Jeseca Gopalsamy
Customer Service Manager
Klang,10
Summary
Jeseca Gopalsamy is a highly organized, detail-oriented Manager with over 7 years of experience in leading efficient & productive teams. She has a proven track record of managing team dynamics, maximizing productivity & showing results.
Dynamic individual with hands-on experience in Customer Service and talent for navigating challenges. Brings strong problem-solving skills and proactive approach to new tasks. Known for adaptability, creativity, and results-oriented mindset. Committed to making meaningful contributions and advancing organizational goals.
Overview
2025
2025
years of professional experience
1
1
year of post-secondary education
6
6
Languages
Work History
Training Manager
AstraZeneca
Petaling Jaya, Selangor
11.2023 - Current
- Training & Quality Manager for the Global Financial Services of AstraZeneca
- Manage Quality and Training for 3 Managers and approximately 50 over Financial Analysts across APAC, EMEA and Americas region
- Do deep dive into Quality related matters and create SOP based on Knowledge Articles and day-to-day Operations support
- Review complaints to find out root cause and improve articles and SOPs accordingly
- Compliance & DSATs check and run monthly quality analysis with the Ops Managers to ensure that users get the best experience to both Internal and External Users
Assistant Operations Manager
Grab
Petaling Jaya, Selangor
6 2022 - 7 2023
- Acting role of a leader within the team to support overall objectives of the business managing over 60 agents and 3 Team Managers
- Responsible for meeting and exceeding service level(above 95%) and customer expectations
- Set directions, establish strategies and goals for the team includes performance monitoring and monthly coachings and 1 on 1s.
Service Success Manager
Grab
Damansara, Selangor
12.2017 - 06.2022
- Manage a team of 7 Service Success specialists in Malaysia and 3 in Singapore that takes care of the end-to-end process of executive complaints received in Grab Singapore
- Conducted investigations into complaints, communicated findings to complainants and outcomes to stakeholders while overlooking and ensuring that the team closes cases within stipulated turnaround time
- The main liaison between key internal and external stakeholders (i.e CEO, LTA, MAS, SPF, CASE) to facilitate the service recovery process
- My key role as a manager required me to conduct Root Cause Analysis, design, implementation and monitoring of new Standard Operating Procedures (SOPs) to minimize problems identified in operational processes
Customer Service Specialist
Singtel
Klang, Selangor
10.2016 - 12.2017
- Identifies, investigates, and resolves users problems with computer software and hardware
- Fields support calls, chat, email, and/or other communication from users with inquiries regarding connectivity, Singtel home equipments, and similar concerns
Customer Service Executive
TNT Express
Petaling Jaya, Selangor
8 2016 - 10.2016
- Assisting and managing incoming calls regarding pickup calls, tracking and customer service inquiries
- Handling logistical processing and liaise with local vendors, customer service representatives, custom clearance support and warehousing manpower
- Assisting export bookings or pickups by doing outbound calls to ensure collection can be done on same day with assurance item can be collect without any obstacles
- Managed high volume of inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues.
Photographer
Singapore Zoo
Singapore
07.2015 - 10.2015
- To take pictures of visitors who comes to the zoo
- To ensure that team upsells the pictures as well
- Developed strong relationships with clients through clear communication and professionalism.
- Developed structured archiving system for photo storage, ensuring easy access and organization of thousands of images.
Education
High School Diploma -
SMK Jalan Mengkibol
Kluang, Johor, Malaysia 04.2010 - 12.2010
Skills
Coaching & Mentoring
Customer Satisfaction
Analytic Skill
Service Operations
IT Skills
Ms Office
Power Bi
Computer/Customer Service
Data Analytics
Leadership training
Exceptional communicator
Training solutions development
Soft skills training
Problem-solving abilities
Multitasking Abilities
Performance Management
Timeline
Training Manager
AstraZeneca
11.2023 - Current
Service Success Manager
Grab
12.2017 - 06.2022
Customer Service Specialist
Singtel
10.2016 - 12.2017
Photographer
Singapore Zoo
07.2015 - 10.2015
High School Diploma -
SMK Jalan Mengkibol
04.2010 - 12.2010
Assistant Operations Manager
Grab
6 2022 - 7 2023
Customer Service Executive
TNT Express
8 2016 - 10.2016
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