Open to opportunities

Archanna Devarajan

@archannadevarajan

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Customer service leader with 8+ years improving operations, resolving escalations, and driving team performance.

Malaysia

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What I'm looking for

I am looking for a growth-oriented role where I can lead teams, improve workflows, resolve escalations, and enhance customer satisfaction in a collaborative culture.

I am a customer service and operations professional with over eight years of experience across retail, e-commerce, and service industries, focused on delivering excellent customer experiences and operational improvements.

As a team leader, I led installer teams for large-scale projects, acted as primary liaison between stakeholders, and achieved a 98% on-time completion rate while reducing average resolution time by 25% using Zendesk.

I have hands-on experience managing daily inbound support, scheduling logistics, and improving post-purchase satisfaction by streamlining delivery and returns processes. My background also includes classroom and childcare roles that strengthened my communication, patience, and stakeholder engagement skills.

I seek to apply my leadership, workflow optimisation, and problem-solving skills in a dynamic role with growth opportunities and meaningful impact on customer experience.

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Experience

Work history, roles, and key accomplishments

Senior Customer Service Rep

The Hiive Group Sdn Bhd

Jan 2024 - Sep 2025 (1 year 8 months)

Led an installation team for IKEA assembly projects, ensuring 98% on-time completion and resolving high-level escalations; optimized schedules and cut average Zendesk resolution time by 25%.

Team Leadership Zendesk Scheduling Workflow Optimization Customer Relations KPI Tracking

Customer Service Executive

The Hiive Group Sdn Bhd

Nov 2022 - Dec 2023 (1 year 1 month)

Assisted IKEA customers with assembly scheduling and inquiries, coordinated installation activities, and handled escalations to improve customer satisfaction scores.

Customer Support Scheduling Communication Coordination

Customer Service Executive

WowShop Sdn Bhd

Dec 2021 - Sep 2022 (9 months)

Managed 50+ daily inbound calls about purchases, deliveries, and returns; streamlined delivery updates and return processes to improve post-purchase satisfaction.

Inbound Order Management Returns Processing Problem Solving

Childcare Teacher

Tunas Kijang Childcare Centre

Feb 2019 - Nov 2021 (2 years 9 months)

Supported classroom management and lesson planning, designed educational activities to enhance children's social and intellectual development while maintaining a safe environment.

Lesson planning Classroom Management Child Development Activity Design

Associate Teacher

Villa Maria Good Shepherd Kindergarten

Jan 2018 - Jan 2019 (1 year)

Facilitated toddler development through structured activities and assisted curriculum delivery to boost engagement and classroom participation.

Early Childhood Education Facilitation Student Engagement

Senior Executive

Sugam Karnatica

Jan 2016 - Dec 2017 (1 year 11 months)

Managed parent communications, fee collection, and student records; coordinated events and oversaw teacher payroll and attendance for compliance and accuracy.

Records Management Event Coordination Compliance