RESUME

NAVIN K.RAMALINGAM
Contact Info

Permanent Address

: No 36, Hala Keledang Emas 5, Tmn Keledang Emas

30100 Ipoh, Perak

Current Address

: R1-04-07, Subang Perdana GoodYear Court 8, Jln USJ 14/1,

47630 Subang Jaya

Telephone Num.

: 05-2825184

Mobile Num.

: 014-9291109

Email

: knavinr@gmail.com
Personal Particulars

Age

: 28

Nationality

: Malaysian

Gender

: Male

Marital Status

: Married

IC Num

: 860725-08-5153

Educational Background

DEGREE
Course

: B.Sc. Mathematics

Institute

: University of Tun Abdul Razak

Grade

: 2nd Class Upper

STPM
Stream

: Science

Institute

: SMK St.Michael, Ipoh

CGPA

: 3.92/4
Subjects
PENGAJIAN AM
MATHEMATICS T
BIOLOGY
CHEMISTRY
PHYSICS
MUET

Graduation Date

: December 2005

SIJIL PELAJARAN MALAYSIA

Institution

: SMK St.Michael

Stream

: Science

Grade

: 5 A1, 4 A2 & 1 B3.

Graduation Date

: December 2003

CGP
A
A
AA
ABand 5

Objective

To gain some knowledge and experience of the job, to enable to attain the highest level of
excellence and to serve the organization to the best of my ability.

Employment History

FULL TIME JOB

Standard Chartered Bank Malaysia (HeadQuarteres)
Position

: Customer Experience Manager

Duration

: 1st August 2013 13th February 2015

Reason for Leaving

: Voluntary Separation Scheme

Job Description
1. Deliver world class one stop customer service via electronic mode
Handle service enquiry
Strengthen customer service capabilities by following closely to the required

standards

Service recovery
2. Handling customer complaints, feedbacks and compliments

Complaints Resolution Unit for Malaysia

Liaising with regulatory bodies e.g. BNM, FMB, Police and etc.
Perform thorough investigation on customers complaints/feedbacks and
communicate to customer on its resolution within the set TAT.

3. Meet or exceed service standard and target

By contributing to achieve departments objectives of all e-mails received and

complaints are completed before or within TAT
Ensure requests or investigations are completed appropriately & e-mailed out to
other channels/departments within the same day case handled
Ensure proper follow up and fulfill promises made to customers
Ensure compliance with Group Policy & Standards, local laws and regulations,
controls & procedures of the Bank
4. Compliance Risk And Money Laundering Prevention Requirements

To be updated with the latest product/workflow procedures & ensure full

compliance with operational risk/control
Ensure fulfillment of role that obligations on prevention of money laundering
under the Group policy and Standards and comply with laws and regulations
Ensure processing & decision making
By contributing to achieve departments objectives of all e-mails received are
cleared before or within TAT
Ensure requests or investigations are completed appropriately & e-mailed out to
other channels/departments within the same day case handled
Ensure proper follow up and fulfill promises made to customers
Ensure compliance with Group policy & Standards, Local laws and Regulations
& Procedures of the Bank

Citibank Berhad
Position

: Authorised Signer

Duration

: March 2012 30th June 2013

Job Description
Handle credit card portfolio. Empowerment to handle things such as:

To deliver excellent service through Citibank difference via phone interactions

with existing customers by providing customer servicing/transaction capability
and to prospects by generating interests and generates leads.

To identify and create cross sales opportunities with existing customers with an
objective of deepening customer relationships (Credit Card Loans, Balance
Transfer and Installment plans).

To comply with Citibanks policies and available procedures/guidelines to ensure

safety and security of the Bank and customers assets are maintained.

Assist Team Manager in conducting Call Quality Control (Quality Assurance) for
new Citiphone Officer on a monthly basis.

Sales Leader in the team and provide sales guidance to the team members.

Aeon Credit Services

Position

: Collection Officer

Duration

: 1st November 2010 March 2012

Reason for Leaving

: Low salary compared to high qualification

Job Description

Department of personal financing

In charge of collection for delinquent cases(D1)

Call customer to remind, inform, educate, negotiate about personal loan debt
settlement (outstanding for 1 month)

Achieve the daily attempts target and monthly collection target.

Improve negotiation skills and provide good customer service

Maintaining and uplifting the image of Aeon Credit Services through excellent
services.

Skills and Strengths

Excellent interpersonal and clear communication skills

Excellent command and writing in English and Bahasa Melayu

Excellent negotiation and problem solving skills

High analytical skills and attentive to details.

Able to go under pressure and work as an individual or as a team

A fast learner and willing to learn new knowledge and skills

Computer Programs

Microsoft Office, Open Word, Oracle, CEMS, KANA

Adobe Photoshop, Light Room, Illustrator

Adobe After effects

Mac OSX

References
Mr Selvarajah
Service Quality Manager
Customer Resolution Unit
Standard Chartered Bank Malaysia
H/P: 012-2269994
Ms Kala
Citbank Bhd
Kuala Lumpur
H/P: 013-242 3100