Rukaswari Kandasamy
Kellyville Ridge,Australia
Summary
Customer Service professional with a solid background in operational support. Skilled in applying analytical approaches to enhance efficiency and accuracy in diverse environments. Committed to delivering high-quality service while adhering to organisational policies. Eager to contribute value and loyalty to a progressive organisation.
Overview
25
25
years of professional experience
Work History
Transport & Contact Worker (Freelance)
Axia Solutions
05.2025 - Current
- Safely transporting children and young people under the care of the Department of Communities and Justice (DCJ), including those in foster care, kinship care, or temporary placements
- Facilitated transport for children to school, appointments, extracurricular activities, and family contact visits, ensuring timely attendance and adherence to schedules
- Supervising parental and family contact sessions, ensuring interactions remain safe and aligned with DCJ guidelines
- Coordinated schedules with carers, caseworkers, and families to prioritise child wellbeing and enhance service delivery
- Documented behaviours, interactions, and concerns, preparing detailed reports for caseworkers to inform case assessments
- Maintaining professional boundaries, confidentiality, and adherence to DCJ and Axia Solutions standards
Freelance Invigilator (OC & Selective High School Placement Tests)
Janison Exam Management
05.2023 - Current
- Administering high‑stakes OC and SHS exams in compliance with Janison and NSW Department of Education standards
- Monitored candidates to maintain a controlled, distraction-free exam environment
- Conducting pre‑exam setup including room preparation, seating plans, attendance verification, and materials distribution
- Assisting candidates with login procedures, device setup, and navigation of the online exam interface
- Escalating irregularities or technical issues to the Chief Invigilator or support team
- Executed post-exam duties, ensuring secure handling of materials and accurate incident reporting
- Supported transition from paper-based to fully online exams by completing venue-based digital exam training, enhancing exam delivery
Freelance Babysitter / Nanny
Various Employers
01.2022 - Current
- Nurtured children, maintained daily routines, communicated with parents to ensure alignment on care approach, and organized household tasks to create a supportive environment.
Change Analyst Coordinator
HCL, Malaysia
01.2011 - 01.2016
- Leading and guiding teams handling Change Requests (CRs) for UK‑based clients, primarily Transport for London
- Trained new joiners on Change Management processes to enhance team integration and understanding
- Acting as primary point of contact for Transport for London
- Conducted weekly calls with client managers to provide updates and escalate issues, ensuring alignment and timely resolution
- Updating Remedy/Magic systems with accurate CR information
- Following up with consultants to ensure timely execution of CRs
- Generated ad-hoc reports and collaborated with Service Delivery Managers to support informed decision-making
Senior Service Desk Analyst
Axon Solutions, Malaysia
01.2006 - 01.2010
- Achieved SLA targets for incident resolution, ensuring timely support for clients
- Supported global clients including TfL, BP, Xerox, and Boeing Shanghai to ensure seamless service delivery
- Identified knowledge gaps and contributed to process improvements to enhance service quality
- Creating and updating cases in Magic Remedy and client incident systems
- Generating and analyzing daily, weekly, and monthly reports
Premium Services Consultant
American Express, Malaysia
01.2004 - 01.2006
- Provided high‑level concierge and account support to Platinum Card Members in Singapore and Hong Kong, resolving complex enquiries with speed and accuracy to meet premium service standards.
- Handled cardholder requests for travel assistance, dispute resolution, account maintenance, and lifestyle services to ensure a seamless customer experience that aligned with American Express Platinum service expectations.
- Provided expert guidance on financial products and services to customers.
- Assisted clients with account inquiries and transaction issues effectively.
- Resolved customer complaints by implementing effective service solutions.
Customer Relationship Executive
Scicom, Malaysia
01.2002 - 01.2004
- Provided front-line technical assistance to Nokia mobile users across Australia, New Zealand and Singapore, resolving software, hardware, connectivity, and usability issues to enhance user satisfaction.
- Delivered high-quality customer support through troubleshooting and product guidance, ensuring smooth user experience and fostering strong customer satisfaction.
- Assisted customers with inquiries and resolved issues efficiently.
- Managed customer accounts and updated information accurately.
- Collaborated with team members to enhance service delivery standards.
Call Centre Customer Care Officer
Singapore Power Supply
01.2001 - 01.2002
- Assisted customers with billing enquiries, account clarification, and payment issues, delivering clear guidance and accurate information to ensure timely resolutions.
- Negotiated reconnection schedules and instalment payment plans, adhering to company policies while fostering a positive customer experience.
- Assisted customers with inquiries about electricity services and billing.
- Resolved customer complaints through effective communication and problem-solving.
- Processed service requests and updates in the customer management system.
Education
Diploma of Advertising / Media -
Stamford College
Malaysia01-1999
Skills
- Customer service orientation
- Incident Tracking Tools: REMEDY
- Analytical problem-solving
- Performance metrics
- Urgency and attention to detail
- Microsoft Office Suite
- Networking: Active Directory
- Networking: VPN
- Confidentiality and professionalism
- Continuous improvement
- High-quality results
- Thrives in fast-paced environments
- Adaptable and open to change
- Calm and productive under pressure
- Balanced communication
- Theoretical application
Employment Related Skills And Strengths
- Thrives in fast-paced environments
- Adaptable and open to change
- Calm and productive under pressure
- Strong listener with balanced communication
- Maintains confidentiality and professionalism
- Committed to continuous improvement
- Strong analytical and problem-solving skills
- High customer service orientation
- Meets or exceeds performance metrics
- Works with urgency and attention to detail
- Applies theoretical concepts to practical tasks
- Delivers high-quality results consistently
Volunteer Experience
Shop Volunteer, Vinnies Shop Epping, April 2023 - June 2023
Licences And Accreditations
- Spouse - TSS (Subclass 482 Visa)
- ITIL Foundation Certificate
- Working with Children Card, 12/31/28
- First Aid & CPR, 12/31/23
- ACISA
- Fully Vaccinated against COVID-19
Professional Development
- Effective Communication Training
- Microsoft Excel Training
- Introduction to SAP Modules
Languages
English
Professional
Bahasa Melayu
Professional
Tamil
Professional
Mandarin
Elementary
Timeline
Transport & Contact Worker (Freelance)
Axia Solutions
05.2025 - Current
Freelance Invigilator (OC & Selective High School Placement Tests)
Janison Exam Management
05.2023 - Current
Freelance Babysitter / Nanny
Various Employers
01.2022 - Current
Change Analyst Coordinator
HCL, Malaysia
01.2011 - 01.2016
Senior Service Desk Analyst
Axon Solutions, Malaysia
01.2006 - 01.2010
Premium Services Consultant
American Express, Malaysia
01.2004 - 01.2006
Customer Relationship Executive
Scicom, Malaysia
01.2002 - 01.2004
Call Centre Customer Care Officer
Singapore Power Supply
01.2001 - 01.2002
Diploma of Advertising / Media -
Stamford College