@ericnk75
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Eric Naveen Kumar
48
Male
member since Jun 21 2018
Malaysian
My skills
A Call Centre / Helpdesk professional with over 20 years of working experience. Promoted working environment/procedures conducive to improving productivity, increasing efficiency, enhancing quality, and strengthening financial results. Motivated to work efficiently without direct supervision in any busy environment, handling many tasks simultaneously, able to prioritize workload and multi-task. Good problem solving skills.
Languages Spoken
English (Mother Tongue) Malay (Advanced) Tamil (Advanced)Full CV / Resume
PODs The Backpackers Home and Cafe Dec 2017 to Present
In-House Maintenance Engineer and Cafe Staff
To manage the maintenance of the Hos premise. Jobs include painting, electrical and other handyman tasks as and when required. To promote the in-house cafe menu and to take orders for breakfast/lunch/dinner and serve to customers. Preparing various coffee, tea, juices and milk shakes. Also managed the stock inventory at the end of shift. Open/Close cash drawer at the beginning and ending of shifts. Was also involved in coordinating events such as rooftop BBQ, movie nights, walking tour around KL city and promoting the hos for better occupancy and business.
Thailand May 2017 to Dec 2017
Grabcar Sdn Bhd Sep 2016 to Apr 2017
Driver
Transported clients safely to various locations, including work, airport, hos and stations; provided door-to-door with customer service representatives, office personnel and increased revenue through strong focus on customer clean, pleasant vehicle interior and excellent customer service, professionally managed sometimes belligerent customers.
Grab Sdn Bhd Mar 2016 to Sep 2016
Customer Experience Associate
Singapore Hotline Grab's customers (taxi drivers and passengers) in using Grab mobile application. Tomanage service inquiries and disputes arising from Grabs customers and maintaiing a good relationship and community building efforts with Grabs customers. Performed administrative tasks involving taxi drivers , such as involving top-up, changes in information, etcSupport other departments campaigns when the need arises.
Relocated to Thailand Jun 2015 to Feb 2016
Business
Relocated to Thailand with my family.
Atos Services (M) SdnBhd Jun 2014 to May 2015
Service Desk Analyst, Americas
Received and logged all customer calls as well as s in a professional, courteous manner. Provided First Time Fix wherever possible and applied known solutions, advice and guidance accordingly to customers. Performed diagnostics and troubleshooting of customers applications, hardware, network and procedural issues. Escalated and ensured all Severity 2 issues are being monitored until closure. Awarded 2nd Runner up for the Top Employee Awards in the company.
Computer Sciences Corporation Jan 2013 to May 2014
IT Helpdesk Analyst, Americas
Provided 1st level support to customers request via and for Exelon US employees. Performed diagnostics and troubleshooting of applications, hardware, network and procedural issues. Performed remote troubleshooting as and when required and escalate Severity 2 issues to second-level support when necessary.
Shell IT Malaysia Nov 2009 to Dec 2012
IT Global Support Associate, AP, AUS & NZ, Europe & Americas
Supported the contractual service level in the achievement of prompt response, high level of customer service for Shell employees while ensuring appropriate process standards are met and maintained. Handled or diagnostic and troubleshooting.
TNT Express Worldwide (M) Feb 2004 to Oct 2009
Customer Service Supervisor, Frontline Support, Major s, Life Sciences
Lead, motivate and empowered staff through effective and open communication. Provided regular performance feedback in order to maximize customer satisfaction and team productivity. Facilitated team meetings and other two-way communication sessions as well as organized CS between frontline and support staff to ensure better working relationship. Identified ongoing service issues, reports and recommended solutions to the Centre Management.
IT-365 (M) Sdn. Bhd., TPM Sep 1999 to Jan 2004
IT-Hub Supervisor, Standard Chartered UK
Maintained a leadership/management role for 27 call centre staff while administering real time monitoring of call performances into the call centre. Managed country transitions and new services introduced into the call centre successfully. Involved in setting up the Command Centre prior to a Disaster Recovery testing. Conducted agent performance management review every quarter and analyzed statistical information reports/trends in order to direct the activities of the centre to ensure service delivery consistency. Provided training related functions, including the development of action plans and skill development.
Binariang Bhd., Bandar Sunway Jun 1995 to Jul 1999
Team Leader, Operator Services
Supervised and trained 15 staff members on policies and procedures, thus securing the high service standards in the department at all times. Conducted service observations to ensure the quality of service rendered to customers. Chaired monthly performance review meetings on a monthly weekly reports on the teams as well as staffs performance.
About Me
I am basically a fun, independent and a great teamwork type of personality. I love adventures and sharing/learning new skills. I like listening to music, having a good chat time with people from different walks of life. Life is a great adventure when you know how to handle/overcome it and I am always the learning kind. Coming from a corporate background, I now realized that there is something missing which I love doing is to work in small entities with great people.
