Sima Jayadhan Email & Phone Number

Malaysia

Team Leadership:Effectively lead and mentor a team of customer service representatives.Foster a positive and collaborative team culture that encourages open communication and continuous improvement.Provide coaching and development to enhance team members' skills and performance.Strategic Planning:Develop and implement strategic plans to meet and exceed customer service goals and KPIs.Analyze customer service trends and identify opportunities for improvement.Collaborate with cross-functional teams to align customer service strategies with overall business objectives.Customer Satisfaction:Ensure a customer-centric approach in all interactions to enhance overall customer satisfaction.Monitor customer feedback and implement initiatives to address and resolve issues.Implement and maintain customer service standards to exceed customer expectations.Operational Efficiency:Streamline and optimize customer service processes to improve efficiency.Implement and monitor key performance indicators (KPIs) to measure team and individual performance.Identify and implement technological solutions to enhance customer service operations.Reporting and Analysis:Generate regular reports on customer service performance metrics and trends.Utilize data-driven insights to make informed decisions and implement improvements.Present findings and recommendations to senior management.Cross-functional Collaboration:Collaborate with other departments, such as sales, marketing, and product development, to ensure a unified customer experience.Participate in cross-functional projects to drive organizational success.

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia

Started as inbound and live chat agent handling member related issues, ecommerce issues and store related issues (3 months) (Agency)Promoted to L2 (Escalation) assist in managing case, escalation case and other adhoc jobs on floorPromoted to Team Lead, manage a team of 10 membersMonthly QA for team membersMonthly CSAT for Customer Service TeamMonthly team meeting, training and briefing to address and enhance agents skills and performanceTraining for new agents, assisted in improving training materialsChampioned in UAT for new system, E commerce online system improvement and processProject Lead in Live Chat chatbotAssisted in improvement of E commerce process handling for agents as Watsons Ecommerce was a fresh system (Return and refund/ Return and replacement/missing item/expired item)

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia

-Assist inbound calls for cashback related issues for Singapore and Malaysia customers-Assist Livechat on cashback related issues for Singapore and Malaysia customers-Assist to create training material for new agents

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia

Assist in paperwork for projectsHandled media arrangement for press conference

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia

Worked Part Time during collegeAssist on customers enquiry on productsAssist on delivery and installation

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia

ASTRO PROJECT (BILLING AND PACKAGE)Attend inbound calls for customers enquiry on Billing and PackageAchieve KPI Handled IRATE customer calls