Deepan Raj Palaniyappan
Petaling Jaya
Summary
Experienced team leader with a strong background in management, eager to explore new opportunities and apply skills in a different industry, particularly focusing on management and operations. Passionate about ensuring online community safety and maintaining content integrity.
Overview
7
7
years of professional experience
Work History
Team Leader, Content Moderation
Teleperformance
10.2022 - Current
- Led and mentored a team of content moderators in enforcing TikTok's community guidelines and content policies
- Developed and implemented strategies to optimize content review processes, improving efficiency and accuracy in moderation while maintaining high-quality standards
- Conducted regular performance evaluations, provided constructive feedback, and facilitated ongoing training sessions to enhance team capabilities and knowledge
- Acted as a liaison between moderation teams and management, communicating updates, challenges, and compliance
Assistant Manager - Operations
Scicom MSC Bhd
11.2021 - 10.2022
- To provide daily, weekly, monthly and ad hoc reports in the stipulated time-frames and as required by the Operations Management team and the client
- Regularly review operations performance and be able to provide immediate snapshot views on health of Operations
- Generate/Validate forecasts, providing supporting data and documentation to project required resources to man the desk
- Create work schedules to match accurately resource deployment to work requirements, optimizing productivity and results
- Prepare for and attend internal / external meetings regarding the performance of the Contact Center and all associated metrics as required
- Work closely with the Operations Management team to ensure key operational deliverables are met
- Review Operations work processes, providing recommendations for improvement
- Constantly review contact center metrics and performance, summarizing findings for Operations Management and Scicom senior management team
- Creates refresher sessions for poor performers to consolidate their knowledge
- Any other adhoc task(s) as assigned by management
Team Manager
Scicom MSC Bhd
11.2018 - 11.2021
- Manage the performance of a team of customer service
- Monitor and improve the performance of the team in terms of productivity, process adherence, and customer satisfaction
- Provide support to drive process improvement by conducting individual coaching and feedback sessions and periodic one-on-ones that focus on improving customer satisfaction, employee communication and technical skills
- Keep a check on attrition, absenteeism and cascade new information, updates and conduct team huddles
- Manage, train and coach contact center's team members and monitor staff's performance according to established monitoring standards
- Ensure day to day CS operations run smoothly to meet service agreement level
- Support Operations Manager to develop, implement and execute operational strategies for customer service management
- Ensure SLA is met and all operations comply to the Standard Operating Procedures
- Assisted with recruitment, interviews, and hiring and managing scheduling by desk
- Any other adhoc task(s) as assigned by management
Customer Service Executive
Telecontinent (UMobile)
04.2017 - 10.2018
- Manage customer complaints and handle irate customers
- Identify and handle customer inquiries accurately and meet customer satisfaction
- Escalating customer's report regarding network issue and accounts related
- Proactively promote and sell products to the customers via call as well us enlightening them on the new promotions in terms of bundle packages
- Interact with customers via telephone to provide information and assistance
- Achieve productivity standards and goals while maintaining the highest level of customer service
- Proactively involving in providing improvement plans in terms of team performance
- Organizing and conducting events and campaigns on sales days
Education
Bachelor of Psychology (Hons) -
Open University of Malaysia
Kuala Lumpur09.2024
Diploma in Legal Secretary -
Primus Institute Foundation
Klang12.2015
SPM -
SMK Engku Hussain
Semenyih12.2013
Skills
- Leadership and Teamwork
- Training
- Counselling
- Coaching
- Microsoft PowerPoint
- Excel
- Office
- Critical thinking
- Problem Solving
- Ability to Multitask
- Effective Time Management
- Ability to Work Under Pressure
- Recruiting Strategies
- Hiring
- Scheduling
- Data Analysis
- Team Management
- Complaint Handling
- Project Management
- Risk Management
- Excellent Communication
- Interpersonal Abilities
- Analytical Mindset
Personal Information
- Place of Birth: Kuala Lumpur
- Date of Birth: 01/24/96
- Nationality: Malaysian
- Driving License: Yes
References
- Edsel Aguilar Tabbun (Jasper), Teleperformance, 60176400342
- Nirmal Panner Selvam (Operations Manager), Scicom Sdn Bhd, 60126539135
- Sebastian Jonathan, U Mobile, 60182000485
Timeline
Team Leader, Content Moderation
Teleperformance
10.2022 - Current
Assistant Manager - Operations
Scicom MSC Bhd
11.2021 - 10.2022
Team Manager
Scicom MSC Bhd
11.2018 - 11.2021
Customer Service Executive
Telecontinent (UMobile)
04.2017 - 10.2018
Bachelor of Psychology (Hons) -
Open University of Malaysia
Diploma in Legal Secretary -
Primus Institute Foundation
SPM -
SMK Engku Hussain
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