Ashwind Nath A/L Sugumaran
Sr
Kuala Lumpur,14
Summary
Highly skilled Contact center Manager with 8 years of experience of leading a team with 65 headcounts. Proven track record in implementing new process, training materials and performance tracking system which resulting in significant increase in customer satisfaction scores and contact center efficiency as an operation lead.Extensive experience in managing customer-centric portfolios such as Customer Service, Marketing and Quality Assurance across E-Commerce and Telecommunications verticals. Presently focusing on career growth in Customer Service segment for prospective employment opportunity as Team Manager/supervisor for BPO Industry.
Overview
9
9
years of professional experience
12
12
years of post-secondary education
Work History
Client Management & Sales Lead
Singapore First Aid Training Centre
Tanjong Pagar
3 2024 - Current
- Manage day to day clients on B2B sales
- Attend and set up daily meeting with clients
- Stakeholders management / client’s management
- Handles weekly review and ensure KPI and targets
- Prepare products FAQ's and improvement on timely manner
- Handle daily client calls and inquiries on troubleshooting
- Prepare onboarding to clients
- Communicate daily productivity with the team
- Present monthly summary outlining team performance against set metrics, successes, challenges, future focus Areas, improvement plan and action items to the manager
Team Manager for Partner Support (Customer service – Seller support)
Lazada Malaysia
05.2022 - 01.2024
- Run the team independently, responsibilities include setting up priorities, monitoring, productivity, coaching the team on productivity and other related responsibilities to the team management
- Chat and call queues management, urgency to do manager call back if needed
- Handle case 2 case basis scenarios
- Process optimization on seeking new ways to improve on process flow and workflow process
- Stakeholders management / client’s management
- Handles weekly review and ensure KPI and targets met by WBR and root causes of any obligations
- Kick start of new ideas to be presented based on data and analytics which comes with test and implementation
- Manage troubleshooting and escalation routing of major clients and ensure that operational issues are addressed by appropriate Point of Contact (POC)
- Drive Process Improvement and Digital Transformation initiatives at departmental level
- Provide internal advisory on Quality Management matters on service delivery and troubleshooting
- Deliver best-in-class onboarding experience and ad-hoc education needs to clients
- Communicate daily productivity targets to the team while coaching outliers
- Present monthly summary outlining team performance against set metrics, successes, challenges, future focus Areas, improvement plan and action items to Senior Leadership members
- Notes: Back to partner support due to Business development team has ramp down due to internal costing
Team Manager - BDM (Business Development)
Lazada Malaysia
01.2021 - 04.2022
- Promoted to Team Leader position to oversee the marketing affairs of high-potential online clients while developing a KPI-based, strategic support team
- Manage troubleshooting and escalation routing of major clients and ensure that operational issues are addressed by appropriate Point of Contact (POC)
- Drive Process Improvement and Digital Transformation initiatives at departmental level
- Provide internal advisory on Quality Management matters on service delivery and troubleshooting
- Deliver best-in-class onboarding experience and ad-hoc education needs to clients
- Communicate daily productivity targets to the team while coaching outliers
- Present monthly summary outlining team performance against set metrics, successes, challenges, future focus areas, improvement plan and action items to Senior Leadership members
Team Manager for Partner Support (Customer service – Seller support)
Lazada Malaysia
06.2020 - 01.2021
- Run the team independently, responsibilities include setting up priorities, monitoring, productivity, coaching the team on productivity and other related responsibilities to the team management
- Chat and call queues management, urgency to do manager call back if needed
- Handle case 2 case basis scenarios
- Process optimization on seeking new ways to improve on process flow and workflow process
- Stakeholders management / client’s management
- Handles weekly review and ensure KPI and targets met by WBR and root causes of any obligations
- Kick start of new ideas to be presented based on data and analytics which comes with test and implementation
- Manage troubleshooting and escalation routing of major clients and ensure that operational issues are addressed by appropriate Point of Contact (POC)
- Drive Process Improvement and Digital Transformation initiatives at departmental level
- Provide internal advisory on Quality Management matters on service delivery and troubleshooting
- Deliver best-in-class onboarding experience and ad-hoc education needs to clients
- Communicate daily productivity targets to the team while coaching outliers
- Present monthly summary outlining team performance against set metrics, successes, challenges, future focus Areas, improvement plan and action items to Senior Leadership members
Team Manager for Customer Service – buyer support (Customer service – Buyer support)
Lazada Malaysia
08.2019 - 05.2020
- Ensure all day – to- day operations are carried on smoothly and efficiently, aligned with business goals
- Manage troubleshooting and escalation routing of major clients and ensure that operational issues are addressed by appropriate Point of Contact (POC)
- Drive Process Improvement and Digital Transformation initiatives at departmental level
- Provide internal advisory on Quality Management matters on service delivery and troubleshooting
- Deliver best-in-class onboarding experience and ad-hoc education needs to clients
- Communicate daily productivity targets to the team while coaching outliers
- Present monthly summary outlining team performance against set metrics, successes, challenges, future focus areas, improvement plan and action items to Senior Leadership members
Team Manager compliance team Customer Service (Full Time)
Lazada Malaysia
09.2018 - 07.2019
- Became a focal point for Service Quality related matters within Customer Service, providing real-time and sustainable solutions to clients while capitalizing on cross-vertical liaison
- Monitored and reviewed teams’ productivity along with Team leader for target accomplishment
- Ensure achievement of client targets and aid in raising potential blockers on real-time basis
- Generate ad-hoc performance reports to clients on daily basis
- Conducted Competency-Based Trainings (CBTs) to new hires and delivered refresher and upskilling training to outlier agents
- Capable to adjust shifting priorities, demands and timelines through analytical and problems
- Priority towards Manager call backs when Team Lead is not around
- Chat & call Queue monitoring and provide sufficient supports to the agents
L2&L3 escalation Team Lead (Full Time)
Lazada Malaysia
08.2017 - 09.2018
- Attended to customer calls on Customer related query on products and online retail processes
- Identify and analyze customers issues and provide strategic solutions to resolve their issues
- Reviewed and routed Service Requests received to respective departments
- Escalated and resolved customer grievances via on-call support
- Provided on call and online troubleshooting support on customers’ problems
- Ensure first contact reason resolution and effective follow up with service partners and internal department to ensure case closure in accordance with our service
- Deliver the best services to customer to ensure the highest customer satisfaction
- Build sustainable relationship and engage customers by taking to and serving extra mile
- Perform other duties and responsibilities assigned by management within our category of employment such as floor support and clearing backlog cases
Email Team L2 (Part time)
RedONE Network Sdn Bhd
03.2017 - 07.2017
- Attended to customer calls on RedONE related query
- Escalated and resolved customer grievances via on-call support
Customer Service Executive (Part Time)
YES DIGITAL – YTL Communications (YTLC) Sdn Bhd
11.2015 - 12.2016
- Attended to customer calls on YES DIGITAL telecommunications related query
- Escalated and resolved customer grievances via on-call support
Engineering Maintenance Trainee
Reverse Engineering (M) Sdn Bhd
10.2015 - 11.2015
- Cleaned and lubricated pumps at Port Klang shipyard under the mentorship of senior engineer
- Reported any mechanical damage, wear and tear of rotary equipment to senior engineer
Education
BSC Hons - Electrical Engineering
UCSI University
09.2014 - 09.2019
Bachelors - Electrical Engineering
UCSI University
01.2017 - 09.2019
Sijil Pelajaran Malaysia (SPM) - undefined
Sekolah Menengah Kebangsaan Bandar Baru Seri Petaling
01.2009 - 09.2013
Skills
Microsoft Word
Excel
PowerPoint
Salesforce
Zen desk
CRM
X-Space
Photoshop
Illustrator
Vegas Pro
Personal Information
- Date of Birth: 03/12/96
- Nationality: Malaysian
Languages
English
Bahasa Melayu
Indonesia
Tamil
References
Available upon request
Handphonenumber
+6016 – 647 4815
Timeline
Team Manager for Partner Support (Customer service – Seller support)
Lazada Malaysia
05.2022 - 01.2024
Team Manager - BDM (Business Development)
Lazada Malaysia
01.2021 - 04.2022
Team Manager for Partner Support (Customer service – Seller support)
Lazada Malaysia
06.2020 - 01.2021
Team Manager for Customer Service – buyer support (Customer service – Buyer support)
Lazada Malaysia
08.2019 - 05.2020
Team Manager compliance team Customer Service (Full Time)
Lazada Malaysia
09.2018 - 07.2019
L2&L3 escalation Team Lead (Full Time)
Lazada Malaysia
08.2017 - 09.2018
Email Team L2 (Part time)
RedONE Network Sdn Bhd
03.2017 - 07.2017
Bachelors - Electrical Engineering
UCSI University
01.2017 - 09.2019
Customer Service Executive (Part Time)
YES DIGITAL – YTL Communications (YTLC) Sdn Bhd
11.2015 - 12.2016
Engineering Maintenance Trainee
Reverse Engineering (M) Sdn Bhd
10.2015 - 11.2015
BSC Hons - Electrical Engineering
UCSI University
09.2014 - 09.2019
Sijil Pelajaran Malaysia (SPM) - undefined
Sekolah Menengah Kebangsaan Bandar Baru Seri Petaling
01.2009 - 09.2013
Client Management & Sales Lead
Singapore First Aid Training Centre
3 2024 - Current
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