Vishnuu Malarvannan
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
8
8
years of professional experience
Work History
Customer Service Executive
OCBC Bank
04.2023 - Current
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues via phone call and/or emails.
- Escalated critical customer issues to relevant departments to resolve problems efficiently as as to maintain good relationship between the bank and customer.
- Boosted customer retention rates by providing exceptional service and building rapport with clients.
- Managed high volume of inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues.
- Assessed customer service trends and evaluated complaints to determine areas in need of enhancement.
- Contributed towards improving overall customer feedback scores by consistently delivering high-quality service experiences.
- Reduced average call time through efficient problem-solving skills without sacrificing quality of service provided.
Call Centre Agent
DHL Supply Chain Singapore Pte. Ltd.
02.2022 - 04.2023
- Providing support to the Home Recovery Buddy (HRB) department in handling the high call volume pertaining to the Covid-19 pandemic during the high rise of cases.
- Assisted Members of Public (MOP) in arranging isolation facilities and providing advise on a case by case basis.
- Provided assistance to the Vaccination team in understanding the kind of vaccination brands and dosages an individual has taken and best to be taken.
Customer Care Officer
Telecentre Services
12.2021 - 02.2022
- Assisted customers via inbound/outbound calls and emails on queries and issues faced which required escalations.
- Provided assistance in troubleshooting errors encountered by customers online.
Patrol Officer at Changi Airport
National Service, Singapore Police Force
11.2019 - 12.2021
- Had the opportunity to be part of the force in keeping the Airport sector safe and crime-free as much as possible
- Aimed to provide enhanced security to not only employees, but passengers as well, making sure they can travel without worry.
Admin Assistant
Singapore Telecommunications Limited
11.2017 - 11.2019
- Assisted the online team in ways such as fulfilling manual orders for customers using systems like CRM etc
- In charge of liaising with external and internal parties in terms of improving current flow of work
- Expanded my expertise by being part of the call centre and by taking part in roadshows as well.
- Trained newcomers from time to time
Office Administration
Singapore Post Limited
10.2016 - 02.2017
- Handled tasks such as collating customers' addresses and details from the system for courier purposes, as well as drafting letters etc.
Education
Diploma in Legal Studies - Legal Studies
Kaplan Higher Education Academy
06.2019
O Levels -
Henderson Secondary School
11.2017
Skills
- Team oriented
- Communication skills
- Microsoft skills
- Critical thinking
- Decision making
- Research
- Adaptability
- Negotiation
- Online chat and email
- Call center experience
- Issue Escalation
- Troubleshooting
- CRM Software
Timeline
Customer Service Executive
OCBC Bank
04.2023 - Current
Call Centre Agent
DHL Supply Chain Singapore Pte. Ltd.
02.2022 - 04.2023
Customer Care Officer
Telecentre Services
12.2021 - 02.2022
Patrol Officer at Changi Airport
National Service, Singapore Police Force
11.2019 - 12.2021
Admin Assistant
Singapore Telecommunications Limited
11.2017 - 11.2019
Office Administration
Singapore Post Limited
10.2016 - 02.2017
Diploma in Legal Studies - Legal Studies
Kaplan Higher Education Academy
O Levels -
Henderson Secondary School
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