Vikiniseswary Alagan Tiran

Senior Customer Support

• Offered support through chat, email, and call channels, addressing inquiries related to general, billing (refund related), app technical support and sales
• Cross trained to handle 3 different project in related to sales
• Ensured timely resolutions, provided support in handling surge cases and assisted in handling complaint calls

Assistant Team Leader

• Delegating daily tasks, answering employee questions and resolving issues
• Complete Monthly Reports for project managers review and approval.
• Facilitate in reward matters (evoucher, points, HPB credit, Simply go CAN-ID and etc.)
• Manage escalated customer issues with diplomacy and professionalism, often turning challenging situations into positive outcomes.
• Coaching team members when required to ensure that the team goals are met
• Provide project and call flow related training
• Achieved high levels of first-contact resolution by empowering team members with the necessary knowledge base to address diverse client concerns effectively.

• Managed the preparation of Purchase Orders and generated receipts for financial transactions ensuring accuracy and compliance with procurement processes.
• Prepared and published Skype Dashboards on a monthly basis providing insights of financial management
• Formulated Pivot tables and charts to streamline analytic processes.
• Handled sensitive financial information responsibly, adhering strictly to company policies on data privacy.
• Collaborated with cross-functional teams to improve overall efficiency in payment operations.
• Optimized payment workflows, resulting in reduced processing times and increased productivity.
• Proactively identified areas where cost-cutting could be implemented without jeopardizing quality or efficiency.

27/08/2021 - 17/12/2021

• Cloud Enablement Desk Executive Guided Clients with Business Profile, competency and maps, onboarding to commercial market place (Azure market & appsource), onboarding to co-sell and Benefit utilization via outbound calls, Zoom meetings and emails.
• Provided follow ups, guidance and necessary assistance for clients account up to 6 month to ensure successful onboarding into the program.

01/03/2020 - 26/08/2021

Advisor 2( Microsoft device Tech support)

Handled customers account and provided technical support by performing remote access on customer device

• Arranged replacement and assist with refund if needed
• Assisted in recovery call to retain customers
• Participated in products upselling by supporting all sales promotion and sales strategies to close opportunities.

01/09/2020 - 31/01/2021

ARVR support ( Facebook Oculus)

• Provided email and realtime chat support for general and technical query under.
• Handled complain emails from clients.
• Raised tickets for FB disabled account for Oculus Clients.

• Handled various customer inquiries via inbound calls and emails, ensuring timely and effective resolutions.
• Trained to handle posts and messages on Facebook, Messenger, and Twitter to address customer complaints and feedback.
• Skilled in executing billing processes efficiently.
• Served as a technical specialist for broadband, television, and mobile services.
• Exceeded customer requirements with accurate and deliverable solutions.
• Troubleshot issues by understanding issue, diagnosing root cause and coming up with effective solutions.

• Managed social media escalations on platforms such as Facebook, Twitter, and Instagram.
• Successfully handled three simultaneous chat interactions, showcasing efficiency in multitasking.
• Effectively managed escalations for disputes via email and outbound call
• Managed customer relations on ongoing basis to maximize customer retention.
• Improved customer satisfaction by addressing and resolving their concerns in a timely manner.
• Managed high-profile accounts, ensuring consistent delivery of exceptional service for continued business growth.

• Oversaw and addressed social media escalations on platforms such as Facebook, Twitter, and Instagram, ensuring prompt resolution.
• Managed calls, emails and chats concurrently.
• Participated in the pilot programme for voucher implementation
• Developed strong partnerships with local businesses to provide additional resources and support for relocating clients during their transition period
• Managed all aspects of client relocations, ensuring a seamless transition and minimal disruption to their lives.
• Managed multiple client cases concurrently while maintaining strict attention to detail and exceptional organizational skills, resulting in successful relocations.

• Completed training in compliance, sanctions, and anti-money laundering, earning certification as the best-trained banking agent. Also certified in Edras value training.
• Assisted in customer retention of customer and fraudulent transaction monitoring
• Successfully monitored Electronic Data Interchange (EDI) processes, ensuring efficient and secure data transactions.
• Assisted in monitoring charges, performed profiling to assess billing needs, and supported cross-selling.
• Cross trained to handled Australia and New Zealand account.
• Enhanced customer satisfaction by providing timely and effective global support.
• Mentored junior team members, fostering professional growth and increased efficiency within the department.