Surendra Raj
CUSTOMER CARE PROFESSIONAL
Bangkok
Summary
Professional with deep expertise in subject matter, prepared to drive impactful outcomes. Proven ability to deliver results through collaborative teamwork and adaptability. Skilled in research, analysis, and effective communication. Known for reliability and strong work ethics.
Overview
14
14
years of professional experience
1
1
Certification
3
3
Languages
Work History
Senior SME
Concentrix
05.2024 - Current
- Mentored and coached junior team members, contributing to their professional growth and development.
- Enhanced team performance by providing expert guidance on critical action plans and strategic initiatives catered specifically for iOS, iPadOS, WatchOS, tvOS, and all related devices.
- Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
- Gathered, organized and input information into digital database.
- Devised and implemented processes and procedures to streamline operations.
- Educated staff on organizational mission and goals to help employees achieve success.
- Generated reports detailing findings and recommendations.
- Served as the go-to expert for resolving technical challenges faced by advisors during phone interactions.
- Evaluated staff performance by CSAT and DSAT call listening and provided coaching to address inefficiencies.
Technical Support Advisor 2
Concentrix
11.2021 - 05.2024
- Maintained expert-level knowledge of company products to provide accurate information to clients during support calls or emails.
- Delivered exceptional service by empathizing with customers' concerns, and resolving their problems quickly and accurately.
- Mentored junior team members, sharing best practices and improving overall team performance levels.
- Maintained confidentiality when dealing with sensitive customer data, adhering strictly to company policies regarding privacy protection.
- Collaborated with cross-functional teams to identify and report in real time on recurring technical issues, resulting in rapid resolution.
- Reduced ASA for customers by efficiently prioritizing support requests and managing time effectively.
- Consistently reached and exceeded KPIs month after month for six business months.
Customer Support Specialist
Reebelo Inc (M)
04.2021 - 07.2021
- Handled inbound LiveChats via Zendesk, emails & calls.
- Provided assistance to customers with warranty claims, returns, replacement and refunds of purchased electronics on online webpage.
- Provided excellent customer care with impeccable empathy and care.
- Achieved consistently good CSAT scores and reviews on company’s TrustPilot review site with multiple mentions by satisfied customers.
Service Desk Analyst
ATOS Systems
01.2021 - 03.2021
- Provided IT technical support to MorganStanley’s clients & users.
- Remote desktop troubleshooting, prole recreation, password resets, Outlook troubleshooting, Avaya & MS Oce trained.
Customer Experience Specialist
Agoda International (M) Sdn Bhd
12.2017 - 06.2020
- Utilized telephone, online chat and email platforms to deliver outstanding customer service.
- Resolved customers issues related to online bookings, complaints and billing discrepancies to encourage good customer relationships.
- Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.
- Documented all customer interactions in internal database to maintain customer service history details.
- Maintained up-to-date knowledge of promotions and service changes.
After Sales Executive
Lexus Autocarriage Wing Hin Sdn Bhd
01.2013 - 06.2015
- Excelled at handling high profile clients.
- Maintained high levels of professionalism & courtesy with customers at all times, to always provide a polished customer care experience.
- Level-headed & calm in all interactions.
- Provided information on company latest offerings & recommended interval services.
After Sales Advisor and Race Team Pit Crew
Toyota Wing Hin Motorsports, Toyota Wing Hin Sdn Bhd
01.2012 - 01.2013
- Responded to customer service and warranty issues in a timely manner, and ensured maximum satisfaction.
- Evaluated and responded to incoming requests for technical support assistance.
- Met and exceeded the company's customer satisfaction survey and productivity goals.
- Provided technical support for the company’s racing team, having found success in the 12-hour Merdeka Millennium Endurance Race in 2011, 2012, and 2013.
Education
Automotive Technology & Motorsports Engineering -
08.2012
SPM - undefined
12.2007
- BAHASA MELAYU 7D (LULUS)
- BAHASA INGGERIS / GCE-O 1A (CEMERLANG) / 2A (CEMERLANG) PENDIDIKAN MORAL 8E (LULUS) SEJARAH 8E (LULUS) MATHEMATICS 7D (LULUS) ADDITIONAL MATHEMATICS 9G (GAGAL) PHYSICS 7D (LULUS) CHEMISTRY 9G (GAGAL) BIOLOGY 7D (LULUS) ENGLISH FOR SCIENCE & TECHNOLOGY 3B (KEPUJIAN)
Skills
Proficient in Microsoft Office Suite
Adept at using MacOS Office software
Experience with Zendesk
Experience with Shopify development
Clarity in written correspondence
Effective organizational skills
Cross-functional teamwork
Engaged listening
Collaborative decision-making
Effective time management
Certification
Emmersion Certificate of Language Ability- English Speaking
Timeline
Emmersion Certificate of Language Ability- English Speaking
11-2024
Senior SME - Concentrix
05.2024 - Current
Technical Support Advisor 2 - Concentrix
11.2021 - 05.2024
Customer Support Specialist - Reebelo Inc (M)
04.2021 - 07.2021
Service Desk Analyst - ATOS Systems
01.2021 - 03.2021
Customer Experience Specialist - Agoda International (M) Sdn Bhd
12.2017 - 06.2020
After Sales Executive - Lexus Autocarriage Wing Hin Sdn Bhd
01.2013 - 06.2015
After Sales Advisor and Race Team Pit Crew - Toyota Wing Hin Motorsports, Toyota Wing Hin Sdn Bhd
01.2012 - 01.2013
Kajang Highschool - SPM,
The Otomotif College - Automotive Technology & Motorsports Engineering,