Kamalkara Rao Jaldi
Senior Customer Support Executive (Call Support)
Kuala Lumpur,14
Summary
Dynamic Senior Customer Service Representative with a proven track record at Xevera SDN BHD, excelling in customer support and complaint investigation. Recognized for mentoring team members and consistently exceeding performance targets. Skilled in process improvement and adept at managing high-stress situations, fostering loyalty and enhancing customer satisfaction. ACE Leadership program Certified.
Overview
16
16
years of professional experience
1
1
Certification
3
3
Languages
Work History
Senior Customer Service Representative
Xevera SDN BHD
03.2022 - Current
- Mentored junior team members, contributing to their professional development and overall team success.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Utilized CRM tools effectively for efficient tracking and reporting of customer interactions and outcomes.
- Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
- Established strong rapport with customers, fostering long-term relationships and repeat business.
- Consistently exceeded performance targets, earning recognition as a top-performing Senior Customer Service Representative on multiple occasions.
- Developed solutions-oriented approaches when faced with challenging situations or dissatisfied customers.
- Collaborated with cross-functional teams to develop new strategies for enhancing customer experience.
Senior Customer Service Representative
Scicom (MSC) Berhad
09.2018 - 02.2022
- Watched flagged customer accounts to monitor ongoing issues and deploy newfound solutions for outstanding concerns.
- Analyzed customer data to identify trends and opportunities for improving customer satisfaction levels.
- Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
Store Manager
Vodafone
05.2015 - 05.2018
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Managed inventory control, cash control, and store opening and closing procedures.
- Assisted with hiring, training and mentoring new staff members.
- Completed point of sale opening and closing procedures.
- Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
- Maximized sales by creating innovative visual merchandising displays and store layouts.
Team Leader
Firstsource Solutions
05.2012 - 05.2014
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
Customer Service Representative
Firstsource Solutions
05.2010 - 05.2012
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
Education
Bachelor of Science - Mechanical Engineering
Koneru Lakshamaih College of Engineering
Vijayawada, India 04.2001 -
Skills
Customer support
Escalation management
Call center experience
Order fulfillment
Call auditing
Floor supervision
ACE Leadership Certification
Process improvement
Decision-making
Complaint investigation
Certification
Certified [ACE Leadership], [Xevera]
Timeline
Senior Customer Service Representative
Xevera SDN BHD
03.2022 - Current
Senior Customer Service Representative
Scicom (MSC) Berhad
09.2018 - 02.2022
Store Manager
Vodafone
05.2015 - 05.2018
Team Leader
Firstsource Solutions
05.2012 - 05.2014
Customer Service Representative
Firstsource Solutions
05.2010 - 05.2012
Bachelor of Science - Mechanical Engineering
Koneru Lakshamaih College of Engineering
04.2001 -