Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Affiliations
Timeline
Generic
DEV ARUL ARUMUGAM

DEV ARUL ARUMUGAM

Senior Client Services Manager
Puchong

Summary

Accomplished Senior Client Service Manager with 17 years of experience in telecommunications, logistics, and banking industries. Expertise in service and operations management, driving operational efficiency, and delivering exceptional results. Skilled in optimizing resources, leading high-performance teams, and fostering a culture of continuous improvement. Proven track record in ensuring operational excellence and prioritizing customer satisfaction.

Overview

32
32
years of professional experience
2
2
years of post-secondary education
5
5
Certifications
3
3
Languages

Work History

Senior Client Service Manager

BT Global
Kuala Lumpur, Kuala Lumpur
12.2017 - Current
  • Successfully managed daily operations, ensuring smooth workflow and efficient processes.
  • Developed and maintained strong relationships with senior client stakeholders through regular communication, understanding their needs, and providing effective solutions.
  • Proactively identified and addressed potential issues, resolving them in a timely manner to ensure client satisfaction and maintain long-term relationships.
  • Received positive feedback from senior client stakeholders for exceptional customer service, leading to increased repeat business and referrals.
  • Direct face to face interaction and communication with senior level stakeholders for effective conflict management.
  • Initiated and lead SIP’s throughout the lifecycle.
  • Lead the Operations and technical teams dedicated to the account.
  • To lead and drive major escalations and to be the SPoC for the clients senior management community to establish accountability, identify solutions to resolve conflicts that enables all teams to collaborate towards achieving a common goal.
  • Manage vendor and supplier relationships and to ensure compliance of contracts & SLAs which would include vendor reviews.
  • Set and track team KPI to ensure agreed SLA/OLA are met.
  • Responsible for playing a key role in ensuring great connection between the business, IT Services and all stakeholders while maintaining quality of service, prioritizing business goals & networking with all levels internal and external.
  • To be involved in major projects, provide feedback and ensure that service readiness is delivered to operations.
  • Developed customized solutions to meet unique client needs, ensuring a high level of satisfaction and loyalty.
  • Established strong rapport with key decision-makers within client organizations, fostering trust and collaboration on critical projects.
  • Exceeded revenue targets through diligent account management and innovative approaches to upselling services where appropriate.
  • Coordinated resources across multiple departments to ensure seamless execution of client projects from inception through completion.
  • Demonstrated flexibility in adapting to evolving client requirements while maintaining focus on delivering exceptional results.
  • Guided clients through change management processes by providing expert insights into best practices and potential pitfalls.
  • Enhanced client satisfaction by effectively managing service delivery and promptly addressing concerns.
  • Led cross-functional teams to deliver exceptional service, maximizing efficiency and productivity.
  • Managed risk by proactively identifying potential challenges and implementing mitigation measures accordingly.
  • Trained, led and developed client services team and instilled knowledge and skills to execute business strategies and deliver maximum customer satisfaction to maintain profitability.
  • Fostered a culture of continuous improvement within the team, driving innovation in service delivery methods.
  • Liaised with leadership team to support strategic opportunities and align cross-functional resources with delivery.
  • Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
  • Leveraged data and analytics to make informed decisions and drive business improvements.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Interacted with clients on regular basis to quickly alleviate issues and provide project updates.
  • Championed process improvements that led to more efficient issue resolution times without compromising quality standards.
  • Conducted regular client reviews on various levels to assess performance metrics, identify areas for improvement, and develop actionable plans.
  • Implemented and monitored ITIL processes to support contractual obligations resulting in increased revenue and client retention.

APJ, MiM Lead

DXC Technology, Hewlett Packard Enterprise
Kuala Lumpur, Kuala Lumpur
01.2010 - 12.2017
  • Led a team of incident managers in the APJ region while driving service restoration as well as resolving high priority Incidents within OLAs and SLA’s.
  • Spearheaded service management process review and improvement as well as new business deployment for banking sector business while ensuring prudent change management to minimize risks.
  • Acted as the SPOC for customers and HP Internal teams during crisis.
  • Collaborated with Incident Managers in engaging support groups from diversified layers of organizational teams to restore services while minimizing financial and brand impact to the banks.
  • Led root cause analysis for high severity cases while working closely with the Problem Management team in providing feedback and incident reports for Root Cause Analysis as well as permanent fixes.
  • Served as the single point of contact between the clients and HP capabilities while bridging communications with internal teams as well as contracted third party vendors.
  • Collaborated with clients and the internal management team on contract negotiations as well as statement of work preparation.
  • Provided continuous refresher trainings to support engineers and technical specialist to reduce potential downtime or degradation of services.
  • Orchestrated the roll out of SIBS (Core Banking System) for the client with no impact to business for client.
  • Skilled at working independently and collaboratively in a team environment.

Shift Manager

Hewlett Packard Enterprise
Kuala Lumpur, Kuala Lumpur
01.2007 - 12.2010
  • Managed the shift operations of Incident Management Service Delivery covering a team of Command Centre agents & Technical Support as well as Deep Technical Support engineers.
  • Managed all escalation of operational issues while liaising with Customer Accounts and Client Managers as well as engineers on duty.
  • Drove continuous improvement of incident management processes.
  • Expedited incident life cycle and troubleshooting towards implementing effective solutions to resolve incidents.
  • Took the role of Manager on Duty during Off Shift and Holiday periods towards ensuring no business interruption.
  • Proactively anticipated issues and situations to mitigate negative impact towards service availability and critical response time.
  • Ensured all shift activities are executed in line with set policies and procedures.
  • Coordinated accurate SMT shift handover while contributing to RtOP’s calls and engagement.

Customer Service Lead

Hewlett Packard Enterprise
Kuala Lumpur
01.2006 - 12.2007
  • Promoted to the role of Operations Customer Service Lead in overseeing the delivery of high quality incident management services.
  • Monitored queues and the incident lifecycle while escalating any irregularities towards ensuring strict ITSM as well as SLA compliance.
  • Defined expectations for quality services and processes while conducting spot check on the team.
  • Provided coaching and mentoring to the team to exceed customer satisfaction goals.
  • Assisted the Shift Manager in managing communication during real BCP situation.

IT Executive

Carrefour
Kuala Lumpur
01.2002 - 06.2006
  • Served as the custodian of the POS systems and servers in managing the related hardware as well as software.
  • Ensured the accuracy of the inventory database while supervising the backup and disaster recovery operations.
  • Carried out prompt analysis and resolution of technical issues as well as complaints.
  • Delivered in-house training programs to strengthen the technical knowhow amongst the company’s personnel.

Tutor cum System Administrator

Stamford College
01.2000 - 12.2001
  • Carried out installation, patching, upgrading as well as maintenance of both hardware and software while administering web services.
  • Performed system start-ups and shutdowns as well as supervised backup and disaster recovery operations.
  • Acted as the server custodian for Sun Solaris and IBM AS400 servers in maintaining the servers’ optimum performance while minimizing downtime.
  • Conducted tutorials on various systems and HRIS.

Senior CAD Supervisor

BWR Engineering (M) Sdn Bhd
Kuala Lumpur, Kuala Lumpur
01.1993 - 01.1998
  • Led the CAD solutions department encompassing a team of 25 CAD operators in ensuring timely submission of all projects.
  • Marketed services offered by the company as well as carried out onsite drafting work.
  • Provided software training to new personnel.

Education

Some College (No Degree) -

Systematic Computer School
Gombak
01.1993 - 12.1994

Skills

Strong leadership

Certification

ITIL Intermediate certificate in IT Continual Service (CSI), 2016

Accomplishments

  • Won the "Shining Star Award" for the year 2019, 2021, 2022 and 2023.
  • Won the Customer Champion Award for the year 2023.
  • Reduced incidents by 50% YoY through SIP's and process enhancements.
  • No SLA breach penalties paid for 5 years running.
  • Successfully assisted in migrating 5 pilots sites across the globe and and currently using the same operations model for Wave deployments to 196 countries.
  • Created the customer handbook for the CCaaS project.

Affiliations

  • Information Systems Audit and Control Association (ISACA)


Timeline

Certified Information Security Manager (CISM)

01-2024

Senior Client Service Manager

BT Global
12.2017 - Current

APJ, MiM Lead

DXC Technology, Hewlett Packard Enterprise
01.2010 - 12.2017

Shift Manager

Hewlett Packard Enterprise
01.2007 - 12.2010

Customer Service Lead

Hewlett Packard Enterprise
01.2006 - 12.2007

IT Executive

Carrefour
01.2002 - 06.2006

Tutor cum System Administrator

Stamford College
01.2000 - 12.2001

Some College (No Degree) -

Systematic Computer School
01.1993 - 12.1994

Senior CAD Supervisor

BWR Engineering (M) Sdn Bhd
01.1993 - 01.1998

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DEV ARUL ARUMUGAMSenior Client Services Manager