Sanjeevdurai Muniandy

Experience

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  Telekom Malaysia

  Apr 2011 - Mar 2013

  Customer Service Representative
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  RHB Banking Group

  Mar 2013 - Apr 2015

  Recovery Officer

  • Initiated outbound calls to remind customers of overdue payments and encourage timely payment of past-due accounts.• Communicated clearly and effectively with customers to explain nonpayment or other service/product issues, and to answer any questions or concerns they may have had.• Demonstrated a strong understanding of customers' financial situations to maximize debt recovery efforts.• Collaborated with customers to find solutions to payment problems, negotiate and establish realistic repayment arrangements, and prevent future delinquency.• Recommended and, when appropriate, initiated credit facility recalls and/or legal actions to recover debts in a timely and efficient manner. Show less

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  AmBank Group

  May 2015 - Aug 2016

  Contact Center Agent

  • Conducted call verification procedures before updating customers' information or providing account details to ensure accuracy and security.• Scheduled or acted on follow-up actions as needed, following established AmBank Contact Centre guidelines.• Addressed customer inquiries with confidence, ensuring that all issues were identified and handled completely and accurately.• Processed financial and non-financial transactions based on customer instructions.• Maintained confidentiality of all customer and organizational data in accordance with company policies.• Educated customers on new products and services, providing clear and helpful information to enhance their understanding.• Completed various ad-hoc duties and projects as assigned by management. Show less

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  Citi

  Aug 2016 - Feb 2021

  • Developed and implemented a Performance Improvement Plan (PIP) program for underperforming team members, tracking their progress closely and communicating consequences for failing to meet targets.• Used CRM tools to track team members' weekly performance, coaching progress, and huddle sessions, regularly reporting to the manager for review and input.• Provided leadership and guidance to team members, assisting them with consumer inquiries, grievances, and performance evaluations.• Conducted monthly performance reviews with team members to discuss results and identify opportunities for improvement. Show less • Provided on-the-floor support to Citiphone Officers to ensure that customer service was delivered efficiently and effectively• Monitored calls, provided coaching and feedback to improve Citiphone Officers' performance• Assisted Citiphone Officers in addressing complex customer issues and escalations•Collaborated with other departments, such as operations and sales, to resolve customer complaints and issues• Updated and maintained documentation related to customer service procedures and policies• Conducted training sessions for new Citiphone Officers and ongoing training for existing employees• Participated in quality assurance activities and provided insights to enhance customer service operations Show less • Provided excellent customer service through phone interactions with Citibank customers• Responded to inquiries, complaints, and requests from customers in a timely and efficient manner• Addressed and resolved customer issues, escalating to appropriate parties as necessary• Proactively offered and promoted Citibank products and services to customers• Adhered to regulatory and compliance policies and procedures• Met performance goals and objectives, including call handling time, quality, and sales targets• Continuously updated knowledge of Citibank products, services, and procedures Show less

  • Mentor Team leader

    Apr 2019 - Feb 2021

  • Floor Supervisor

    Mar 2018 - Apr 2019

  • Citiphone Officer

    Aug 2016 - Mar 2018
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  Foodpanda

  Feb 2021 - Jul 2023

  Customer Service Chat Team Lead

  • Spearheaded a high-performing team and managed their performance based on three key performance indicators (KPIs), including Perfect Interaction (90%), Customer Satisfaction (CSAT) rate (80%), and Average Handling Time (AHT) of 12 minutes.• Monitored and analyzed KPI performance, providing weekly and monthly coaching to team members to improve their metrics and overall performance.• Conducted regular performance reviews for each team member, identifying areas for improvement and encouraging them to create action plans to achieve their goals.• Analyzed chat trends and customer challenges to identify opportunities for improvement in the customer experience. Forwarded relevant information to the appropriate teams and developed action plans to address identified issues.• Provided product knowledge training to team members to ensure they could effectively support customers with inquiries.• Ensured consistent high-quality customer service was delivered by team members, providing live chat scripts and customer service phrases for use in various situations.• Led weekly huddle sessions with team members to discuss challenges, share best practices, and identify solutions to improve performance and customer satisfaction.• Collaborated closely with the manager to identify ways to improve customer satisfaction, increase product knowledge among team members, and gather feedback for continuous improvement.• Developed and implemented a Performance Improvement Plan (PIP) program for underperforming team members, tracking their progress closely and communicating consequences for failing to meet targets.• Used CRM tools to track team members' weekly performance, coaching progress, and huddle sessions, regularly reporting to the manager for review and input. Show less

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  Concentrix

  Jul 2023 - now

  Associate Sales Support Manager