Leenaa Nair

Dynamic Customer Service Professional with 16 years of experience driving exceptional customer experiences. Proficient in escalation management and process improvement, consistently enhancing customer relations through effective communication and problem-solving. Expertise mentoring team members fosters a collaborative environment that priorities customer satisfaction.

Adept at managing complex inquiries and delivering timely solutions, ensuring compliance with industry regulations and company policies. Frequently recognized by customers for outstanding service and support.

Customer Service - Sport Direct - Sunway

(2025-02)

• Handled customer inquiries via e-mail and chat to ensure timely resolution and satisfaction

Customer Service Professional - UNIFI - Kuala Lumpur, Kuala Lumpur

(2024-11 - 2026-02)

• Deliver technical assistance for internet, phone, and TV issues, ensuring prompt resolutions.
• Manage customer requests for termination, relocation, and package modifications.
• Operated in dynamic, high-volume environments to provide skilled assistance to more than 45 customers each day as target is 28.

Customer Care Manager - Alliance Bank - Kuala Lumpur, Kuala Lumpur

(2014-12 - 2023-10)

• Identified and implemented process improvements enhancing customer and employee experiences.
• Ensured that all regulatory requirements were met throughout the complaint handling process.
• Provided guidance and support to junior colleagues when dealing with difficult cases involving multiple parties or technical complexities.
• Managed and escalated complex customer complaints to relevant stakeholders, ensuring timely resolution and maintaining service quality standards.
• Acted as the primary liaison between customers and internal departments, coordinating swift action on escalated issues.

Investigation Officer - Alliance Bank Berhad - Subang Jaya, Selangor

(2011-01 - 2014-12)

• Managed customer complaints and inquiries, ensuring timely resolution and follow-up.
• Collaborated with contact center staff to address issues, fostering effective communication and teamwork.
• Implemented process improvements to enhance customer service efficiency.
• Conducted briefing for new contact center staff on how to lodge request in CRM.
• Maintained detailed records of customer interactions to support data-driven decision-making.

Global Support Executive - HSBC Bank - Cyberjaya, Selangor

(2008-01 - 2010-08)

• Manage the communications with other department. Handle Client queries and escalations Monitor and complete query management system.

Guest Service Agent - Sunway Resort Hotel and Spa - Sunway, Selangor

(2008-01 - 2010-08)

• To answer all incoming calls quickly and efficiently and connect callers to the respective guest or department concerned;
• To take all wake-up call requests from guests or other dept. and to record accurately in the calltime sheet and process accordingly Handle all messages(text/voice/fax) for guests and process/relay/retrieve these messages effectively;
• To assist guests with their IDD/Collect/Credit Card/Ship calls and raise charge slips for overseas telephone calls assistance rendered for function rooms & the Business Centre;
• To be familiar with the paging procedures for : Public areas, Function rooms, Poolside, Outlets, Internal Paging System;
• To be familiar with emergency procedures for : Guest Trapped in Elevator, Guest Reported Sick, Fire Alarm, Bomb Threat, Crisis Management

Master of Business Administration (MBA) - General Management - Asia E University (2015-09)

Bachelor of Hospitality Management - Hospitality Management - Open University (2012-02)

High School Diploma - Sunway College (2005-04)