{ "$schema": "https://cvjson.com/schema/v1.json", "basics": { "name": "Surendra Raj", "label": "Team Lead (Operations)", "summary": "Quick thinking, determined, critical thinking and committed to the cause. Able to cope with extreme pressures and produce results. Ever willing to put in the time and effort to learn and better myself.", "location": "Kuala Lumpur, Malaysia" }, "work": [ { "company": "Concentrix KL", "position": "Senior SME, Team Leader (Operations)", "location": "Kuala Lumpur", "startDate": "2025-12", "current": true, "highlights": [ "Mentored and coached junior team members, contributing to their growth and professional development", "Devised and implemented processes and procedures to streamline operations", "Evaluated staff performance by CSAT and DSAT call listening and provided coaching to address inefficiencies" ] }, { "company": "Apple Support, Concentrix Thailand", "position": "Senior SME, Team Leader (Operations)", "location": "Bhiraj Tower, BiTEC Bang Na, Bangkok", "startDate": "2022-08", "endDate": "2025-12", "highlights": [ "Mentored and coached junior team members, contributing to their growth and professional 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", "Devised and implemented processes and procedures to streamline operations", "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" ] }, { "company": "Apple Support, Concentrix Thailand", "position": "Technical Support Advisor Tier 2/ Flex QA (Operations)", "location": "Bhiraj Tower, BiTEC Bang Na, Bangkok", "startDate": "2021-11", "endDate": "2022-08", "highlights": [ "Maintained expert-level knowledge of company products to provide accurate information to clients during support calls or emails", "Maintained confidentiality when dealing with sensitive customer data, adhering strictly to company policies regarding privacy protection", "Consistently reached and exceeded KPIs month after month for six business months" ] }, { "company": "Reebelo Inc (M), Kuala Lumpur", "position": "Customer Support Specialist", "startDate": "2021-04", "endDate": "2021-07", "highlights": [ "Handled inbound LiveChats via Zendesk, emails & calls", "Provided assistance to customers with warranty claims, returns, replacement and refunds of purchased electronics on online webpage", "Achieved consistently good CSAT scores and reviews on company's TrustPilot review site with multiple mentions by satisfied customers" ] }, { "company": "ATOS Systems, Cyberjaya", "position": "Service Desk Analyst", "startDate": "2021-01", "endDate": "2021-03", "highlights": [ "Provided IT technical support to MorganStanley's clients & users", "Remote desktop troubleshooting, prole recreation, password resets, Outlook troubleshooting, Avaya & MS Office trained" ] }, { "company": "Agoda International (M) Sdn Bhd, Midvalley City", "position": "Customer Experience Specialist", "startDate": "2017-12", "endDate": "2020-06", "highlights": [ "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", "Maintained up-to-date knowledge of promotions and service changes" ] }, { "company": "Lexus Autocarriage Wing Hin Sdn Bhd, Sungai Besi", "position": "Service Executive", "startDate": "2013-01", "endDate": "2014-08", "highlights": [ "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", "Fostered and maintained high levels of discretion with clients’ and vehicle information" ] }, { "company": "Toyota Wing Hin Sdn Bhd, Kuala Lumpur", "position": "Service Advisor", "location": "Balakong", "startDate": "2012-01", "endDate": "2013-01", "highlights": [ "Responded to customer service and warranty issues in a timely manner, and ensured maximum satisfaction", "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" ] }, { "company": "TRD Wing Hin Motorsports", "position": "Pit crew & Fuel rig operator", "location": "Balakong", "startDate": "2010-01", "endDate": "2012-12", "highlights": [ "Sepang 1000 KM 2009 (Class 1)", "Team Pentagon J's Racing: 3rd place.", "Sepang 1000 KM 2011 (Class 2)", "Team Riyoz J's Racing (14th in class, 18th overall)", "Sepang 1000 KM 2014 (Class 2)", "Team Riyoz J's Racing: DNF", "Merdeka Millennium Endurance 2010 (Touring Production)", "Team TRD Wing Hin Toyota: DNF", "Merdeka Millennium Endurance 2011 (Touring Production)", "Team TRD Wing Hin Toyota: 3rd place", "Merdeka Millennium Endurance 2012 (Touring Production)", "Team TRD Wing Hin Toyota: 3rd place" ] } ], "education": [ { "institution": "The Otomotif College, Petaling Jaya", "degree": "Motorsports & Automotive Texhnology", "field": "Certificate", "startDate": "2009-03", "endDate": "2012-04" }, { "institution": "Kajang Highschool, Kajang", "degree": "SPM", "startDate": "2003-01", "endDate": "2007-12" } ], "skills": [ "Microsoft Office Suite", "MacOS Office software", "Cross-functional teamwork", "Effective time management", "Google Apps", "Conflict Resolution", "Data Analysis", "Team Development", "Customer Relationship Management", "Process Improvement", "Workflow Optimization" ], "languages": [ { "language": "English", "fluency": "Fluent" }, { "language": "Bahasa Malaysia", "fluency": "Fluent" }, { "language": "Tamil", "fluency": "Fluent" } ], "certificates": [ { "name": "Emmersion Certificate of Language Ability- English Speaking", "date": "2024-11" } ], "referencesMode": "hide", "availability": { "status": "open" }, "ats": { "keywords": [ "Senior SME, Team Leader (Operations)", "Concentrix KL", "Apple Support, Concentrix Thailand", "Technical Support Advisor Tier 2/ Flex QA (Operations)", "Customer Support Specialist", "Reebelo Inc (M), Kuala Lumpur", "Service Desk Analyst", "ATOS Systems, Cyberjaya", "Customer Experience Specialist", "Agoda International (M) Sdn Bhd, Midvalley City", "Service Executive", "Lexus Autocarriage Wing Hin Sdn Bhd, Sungai Besi", "Service Advisor", "Toyota Wing Hin Sdn Bhd, Kuala Lumpur", "Pit crew & Fuel rig operator", "TRD Wing Hin Motorsports", "Certificate", "Microsoft Office Suite", "MacOS Office software", "Cross-functional teamwork", "Effective time management", "Google Apps", "Conflict Resolution", "Data Analysis", "Team Development", "Customer Relationship Management", "Process Improvement", "Workflow Optimization", "English", "Bahasa Malaysia", "Tamil", "Emmersion Certificate of Language Ability- English Speaking", "Team Lead (Operations)" ], "yearsOfExperience": 17, "seniority": "senior", "highestEducation": "Certificate" }, "verification": { "email": true, "platform": "freecv.org" }, "i18n": { 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