Summary
Overview
Work History
Education
Skills
Employment Related Skills And Strengths
Volunteer Experience
Licences And Accreditations
Professional Development
Languages
Timeline
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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
Malaysia
01-1999

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
Rukaswari Kandasamy