Kalii Thevan

Experience

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  Digi Telecommunications

  May 2018 - Jun 2019

  Customer Support Specialist

  • Customer Service: Delivered customer support by addressing inquiries, resolving concerns and managing escalated issues. Managed calls and emails related to billing inquiries, account adjustments and payment processing.• Billing Systems & Collaboration: Navigated billing systems to update customer information, process payments and generate invoices. Collaborated with the billing team to investigate discrepancies and ensure billing accuracy.

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  UOB

  Jun 2019 - Jun 2021

  Service Escalation Manager

  • Client Issue Resolution: Spearheaded the resolution of escalated customer issues, ensuring timely and satisfactory outcomes for high-value clients by collaborating closely with relationship managers and internal stakeholders. • Cross-Functional Collaboration: Acted as a liaison between customers and various departments, including wealth management and operations, to streamline processes and deliver seamless service, enhancing client satisfaction. • Strategic Cross-Selling: Developed strategies to identify and capitalize on cross-selling opportunities, led to an 18% increase in product penetration within the target segment, consistently exceeding quarterly sales targets by 25%. • Performance Evaluation: Conducted regular performance evaluations and provided coaching to team members, optimizing service delivery and achieving departmental objectives through continuous improvement initiatives. Show less

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  Medicare Assistance Sdn Bhd

  Jul 2021 - Dec 2021

  Customer Service Team Lead

  • Service Level Monitoring: Supervised customer service operations, ensuring prompt and accurate responses to customer inquiries, and monitored service levels to maintain high standards of service delivery.• Conflict Resolution: Effectively resolved escalated customer issues with professionalism, employing conflict resolution strategies to deliver optimal solutions that balanced customer satisfaction with organizational policies. • Training & Staff Development: Delivered comprehensive training and mentorship to customer service officers, focusing on advanced customer interaction techniques, script adherence, and communication skills. • Reporting & Feedback Analysis: Compiled and analyzed daily reports to evaluate performance and identify improvement areas. Conducted customer satisfaction surveys to assess product efficiency and strategic decisions. Show less

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  Star Media Group Berhad

  Jan 2022 - now

  Assistant Manager

  • Team Leadership & CRM: Leads a team of 15 customer service representatives, providing guidance and direction to enhance customer satisfaction and reduce complaints by implementing effective customer service strategies. • Market Analysis: Conduct market research, identifying customer needs and trends which led to the successful launch of new products, including Starbiz, Suria7 and Majority7, contributing to a 20% market share increase.• Data Analytics: Leveraged Looker Studio and Power BI to create over 7 dynamic dashboards and comprehensive reports, providing actionable insights that optimized decision-making efficiency by 15%. • Team Management: Leads a diverse team, optimizing performance through targeted training and performance evaluations. Ensures a safe work environment by enforcing safety protocols and regulatory compliance. • Financial Management: Oversees budgets, ensures profitability, and fosters strong relationships with stakeholders through strategic communication, financial reporting, and regular performance reviews. Show less