Kumuthamalar Biraiya
Rawang,12
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
12
12
years of professional experience
Work History
Senior Team Leader
TDCX MALAYSIA
02.2022 - Current
- Managed daily operations, ensuring smooth workflow and timely completion of tasks.
- Monitor follow up works to ensure these are completed within agreed timescales to the satisfaction of the customer and that learning from complaints is embedded within the process.
- Benchmark complaints performance and trends, establish and share good practice on complaints management
- Produced detailed reports outlining performance against benchmarks.
- Mentored team members to enhance professional development and accountability in workplace.
- Defined clear targets and objectives and communicated to other team members.
- Developed effective improvement plans in alignment with goals and specifications.
- Generated reports detailing findings and recommendations.
- Conducted employee performance evaluations, providing constructive feedback for growth and development.
- Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
Team Leader
TDCX MALAYSIA
01.2018 - 01.2021
- Streamlined team processes for increased efficiency and productivity.
- Implemented quality assurance measures to maintain consistency in customer interactions and service delivery.
- Enhanced customer satisfaction by promptly resolving issues and addressing concerns.
- Achieved high levels of customer satisfaction with timely problem resolution and effective communication.
- Reviewed individual performance metrics, offering constructive feedback and coaching to drive continuous improvement.
- Trained and supervised team of customer service representatives in providing quality service to customers.
- Maintained up-to-date knowledge of product and service changes.
Customer Service Representative
TDCX Malaysia
06.2016 - 06.2017
- Receiving incoming calls from customers
- Answering questions
- Providing information / troubleshooting
- Resolving issues or concerns regarding your product/service
Admin Assistant Manager
Laswell (M) Sdn Bhd
07.2014 - 05.2016
- Investigated and resolved customers issues and complaints regarding operational matters – Handled all queries and client feedback in a professional manner
- Dealing with international customer to close the business deal
- Apply permit for international shipment
- Liaise and follow up for new business and exiting business
- Monitored and managed operational activities – Directed the branch/store/bank operational risks, financial aspects and QA and audit processes
Administrator & Sales coordinator
AK Success Sdn Bhd
12.2011 - 05.2014
- Manage the administrative works, data entry, filing management
- To perform manual accounting
- Tracking sales orders to ensure that they are scheduled and sent out on time
- Effectively communicating with customers in a professional and friendly manner
Education
Bachelor's Degree - International Business Management
Management Science University
Skills
- Complaint resolution
- Client Service
- Team Leadership and people manager
- Motivational Skills
- Customer Service
Activities
- Committee member of Net Ball Club, MSU (2006-2007)
- Committee member for Orientation Week, MSU(2007)
- Monitor class, SMK BM(1998)
- Committee member of Girl Guides Club, SMK BM (1999-2002)
- Committee member of Science and Maths club, SMK BM (1999-2001)
- President for Hocky Club, SMK BM(2003-2004)
- Assistant Secretary for School Prefect, SMK BM (2003-2004)
Timeline
Senior Team Leader
TDCX MALAYSIA
02.2022 - Current
Team Leader
TDCX MALAYSIA
01.2018 - 01.2021
Customer Service Representative
TDCX Malaysia
06.2016 - 06.2017
Admin Assistant Manager
Laswell (M) Sdn Bhd
07.2014 - 05.2016
Administrator & Sales coordinator
AK Success Sdn Bhd
12.2011 - 05.2014
Bachelor's Degree - International Business Management
Management Science University
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