Vanitha Panjalingam

Experience

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  BonusKad Loyalty Sdn Bhd

  Mar 2001 - Aug 2004

  ADMINISTRATIVE CLERK

  Work Description :1. General Admin Workload.2. Call customers who post cash or cheque to the company.Achievement : 1. Best Attendance for every month.2. For the year 2001 till 2002 2nd runner-up winner with awarded a gift Guess Lady Watch and a Certificate.3. For the year 2002 till 2003 1ST runner-up winner for excellent performance and attendance with awarded TGIF Friday Voucher it values of RM 100 and a certificate and plus with bonus link 10,000 points. Show less

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  DIALERS CALL CENTRE SDN BHD

  Sept 2004 - Jul 2005

  ADMINISTRATIVE ASSISTANT

  Work Description :1. General Admin Workload.

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  HSBC BANK (M) BHD

  Aug 2005 - Aug 2008

  TELESALES REPRESENTATIVE

  Work Description : 1. Do Telemarketing for Banking Product. Etc Credit Card, Personal loans, Home loans, and Insurance. Achievement : 1. Best Dedicated Support Team as 2nd Winner For 2005.

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  SONALI PRODUCT (M) SDN BHD

  Jan 2009 - Apr 2009

  PRODUCTION WAREHOUSE COORSINATOR

  Work Description :1. Handling Fabric and Company Stock for Warehouse and retail shops.

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  AG Claim Consultants Sdn Bhd

  Aug 2009 - Feb 2010

  CLAIM EXECUTIVE

  Work Description :1. Will do claim from driver insurance on behalf of Plus Highway.

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  Maxis Communications Bhd

  Jun 2010 - Sept 2018

  Work Description : 1 Assisting by providing the new sales and post-sales customer service support with troubleshooting support through email/phone to the B2B clients via emails, phone calls, texts, and in-person; directing clients to the appropriate department, answering all general questions, provided quotes,order information, and managed the internal database. 2 Product handle GSM Fixed, Complexed services, GSM Service with complaints regarding an order delivery, billing issues and resolves it with high priority.3 Handle administrative work including filing reports or presenting sales teams with necessary documents.4 Train new employees on how to effectively care for and salvage customer relations.5 Handling department’s attendance report, in charge of floor facilities and system testing(UAT). Achievement : 1. Received certificates for “Best Staff” back to back on the year 2011 and 2012.2. Received certificates for “Outstanding Customer Experience” for the year 2016. Show less

  • Sales Support Executive

    Jun 2011 - Sept 2018

  • Customer Care Consultant

    Jun 2010 - Jun 2011
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  AEGIS BPO Malaysia Sdn Bhd (Assignment for StarHub Telco)

  Oct 2018 - Apr 2019

  Customer Service Executive

  Work Description : 1. Handling all inbound calls pertaining to customer general inquiries, complaints, comments, feedback, and other raising issue related to the company's products.2. To exceed customer expectations in terms of customer service and accurate information.3. Work in a team to archive the required KPI elements and SLA.

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  NEC Corporation of Malaysia Sdn Bhd

  May 2019 - Sept 2021

  Work Description : 1. Internal and/or external support representatives 2.Handling Level 2/Tier 2 - Technical Support via email and Zendesk and Oracle on Systems and Peripheral devices (e.g. Gaming and e-wallet related).3.The L2/T2 support offers the second line of customer support by addressing customer’s questions and concerns about Gaming’s products and e-wallet apps as well as offering basic troubleshooting guidance such as installation and configuration setup, password recovery, website navigation assistance, basic procedural “how-to” questions. 4. Deliver service and support to end-users using and operating automated call distribution through email.5. Interact with Client, Technical team to provide and process information in response to inquiries, concerns, and requests about products, warranty support, services.6.Gather customer’s information and determine the issue by evaluating and analyzing the symptoms.7. Follow standard processes and procedures. Identify and escalate priority issues per Client specifications. Redirect and document problems to the appropriate resource (escalations).8. I am an acting Team Leader as most of the times the operation Manager and Team Leader are always away for the meeting or away for important assignments also on weekly off day or off duty since this 24hours shift team. I need to be responsible to monitor Level 1 staffs includes guiding, assigning tasks, providing customer services, allocating resources, prioritizing work, taking corrective actions and updating records.Achievement : 1. Received certificates for “Excellent Performance and Overall unwavering Dedication Staff “under Razer Quarterly Service Excellence for 2021 Quarter 1. Show less Assignment for Razer ProjectWork Description : 1.Internal and/or external support representatives.2. Handling Level 1/Tier 1 - Technical Support via calls, email and chat on Systems and Peripheral devices (e.g. Gaming and e-wallet related).3. The L1/T1 support offers the first line of customer support by addressing customer’s questions and concerns about Gaming’s products and e-wallet apps as well as offering basic troubleshooting guidance such as installation and configuration setup, password recovery, website navigation assistance, basic procedural “how-to” questions. 4. Deliver service and support to end-users using and operating automated call distribution through phone, email and/or chat.5. Interact with customers to provide and process information in response to inquiries, concerns, and requests about products, warranty support, services.6. Gather customer’s information and determine the issue by evaluating and analyzing the symptoms.7. Research required information using available resources8. Follow standard processes and procedures. Identify and escalate priority issues per Client specifications. Redirect and document problems to the appropriate resource (escalations)9. Accurately process and record call transactions using a computer and SalesForce CRM.10. Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business.11. Stay current with system information, changes, and updates.12. Nevertheless, the goal for this group is to handle 70%-80% of the user problems before finding it necessary to escalate the issue to a higher level.13. Handling department of the in-charge of floor facilities and system testing. Achievement : 1. Received certificates for “Receiving Top Promoter “for the August 2019 and RM50 Aeon Voucher.2 Received certificates for “Receiving Top Performer “for the January 2020 and Razer Deathadder Elite Mouse. Show less

  • Customer Support Executive (Level 2) and Acting Team Lead

    Mar 2020 - Sept 2021

  • Customer Support Executive (Level 1)

    May 2019 - Mar 2020
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  Concentrix

  Feb 2022 - Jun 2022

  Technical Support Analyst

  Collabera Sdn Bhd (Assignment at Concentrix * for Facebook ARVR Project*)Work Description :1. Ensure Service Delivered to our customers meets contractual Key Performance Indicator (KPI)2. Handling Level 1/Tier 1 - Technical Support via the channel of email, Chat Systems, and Peripheral devices related to Social Media Client Technology products(e.g. Facebook Gaming Device system related).3. Clarify customer requirements, probe for understanding, and use decision-support tools and resources to appropriately provide resolution to the customer. Understand common customer pain points and actively contribute to a knowledge base of resolution.4. Listen attentively to customer needs and concerns; demonstrate empathy while maximizing the opportunity to build rapport with the customer.5. Greet customers in a courteous, friendly, and professional manner using agreed-upon procedures. Addressing and Resolving inbound customer support inquiries.6. Achieve and maintain target performance and on-time metrics. Ensure each inquiry is " resolved" from the customer's perspective.7. Possess a service-oriented mindset and approach to work, and delivers value through service.8. To thrive in a dynamic, team-focused environment. Ability to comprehensively research and review complex problems to determine the best solution with exercising strong judgment skills.9. Eagerness and ability to work in a fast-paced,startup-like environment. Self-motivated to achieve top performance standards.Teachable attitude and commitment to a growth mindset in the workplace. Identify opportunities to improve the products and the customer experience.10. Demonstrated ability to work and collaborate with a team. Ability to prioritize and manage tasks within a sometimes chaotic environment. Show less

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  StarHub

  Jun 2022 - now

  Technical Support Analyst

  Work Description :1. Provide 24/7 first and second-level support on faults and technical inquiries professionally and courteously over the telephone and via email to StarHub's diverse suite of products and services with excellent knowledge in products, processes, and systems with deliver helpdesk support for Mobile, TV, Cloud Computing, StarHub Fixed Voice, Data, Internet StarHub business, wholesale customers, Global Managed services to business, wholesale customers and VIP/VVIP customer.2. Be the point of contact for technical matters escalated by the customers and internal and external stakeholders. Proactively work with internal business units and external Network Operation Centre to ensure prompt and accurate resolutions are provided to customers’ satisfaction.3. Monitor network devices and identify issues such as Availability, Hardware health, Latency and Over-utilization issues.4. Be decisive in managing incoming proactive alerts and take the lead to isolate and escalate the issue depending on the findings.5. Take ownership of the assigned cases, it will be an Incident or Service Request, conduct full and thorough diagnostics and escalate to the appropriate team if required.6. Troubleshoot and resolve customer incidents and provide customer status updates in a professional and timely manner.7. Identify and escalate repeated/chronic issues or service risks to service management teams.8. Ensure effective communication within the team, internal stakeholders and other third-party vendors.9. Be ready to take on any additional support ad-hoc projects/work the management assigns and also be able to handle challenging customers and take appropriate follow-up actions to address their concerns.11. Assist the supervisor to ensure the smooth running of operations by ensuring sufficient manpower on duty and all inquiries and technical issues with promptly handled.12. Mentor and guide new hires to build up their competency on the job. Show less