Sooria Kumar N. Email & Phone Number

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia

Kuala Lumpur, Malaysia

Kepong

Duties/Responsibilities: Responsible in supporting and managing the relationship with customers who walks into the outlet. Managing the quality and the delivery of services and assuring customers satisfaction. Handling Technical and Non-Technical support (Level 2).  Over seeing technical emails and calls which is directed to the outlet. In charge of managing the whole Kepong customer service center. Responsible for daily activity reports and collection report on daily basis. Responsible in managing team of 20(5 front end and 15 for registration) in the outlet. Responsible on handling urgent and difficult customers. Responsible in managing team for customer registration and installation in Kepong area. Responsible for daily operations for Kepong customer service center. Keeping track of inventory on return devices by customer to service center.Accomplishments: Re-engineered inventory process for Kepong customer service center. Re-trained staff for additional technical support service. Created the full in-house process flow for technical reports. Implementing new process for clearing of backlog cases. Initiated road shows to drive sales volume. Reduction of attrition with in Kepong service center.

Shah Alam

Duties/Responsibilities: Monitor trucks shipment path on hourly and daily basis. Manage truck maintenance and parts in general. Communicate with spare part dealers to stock up parts and urgent part for the trucks.  Communicate with client side regarding on shipment on daily basis. Monitor and manage drivers in generally. Monitor the diesel fuel expenses and making sure no fraud been done by drivers. Keeping record on the drivers’ elaun’s and salary on daily and monthly basis.  Communicated to all vendor’s and clients side if an issue should arise. Accomplishments: Made a complete process flow for each procedure in the company. Such as for shipment, Driver’s employment till resignation.  Installing GPS system for all truck to make better monitoring of shipments and fuel efficiency. Improvise the driver’s elaun according to current market value.  Improvise the company’s quotations according to market value based on toll and fuel price increase.Reason Of Leaving – Career Advancement

Ttdi

Duties/Responsibilities: Participates in design of call monitoring formats and quality standards. Participates in customer and client listening programs to identify customer needs and expectations. Give coaching to the agent on time to time basis to make sure it’s up to the protocol standard.  Provides actionable data to various internal support groups as needed. Prepares and analyzes internal and external quality reports for management staff review. Ensuring Customer Satisfaction surveys are done on timely manner. Provides feedback to call center team leaders and managers. Conduct training sessions for the newbie’s on how to handle a call by following the protocol.Reason Of Leaving – Career Advancement

Ttdi

Duties/Responsibilities: Provide solution for customers who called with an internet connection problem first time every time. Escalate the problem report to field technician if the problem cannot be solved by troubleshooting them. Consult and escalate the problem to Level 2 is cannot solve the problem. Provide correct information for customers who want to know about current promotions and products. Provide any solution on basic computer problem if able to identify over the phone. Being a back-up for Level 2 is short of hand in Level 2 in certain days. Being a mentor for newbie’s hits the floor. Reason Of Leaving – Career Advancement

Jln Tun Razak

Duties/Responsibilities: Performing back-ups for documentation done from projects (Hard copy & Soft Copy). Making sure all documentation are in order (Hard copy & Soft Copy). Support engineers for simple clerical works Rectify hardware, network and software problem.Reason Of Leaving – Career Advancement