Puspha Sugumaran
Pakenham,Malaysia
Summary
Dynamic professional with extensive experience in business management and customer service, notably at Monash Health. Proven track record in conflict resolution and strategic thinking, enhancing operational efficiency and customer satisfaction. Adept at financial management and team collaboration, driving successful outcomes in fast-paced environments. Committed to delivering exceptional results and fostering strong client relationships.
Overview
14
14
years of professional experience
Work History
Patient Services Assistant
Monash Health
Melbourne, Australia
06.2022 - 05.2024
- Preparing, plating, delivering, and collecting patient meals, ensuring adherence to dietary requirements and food safety standards.
- Cleaning and Maintenance: Cleaning patient rooms, common areas, and clinical spaces, including floors, surfaces, bathrooms, and equipment.
- Patient Transfers: Assisting patients with mobility, including transfers between beds, chairs, and wheelchairs, using appropriate equipment and techniques.
- Support to Nursing Staff: Assisting nursing staff with tasks such as bed making, linen changes, and general ward duties, under their direction.
- Equipment Management: Cleaning and maintaining medical equipment and ensuring its proper storage.
- Stock Management: Assisting with the distribution and replenishment of supplies on the ward.
- General Ward Support: Assisting with errands, collecting linen, and other tasks to support the efficient running of the ward.
- Following Standard Procedures: Adhering to established protocols for infection control, food safety, and other relevant procedures.
Customer Service Manager
Nadesan Rasalingam
Dandenong, Victoria
06.2018 - 02.2022
- Provided exceptional customer service to ensure customer satisfaction.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
- Developed and implemented strategies for providing excellent customer service experience.
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
- Ensured prompt resolution of customers' inquiries via phone, email or chat support channels.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Maintained accurate records of customers' interactions with the company in order to provide better future services.
- Created reports on customer feedback, complaints, and suggestions for management review.
- Evaluated and authenticated returns, exchanges and voids.
- Conducted research and reviewed findings to solve customer issues.
- Organized client contracts, records, and reports to strengthen traceability.
Managing Director
AK Group Travel & Tourism
, Malaysia
02.2010 - 05.2017
- Company Overview: Local and International Travel & Tourism Business
- Oversaw day-to-day operations of the company while coordinating with staff members.
- Developed action plans to ensure that all organizational objectives are met in a timely manner.
- Negotiated contracts with hotels, airline and restaurants to maximize cost savings for the organization.
- Performed regular reviews of operational processes to reduce costs while maintaining quality standards.
- Increased efficiency, effectiveness and profitability by managing team productivity, costs and budgets.
- Analyzed industry trends to identify opportunities for expanding market share.
- Monitored financial performance of the organization and initiated corrective actions as needed.
- Contributed to profitability through expense control and pricing practices for products and services.
- Participated in development activities such as product launches or promotional events.
- Ensured compliance with applicable laws, regulations, policies, and procedures related to business operations.
- Organized marketing campaigns to promote new products and services offered by the company.
- Developed budgeting models used in forecasting future revenues and expenditures.
- Established performance standards and monitored progress towards achieving them.
- Developed rapport and instilled confidence with clients to develop credibility and earn trust.
- Evaluated staffing needs based on organizational goals and objectives; recruited personnel accordingly.
- Used expertise to cultivate relationships with existing clients, develop new client relationships and win business.
- Provided guidance to team members on project management principles and best practices.
- Coordinated with senior leadership teams to develop long-term growth plans for the organization.
- Created strategies for increasing revenue streams by leveraging existing customer relationships.
- Reviewed reports from departments to identify areas of improvement in operational efficiency.
- Facilitated meetings between stakeholders to discuss issues and resolve conflicts effectively.
- Managed external communications such as press releases, media interviews.
- Broke down strategic problems and analysis to provide insights and recommendations.
- Implemented process improvements initiatives across various departments within the organization.
- Identified potential risks associated with operations and developed mitigation strategies.
- Coordinated and directed activities of businesses or departments concerning production, pricing and sales.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Reviewed financial statements and sales or activity reports to measure productivity or goal achievement.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
- Directed or coordinated financial or budget activities to fund operations and maximize investments.
- Forecasted customer demand to set prices or credit terms for goods or services.
- Performed sales and support activities to meet client needs and maintain service levels.
- Prepared staff work schedules and assigned team members to specific duties.
- Monitored progress by establishing plans, budgets and measuring results.
- Implemented successful business strategies to increase revenue and target new markets.
- Improved productivity initiatives, managing budgets and accounts, coordinating itinerary and scheduling appointments.
- Implemented campaigns and promotions to help with developing goods and services.
Education
Year 12 -
SMK KEMAYAN MALAYSIA
Malaysia05.2024
Certificate III - Health Service Assistance
All Health Training
Melbourne, Australia05.2022
Certificate IV - disability
Australian National Training
Melbourne, Australia07.2021
Skills
- Business Management
- Conflict resolution
- Record keeping
- Strategic Thinking
- Financial Management
- Communication Skill
- Time Management
- Project Management
- Marketing Knowledge
- Negotiations Skills
- Adaptability and Change Management
- Customer Relationship Management
- Sales and Negotiation Skills
- Technological Proficiency
- Risk Management
- Infection control
- Customer service
- Team collaboration
- Problem solving
- Attention to detail
Hobbies and Interests
- Reading
- Sports(badminton, basketball)
Languages
- English
- Tamil
- Malay
Personal Information
- Date of Birth: 08/23/89
- Gender: Female
- Place of Birth: Malaysia
Timeline
Patient Services Assistant
Monash Health
06.2022 - 05.2024
Customer Service Manager
Nadesan Rasalingam
06.2018 - 02.2022
Managing Director
AK Group Travel & Tourism
02.2010 - 05.2017
Year 12 -
SMK KEMAYAN MALAYSIA
Certificate III - Health Service Assistance
All Health Training
Certificate IV - disability
Australian National Training