Shalini G.Keisawan

Experience

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  WESTERN DIGITAL (formerly known as KOMAG USA)

  Feb 2004 - Jan 2008

  Manufacturing Technician

  Performing visual inspection to clarify the media quality and reading within the specificationProvide technical support to resolve the manufacturing issue caused by the machine ( Uv, Lubber, bagger machine , VI lifter )Troubleshoot the machine to maintain the yieldArrange manpower according to the shift and allocation of work cell Prepare the end of shift report every day

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  VADS Berhad

  Oct 2010 - Aug 2017

  Senior Customer Service Representative

  Manage & handling New Recruit Team (NRT) for 3 months before hands over to Team LeaderActing Team Lead for Product Billing NRT’s ( Batch 22) Mentor/Coach for all NRT Provide one on one sessions with NRT on their Fatal Score’sProvides initiative plan / action plan to all new recruit batchPreparing timesheet for NRTPreparing Performance Report & Quality Report on NRT performance on weekly basisPreparing a New Template on Process Flow for NRT to hands on Conducting briefing and hurdles session with NRT every day throughout the Mentor programs Conducting training & buzz sessions on new product launch to all staffsRetrieved and escalate all the bounced Service Reports from Clients to the related CSPAssist customer to any queries regarding TM’s product such as fault, promotion and billing related issue via inbound callCreate a report related to customer inquiries for every call attended & assigned if needed Escalated the unassigned report accordingly to the higher level for further action.Ensuring that customer complaint and feedback solved on time by follow up with the respective team Calibration on the fatal score Maintain the KPI every month as set by the management.PIC for Penang Centre Survey & Assessment Completion Show less

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  Zebra Technologies

  Aug 2017 - now

  Responsible for managing calls and emails from customers within the North America region in relation to portal inquiries.Handles requests such as registration, access issue, portal usage, resetting the password for RMA portal, Software Downloads, Learning Portal, Support Community, and VisibilityIQ Portal.SME for Portal.Setup support / OVS dashboard for partner and end-users from GlobalInvolved in a Project (User Onboarding Automation) and appointed as SME for this projectHandled and resolved 1st Level escalation received through calls and emails.Builds relationships with Onboarding PM, Account Managers, CEM Team, VS SDM Team, Product Management Team, Business Partners, and end-users.Assisted customers with onsite support requests and dispatched the SR to Field Service Technicians.Experienced in RMA creation and follows up accordingly with relevant points of contact to ensure cases resolve within SLA.Attend a Conference Call when needed.Preparing monthly reports on team productivity and sending it to the Managers. Preparing Team Attendance Tracker on a daily basis and sending it to the Managers. Compiling Absentee reports. Setting a team meeting with the team on a weekly basis Perform other duties as assigned. Show less

  • Business Analyst II

    Jun 2022 - now

  • Technical Customer Support Senior

    May 2021 - Jun 2022

  • Technical Customer Support Level 2 ( Portal Administrator)

    Aug 2017 - May 2021