Geetha Shanmuganathan

• Designed 3-months hybrid development programme with L3 objective, deliver leadership training and workshop programmes for Malaysia and Singapore client’s senior leaders and mid-level managers
• Regular feedback to client on leaders’ progress and potentiality to career development and succession planning
• Coach leaders on targeted performance and behaviour pain points, linking it to organisation’s vision and value system.
• Spearheaded successful product launches that resulted in increased brand visibility and customer acquisition.
• Improved project efficiency with strategic planning, resource allocation, and time management practices.
• Secured key partnerships that contributed to company's overall growth strategy and market reach.
• Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
• Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
• Cultivated positive work environment that fostered employee engagement, increased retention rates, and boosted overall team morale.
• Boosted client satisfaction rates through exceptional relationship management and prompt resolution of issues.
• Proactively identified potential risks and implemented mitigation strategies to minimize negative impacts on projects or business operations

-Provided Training and HR consultancy services for below projects:
Talreso HR Consultancy and Advisory – Recruitment Consultant (Nov 2019-Sep 2020)
- Conducted and completed successfully mass hiring for key Singapore client for telesales roles in banking industry
- Manage stakeholder relationship with key Singapore client in banking industry

Dibta Global – Learning and Development Consultant (Sep 2017-Oct 2019)
- Co-lead, manage, coordinate and coach mid-level managers under the 6 months Global Talent Programme for Mining Industry Holding Indonesia (MIND)
- Co-facilitated Talent Profiling with EPF, Malaysia
- Co-facilitated Women on Board: Values, Challenges and Managing Process with Ministry of Finance, Malaysia
- Co-facilitated with Dibta Group on Future Leaders programme for
Ministry of Higher Education, Malaysia

- Improved project efficiency with strategic planning, resource allocation, and time management practices
- Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth
- Boosted client satisfaction rates through exceptional relationship management and prompt resolution of issues
- Formed strategic partnerships and connected with potential clients to drive project on leadership development

People Potential - Learning and Development Consultant (Feb 2017-Sep 2017)
- Launch and manage E-learning system Mindmaster
- Determine effectiveness of training and L1-L3 behaviour tracking in learners

• Spearhead Employee Engagement Activity in 2016, with 100% participation and passed set survey target for first time since its inception
• 100% clearance for internal and external auditing
• 100% attendance of hotel’s new brand roll-out initiative training
• Turn hotel into most highly sought internship destination.
• Mentored junior team members, fostering their growth and increasing departmental expertise
• Improved communication within cross-functional teams by facilitating collaborative workshops focused on effective communication techniques
• Collaborated with department heads to identify skill gaps and develop targeted training solutions
• Streamlined onboarding processes for new hires, resulting in reduced time to productivity
• Developed strong partnerships with external vendors to provide diverse learning opportunities for employees
• Increased employee satisfaction scores related to career development opportunities by implementing transparent internal promotion process

• Establish talent development strategy that detailed core values of Kelly Services
• Design career development programme, linking performance management, succession management and personal and leadership development programmes and coaching.

• Lead Merchant Experience, Sales and Quality Assurance initiative, specialising in conducting and coaching quality monitoring and training of inbound sales team, encompassing merchant handling effectiveness from sales and service delivery, in terms of information, solution accuracy and process and compliance adherence.
• Manage and execute monthly onboarding training programme.
• Plan and execute process improvement initiatives and training programmes to drive sales by trending quality assurance findings, study gaps and review existing performances, processes and consistencies in merchant experiences.
• Review policy and process changes impacting operational and training documentations, establish metrics that defines merchant relationship, review performance related variables, drive corrective actions based on evaluation criterion and process with internal stakeholders to drive excellence in merchant experience.
• Lead cross-divisional teams from multiple business groups and functional areas to deliver high impact programs on objection handling delivery and other learning programs.
• Conduct and coaching call audits involving People, Transaction Monitoring and Training internally and at outsourced contact centre to ensure compliance and business requirements met.

Others

• Lead Compliance for Sales Business Unit - Monitoring team compliance requirements, training, and documentation.
• Create and key writer of hugely popular quarterly e-newsletter
• Business Continuity Plan Lead – ensuring quarterly updated documentation and Voice and System at BCP site is maintained well. Best Business Continuity Plan documentation that was emulated in APAC region.
• • Created and maintained basic talent management strategy to maximize potential of talents
• Flexible Work Lead – Innovate and interact with Leaders on flexible work options
• Involved in Facilities Management – issues pertaining to office facilities
• Founded Friends of Earth - creating greater awareness of carbon emission at work.
• 20% of work time spent on Internal Communications and American Express KL Zone newsletters, Corporate article writer for Amex GM (2010-2012).
• Elected as Compliance Champion yearly. Recognition by Regional Head Office Compliance team.
• Award and recognition as Outstanding Performer thrice.
• Created and showcased teams’ achievements via highly popular e-newsletter across APAC.
• Played key role in achieving silver award for “Best Telesales Contact Centre under 50” CCAM in 2011.
• Nominated as “Best Support Staff” for CCAM Malaysia 2011.
• Founded green initiative community project “Friends of Earth”.

• Provided training for new hires on induction, soft skills, customer service and technical issues
• Quality assurance - mentoring, observation and coaching agents
• Handling operation activities – interviewing, report generation, scheduling and adhoc managing operations of call centre.

• Guided new hires “on the job”
• Upgraded tech skills to provide technical support to APAC customers.