raja rajeswary a/p kothia

  • Customer service position or service quality
  • Klang, MY
  • Dec 17, 2020
Full time Customer Service

Personal Summary

SKILLS Language: Good in Malay and English,
& Moderate in Mandarin.


CAPABILITIES Leadership: Good in interpersonal skills, high motivated
person, independent, ambitious,
goal driven management and decisive.

Work Experience

Real Estate negotiator
May 2020 - Espirit Agency

Salary Based on commission

Admin Manager
Jul 2018 - Apr 2020 Infocus Engineering

Salary MYR 4200

Job Function
✓ paperwork's such as visa / work permit for foreign workers
✓ looking after staff's and securities epf , salary, OT and socso contribution
✓ handling on accounts matter
✓ prepare uniforms for the security
✓ Site visit if its required
✓ Arrangement on securities during any absenteeism.

Quality Team Lead
Sep 2016 - Jun 2018 Optus Business

Global Enterprise International (M) Sdn Bhd (GEIM)
Salary MYR 6200

Job Function
Reason For leaving: By July 2018 ,Optus (Australia) offshore operations will be
Migrate to onshore, Sydney Call Centre.

✓ Manage day-to-day Quality Functional activities to support targeted Operations
to impact their Customer Experience Goals
✓ Conduct Quality Coaching to improvement Operation individual performance
✓ Conduct Quality induction/ training for Operation teams
✓ Business Partnership: Institute meetings to improve collaboration with Operation teams
✓ Develop or improve periodic dashboards to provide holistic view of the team's performance
✓ Support Manager with Quality strategies and initiative
✓ Formalize Quality documentations (processes, work instructions & procedures)
✓ Full adherence to attendance with no unplanned leave
✓ Acquisition of Operational technical knowledge to support Quality assessment
✓ Ensure enhancement of role supporting skills

Assistant Service Quality Manager
Jun 2012 - May 2016

UTS Marketing Solution
Monthly Salary MYR 5900
Job Function Responsible for QA Productivity, QA Turnaround Time,
Deployment of staff for managing QA Turnaround Time
(from time to time, and enhance system process)


✓ Ensure daily updates on Audit Pending Cases are reverted on timely manner.
✓ Ensure QA Reports for Internal are sent daily on timely manner.
✓ Ensure QA Report for Clients are sent according to timeline as arranged.
✓ Analyze & ensure turnaround time (TAT) for each campaign are tracked and monitored.
✓ Analyze, monitor and update Headcount Movement.
✓ Generate and prepare monthly QA Incentives.
✓ Ensure monthly call recordings to Clients are delivered on a timely manner.
✓ Carry out system UAT from time to time and get sign off from HOD before
implementation.
✓ Conduct assessment for staff renewal contract and probation.
✓ Monitor and ensure Final QA Reports are sent by all QA Leader on a timely
manner.
✓ Ensure Monthly Sales Reconciliation Checklists are all reverted by QA Leaders
on a timely manner and resolve hiccups arising from this.
✓ Conduct in reviewing cancelled uncontactable listings to increasing campaigns
passing rate.
✓ Analyze and prepare QA Operations Process Flow.
✓ Request Windows Login ID access to New & Existing QA Executives.
✓ Responsible to maintain existing User ID and to create new User ID for QA Staff.
✓ Attend and observe call calibrations conducted by QA Leader for both QA
Executives & telemarketer staff on need basis.
✓ To provide support to HOD.

Line Manager
Jan 2014 - Jan 2014 Mr. Lee Ci Ciu

Scope International (M) Sdn Bhd
Menara LYL, Jalan 51A/223
46100 Petaling Jaya, Selangor.
Contact Num: (H/P) 6012 9173750 / office: 603 27215317

Best Service Quality Manager - Top Performer
Jan 2012 - Jan 2012
Training , Service Quality cum Process Improvement Manager
May 2011 - Mar 2012 Scope International

M Sdn Bhd
Monthly Salary MYR 4750

Job Function
✓ Ensures accuracy of information and quality of delivery by monitoring telephone calls, E-
Mails and recommending improvements.
✓ To enrich frontline experience by providing adequate and appropriate Training to all
employees of SME
✓ Provide training solutions that fit and adds value to the business needs
✓ Perform on-going process review for RCC with an objective to improve its operational
efficiency
✓ Support in the implementation of Group Re-engineering Agenda which aligns the RCC
with the global performance standard
✓ Collaborate with country or group? SQ Team to conduct procedural change from VOC to enhance service delivery and improve customer experience
✓ Conduct root cause analysis for all level of severity complaints written and identify gaps in process, risk, people, and system and service delivery.
✓ Support in review of all the procedures that are applicable / introduced to RCC to ensure
it is streamlined and efficient with a view to reduce AHT, hand-offs and drive up FCR & NPS without negative impact to customer experience
✓ Work with stakeholders to ensure that optimization and digitization are being considered
for implementation for processes migrated into RCC site
✓ Ensure all process maps are drawn and documented with appropriate sign-off from stakeholders
✓ Achieve an average Call Monitoring Score based on the segments which are being
coached.
✓ To ensure quality of calls based on consistency and accuracy of information and service
& results will be tracked via template upon completion of each call monitoring.
✓ Regular feedback to be given to each staff on the observations and improvement
needed. Feedback to be indicated on the call monitoring forms.
✓ Provide info on training gaps to the Team Leaders and Training Manager to ensure constant improvement to achieve Excellent Customer Experience.
✓ Action Plans to be initiated and implemented based on results.
✓ All results to be tracked daily and findings to be cascaded to Contact Centre
Managers as and when required for calibration purposes.
✓ Monthly results to be displayed on the Quality Board

Customer Care Associate
Jun 2008 - Aug 2009 Scope International

M Sdn Bhd

Monthly Salary MYR 1800
Job Function

✓ Contribute to Call Center service standards of 85% or better service level &
3% or less abandon rate on all inbound calls.
✓ Achieve Service Quality Health Check of 90% & above.
✓ Achieve Customer Satisfaction Survey average rating of 8.5 & above.
✓ Achieve Call Care average rating of 8.5 & above
✓ Achieve no more than 1 EOD in a year.
✓ Achieve Zero Rejection of SR raised.
✓ Achieve Rating of at least '3 on overall Scorecard.
✓ Achieve monthly of '3for calls productivity.
✓ All requests/investigations on behalf of customers/colleagues to be raised
within same day.
✓ Tenure more than 2 months.> 95 calls
✓ Achieve 100% compliance to relevant operational procedures.
✓ Zero operational loss.
✓ Proper verification of customers per standard specified in workflow before
releasing any information over the phone.
✓ Ensure compliance with Group Policy and Standards, local laws and regulations and controls and procedures of the Bank.
✓ Adherence to duty roster.
✓ Proper handover of outstanding cases, ease of retrieval when on off
days/vacation.
Achieve Pillars of VBD Pride:
✓ Build Customer Loyalty, measured by the Bank increase in the Customer
Loyalty score (thru Survey)
- Generate Higher Revenue/Sales for the VBD (thru referrals and cross sells)
- Exceptional Customer Experience (Measure by CSS, EOD, Ops Loss, Compliment, SLA, Abandon Rate)
✓ Contribute at least 3 improvement ideas.
✓ Accurate tracking of call nature through C1-Activity.
Attend and participate actively in meetings/briefings.
✓ Well versed in operational procedures and Call Center workflows.
✓ Good product knowledge and promotional campaigns.
✓ Attend at least 100 hours of training per year (inclusive of in-house evening sessions).

Best SQ Manager - Top Performer
Jan 2011 - Jan 2011 MYRCC Champion

2012

Jan 2011 - Jan 2011 Customer Engagement Workshop

Standard Chartered

Certificate of Achievements on the following courses at PENTAWISE

✓ Microsoft Power Point 2007 Fundamental & Intermediate - 2012
✓ Microsoft Excel 2007 Advanced - 2012
✓ Microsoft Power Point 2010 Advanced -2014

Assistant Team Leader
Sep 2009 - Apr 2011 ATL

Scope International M Sdn Bhd

Monthly Salary MYR 2200
Job Function

✓ To ensure quality of calls based on consistency and accuracy of information and service
& results will be tracked via template upon completion of each call monitoring.
✓ Regular feedback to be given to each staff on the observations and improvement needed.
Feedback to be indicated on the call monitoring forms.
✓ Provide info on training gaps to the Team Leaders and Training Manager to ensure
constant improvement to achieve Excellent Customer Experience.
✓ Action Plans to be initiated and implemented based on results.
✓ All results to be tracked daily and findings to be cascaded to Contact Centre Managers as
and when required for calibration purposes.
✓ Monthly results to be displayed on the Quality Board
✓ Conduct analysis on call samples at regular intervals to identify and initiate improvements
to eliminate non-value added and non- straight through / manual interventions in all of
contact centre service delivery touch points, enhancing the overall service efficiency and quality
✓ Analyzing issues and risks, as well as schedule and financial performance by scrutinizing
the complaints reported by customers and implementing any remedial actions required

Top Performer Champion
Jan 2009 - Jan 2009 SG SME Team

Activities / Workshop that I have attended

Customer Service Executive
Dec 2006 - May 2007

Contract Position
Scicom M Sdn Bhd
Monthly Salary MYR 950

✓ Guide & educate broadband Customer's when they call in to
✓ Make sure that every Customer's enquiries or issues are solved end to end by
each & every call. Achieve first call resolution in all customer interactions,
where possible. Promote the use of automated channels and its benefits to customers.
✓ Handle special telephone tasks like call transfers, taking messages, call backs,
holds, interruptions and unintentional disconnects.
Create cases for customers who have their credits dispute more than 24 hours
to the escalation team.. Building positive rapport with different types of customers over the phone.
✓ Take appropriate actions to effectively control a phone call. Apply the proper
phone etiquette to satisfy various customer situations.
EXTRA CURRICULAR ACTIVITIES AND AWARDS


Awards:

Customer Service Extraordinaire
Jan 2005 - Jan 2005 Tradev Research Consultants

Education

Diploma in Information Technology - Information Technology
Jan 2001 - Jan 2003 Tutorial Institute
Master In Business Management - Business Management
SEGI college

I am applying for (choose one):

Employment

Email Address

rajeskothia@gmail.com

Expected Salary

7,000

IC Number

800831055156