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@archannadevarajan
Customer service leader with 8+ years improving operations, resolving escalations, and driving team performance.
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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Work history, roles, and key accomplishments
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%.
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.
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.
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.
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.
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.
AIA Berhad
Jan 2015 - Dec 2015 (11 months)
Conducted outbound telemarketing activities to engage prospects and support sales initiatives.
YTL Communications
Jan 2015 - Dec 2015 (11 months)
Supported sales activities and customer acquisition efforts for telecommunications products and services.
KidZania
Jan 2013 - Dec 2014 (1 year 11 months)
Handled customer service and telemarketing tasks to support visitor services and program promotion.
Degrees, certifications, and relevant coursework
Diploma in Business Management, Business Management
2010 - 2012
Activities and societies: Participated in International Understanding Day; represented school in Chess & Hockey.
Completed a Diploma in Business Management at Olympia College, focusing on foundational business and management principles.
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