Football / Futsal
Aaron Christieraj Nathan
Assistant Manager - Contact Centre Service
Kuala Lumpur
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
15
15
years of professional experience
3
3
years of post-secondary education
2
2
Languages
Work History
Assistant Manager, Customer Service
Liberty General Insurance Berhad
11.2022 - Current
- Handling Roadside Assistance and Leading the Complaint Management Unit.
- Oversaw the onboarding process for new employees, providing comprehensive training materials and guidance throughout their initial weeks on the job.
- Fostered strong relationships between team members by facilitating open dialogue sessions where ideas could be freely exchanged without fear of judgment or criticism.
- Reduced wait times for customers through efficient task delegation and resource allocation.
- Prepared detailed progress reports outlining departmental goals achieved as well as areas requiring ongoing attention/improvement efforts.
- Assisted in the hiring process, making recommendations for suitable candidates and conducting interviews as needed.
- Created a positive work environment for staff members, promoting teamwork and employee morale.
Continuous Improvement Specialist
AmGeneral Insurance
6 2020 - 10.2022
- Handling Event Reporting and Investigation & part of Continues Improvement (CI) team.
- Review and amend SOP
- Conducting assessment and investigation for all Event reported which includes establishment of RACI & process improvement if required
- Companywide reporting for all unresolved transactions within the threshold
- Facilitated clear communication between employees and upper management through regular meetings and updates.
- Handle Continuous Improvement Project for the Company.
Assistant Manager - Operations
AmGeneral Insurance
03.2018 - 05.2020
- Mentor & guide employees ensuring all were trained in product knowledge and capable of performing assigned duties
- Adhered to rigorous standards for operational safety, policies and guidelines
- Managing department Operations task which includes progress reporting (daily, weekly & monthly).
- Reduced employee turnover rates by fostering a positive work environment and providing clear growth opportunities.
- Ensured compliance with industry regulations, company policies, and safety standards to maintain a secure working environment.
- Assisted in the development of long-term goals for the department, aligning them with organizational objectives.
- Implemented quality assurance initiatives to minimize errors in operations, improving overall efficiency levels.
- Developed and maintained a high-performing team with ongoing training, coaching, and performance evaluations.
- Collaborated with cross-functional teams to achieve overall business objectives and improve operational performance.
Associate
Maxis Communication S/B
10.2015 - 02.2018
- Operations - Ensure Compliance to Governance Framework requirement stipulated in the Contract
- Responsible for periodic audit involving People, Processes and Systems at Outsourced environment
- Coordinate System improvements Initiatives with IT, System Support & Business - Requirement, Project discussions, User Acceptance Test, Deployment, Training & Communication
- Ensure Outsourced Contact Centre represents Hotlink & Maxis Brand at all times
- It is operated in the manner and standard practiced at Maxis In-House Contact Centre
- To provide support to our outsourced contact center in all operational matter involving Hotlink Services from the perspective of process, systems and people in ensuring Unmatched Customer Experience deliverables
- Proactive in monitoring & communication of customer sentiments around New Product & Services launch
- New ways to increase self-serve
- Holistic interest on all Self-Serve inclusive UMB for improvements
- BCP Conformance
- Customer Experience - To review and improvise Hotlink customer experience from Contact Centre Channel purview besides being responsible for Governance Framework compliance for Prepaid Contract
- Perform Voice of Customer Experience review
- Continuous effort in improving VOC by establishing close tie with Prepaid Business
- Quality - Work on TP-NPS & FCR scores daily/ weekly by tabbing into opportunities for absolute improvements
- Studies on TP-NPS/FCR failure sentiments and how to gain more positive scores
- Sales - To increase Sales Number for Main, Mandarin & Migrant segments
- Review KPI measurement and incentive
- Upselling initiatives campaign
- 100% Compliance to Audits.
Associate
Maxis Communication S/B
08.2009 - 09.2015
- Serving as the 2nd level point of contact for customer seeking technical assistance over the phone and email
- Performing remote troubleshooting through diagnostic techniques and pertinent questions
- Determining the best solution based on the issue and details provided by customers
- To conduct data related training to the frontlines nationwide
- Being a Relationship Manager dedicated support specialist to a group of VIP/VVIP customers
- Test, Diagnose and Simulate device and application service problems with the aim of resolving the problem and documenting solutions for future frontline or training reference (knowledge management).
Customer Service Consultant
Maxis Communication S/B
8 2006 - 7 2009
- Serving as the 1st level point of contact for customer seeking general enquiries over the phone
- Identifying customers' needs, clarify information, research every issue and providing solution.
- Utilized CRM software to accurately track customer interactions, enabling quick access to relevant information during future calls.
- Improved customer satisfaction by promptly addressing and resolving inquiries and concerns.
- Delivered prompt service to prioritize customer needs.
Education
BBA - Human Resources Management
UNITAR University
Petaling Jaya, Selangor, Malaysia 05.2021 - 09.2024
SPM - undefined
SMK La Salle Brickfields
Skills
Customer Service
Event and Reporting
Operations Management
Outsource Management
Staff Training and Development
Regulatory Compliance
Call Center Operations
Report Preparation
Complaint resolution
Call Monitoring
Quality Assurance
Project Management
Handling Escalations
Performance Tracking
Continuous Improvement
Customer Relationship Management (CRM)
Awards
- Maxis Star Caller Award
- Maxis Spot Award
References
- Lim Bee Choo, AmGeneral Insurance, Operations, Senior Manager, +60122062933
- Subakry Mat Abas, Maxis Communication S/B, Operations, HOD, +60122000258
Interests
Music
Cooking
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Timeline
Assistant Manager, Customer Service
Liberty General Insurance Berhad
11.2022 - Current
BBA - Human Resources Management
UNITAR University
05.2021 - 09.2024
Assistant Manager - Operations
AmGeneral Insurance
03.2018 - 05.2020
Associate
Maxis Communication S/B
10.2015 - 02.2018
Associate
Maxis Communication S/B
08.2009 - 09.2015
Continuous Improvement Specialist
AmGeneral Insurance
6 2020 - 10.2022
Customer Service Consultant
Maxis Communication S/B
8 2006 - 7 2009
SPM - undefined
SMK La Salle Brickfields