Open to opportunities

Priyashini Vijayakumar

@priyashinivijayakuma

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Customer experience specialist with proven leadership and cross-channel expertise.

Malaysia

Message

What I'm looking for

I seek a customer-focused role where I can lead and mentor teams, manage cross-channel support, improve processes, and deliver measurable improvements in satisfaction and SLA adherence.

I am a customer experience specialist with six years of progressive experience across e-commerce, travel and logistics sectors, focused on delivering timely resolutions and exceptional service to global customers.

I have led teams, mentored juniors, and acted as a subject matter expert while supporting channels including voice, email, CRM ticketing, and live chat (LivePerson, Genesys). I consistently achieved high QA scores, DSAT control recognition, and handled complex escalations and refunds.

I adapt quickly to new products and projects—participating in launches like LivePerson and internal service pilots (Socar2U, Socar Plus)—and I take ownership of outcomes while liaising with internal stakeholders to improve delivery and customer satisfaction.

Experience

Work history, roles, and key accomplishments

Current

Customer Experience Specialist

Current

Singapore Post

Feb 2025 - Present (10 months)

Provide customer support for domestic and international postal products, resolving complex shipping issues and processing refunds to improve delivery outcomes and customer satisfaction.

Customer Support CRM Email Ticketing Conflict Resolution Empathy

Customer Experience Specialist

Agoda

Feb 2022 - Dec 2024 (2 years 10 months)

Handled inbound/outbound calls and live chat for hotel and supplier bookings, processed refunds and payments, and mentored junior agents to improve service quality and reduce DSAT.

Outbound Calling Live Chat Mentoring Genesys Multilingual Support

Customer Service Executive

Socar Mobility Malaysia

Sep 2020 - Sep 2021 (1 year)

Managed live chat and call support for vehicle rental services, processed driver payouts and refunds, conducted KYC escalations, and coached agents after promotion to team manager.

Live Chat Refunds KYC Team Management Coaching Product Support Escalation Management

Admin Cum Assistant Manager

J&T Express Malaysia

Feb 2018 - Jul 2020 (2 years 5 months)

Assisted walk-in customers with shipping, handled packaging checks and airway bill processing, and coordinated shipments with freight partners to ensure secure deliveries.

Customer Service Packaging Airway Bills