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Bhagavadzhini M. — Senior Business Compliance Analyst from Malaysia

Bhagavadzhini M.

Senior Business Compliance Analyst

Malaysia Less than 1 year
Open to offersNew to Platform
Languages
English
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About

Bhagavadzhini M., a seasoned Customer Care Professional with over seven years of experience, excels in regulatory compliance monitoring, customer experience optimization, and process improvement. Recently at American Express (Malaysia) Sdn. Bhd., she enhanced compliance and customer satisfaction for the US Market through effective CRM management and by leveraging her expertise in data analysis and quality assurance. Her tenure at Agoda and Scicom Berhad showcases her capability in issue resolution, booking management, and service optimization. Recognized multiple times for her customer-focused performance, including the Best CCP (Ambassador) and Customer Service Awards, her proficiency in not just meeting but exceeding quality standards demonstrates her dedication to operational excellence. Bhagavadzhini continues to pursue her Bachelor of Human Resource Management at Open University Malaysia, augmenting her skill set for further career advancement in business and compliance analysis.

Experience

  • Customer Care Professional

    American Express (Malaysia) Sdn. Bhd. · 2022 — Present
    Provide exemplary customer service across multiple channels, ensuring resolution of inquiries while adhering to company policies and compliance standards. Build customer relationships using a consultative approach, effectively addressing needs and negotiating solutions. Assess customer needs to recommend suitable products and services. Maintain high quality standards in compliance, aligning interactions with operational requirements. Navigate various customer service platforms, including CRM and payment processing systems, to manage accounts and facilitate transactions. Adapt to operational shifts to enhance service delivery and improve workflow efficiency.

  • Customer Experience Specialist

    Agoda · 2021 — 2022
    Deliver exceptional support by managing inbound calls, efficiently addressing customer inquiries, and resolving issues to ensure a smooth booking experience. Assist customers with reservation issues, guiding them throughout the booking process while providing accurate information. Handle customer complaints and disputes professionally, ensuring timely resolutions to uphold service quality and brand reputation. Use Agoda’s customer service tools to accurately update customer records, enhancing operational efficiency and minimizing booking errors.

  • Customer Service (Shopee Project)

    Scicom (MSC) Berhad · 2020 — 2021
    Respond to inquiries from customers and sellers via inbound calls and emails, providing accurate assistance to enhance response time and customer satisfaction. Support customers in selecting products by offering recommendations and answering queries, thus improving engagement. Log customer interactions into the Customer Relationship Management System (CRMS) for accurate data tracking and effective follow-up. Ensure timely resolutions to concerns by providing necessary information or escalating issues to appropriate teams.

  • Starhub Customer Service Executive

    Aegis BPO Malaysia Sdn. Bhd. · 2019 — 2020
    Handle inbound calls to address general inquiries, complaints, and feedback professionally, fostering a positive customer experience. Resolve inquiries related to company products and services efficiently, enhancing customer satisfaction and retention. Inform customers of current promotions, aligning offers with their needs to optimize sales opportunities. Conduct follow-ups on open cases to ensure timely resolutions, contributing to improved operational efficiency.

  • Front Desk Officer

    Grand View Hotel, Chariton Hotel Ipoh · 2017 — 2018
    Manage check-in and check-out processes to provide a seamless experience for guests. Address guest inquiries while providing personalized assistance and effectively managing complaints to enhance satisfaction. Compile and distribute operational reports, ensuring accurate financial account balancing at shift ends. Handle online and phone reservations, improving booking processes to optimize revenue and operational efficiency.

Skills & Expertise

Compliance / RegulatoryCustomer ServiceData AnalystData ScientistCustomer Service and Admin Support

Education

  • Malaysian Certificate of Education (SPM)
    Sekolah Menengah Kebangsaan Dato' Zulkifli Muhammad · 2014 — 2014
  • Bachelor of Human Resource Management with Honours (Part-Time)
    Open University Malaysia (OUM)

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