KISHORE NADARAJAN
Shah Alam
Summary
Organized Team Manager with exceptional ability to build positive rapport, inspire trust, and guide teams toward achievement of organizational goals. Strong facilitator adept at working cross-departmentally with co-management and top-level leadership. Excellent trainer and mentor. Goal-oriented Team Manager dedicated to meeting team performance objectives and achieving set targets. Offering 8 years of extensive leadership experience in Customer Service field. Committed individual well-versed in providing thorough training, setting team goals and developing innovative strategies. Superb oral and written communication skills paired with excellent time management and leadership abilities.
Overview
10
10
years of professional experience
Work History
Team Manager
Agoda
1 2022 - Current
- Worked with coaches to develop game-play strategy and practice formats
- Oversaw day-to-day operations and assisted in challenge resolution to reduce potential downtime
- Managed employee performance through disciplining, coaching and counseling
- Improved employee skills and increased team value with new training opportunities and empowering leadership
- Lead effective team meetings to gain feedback from representatives, share new directives and educate workers on strategies for success
- Prepared reports and analyzed data to continuously improve processes and properly allocate team resources
- Monitored staff performance to identify deficiencies and implement proactive improvement plans
- Directed work of multiple teams and assisted with meeting specific team project goals.
- Facilitated meetings to communicate team performance goals and results.
- Cultivated positive, productive team environments, resolving conflicts quickly.
- Monitored project performance to identify areas of improvement and make adjustments.
Senior Team Leader
TDCX Malaysia
08.2018 - 01.2022
- Led team of 12 members while providing exceptional customer service via omni channels
- Also oversee overall operation capacity of 30 people
- Mentored and guided employees to foster proper completion of assigned duties
- Demonstrated knowledge of company mission and goals and mentored employees in reaching objectives aligned with company core values
- Assisted Operation Manager with new hire processing and existing training programs
- Coordinated weekly meetings for internal and external groups, including teleconferences and videoconferences, interacting with all levels of management
- Worked with Learning and Development Expert to create prototypes of new training materials
- Implemented new working processes to deliver multiple improvements
- Coached team members in customer service techniques, providing feedback and encouragement toward reaching sales goals.
Team Leader
Aegis BPO Malaysia
01.2016 - 07.2018
- Led team of 20 members while providing exceptional customer service
- Coached team members on service techniques and provided scoring through quality assurance program
- Prepared detailed reports on updates to project specifications, progress, identified conflicts and team activities.
Senior Customer Service Executive
Aegis BPO Malaysia
08.2015 - 01.2016
- Managed schedules accepted time off requests and found coverage for short shifts.
- Managed escalated customer issues with diplomacy and professionalism, often turning challenging situations into positive outcomes.
- Improved customer satisfaction by addressing and resolving complex customer inquiries promptly and accurately.
- Answered multi-line phones and used active listening skills to assess client's issues and challenges.
Customer Service Executive
Aegis BPO Malaysia
01.2015 - 08.2015
- Provided primary customer support to internal and external customers
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues
- Contacted customers to return routine and general calls promptly
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Education
Higher Secondary (SPM) -
Shah Alam, Selangor 01.2011 -
Skills
Recruitment support
Plan projects
Staff development
Collaborate cross-functionally
Performance reviewing
Influencing skills
Team Leadership
Performance Coaching
Customer Focus
Analytical Skills
Process Improvement
Operational Excellence
Languages
English
Malay
Tamil
Timeline
Senior Team Leader
TDCX Malaysia
08.2018 - 01.2022
Team Leader
Aegis BPO Malaysia
01.2016 - 07.2018
Senior Customer Service Executive
Aegis BPO Malaysia
08.2015 - 01.2016
Customer Service Executive
Aegis BPO Malaysia
01.2015 - 08.2015
Higher Secondary (SPM) -
01.2011 -
Team Manager
Agoda
1 2022 - Current
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