Kavinath Shanmugam

Highly motivated & customer-focused Officer responsible for answering calls and addressing their inquiries related to digital banking products & services.

Dedicated Independent

Consultant with 3+ years of consultation experience in helping companies develop pitch decks, presentations and business plan. Representing clients in discussions and negotiations. 5+ years of Managerial experience in the Hospitality & Tourism and Food & Beverage industry. Recruit, train and guide staffs, manage budgets, stocks and supplies and handled vendors and customers as a Restaurant Manager & Hotel Manager. 1-year experience as an Analyst Programmer in coding and testing credit card programs.

Senior Customer Service Officer at UOB Centre of Excellence (2024-01 – Present)

• Handling of incoming call and enquiries from customers with demonstration of excellent customer service skill to meet and exceed customer's need.
• Perform exceptional handling for overseas clients & scam cases
• Answer inbound calls to support customers' inquiries in regard to Singapore's products & services.
• Perform outbound calls to customers regarding their inquiries, appeals & waivers.
• Educate customers about products and alternative digital banking platforms.
• Maintaining a high level of product knowledge to effectively support customer needs.
• Ensuring timely and accurate documentation of all customer interactions in the company's CRM system.
• Assisting customers with online banking, mobile banking, and other digital banking related inquiries.
• Provide exceptional telephone customer service in a fast-paced contact centre.
• Perform ATM card freezing, ATM card replacement, CDM & ATM claim.

Independent Consultant at Self Employed (2021-08 – 2023-12)

• Brainstorm and implementing ideas for pitch decks, presentations and business plans for various client's projects.
• Negotiate on behalf of clients to purchase and sell properties.
• Recruit, train and provide guidance to staffs for multiple client businesses ranging from hospitality to food & beverage industry.
• Devised payment plans and contra payment which positively affected client's business operation cost
• Representing clients to conduct presentations and discussions.

Restaurant Manager at Restoran Qasar Saba (2019-06 – 2021-06)

• Manage budgets, oversee stock levels and ordering supplies
• Contributed by introducing new dishes and beverages to their menus
• Ensured compliance with licensing, hygiene and health and safety guidelines
• Handled customer enquiries and complaints, taking reservations and advising customers
• Assessed and improved restaurant's profitability
• Kept statistical and financial records to make it easier for the owner to come up with financial statements
• Liaising with customers, employees, suppliers and licensing authorities
• Made improvements to the running of the business and developing the restaurant
• Recruit, train and supervise staffs.

Hotel Manager cum IT Technician at JS GRAND HOTEL (2017-05 – 2019-06)

• Install, configure and maintain phone systems, intercoms, Hotel's Management System (HMS), CCTV and Wi-Fi for employees and guests.
• Train new staff on the Hotel Management System (HMS), housekeeping & front office.
• Check-in/Check-out guest
• Set budgets and room rates, allocate funds and approve expenditures for various departments
• Booking meetings for guests and upper management.
• Answering queries and bookings through phone calls. messages and emails.
• Inspect the grounds, public areas and guest rooms for appearance and cleanliness.

Programmer at Standard Chartered Global Business Services Sdn. Bhd (2016-12 – 2017-05)

Credit Card Software Management

• Code and test programming for credit card related software project.
• Fix bugs in existing programs.
• Establishing requirements for testing, design test strategy, prepare documentation such as test scripts, test results, test closures and defect lists.
• Carry out System Integration Testing (SIT), Regression Testing and Performance Testing as per defined procedures and support users for User Acceptance Testing (UAT).
• Participate and contribute in walkthroughs of testing procedures
• Ensure that all testing related work is carried out as per the defined standards and procedures.
• Able to use JIRA and Confluence for project tracking purpose.

IT Intern at MYC Salient Information Sdn Bhd (2015-02 – 2015-05)

4 months

• Contributed in designing MYC's website
• Developed flash and posters for MYC's clients (Great Eastern & Nivea)
• Contributed by managing a department the 'Superstar Me' event at Sunway Pyramid

Bachelor of Information Technology (Information System) (Hons.) in Information Technology (2013 – 2016)

Foundation In Information Technology in Information Technology – UNITEN (2012 – 2012)

Sijil Pelajaran Malaysia – SMK Alor Akar (2011 – 2011)