Pavithra Manogaran Email & Phone Number

Kuala Lumpur, My

Federal Territory Of Kuala Lumpur, Malaysia

Wp. Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia

Kuala Lumpur, Malaysia

• To be able to increase occupancy for the hotels in Malaysia by liaising with multiple OTAs and listing them across OTAs by setting up fool proof processes.• To act as Single Point of Contact (SPOC) between OYO and all OTAs Market Managers. • Regular follow up with internal and external stakeholders on on-boarding and off-boarding process with OYO. • Responsible for hotels escalations from ground Operations team and provide resolutions upon checking with respective OTAs. • Identify the service complaint/issues highlighted and investigate the matter within OYO internal departments• Complete the investigations and decide on the appropriate root cause/findings and proposed resolutions.• Evaluate any process improvement or corrective measure that needs to be established internally for better service experience to clients during on on-boarding and off-boarding process with OYO.

Sunway Pinnacle

Ensure all customer escalations (consumer & enterprise segments) are attended to in a timely manner (OLA) & responses to customers are kept within the stipulated KPI time frame (SLA). Identify the service complaint/issues highlighted and investigate the matter within Maxis internal departments. Complete the investigations and decide on the appropriate root cause/findings and proposed resolutions. Communicate the decision or resolution to customers in the effort to close out and resolve matters. Evaluate any process improvement or corrective measure that needs to be established internally for better service experience to customers. Define and maintain precedent and service logic on decision making and waiver approvals arising from unique service complaints and exceptional handling management. To report on the Voice of Customers (VOC), unique service issues and regulator/industry comments back to the business units/stakeholders to help initiate corrective measures to customers in efforts to mitigate the service propositions. E.g. the mechanism of our product & service offering. Consolidate service& knowledge gaps observed from case studies & formulate a more efficient management of cases/situations upfront to improve service standard/experience to our customers.

Menara Worldwide, Kuala Lumpur

•Train all new hires with help of all process learning theories and provide technical support to implementation and introduction of all systems required. •Administer working of all staff and recommend continuous improvement in quality of services and provide training to production team. •Maintain knowledge on all products and participate in all team meetings and monitor all transaction in adherence to all code of conduct. •Assist all specialists to effectively transit from training to work environment and ensure compliance to all business requirement and maintain work according to timeline and content flow.•Participate in all continuous improvement activities and identify all requirements for curriculum development and enhancement.•Travelled to United States, Canada, Singapore and Philippines for knowledge transfer and have successfully migrated the projects to Shared Services.

-Responsibilities are leading, managing, and expanding client's requirement that involves developing and managing project work plans and budgets, updating team lead and management on progress of projects as well as acting as primary client contact.-Managing agents and quality assurance to ensure the product knowledge and quality assurance target is reached.-Take direction from the client and provide input into strategy or assistance with implementation as directed.-To work with the manager to ensure overall quality control of all agents are met and manage the process improvement plans.-Assist team lead with overall management of the team while also working to ensure a positive, collaborative team environment.-Manage pending needs of project and may also oversee operations strategics on specific efforts.-Provide regular project updates to team lead-Attend and actively participate in management meetings, offering ideas, insights, client service, new business and other topics that ultimately consider to overall quality of the operations.-Take responsibility for to develop and manage work plans that are consistent and strategic communication plans that can be implemented by the client-Offer client a solid approach and recommended activities for reaching their goals-Participate in all aspects of new business development

-Handling complaints and enquiries via various channel, such as web, email, fax and mail.-Adhoq request and projects assigned by higher management, CEO office.-Attending to inbound calls for individual/corporate or company-SME accounts.-Outbound calls for follow up.-Provide accurate and complete information to customers on the packages and products offered by MAXIS. -Responsible for maintaining customer, prospects and competitor databases and assessing, devising, and implementing marketing promotion.-Maintain service level,KPI and handling time according to targeted.

-Providing excellent customer service by handling calls, complaint and also products returns.