Summary
Overview
Work History
Education
Skills
Language
Timeline
Generic

Prasana Nadarajan

Summary

Dynamic and results-driven Customer Service and Account Management professional with strong experience in the telecommunications and BPO industries, including key account handling for major telecom providers. Well-versed in managing both consumer and business customers with a focus on building long-lasting client relationships and delivering solutions with precision and care. Skilled in systems like Salesforce, Siebel, and EBS to streamline operations and drive customer engagement. Known for strategic thinking, clear communication, and the ability to perform under pressure. Committed to team collaboration, continuous growth, and delivering exceptional service and business outcomes.

Overview

13
13
years of professional experience
2010
2010
years of post-secondary education

Work History

Chef de Partie

Jim Edwards Bar & Restaurant
07.2024 - 04.2025
  • Responsible for managing a designated section of the kitchen in a busy, high-volume restaurant renowned for its locally sourced produce and refined Irish cuisine.
  • Prepared and plated dishes to a consistently high standard across both à la carte and gastro pub menus.
  • Maintained strict adherence to HACCP guidelines, food hygiene, and safety regulations.
  • Managed inventory and ordering for assigned section, minimizing waste and optimizing stock rotation.
  • Ensured timely execution of orders during peak hours while maintaining presentation and quality standards.

Account Manager

TDCX
04.2023 - 07.2024
  • Company Overview: Leading Singapore Telecommunications company (StarHub)
  • Spearheaded account management for a leading Singapore Telecommunications company (StarHub).
  • Formulated and executed strategic account plans, surpassing sales targets and fostering client relationships.
  • Proactively managed a portfolio of key accounts, ensuring customer satisfaction and identifying new business opportunities.
  • Stayed abreast of industry trends to develop targeted sales strategies for both current and prospective clients.
  • Employed Sales Force software to track sales activities, manage customer interactions, and enhance sales process efficiency.
  • Successfully negotiated contracts and pricing agreements, consistently securing favorable terms for the company and clients.
  • Provided timely and accurate sales reports and forecasts to the Team Leader, facilitating data-driven decision-making.
  • Resolved customer inquiries and concerns promptly through calls and emails, maintaining high levels of satisfaction and retention.
  • Proficiently handled EBS system, Sales Force, Siebel, and related tools for customer and system management.
  • Mentored and trained new team members, contributing to the development of a high-performing and unified sales team.
  • Leading Singapore Telecommunications company (StarHub)

Senior Account Manager

Tradingpost Group Ltd
01.2020 - 04.2023
  • Company Overview: Australia Based Company
  • Achieve a daily minimum Talktime of 90 minutes.
  • Maintain a zero-cancellation target.
  • Conduct necessary sales calls as required.
  • Ensure clarity and precision in guides and ads on accounts.
  • Strive for a minimum of 3 conversions monthly.
  • Avoid missing any scheduled touch base calls.
  • Ensure comprehensive management of account issues or changes, including:
  • - Accurate display of ads
  • - Daily updates on feeds
  • - Monitoring and updating display features and reports
  • - Maintaining accurate logos for branding
  • - Preventing system errors across all accounts
  • - Avoiding budget set to zero
  • - Ensuring error-free and attractive ads for EDM insertions
  • Secure a minimum of 1 online review (buyer or seller) per month.
  • Sustain subscription bills with no reduction.
  • Achieve 100% cash collection for all Transaction Requests (TR) within 30 days.
  • Australia Based Company

Customer Service Executive

Sudong Sdn Bhd
06.2019 - 12.2019
  • Respond to incoming calls and address customer queries, concerns, and requests.
  • Proactively promote and cross-sell products during customer interactions.
  • Renew contracts for expired customers through effective re-contracting processes.
  • Conduct follow-ups on customer complaints, ensuring resolution and satisfaction.
  • Monitor and respond to emails daily, providing timely and relevant assistance to customers during the evening shift.
  • Engage in live chat support on a rotational basis, offering real-time assistance to customers.

Tele Sales Representative

Tradingpost Group Ltd
01.2019 - 06.2019
  • Company Overview: Advertising company well known in the Australian market for the past 50 years.
  • To perform outbound calls to Australia Market to introduce a platform called Trueresult.
  • Explain to customers the benefit of the product and get customers to sign up for the plan.
  • Send an email to the customer on the product after done full presentation of the product.
  • Follow up and respond to customers if have any queries.
  • Able to negotiate and convince customers about the product.
  • Send sales orders and guide customers on how to key in details for payment and the sales will take over by the Account Manager after successful payment.
  • KPI - to hit 90 minutes of the Talktime and '4' sales a month.
  • Advertising company well known in the Australian market for the past 50 years.

Customer service executive

Maxis
09.2017 - 12.2018
  • Inbound Agent:
  • Responded to inbound calls promptly, addressing customer inquiries, complaints, and requests.
  • Implemented up-selling and cross-selling strategies for various products.
  • Executed re-contracting processes for expired customers.
  • Conducted follow-ups on complaint calls to ensure resolution and customer satisfaction.
  • Checked and responded to emails during the evening shift.
  • Engaged in live chat support on a rotational basis.
  • Savedesk / Sales Representative:
  • Conducted outbound calls to customers who switched telco, presented current promotions, and encouraged them to port back to Maxis.
  • Initiated outbound calls to customers for upselling products and upgrading plans.
  • Provided daily success rate reports to the Team Leader.

Customer Service Executive

TIME dotCom Berhad
11.2016 - 09.2017
  • Provide exceptional customer service through multiple channels, including phone calls and emails.
  • Respond promptly and professionally to customer inquiries, complaints, and feedback, ensuring a high level of customer satisfaction.
  • Assist customers with appointment bookings, rescheduling, and provide accurate information regarding products and services.
  • Collaborate with internal teams to address customer concerns, resolve technical issues, and improve service delivery.
  • Maintain detailed records of customer interactions, transactions, inquiries, and complaints using CRM systems.
  • Identify recurring customer issues and provide feedback to management for continuous service improvement.
  • Work in rotational shifts, including nights, weekends, and public holidays, to provide 24/7 customer support.

Customer Service Executive

Aegis BPO Malaysia Sdn Bhd
10.2012 - 11.2016
  • Delivered high-quality support to StarHub cable TV and broadband customers in Singapore via inbound calls, addressing inquiries, billing concerns, service requests, and payment extension issues.
  • Effectively managed escalated calls (“Manager calls”), resolving customer complaints and ensuring follow-ups were handled promptly and professionally.
  • Maintained a calm and empathetic demeanor with upset or irate customers, successfully repairing trust and providing tailored solutions based on individual customer needs.
  • Investigated and resolved service problems by coordinating with internal departments and utilizing available resources efficiently.
  • Demonstrated strong knowledge of StarHub’s products, services, and promotions to provide accurate information and upsell when appropriate.
  • Recorded customer interactions and issues in CRM systems, ensuring data accuracy and consistent service delivery.
  • Gained nearly 4 years of hands-on experience in a fast-paced BPO environment, supporting StarHub's consumer base in Singapore.
  • Built a reputation for excellent customer service, displaying a strong ability to resolve complex issues, de-escalate conflict, and maintain customer loyalty.
  • Proven ability to perform under pressure, manage high call volumes, and handle difficult conversations with professionalism and empathy.
  • Developed strong problem-solving skills and the ability to work independently and as part of a team.

Education

Primary/Secondary School/"O" Level -

SMK Taman Klang Utama

Skills

  • Problem Solving
  • Organised
  • Analytical Thinking
  • Time Management
  • Multitasking
  • Negotiation

Language

English

Malay

Tamil

Timeline

Chef de Partie

Jim Edwards Bar & Restaurant
07.2024 - 04.2025

Account Manager

TDCX
04.2023 - 07.2024

Senior Account Manager

Tradingpost Group Ltd
01.2020 - 04.2023

Customer Service Executive

Sudong Sdn Bhd
06.2019 - 12.2019

Tele Sales Representative

Tradingpost Group Ltd
01.2019 - 06.2019

Customer service executive

Maxis
09.2017 - 12.2018

Customer Service Executive

TIME dotCom Berhad
11.2016 - 09.2017

Customer Service Executive

Aegis BPO Malaysia Sdn Bhd
10.2012 - 11.2016

Primary/Secondary School/"O" Level -

SMK Taman Klang Utama

Similar Profiles

CREATE PROFILE
Prasana Nadarajan