Vanita Manogran

Customer Service Professional with over 15 years of experience in customer service, technical support, HR administration, telesales, and service coordination across healthcare, IT, BPO, and corporate industries in Malaysia. Experienced supporting multinational companies including SCICOM, IBM Malaysia, Hewlett-Packard, and Startek. Skilled in customer relationship management, escalation handling, SLA compliance, and high-volume customer interactions while maintaining excellent service standards.

Strong leadership qualities in problem-solving, communication, and case resolution. Recognized for effectively managing escalated and high-risk customer cases while consistently achieving customer satisfaction and operational performance targets.

Executive Technical Support (Single Skilled) - SCICOM (MSC) Berhad - Kuala Lumpur, Malaysia

(2025-12)

• Technical Issue Resolution: Troubleshoot service faults, outages, and voice quality issues efficiently to ensure smooth customer experience and timely service restoration.
• Escalation Management: Handle high-risk and escalated customer cases professionally while providing accurate solutions and maintaining positive customer relationships.
• Customer Service Excellence: Maintain a customer-first approach by delivering responsive support across multiple communication channels while ensuring high service quality standards.
• SLA & KPI Performance Management: Consistently manage daily responsibilities in line with SLA, CSAT, QA, productivity, and CTT requirements to support operational performance goals.
• System & Case Management: Utilize CRM and Zendesk systems to manage customer cases, document service requests accurately, and ensure timely case resolution and follow-up.

Customer Service Executive - Startek Malaysia (AEGIS BPO) - Kuala Lumpur, Malaysia

(2025-08 - 2025-11)

• Customer Support Operations: Supported daily customer service operations for HireRight background screening services while ensuring professional and timely assistance to clients and candidates.
• Background Screening Coordination: Assisted HR professionals and hiring clients with background screening inquiries, order updates, and verification-related matters.
• Candidate Assistance: Guided candidates through employment screening and verification processes by providing clear information and resolving inquiries effectively.
• Confidential Data Handling: Maintained strict confidentiality and compliance standards when handling sensitive personal and employment information.
• CRM & Case Resolution: Managed customer interactions and case updates accurately within CRM systems while resolving concerns and escalating complex issues to relevant departments.

Telesales Executive - Log In Services Sdn. Bhd. - Kuala Lumpur, Malaysia

(2025-06 - 2025-08)

• Sales & Customer Engagement: Promoted company products and services through outbound calls, built strong customer relationships, and encouraged repeat business opportunities through effective communication.
• Order & Customer Support Management: Processed customer orders, payments, and service inquiries accurately while providing follow-up and after-sales support to ensure positive customer experiences.
• Database & Record Coordination: Maintained accurate customer databases and sales records to support smooth sales operations and proper service documentation.

Human Resource Administrator - Dura Guard Force & Consultancy Sdn. Bhd. - Kuala Lumpur, Malaysia

(2019-05 - 2024-11)

• HR Administration & Record Management: Maintained accurate employee records, HR documentation, and personnel databases while ensuring proper data organization and confidentiality.
• Employee Support & HR Coordination: Assisted with employee benefits administration, HR-related inquiries, reporting, and internal communication to support smooth daily HR operations.
• HR System & Administrative Support: Managed HR information systems and coordinated employee documentation processes to ensure accurate record updates and operational efficiency.

Request Management Analyst - Hewlett-Packard (M) Sdn. Bhd. - Kuala Lumpur, Malaysia

(2010-12 - 2011-12)

• Request & Ticket Management: Managed and categorized incoming service requests through email and ticketing systems while ensuring accurate tracking and timely resolution of cases.
• Customer Communication & Coordination: Communicated with users to gather required information, provide service updates, and coordinate with internal support teams to resolve technical and operational issues efficiently.
• SLA & Service Support: Ensured all service requests were handled according to agreed SLA requirements while maintaining service quality and operational efficiency.

Service Level Coordinator - IBM Malaysia Sdn. Bhd. - Kuala Lumpur, Malaysia

(2005-05 - 2010-11)

• Service Operations Coordination: Coordinated daily service operations, technician assignments, and service activities to ensure efficient service delivery and smooth operational support.
• Customer Relationship & Issue Management: Managed customer inquiries, complaints, and service updates professionally while resolving operational issues and escalating critical matters when necessary.
• Service Quality & Process Improvement: Maintained positive client relationships and contributed to continuous improvement initiatives to enhance service quality and operational efficiency.

Administrative Assistant - Subang Jaya Medical Centre - Subang Jaya, Selangor, Malaysia

(2003-06 - 2005-04)

• Administrative & Front Desk Support: Managed incoming calls, patient inquiries, and appointment scheduling while providing professional front desk and administrative assistance.
• Documentation & Record Management: Maintained confidential patient records and administrative documentation with accuracy and proper organization.
• Office Coordination & Operational Support: Coordinated meetings, calendars, office supplies, and daily administrative activities to support smooth clinic operations.

Advance Diploma in Business & IT - Informatics College, Klang (2001)

Diploma in Computer Studies - Informatics College, Klang (1998)

Sijil Pelajaran Malaysia (SPM) - Sekolah Menengah Convent Klang (1996)