RACHEL RATHI KRISHNA KUMAR PALIANIAPPAN
Customer Satisfaction & Incident Senior Specialist | Legal Case Management
Summary
Customer operations and incident management professional with 10 years of experience across banking premier clients, customer service, content safety, and global incident resolution. Currently handles complex legal and customer impact cases worldwide, coordinates stakeholders, manages escalations, and drives timely compliant service recovery. Experienced trainer for customer service agents with strong coaching, communication, investigation, documentation, and quality management capabilities.
Overview
3
3
Languages
6
6
Certifications
11
11
years of professional experience
Work History
Satisfaction and Incident Senior Specialist
Agoda Travel Operations
07.2023 - Current
- Handle complex global customer satisfaction, incident, legal-related, and regulatory cases.
- Investigate complaints, review evidence, assess customer impact, and coordinate with internal teams, hotels, suppliers and stakeholders.
- Handle escalations involving service failures, refunds, compensation, booking disputes, and policy concerns.
- Prepare case summaries, customer communications, management updates, and resolution recommendations.
- Ensure timely, policy-compliant resolutions while balancing customer recovery, operational risk, and business requirements.
- Coach customer service agents on case handling, communication quality, documentation, and escalation procedures.
Content Safety Specialist
ByteDance Malaysia
09.2020 - 01.2023
- Moderated user generated video content across Southeast Asian markets according to platform policies and safety standards.
- Identified harmful, sensitive, and non compliant content while maintaining accuracy, consistency, and confidentiality.
- Managed high volume workflows while meeting quality, productivity, and turnaround time targets.
- Escalated complex content and emerging risks for further review and policy clarification.
Premier Global Support Executive
HSBC Data Processing
06.2018 - 09.2020
- Supported premier banking clients with complex enquiries, service requests, account processing, and issue resolution.
- Performed customer verification and maintained accurate documentation in a regulated banking environment.
- Applied banking procedures, risk controls, and compliance requirements while protecting customer information.
- Coordinated escalated cases with internal teams and delivered professional, timely customer support.
Senior Customer Service Specialist
Grab Malaysia
07.2017 - 01.2018
- Resolved customer and partner enquiries across multiple service channels, including booking, payment, account, and service related concerns.
- Managed escalated cases using structured investigation, empathy, policy knowledge, and effective written communication.
- Met operational targets for quality, productivity, response time and customer satisfaction.
- Identified recurring issues and shared customer feedback to support process and service improvements.
Sales Person
Zoomoov Fun Zone, Cocohi Sdn Bhd
01.2016 - 06.2017
- Assisted customers with product and attraction information, ticketing, sales enquiries, and service requests.
- Provided friendly front-line customer service while supporting sales targets and daily operational activities.
- Handled payment transactions, resolved customer concerns, and maintained a positive visitor experience.
Education
Sijil Pelajaran Malaysia (SPM)
SMK Assunta (P)
Petaling Jaya, Malaysia 04.2001 -
Skills
- Customer Satisfaction & Experience (CSAT/CX)
- Incident & Escalation Management
- Global Legal Case Coordination
- Team Coaching & Agent Training
- Complaint Resolution & Service Recovery
- Stakeholder & Supplier Management
- Case Investigation & Documentation
- Policy, Risk & Compliance Awareness
- Content Moderation & Safety Operations
- Quality Assurance & Performance Improvement
- Workflow Prioritization & SLA Management
- Microsoft Office and Ticketing/CRM Systems
Certification
Career Essentials in Generative AI by Microsoft and LinkedIn
Timeline
Satisfaction and Incident Senior Specialist
Agoda Travel Operations
07.2023 - Current
Content Safety Specialist
ByteDance Malaysia
09.2020 - 01.2023
Premier Global Support Executive
HSBC Data Processing
06.2018 - 09.2020
Senior Customer Service Specialist
Grab Malaysia
07.2017 - 01.2018
Sales Person
Zoomoov Fun Zone, Cocohi Sdn Bhd
01.2016 - 06.2017
Sijil Pelajaran Malaysia (SPM)
SMK Assunta (P)
04.2001 -