VASHNAVI CHANDARAN
Summary
Known for enhancing customer experiences and fostering team collaboration. Consistently adaptable to changing needs and reliable in delivering results. Skilled in communication and conflict resolution. Professional with strong background in customer service, ready to deliver impactful results. Capable of handling complex customer interactions with empathy and efficiency, adept at problem-solving, and skilled in communication. Valued team player known for adaptability and fostering collaborative environments. Proficient in conflict resolution, CRM systems, and multi-channel support. Experienced with quality control processes and regulatory compliance. Utilizes analytical skills to identify and address quality issues promptly. Track record of maintaining high standards and implementing process improvements.
Overview
10
10
years of professional experience
2
2
years of post-secondary education
2
2
Languages
Work History
Customer Service Executive
Focus Network Agencies
08.2023 - Current
- Worked flexibly across multiple customer access points.
- Resolved customer queries using active listening and problem-solving skills.
- Accepted and processed new orders and refunds in line with company standards, fulfilling customers' needs and fostering loyalty.
- Maintained excellent customer satisfaction by offering friendly, helpful and informative customer service.
- Handled customer billing errors, researching issues in system and working to resolve problems and inconsistencies.
QUEUE MANAGER
MAXIS SDN BHD
08.2022 - 08.2023
- Provided optimal assistance to the General Manager and handled a variety of tasks
- Ensures that portal unassigned tickets, aging tickets and emails are addressed daily to increase and maintain end user satisfaction.
- Monitored staff performance, continually seeking ways to improve team delivery for optimised financial success.
- Coached and mentored junior team members, regularly assessing knowledge and skills gaps and implementing corrective action.
- Encouraged staff to learn and develop new skills to meet individual and team goals.
- Listened to team members' feedback and proactively addressed concerns.
- Managed calendar to schedule employee shifts, maintaining organised operations and complete staff.
Quality Assurance
MAXIS SDN BHD
08.2021 - 08.2022
- Supported quality assurance initiatives by maintaining accurate documentation throughout projects'' lifecycles.
- Increased data entry accuracy by implementing a robust quality assurance process.
- Maintained accurate records of inspected boots, ensuring proper documentation for quality assurance purposes.
- Improved system quality assurance processes by developing and implementing comprehensive test plans.
- Supported and endorsed quality assurance function of audit team.
Assistant Project Coordinator
MAXIS SDN BHD
08.2018 - 08.2021
- Worked closely with project managers and engineers to ensure project needs were fulfilled and budgets were honored
- Worked in collaboration with the senior project manager to define project goals and establish a timeline and plan to achieve them
- Worked to ensure successful project execution according to established objectives, timelines, and costs.
- Prepared presentations for customers detailing project scope, progress and results.
- Assessed project progress and created project status reports to keep project managers and stakeholders informed.
- Scheduled and facilitated face-to-face and online stakeholders' meetings to allow collaboration between project team and client teams.
Senior Customer Service Executive
MAXIS SDN BHD
08.2015 - 08.2018
- Responsible to coordinate and scheduling appointment for customers and vendors to perform service delivery within specific turn over time.
- Handling customers' queries, appointments and referral of services, across all touch-points [email, hotlines, live chats, faxes, letters]
- Understand the requirements of the caller and provide complete and accurate information, go beyond the call of duty in assisting all enquiries at all times
- Ensure timely follow up of customer’s requests and liaise with relevant department to fulfill customer needs/enquiries.
- Contacted customers to provide updates on orders and purchases, updating CRM system with notes on conversation.
- Handled high-volume telephone calls to address and resolve customer queries.
Education
Bachelor OF Finance - Finance
Universiti Tenaga Nasional
MALAYSIA 01.2014 - 01.2016
Skills
Customer relationship management
Issue escalation
Online chat and email
Team collaboration
Customer retention
Documentation and notes
CRM software
Queue management
Timeline
Customer Service Executive
Focus Network Agencies
08.2023 - Current
QUEUE MANAGER
MAXIS SDN BHD
08.2022 - 08.2023
Quality Assurance
MAXIS SDN BHD
08.2021 - 08.2022
Assistant Project Coordinator
MAXIS SDN BHD
08.2018 - 08.2021
Senior Customer Service Executive
MAXIS SDN BHD
08.2015 - 08.2018
Bachelor OF Finance - Finance
Universiti Tenaga Nasional
01.2014 - 01.2016
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