Laavaniya Sanmugam

  • FACEBOOK ARVR - TECHNICAL SUPPORT (BPO)
  • Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia
  • Feb 04, 2021
Contractor Customer Service

Work Experience

FACEBOOK ARVR - TECHNICAL SUPPORT (BPO)
Sep 2020 - Feb 2021 CONCENTRIX MALAYSIA

Role: Email and Live Chat Support


• Troubleshooting and resolve gaming issues raised by gamers/players
• Understand customer enquiries and respond via email or live chat
• Ensure the customers are answered and routed through the appropriate support channel
• Manage customer's escalation and ensure these are answered, tracked and escalated as
required
• Perform all procedures accurately, including following client's documents email flows, work
processes, data entry requirements and complaint management process
• Ensure to provide good quality of performance and targets are met accordingly
• Ensure ASAT (Agent satisfaction)/CSAT (Customer satisfaction) is drive and achieved
accordingly
• Demonstrate strong customer service orientation and take responsibility to ensure customer
are satisfied
• Provide high level of professionalism and competent customer service
• Able to communicate effectively with customer in a friendly and polite manner following the Facebook process
• Ensure the tickets to be solved only after received confirmation from customer saying the issue has been resolved
• Build a good rapport with customers
• Escalate unresolved issues to the relevant team (to Tier 2 or Tier 3)
• Undertake adhoc other tasks as assigned by management

EVENT PLANNER
Dec 2018 - Aug 2020 LE MERIDIEN KUALA LUMPUR

• Promptly handles daily in-coming mail and internal correspondence
• Answers and handles all incoming telephone calls for the department according to Hotel's
Standard & Procedures
• Banquet Event Order (BEO) distributions to operations
• Daily Report submissions: Event forecast list to operations
• Security Report submission: Event Monthly forecast list to security department
• Thumbprint Report submission: Event team thumbprint weekly report to finance department
• Requisition or Purchasing of office supplies according to the Hotel's policies & procedures
• Banquet Event Order (BEO) - Internal Event: Work closely with HR & Operations for internal
events
• Banquet Event Order (BEO) - Cooperate Events: Work closely with organizers in order to gather information, determine proper setup required, timeline, specific guest need, buffet,
action stations and etc. To fulfill any special banquet event arrangements requested by
organizers.
• CITY System: CITY Updates / Post Checks/ Bookings/ Actualization

BANQUET STAFF
Dec 2016 - Nov 2018 HILTON KUALA LUMPUR

• Assist with food and table arrangement before event begins
• Set up buffet line with food presentation standards and practice in mind, ensuring safe food
handling performance
• Serve plated dishes, appetizer, beverages to guest
• Communicate with banquet supervisor as well as other server and event organizers
• Assist on clearing and reset up after event ends

CASHIER
Apr 2015 - Oct 2015 AEON BIG JALAN PEEL

Welcoming customer, answering question, helping them locate items, providing advice or
recommendations
• Balancing the cash register and generating report for credit and debit sales
• Accepting payment, ensuring all prices and quantities are accurate and providing a receipt to every customer
• Process refund and resolving complaints

Education

DIPLOMA IN HOTEL MANAGEMENT - HOTEL MANAGEMENT
Jan 2015 - Jan 2018 KUALA LUMPUR METROPOLITAN UNIVERSITY COLLEGE
SPM
Jan 2010 - Jan 2014 SMK CONVENT JALAN PEEL

I am applying for (choose one):

Employment

Email Address

laavaniya1710@gmail.com

Expected Salary

3,600

IC Number

971017145858