Thunesh Kumarevellu

Experience

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  Tanjung Bungah Beach Hotel

  Dec 2001 - Apr 2002

  Messenger Boy

  To deliver the letters and bills to the customers and the hotel management team -Must be able to hand over all accurate information to the customers at the right time.-Able to work in a diversified environment. -As the job as a messenger boy does not only consists of the delivery of messages and others, but must be able to help in the front desk.

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  Komag (U.S.A) Malaysia

  Jan 2002 - Jan 2003

  Manufacturing Technician

  -To handle and maintain the machinery and the system of the operating machines. -production of the discs must be yielded and sampled before further tests such as acid and slurry tests has to be done.

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  Agilent Technologies (Penang)

  Jan 2003 - Jan 2004

  Manufacturing Specialist

  RESPONSIBILITIES:-To operate the machine that assembles the oscilloscope and to fill the KANBAN system accordingly. -The task requires aging the product and to ensure that the product is in good condition which later shall be sent to the Quality department

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  Dell

  Jun 2009 - Jan 2013

  Level 3 escalations- Case management of the Whole ANZ team - Update agents on the process changes and detailed coaching to new hires.- Coaching on ANZ / SA care related processes to agents.- FY 11 – BRONZE AWARD for OUTSTANDING PERFORMANCE.- Highest Customer Experience contributor award- FY12 – BRONZE AWARD for OUTSTANDING PERFORMANCE.- Director’s award for outstanding performance and lasting contributions to high valued contributor in ANZ CSMB.- Conversion to Team Leader (L2) to handle escalations and agents overall ANZ (consumer)- Conversion to Force L3 (specialist team) to contain and be the customer’s advocate on handling Customer Experience related issues.- Completion of the Dell Service Academy (Graduation FY13) Show less

  • Social Media and Community Professional (Level 3)

    Mar 2010 - Jan 2013

  • Customer Service Executive

    Jun 2009 - Feb 2010
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  Motorola Solutions Malaysia

  Jan 2013 - Jan 2014

  Customer Service Operations Specialist

  - Responsible for all the Enterprise products repair request via phone and email.- Log RMA tickets as per customers request for the repair service.- Work closely with Technical support team to resolve customer’s issues.- Work closely with Contract team for all type of contract extension.- Clarify customers query regarding the Enterprise products. 1. Repeat Repair and Not Fault Found process (NFF).I. The intent of this procedure is to provide clear and concise directions for handling multiple Repeat Repair and NFF cases.II. Improve customer CSAT about Motorola repair governance.III. Improve Motorola Cost Saving for warranty devices with repeat NFF.IV. Encourage customers to subscribe service contract to identify theirs problem.V. Educate customers on how to perform simple troubleshoot steps to reduce the repeat repair volume.2. Email Standardization & Audit Implementation.I. Improvising current email templates and including the customer experience element into the emails.II. Essential to ensure customers emails are replied in a timely manner.III. Random emails from agents will be collected and measured based on the scorecard to provide feedbacks on where and how they can improve themselves.1. Successfully implemented the RR& NFF process with a current run rate of 70%2. Successfully managed to enforce the usage of templates and email standardization as well the usage of email audit. Show less

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  Zebra Technologies

  Jan 2014 - Aug 2016

  Customer Service Operations Specialist (SR)

  - Responsible for all the Enterprise products repair request via phone and email. - Log RMA tickets as per customers request for the repair service. - Work closely with Technical support team to resolve customer’s issues. - Work closely with Contract team for all type of contract extension. - Clarify customers query regarding the Enterprise products. Current Projects:1. Repeat Repair and Not Fault Found process (NFF). 2. Process Standardization & Implementation.3. Contract (Warranty) Extension salesAchievements. - Completed the ITIL professional certification. - Lowered down Escalation to 11%. - Managed to standardize the processes of countries as a unit. Show less

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  Dell Technologies | Penang, Malaysia

  Sept 2016 - now

  Handling Executive escalations received from Michael Dell & his Direct reports, VPs, Senior Executives, Walk In Escalations to office, Phone in escalation’s to Dell reception, Letters to Dell offices called as General mails, Legal escalations, (AG – Attorney General, BBB – Better Business Bureau escalations), Online complaint channels & at times exceptional request from Tech Support LeadersCurrent Role: 4th level Escalations, Process flows, Point of contact in each site for resolving escalations by coordinating & collaborating with multiple departments.Send executive reports / case summary as per case requirement to the stakeholders Show less

  • Resolution Manager

    Sept 2016 - now

  • Resolution Manager

    Sept 2016 - now