Open to opportunities

Santharubbeni Vasudevan

@santharubbenivasudev

Message

Experienced customer care professional with a focus on team leadership.

Malaysia

Message

What I'm looking for

I am looking for a leadership role that values team collaboration and customer satisfaction.

I am an industrious and personable Customer Service Professional with over six years of experience in the F&B, hospitality, and call center industries. My expertise lies in enhancing customer satisfaction, managing teams, and improving operational efficiency. I have a proven ability to lead engagement initiatives, drive digital solutions, and implement customer retention strategies.

Currently, I serve as a Customer Care Professional at American Express, where I lead the Payung Academy, fostering teamwork and collaboration while organizing engagement activities. My role involves quality monitoring, operational management, and escalation handling, ensuring that customer concerns are resolved effectively. I am passionate about leveraging my skills in customer relations, time management, and team leadership to excel in a leadership position within the hospitality or customer service sectors.

Experience

Work history, roles, and key accomplishments

Current

Customer Care Professional

Current

American Express

Sep 2022 - Present (2 years 8 months)

Currently leading a team at American Express, focusing on customer satisfaction and operational efficiency. Responsibilities include team development, quality monitoring, and managing escalations. Initiated process improvements to enhance digital customer support.

Customer Relationship Management Team Leadership Customer Escalation Process Improvement Call Analysis Performance Metrics Customer Satisfaction Operational Management

Content Moderator

ByteDance Malaysia (TikTok)

Jun 2021 - Jul 2022 (1 year 1 month)

Ensured compliance with content guidelines at TikTok, focusing on risk management and cultural sensitivity. Conducted quality audits and provided feedback to enhance user engagement.

Risk Management Audit Content Moderation User Experience Compliance

Customer Care Professional

American Express

Sep 2019 - Apr 2021 (1 year 7 months)

Provided exceptional customer service and support at American Express, focusing on performance enhancement and employee engagement. Developed training plans and collaborated with technical teams to resolve system issues.

Call Analysis Training Development Process Optimization Employee Engagement Customer Retention

Restaurant Supervisor

FOOK Restaurant

Apr 2016 - May 2017 (1 year 1 month)

Supervised restaurant operations, ensuring high-quality dining experiences. Managed events, trained staff, and maintained food safety compliance.

Event Coordination Inventory Management Staff Training Quality Operational Management Conflict Resolution

Kitchen Supervisor

Morganfields Restaurant

Sep 2015 - Mar 2016 (6 months)

Managed kitchen operations, including staff training and inventory control. Collaborated on menu development and ensured compliance with food safety standards.

Compliance Kitchen Supervision Customer Satisfaction Training Team Coordination

Education

Degrees, certifications, and relevant coursework

BERJAYA University

Bachelor of Culinary Arts, Culinary Arts

2015 - 2018

Completed a Bachelor of Culinary Arts, focusing on advanced culinary techniques, menu planning, and food safety standards. Developed skills in both practical cooking and theoretical knowledge of the culinary industry.

Legend International College of Hospitality and Tourism

Diploma in Culinary Arts, Culinary Arts

2013 - 2015

Earned a Diploma in Culinary Arts, gaining foundational skills in cooking, baking, and food presentation. Engaged in hands-on training and participated in various culinary competitions.