Summary
Overview
Work History
Education
Skills
Accomplishments
Software
Timeline
Professional Reference
Personal Details
Hi, I’m

Letchumi Prabah Muthan

Team Manager - Maybank Group Customer Care
Shah Alam

Summary

Skilled call center professional with strong leadership abilities and focus on team success. Known for effective communication, problem-solving, and adaptability. Expertise in optimizing performance metrics and ensuring seamless operations. Collaborative team player committed to achieving results and exceeding expectations.

Overview

3
Languages
18
years of professional experience

Work History

Maybank Group Customer Care
Shah Alam

Call Centre Team Manager
06.2007 - 04.2015

Job overview

  • Managed various call floor business unit e.g Credit Card, Cash Management and SME banking
  • Identified issues, analyzed information and provided solutions to issues to drive better service level
  • Drove operational improvements for better team performance by 70% for Cash Management by identifying root cause
  • Led projects and analyzed data to identify opportunities for improvement for better call floor performance
  • Prepared variety of different written communications, reports and documents.
  • Conducted interviews to select suitable candidates for customer service executive position.
  • Conducted additional trainings for new hires.
  • Liaised with human resource department closely on staff related issues for example tardiness, appraisals, resignation and conduct exit interview.
  • Collaborated with team members to achieve desired results.
  • Conducted team communications and meetings within same department, other business unit and stake holders.
  • Ensured team members have cleared their annual leaves respectively and managed daily working schedule.
  • Organized and managed ad hoc activities such team gathering, managed collected funds for big scale event.
  • Maintained excellent attendance record, consistently arriving to work on time.
  • Conducted regular performance evaluations, providing feedback to foster professional development among team members.

Maybank Group Customer Care
Shah Alam, Selangor

Customer Service Representative
03.2002 - 03.2007

Job overview

  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Provided bank's product information and policies to customers upon inquiry.
  • Provided primary customer support to internal - back room functions and external customers.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Managed over 80- 100 customer calls per day.
  • Offered advise and assistance to customers, paying attention to special needs or wants.
  • Updated account information to maintain customer records.

Maybank Bhd

Front Line Teller
06.1997 - 03.2003

Job overview

  • Assisted customers with setting up or closing accounts, completing loan applications and signing up for new services.
  • Answered customer inquiries regarding account balances, transaction history, services charges and interest rates.
  • Educated customers on use of banking website.
  • Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
  • Counted and packaged currency and coins.
  • Removed mutilated currency from circulation.
  • Reconciled cash drawer and resolved discrepancies.
  • Sold and cross-sold bank products to new and existing customers.

Education

University Tun Abdul Razak
Kelana Jaya

Bachelor in Information Technology from Information Technology
06.2006

University Overview

Skills

Schedule Management

Call monitoring

Workforce planning

Training coordination

Quality assurance

Coaching and mentoring

Information tracking

Compliance

Accomplishments

Accomplishments
  • Resolved product issue through consumer testing.
  • Used Microsoft Excel to develop work force management scheduling tracking spreadsheets.
  • Achieved desired Service Level for the team by restructuring and identifying root cause
  • Documented and resolve tardiness issues which led to better understanding and team work
  • Nominated for "Best Team Leader" for CCAM ( Contact Centre Association of Malaysia )

Software

Ms Word

MS Excel

Ms Power Point

Timeline

Call Centre Team Manager
Maybank Group Customer Care
06.2007 - 04.2015
Customer Service Representative
Maybank Group Customer Care
03.2002 - 03.2007
Front Line Teller
Maybank Bhd
06.1997 - 03.2003
University Tun Abdul Razak
Bachelor in Information Technology from Information Technology

Professional Reference

Professional Reference

Hasniziati binti Mohamed Ariffin

Head, Business Resource, Training & Admin

Maybank Group Contact Centre

12, Jalan Astaka U8/84, Bukit Jelutong Business And

Technology Centre,

40150 Shah Alam, Selangor

Email : hasniziati@maybank.com

Contact No : 6012 390 0090

Personal Details

Personal Details

Date of Birth : 7 May 1978

Age : 48

Address : No 55 Jalan  Setia Damai U13/15E, Seksyen U13

 Setia Alam

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Letchumi Prabah MuthanTeam Manager - Maybank Group Customer Care