SANDHYA_CV

SANDHYA RAMARAVOO Dedicated Customer Service professional with knowledge of 7 years of
service delivery and proven multitasking abilities. Expert at providing
Executive Officer relevant information and options to successfully resolve issues. Upbeat
and energetic handling difficult situations through resourcefulness and
Personal info adaptability. Committed to maintaining professional relationships to
increase profitability and drive business results. Multi-tasking Admin
Address Assistant with +2 years of experience in the manufacturing &
Klang, Selangor, 41300 telecommunication services. Brings excellent organizational skills and
Phone talent for overcoming customer objections. Self-motivated and true
016-306-2407 team player.
E-mail
[email protected] Work History
LinkedIn
https://www.linkedin.com/in/sandh 2018-10 - CRM Contact Centre Executive
ya-ramaravoo-a3456262 2022-04
TalentCorp Malaysia, Petaling Jaya
Skills • Handled EP/PVP/DP/REP & RPT pass application
matters of expatriate & Malaysian returnees
Critical thinking  Trained 6 new joiners on product knowledge.
Excellent  Demonstrated ways to improve customer service

Excellent communication and increase productivity.
Excellent  Participates in team meetings and activities that

Organization skills promote team spirit and cohesiveness.
 Update job knowledge by studying any new

regulations briefs and processes
 Resolved conflicts and negotiated mutually

beneficial agreements between parties.
 Proved successful working within tight deadlines and

fast-paced atmosphere.
 Used Microsoft Word and other software tools to

create documents and other communications.

Excellent 2018-01 - Customer Service Officer
Excellent 2018-10
Excellent Teledirect Telecommerce, Kuala Lumpur
Problem solving • Managed STAR alliances and Scoot airlines' inquiries
Multitasking regarding IATA reward points.
Leadership skills • Provide friendly and efficient service to Singapore
and international travelers/passengers
• Identify and escalate issues appropriately through e-
mails/system.
• Compose thoughtful and accurate messages or

Excellent 2016-02 - customize prepared responses to internal department
Business writing skills 2017-12 • Research information and troubleshoot problems
using available resources.
Excellent • Arbitrate in situations between passengers.
Time management • Proactively and independently work to meet targets
and goals
Excellent • Any other duties and responsibilities that
Office management management may assign from time to time.

Excellent Customer Care Officer
Administrative support
Sudong Sdn Bhd (Singtel), Klang
Excellent  Coordinated timely responses to online customer
Customer and client relations
communication and researched complex issues.
Excellent  Channel and escalate any unresolved

Languages Excellent 2014-01 - issues/complaints to other stakeholders or the next
Excellent 2016-01 level within the agreed procedure.
 English Excellent  Perform cross-selling on company products &
 Malay Excellent services (postpaid plans, data bundle, or value-
 Tamil added services)
 Telegu  Participating in ad hoc projects as assigned by the
team leader or direct superior
Software  Collected customer information and analyzed
customer needs to recommend potential products
 Avaya |ESD |CRM |E- or services.
Point| Amadeus (airline  Facilitated inter-departmental communication to
reservation system) | CEM effectively provide customer support.
(aviation system) | SAP|
Customer Care Consultant

Digi Telecommunication Sdn.Bhd., Shah Alam, 10
 Assisted call-in customers with questions and orders.
 Created reports & routed cases to respective

departments
 Promoting new & existing products to customers
 Achieve NPS (Net promoter Score) as targeted
 Helped large volume of customers every day with a

positive attitude and focus on customer satisfaction.
 Responded to customer needs through competent

customer service and prompt problem-solving.
 Navigated multiple computer systems and

applications to find information.
 Logged call information and solutions provided into

an internal database.

MS Office Suite (Word, 2012-11 - Marketing Assistant
Excel, PowerPoint) 2013-11
|Genesis |Zoom|Google Dynamic Furniture Industries Sd. Bhd, Subang, Selangor
Meet| Office outlook 365  Worked closely with product development teams to

Excellent create and maintain marketing materials for sales
presentations and client meetings.
2011-06 -  Input new data, updated old records and cross-
2012-10 checked information to keep the marketing
database up-to-date.
 Created customized marketing materials to increase
product awareness.
 Assisted with indoor sales & served as the primary
person to customers for furniture designs
 Prepared quotations for customers & follow up with
the sales inquiries
 Joined exhibition or promotional sales & responsible
for monthly sales report

Admin Assistant

CSK Murni Services , KLANG, SELANGOR
 Performed routine clerical tasks by scanning, filing,

and copying documents.
 Restocked supplies and submitted purchase orders,

invoices & payment vouchers to maintain stock
levels.
 Executed record filing system to improve document
organization and management.
 Answered multi-line phone system, routing calls,
delivering messages to staff, and greeting visitors.
 Screened phone calls to take messages and route
calls to appropriate personnel.
 Scheduled office meetings and client appointments
for staff teams.
 Generated reports and typed letters in Word and
prepared PowerPoint presentations.
 Received and sorted incoming mail and packages
to record, dispatch or distribute to the correct
recipient.

Education

2022-01 - MBA: Business Studies
Current INTI International College - Subang

2017-09 - BBA: Business Administration
2021-05
Open University Malaysia - Shah Alam, Selangor
 Dean's List [CGP: 3.63]

Certifications

2021-06  Project Management Certificate
2021-10  BAC Entrepreneurship e-course
2020-09  MOHR Entrepreneurship Training
2019-07  TANDEMIC Design Thinking Workshop

Accomplishments

 Mentored new customer service representatives in
telephone & e-mail etiquette and problem-solving
skills, improving their overall confidence and
enabling them to begin taking calls within days of
hire.

 Developed a new e-mail script that was positively
received by managers and was impressive that
management implemented it for the entire
department.

 Boosted e-mail replies from an average of 60 daily
assigned to 90 e-mails to achieve rank 5.

 Explained guidelines on product information in
great detail, reducing redundant e-mails by 20%.

 Compiled feedback & complaints from the internal
department for service enhancement. Handled
high-volume e-mails & callbacks balancing 95%
accuracy rate.

 Customer Relations - Earned compliments for
customer satisfaction, company-wide.

 Customer Follow-up - Ensured that customers were
satisfied with company products and services by
doing proper follow-up calls.

 Conflict Resolution - Responsible for handling
escalation cases, accurately providing information
to ensure resolution of product/service complaints
and customer satisfaction.

Interests

 Reading books, traveling, personal care &
Researching data

Others:

Notice period: Available to join anytime
Professional references: Available upon request
Expectations:

● Preferably remote working/Work from home flexibility
● Salary (Negotiable)

.