaysia (STPM)
Bachelor In Business Management With Honours
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