Rhesa 's Resume

Rhesa

Team Leader

Male

38 y/o

Others

Kuala Lumpur

Nationality Indonesia

Summary

Experienced Analyst with a demonstrated history of working in the Customer Service industry. Skilled in Customer Support, Customer Relationship Management (CRM), Customer Satisfaction, Call analysis and Complaint Management. Strong analytical professional. Holding degree Bachelor of Science (B.Sc.) focused in Business IT from Asia Pacific University.

Work experience

Customer Service Team Leader
TDCX (MY) Sdn. Bhd
2021.09-Current
(5 years)
1. Manage team performance, KPI , calls and email evalutions 2. Coaching team members for highlighting issues or performance evaluations on monthly basis. 3. Responsible for managing KPI performance for every team member. 4. Evaluating any dispute from customer calls in order to escalate to higher management. 5. Investigating any dispute between the client and customer-based complaints.
Analyst
IGT Solutions
2021.01-2021.01
Industry Travel / Tourism Specialization Aviation Role Airline Ticketing Position Level Junior Executive 1. Supporting as ticketing help-desk in order resolved any ticket issuance, reissue, fix the error,and help provide end to end solution on flight reservation. 2. Handles inbound and outbound calls for frequent members with fulfilling their inquiries related to the flight schedule, reservations, manage booking, and ticketing. 3. Responsible to meet the adherence on customer query and all the casework report through Salesforce. 4. Improved sales by offering up-sell and cross sell for new reservation or existing.
Customer Analyst
MINDPEARL GROUP SDN. BHD
2016.01-2020.01
(4 years)
1 year 1 month) MINDPEARL GROUP SDN. BHD. Selangor, Malaysia Industry Travel / Tourism Specialization Customer Service Role Call Centre Executive Position Level Senior Executive 1. Ensure that the company's customer service representatives are interacting with the customers in such a way that serves a business's best interests. 2. Identifies common customer issues, improve customer experience, and help standardize communication processes with customers. 3. Together with quality teams highlighting areas of risk of the business. 4. Training each agent develop a repertoire of redirects and rebuttals. Their rebuttals and redirects allow agents to guide clients and customers to products and services that solve their current problem and prevent future misunderstandings. 5. Create complaint evaluation plan and keep tracking for quality of service provided & identify improvements. 6. Responsible for all risk management & compliance activities with provide feedback and coaching to the agents for improvement quality of the business. Helpdesk Support
Helpdesk
MINDPEARL GROUP SDN. BHD
2016.01-2020.01
(4 years)
1 year 1 month) MINDPEARL GROUP SDN. BHD. Selangor, Malaysia Industry Travel / Tourism Specialization Customer Service Role Call Centre Executive Position Level Senior Executive 1. Supporting as ticketing help-desk in order resolved any ticket issuance, reissue, fix error and help provide end to end solution on flight reservation. 2. Handles inbound and outbound calls for frequently member with fulfill their inquiries related with flight schedule, reservations, manage booking and ticketing. 3. Provide guidance to front liner agents in getting the solutions to resolve an issue. 4. Handling Frequent Flyer Member who need to process flight redemption, assisting member in troubleshooting their Frequent Flyer account. Customer Support and Sales Representative
Customer Care Consultant
MINDPEARL GROUP SDN. BHD
2016.01-2020.01
(4 years)
1 year 2 months) MINDPEARL GROUP SDN. BHD. Malaysia Industry Travel / Tourism Specialization Customer Service Role Call Centre Executive Position Level Senior Executive 1. Handling inbound and outbound customer inquiry focusing in airlines reservation, ticketing, or flight disturbance and any inquiries related with Malaysia Airlines. 2. Identify the customer's needs, up sell additional products/ services and offer personalized service line with quality and training directives. 3. Act the role of ticketing help-desk in order resolved any ticket issuance, reissue, fix error and help provide end to end solution on flight reservation. 4. Doing role of Oneworld Alliance help-desk by doing help with other airlines under Oneworld Alliance member related with Malaysia Airlines flight schedule, booking and ticketing.
Customer Service Sales and Support
DiGi Telecommunications Sdn. Bhd
2016.01-2016.01
1 year 4 months) DiGi Telecommunications Sdn. Bhd. Selangor, Malaysia Industry Telecommunication Specialization Customer Service Role Call Centre Executive Position Level Junior Executive Job & responsibility: 1. Respond to customers enquirers offering appropriate solutions and products information 2. Handle calls and casework for services, such as network problem, personal account and contract enquirers 3. Schedule and make follow-up calls on some complex cases to customers. 4. Enter all-case related documentation into the relevant system 5. Do minor sales about new phone plan, promotion and product knowledge. 6. Provide general policy information (such as verification and limits of coverage), claims information and renewal information to customers.