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Jason Santhanaraj
Senior Manager - Operations & Customer Experience
Kuala Lumpur
Summary
Resourceful Manager offering history of success coordinating and monitoring operations across various departments. Effective leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Highly committed with hardworking mentality to maintain quality of services and products. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
11
11
years of professional experience
4
4
years of post-secondary education
1
1
Certification
2
2
Languages
Work History
Senior Manager, Projects
Canaan Communication & Technologies Sdn Bhd
W.P. Kuala Lumpur
06.2019 - Current
- Developed and initiated projects, managed costs, and monitored performance to ensure successful execution to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow. Achieved 100% satisfaction rate from client on project implementation and Operations management.
- Planned, designed, and scheduled phases for large projects by introducing new systems, tools, and processes to achieve challenging objectives which improved efficiency by 40 - 60%.
- Researched emerging technologies and current trends to stay knowledgeable in methods that could benefit organization.
- Developed and implemented data governance policies and procedures such as ISO9001 and ISMS.
- Coordinated with cross-functional teams to resolve project issues and mitigate risks to implement benchmarks across all departments to maximize revenue and achieve cost reduction for company by 35%.
- Identified patterns and trends in large data sets and provided actionable insights.
- Implemented business intelligence and predictive analytics solutions to increase operational efficiency, forecast trends and improve customer experience.
Assistant Manager
Scicom (MSC) Berhad
W.P. Kuala Lumpur
05.2015 - 05.2019
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Oversaw quality assurance testing on new installations and processes to ensure quality standards above 95%.
- Supervised operations team to support operational excellence and excellent customer service to meet key performance metrics set while maintaining performance above 90%.
- Introduced new methods, practices, and systems to reduce turnaround time by staying up to date with industry trends. Pioneered cross skill training across all operational teams of more than 50% of workforce.
- Updated and resolved incidents and managed accessorial charges.
- Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
Quality Assurance & Training Specialist
Scicom (MSC) Berhad
W.P. Kuala Lumpur
06.2012 - 05.2015
- Adhered to standardized quality assurance best practices, policies and processes to diversify instructional methods and optimize trainee engagement.
- Mentored and coached team members on QA topics and strategies by achieving 85% for overall department performance.
- Reviewed public-facing information for accuracy, relevancy and timeliness as desired by leadership. This reduced customer contact rate by 20%.
- Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork.
- Supported productivity increase and business growth through new hire training and mentoring.
Education
BBA - International Business Management
Open University Malaysia
Kuala Lumpur 01.2014 - 01.2018
Skills
Call center operations
Accomplishments
- Collaborated with team of 15 different clients and teams in project management, business analysis and operational roles.
- Supervised team of > 100 staff members.
- Process Improvement - Achieved revenue objective by implementing cost-cutting measures through process improvement and technology implementation.
- Designed and implemented an innovative workflow and technology solutions for both internal and external stakeholders.
Certification
Certified Operations Performance Leader (7.0)
Interests
Financial Trading
Timeline
Certified Operations Performance Leader (7.0)
04-2022
Senior Manager, Projects
Canaan Communication & Technologies Sdn Bhd
06.2019 - Current
Assistant Manager
Scicom (MSC) Berhad
05.2015 - 05.2019
BBA - International Business Management
Open University Malaysia
01.2014 - 01.2018
Quality Assurance & Training Specialist
Scicom (MSC) Berhad
06.2012 - 05.2015
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