KHALYANI ELANKOVAN
Selangor
Summary
Passionate Education Professional with a Bachelor of Education (TESL) (Honours) and ongoing Master of Education in Higher Education Teaching and Master of Business Administration. Developed leadership, training, and people development skills while fostering effective communication and mentorship, creating positive learning environments for students. Focused on Early Childhood Education, teacher education, and supporting student research projects through expertise in research methodology and quantitative data analysis.
Overview
4
4
Languages
1
1
Certification
21
21
years of professional experience
Work History
Manager
Siva Maju Fresh Mart & Cash & Carry Sdn Bhd
01.2020 - 06.2026
- Led end-to-end retail operations, including staffing, budgeting, inventory management, and profit & loss (P&L), consistently achieving operational and sales targets.
- Managed full-cycle recruitment, including interviewing, hiring, onboarding, and training, resulting in the establishment of a high-performing retail team.
- Coached and mentored team members, fostering a culture of accountability and operational excellence aligned with regulatory compliance.
- Monitored employee performance, conducted performance evaluations, and implemented development plans to improve productivity and service quality.
- Designed and delivered comprehensive training programmes covering customer service, POS operations, inventory management, and company procedures.
- Developed structured training programmes and facilitated staff learning and development.
- Led the setup and implementation of the Point-of-Sale (POS) system, ensuring smooth operational workflows and staff readiness before store opening.
- Managed inventory control processes, minimising stock loss and ensuring optimal inventory levels to support business operations.
- Analysed sales performance and identified business opportunities, implementing initiatives that enhanced revenue and customer satisfaction.
- Resolved escalated customer complaints professionally while maintaining high standards of customer experience.
- Ensured compliance with health, safety, and company policies across all retail operations.
- Prepared staff schedules and managed workforce planning to optimise productivity and business coverage.
- Collaborated with senior management to identify operational improvements and support strategic business growth during the company's expansion.
- Experienced in delivering practical training, assessing learning outcomes, and evaluating employee performance.
- Strong analytical skills with experience using data to support operational decision-making and continuous improvement.
- Experienced in delivering practical training, assessing learning outcomes, and evaluating employee performance.
- Strong analytical skills with experience using data to support operational decision-making and continuous improvement.
Collections Team Leader
IWG plc
10.2018 - 12.2019
- Built and led 7-person APAC Collections team, overseeing recruitment, onboarding, training, coaching, performance reviews, and KPI achievement to ensure team effectiveness.
- Designed and implemented collection strategies in collaboration with senior leadership, improving portfolio recovery rates and operational efficiency.
- Identified and implemented process improvement opportunities and best practices, enhancing productivity, compliance, and service quality across collections operations.
- Joined the organisation during its start-up phase and established the APAC Collections function from the ground up, developing processes, workflows, and operational standards.
- Developed standard operating procedures (SOPs), collection workflows, and reporting frameworks to ensure consistency across APAC markets.
- Established performance dashboards and reporting processes to facilitate data-driven decision-making and promote ongoing process improvement.
- Mentored and developed new team members, fostering a high-performing, customer-focused, and results-driven culture.
- Collaborated with cross-functional teams, including Finance, Sales, and Customer Service, to optimise collections and reduce outstanding receivables.
- Managed escalated customer and client issues, ensuring timely resolution while maintaining strong stakeholder relationships.
Collections Specialist
IWG plc
01.2017 - 09.2018
- Consistently ranked as a top-performing Collections Executive, exceeding individual recovery and productivity KPIs while maintaining high compliance standards.
- Recognised with the Best Performance Award for two consecutive quarters in recognition of outstanding recovery results and operational excellence.
- Managed high-volume portfolio of APAC customer accounts, achieving effective debt recovery while enhancing customer relationships.
- Negotiated tailored repayment arrangements that maximised collections while delivering positive customer outcomes.
- Demonstrated analytical and negotiation skills, significantly contributing to team collection targets and enhancing portfolio performance.
- Built relationships with internal and external stakeholders to resolve complex account issues, improving resolution times.
- Maintained accurate account documentation and ensured full compliance with company policies and regulatory requirements.
- Promoted to Team Leader based on consistently outstanding performance, leadership potential, and proven ability to drive results.
Senior Customer Service Executive
MLH Global
01.2016 - 12.2017
- Managed international shipment enquiries, customs documentation, and end-to-end customer service for global freight and logistics operations.
- Resolved complex shipment issues, delays, and customer escalations, ensuring adherence to high service standards.
- Coordinated with customers, customs authorities, overseas agents, and internal departments to facilitate timely shipment clearance and delivery.
- Provided expert support on import and export documentation, customs procedures, and shipment status across multiple international markets.
- Established strong relationships with corporate clients through proactive communication and timely logistics solutions, enhancing overall client satisfaction.
- Collaborated with operations, warehouse, and transport teams to optimise shipment processes and improve customer satisfaction.
- Maintained accurate shipping records and documentation, ensuring compliance with international trade and customs regulations.
- Consistently achieved service level agreements (SLAs) and key performance indicators (KPIs) in a fast-paced logistics environment.
- Trained and supported new team members on customer service procedures, documentation requirements, and system processes.
- Recognised for delivering responsive, accurate, and customer-focused service while managing high-volume international shipment enquiries.
Customer Service & Clearance Support
TNT Express
01.2011 - 12.2016
- Acted as the primary point of contact for customers, providing timely updates and resolving enquiries related to customs clearance and shipment delivery.
- Provided high-quality customer service while managing multiple time-sensitive shipments in fast-paced international logistics environment.
- Managed customs clearance processes for import and export shipments, ensuring compliance with Royal Malaysian Customs regulations.
- Coordinated the clearance of bonded and non-bonded cargo, liaising with customs authorities, brokers, and internal operations to minimise shipment delays.
- Monitored shipment status from arrival to final clearance, proactively resolving documentation discrepancies and customs-related issues.
- Prepared and processed customs documentation, including K2 declarations, import/export permits, and supporting clearance documents.
- Verified shipping documents for accuracy and compliance, ensuring proper documentation for customs clearance.
- Collaborated with airlines, freight forwarders, customs brokers, warehouse operations, and transport teams to ensure efficient cargo movement.
- Maintained accurate customs records and ensured compliance with import/export regulations, company policies, and service level agreements (SLAs).
- Investigated clearance exceptions, implementing corrective actions to minimise delays and enhance customer satisfaction.
Earlier Career
Datacom South East Asia | DNMC International | Tadika Fun Alley
01.2005 - 12.2011
- Provided customer service and administrative support, ensuring accurate records and documentation to facilitate smooth operations.
- Assisted with accounting and financial administration, including invoicing, payment processing, and reconciliation tasks.
- Coordinated daily office operations through scheduling, data entry, and document management, streamlining communication with internal teams.
- Established a solid foundation in customer service, administration, accounting support, and education across diverse industries, enhancing cross-functional skills.
- Developed strong communication, organisational, and problem-solving skills by working in customer-facing and administrative roles.
- Gained early teaching experience in early childhood education by planning classroom activities, supporting children's learning and development, and maintaining a safe, engaging learning environment.
- Adapted quickly to different business environments while consistently demonstrating professionalism, teamwork, and a customer-focused approach.
Education
Bachelor of Education (TESL) (Honours) - Teaching English as a Second Language
Asia E University
Subang Jaya2020
Diploma in Business Administration - Business Administration
12-2014
Skills
- Retail operations management
- Operational Leadership
- Performance monitoring
- Employee training
- Leadership and Mentoring
- Team building
- Research Methodology
- Data Analysis
- Analytical Thinking
- Effective Communication
- Teamwork and Collaboration
Certification
HRD CORP ACCREDITED TRAINER, HUMAN RESOURCE DEVELOPMENT CORPORATION, 2025-06-30
Languages
English
Bahasa Malaysia
Mandarin
Tamil
Custom
Emerging Aquatic Contaminants, Human Health and Environmental Sustainability: A PRISMA-Based Systematic Literature Review Towards Achieving SDGs, FishTaxa - Journal of Fish Taxonomy, 37, 398-427, 2025, https://doi.org/10.66838/fishtaxa.37.398-427
Timeline
Manager
Siva Maju Fresh Mart & Cash & Carry Sdn Bhd
01.2020 - 06.2026
Collections Team Leader
IWG plc
10.2018 - 12.2019
Collections Specialist
IWG plc
01.2017 - 09.2018
Senior Customer Service Executive
MLH Global
01.2016 - 12.2017
Customer Service & Clearance Support
TNT Express
01.2011 - 12.2016
Earlier Career
Datacom South East Asia | DNMC International | Tadika Fun Alley
01.2005 - 12.2011
Bachelor of Education (TESL) (Honours) - Teaching English as a Second Language
Asia E University