MARGARET SHAHLINI GUNASEGRAN
Technical Support Analyst & Team Leader
Sentul,14
Summary
Results-oriented Team Leader and Analyst with extensive experience in Information Technology. Achieved organizational objectives by guiding high-performing teams and enhancing client satisfaction through strategic planning and operational management. Focused on driving efficiency, fostering innovation, and cultivating a culture of continuous improvement to support sustainable growth.
Overview
3
3
Languages
12
12
Certifications
16
16
years of professional experience
Work History
Senior Executive Officer
KAF Digital Bank
01.2025 - Current
- Regulatory Compliance & KYC: Managed end-to-end customer onboarding and identity verification processes using automated digital systems, maintaining a 99.8% compliance rating with Bank Negara Malaysia (BNM) regulations.
- Operational Leadership & Escalate Care: Supervised a team handling complex digital banking inquiries and customer disputes, reducing the average handling time (AHT) by 15% and achieving a 94% First-Contact Resolution (FCR) rate.
- Risk & Fraud Mitigation: Conducted detailed system audits on accounts placed under manual review (including Onfido / KYC verifications), successfully identifying and mitigating operational risk factors across over 200+ high-risk profiles monthly.
- Fintech Process Optimization: Partnered with backend engineering and product teams to refine mobile banking application workflows, optimizing user registration loops and reducing user onboarding drop-off rates by 12%.
- Stakeholder Management: Developed data-driven weekly performance reports detailing account activation trends and system bottlenecks, delivering actionable insights directly to head-of-department level stakeholders to drive continuous platform upgrades.
Media Officer
Educational, Welfare & Research Foundation Malaysia
08.2024 - Current
- Digital Transformation: Revolutionized the organization’s social media footprint by establishing a structured weekly content calendar and publishing bespoke visual assets, driving a 25% increase in digital engagement.
- Project Management: Oversaw the end-to-end production pipeline for the official newsletter (Berita EWRF), ensuring 100% on-time delivery of critical organizational updates and community success stories.
- Corporate Communications: Crafted refined, publication-ready content for the annual Impact Newsletter to effectively communicate corporate social responsibility (CSR) milestones to corporate donors and strategic partners.
- Audience Acquisition: Maintained total ownership of the multimedia and video content distribution strategy; utilized data-driven insights to refine assets, resulting in a 15% expansion of organic audience reach.
- Strategic Planning: Co-authored foundational frameworks and operational blueprints for a landmark educational curriculum, ensuring strict compliance with organizational growth objectives.
B2b Sales Manager
PC RENTAL & COMPUTER SERVICES SDN BHD
01.2024 - 03.2024
- Revenue Generation & Growth: Spearheaded B2B corporate sales strategy for hardware leasing and IT infrastructure solutions, driving a 15% year-on-year revenue increase across the corporate account portfolio.
- New Business Acquisition: Successfully identified market opportunities and secured over 25 new corporate accounts within the enterprise and SME sectors, expanding the active client base by 18%.
- Contract Negotiation & Deal Size: Negotiated high-value IT equipment rental and maintenance contracts, managing a corporate pipeline worth over RM 500,000 in recurring annual contract value (ACV).
- Client Retention & Account Management: Maintained a 94% client retention rate by establishing strong relationships with corporate IT heads, procurement managers, and C-suite executives, ensuring timely contract renewals and hardware refreshes.
- Cross-Functional Collaboration: Partnered closely with the technical support and deployment teams to ensure seamless hardware delivery and SLA compliance, leading to a 12% increase in cross-selling/up-selling technical upgrades to existing clients.
Sales Account Manager
Webhelp (HP SMB Team)
06.2023 - 12.2023
- Facilitated a meeting between Taiwanese and Malaysian associates for a $30 million project.
- Ensured high customer satisfaction and loyalty.
- Established long-term strategic partnerships with key clients.
- Successfully resolved complex client issues and disputes.
- A leading provider of customer service and support.
Virtual Technical Support
Webhelp (Wiz Team)
01.2021 - 06.2023
- High-Volume Remote Troubleshooting: Provided advanced virtual technical support and hardware/software diagnostics for remote users, successfully managing and resolving 45 to 60 technical service cases daily.
- First-Contact Resolution (FCR): Maintained an individual 91.5% First-Contact Resolution (FCR) rate by utilizing remote desktop tools and advanced troubleshooting guides to isolate and resolve operating system and application bugs on the first interaction.
- SLA & Performance Metrics: Consistently exceeded individual operational performance benchmarks, maintaining a 97.2% Service Level Agreement (SLA) compliance rating for ticket handling and rapid incident resolution.
- Incident Lifecycle Tracking: Documented, categorized, and updated complex technical issues inside the ticketing system, reducing total ticket logging errors to 0% and ensuring accurate data capturing for tier-2 engineering handoffs.
- Customer Satisfaction (CSAT): Recognized by project stakeholders and team leads for achieving an average Customer Satisfaction (CSAT) score of 4.8 out of 5.0, placing within the top 15% of the virtual support team.
Customer Service Support
Standard Chartered Private Banking
06.2018 - 01.2021
- High-Net-Worth Relationship Management: Provided premium end-to-end customer service and operational support to a dedicated portfolio of over 150+ High-Net-Worth Individuals (HNWIs), ensuring flawless execution of complex financial inquiries.
- Transaction Execution & Accuracy: Successfully processed and verified high-value cross-border fund transfers, wealth management transactions, and account updates, maintaining a 99.9% processing accuracy rate.
- High-Volume Case Resolution: Managed and resolved 35 to 45 priority client inquiries daily via telephone and secure banking channels, consistently meeting strict private banking compliance and regulatory standards.
- SLA & Escalation Performance: Achieved an individual 98.2% Service Level Agreement (SLA) compliance rating for rapid case resolution, minimizing client wait times and ensuring seamless onboarding experiences.
- Client Satisfaction (CSAT): Commended by premium account holders and relationship managers for maintaining an average Customer Satisfaction (CSAT) score of 4.9 out of 5.0.
Team Leader
Maxis Assurance Team
04.2016 - 02.2018
- Team Leadership & Performance: Led, mentored, and managed a high-performing team of 12 to 15 Assurance Specialists, driving operational excellence to consistently meet and exceed weekly KPIs.
- SLA & Queue Management: Maintained a team-wide 96.8% Service Level Agreement (SLA) compliance rating for incident resolution, successfully reducing the overall ticket backlog by 22%.
- Quality Assurance & CSAT: Conducted weekly quality audits on customer case resolutions, elevating the team’s average Customer Satisfaction (CSAT) score from 4.2 to 4.7 out of 5.0.
- Escalation & Incident Management: Acted as the primary escalation point for high-priority network and service assurance complaints, personally resolving over 20 critical corporate customer disputes weekly.
- Process Improvement: Standardized the team's incident logging and troubleshooting workflows, which reduced the average handling time (AHT) per assurance case by 15%.
NOC Technical Support
Huawei (Maxis Project)
01.2016 - 04.2016
- Network Infrastructure Monitoring: Monitored and maintained large-scale telecommunications network infrastructure, managing fault alarms across over 1,500 active base stations and network nodes to ensure continuous network uptime.
- High-Volume Incident Management: Successfully identified, analyzed, and tracked 35 to 50 critical network alarms daily, categorizing incidents according to severity levels and escalating priority issues to tier-3 engineering teams within required timeframes.
- SLA & MTTR Optimization: Achieved a 95.5% Service Level Agreement (SLA) compliance rating for network incident handling, successfully reducing the Mean Time to Resolution (MTTR) by 18%.
- Cross-Functional Coordination: Partnered closely with on-site field engineers and external project stakeholders to coordinate rapid emergency troubleshooting, minimizing network downtime for major telecom carriers.
- Performance Reporting: Compiled and analyzed daily and weekly network performance logs, providing actionable data on recurrent link failures that helped senior management optimize regional network stability.
Technical Support
Prometric Technology
09.2014 - 01.2016
- High-Stakes Examination Support: Provided end-to-end technical support and infrastructure monitoring for over 100 high-stakes digital examinations daily, ensuring zero network downtime during active testing windows.
- Incident Resolution & Tiered Support: Successfully managed and resolved 40 to 50 complex technical incidents per shift, troubleshooting workstation configurations, secure browser locks, and server connectivity issues.
- SLA & Performance Metrics: Consistently maintained an individual 97.8% Service Level Agreement (SLA) compliance rating for rapid incident response and system restoration times.
- Hardware & Network Optimization: Monitored, calibrated, and maintained over 150 local testing workstations and peripheral biometric devices, reducing technical hardware failure rates by 12%.
- Stakeholder Coordination: Partnered with global technical operations teams to isolate and resolve cloud-based server latency issues, minimizing candidate wait times and ensuring a seamless testing experience.
Technical Support and Workflow Analyst
Computer Science Corporation (CSC)
05.2011 - 09.2014
- Workflow Optimization and Efficiency: Analyzed and restructured internal technical support queue workflows, improving overall ticket routing efficiency by 20% and reducing backlog queues by 15%.
- High-Volume Ticket Management: Successfully managed, tracked, and resolved over 40 to 50 technical incidents daily, ensuring all issues were categorized accurately according to severity levels and standard IT service frameworks.
- Process Automation: Partnered with cross-functional technical teams to automate repetitive troubleshooting steps, reducing the average handling time per incident by 3 minutes.
- SLA Performance: Maintained an individual 96.5% Service Level Agreement (SLA) compliance rate for incident resolution times, consistently exceeding the department benchmark of 90%.
- Data-Driven Reporting: Developed weekly and monthly workflow performance reports using data analytics to identify system bottlenecks, providing actionable insights directly to senior management.
Executive Technical Support
Siccom
05.2010 - 05.2011
- Technical Operations & SLA Management: Spearheaded end-to-end technical troubleshooting for high-value corporate accounts, digital television networks, and broadband infrastructure, consistently maintaining a 98.5% Service Level Agreement (SLA) compliance rating.
- High-Volume Resolution: Effectively managed and resolved over 45 to 60 critical technical service requests daily, performing complex diagnostics on network configurations, fiber broadband connectivity, and digital media stream disruptions.
- First-Contact Resolution (FCR): Optimized incident handling procedures to achieve a 92% First-Contact Resolution (FCR) rate, significantly minimizing customer downtime and reducing engineering team dispatch rates by 15%.
- Stakeholder & Escalation Management: Served as the key technical liaison for business clients; accurately documented complex system bugs, diagnosed routing issues, and escalated network failures to backend engineering teams with zero logging errors.
- Performance Excellence: Commended by project stakeholders for maintaining an average Customer Satisfaction (CSAT) score of 4.8/5.0, placing within the top 10% of the technical support workforce.
Education
Diploma - Architectural Technology
LIMKOKWING UNIVERSITY
CYBERJAYA01-2010
Bachelor in Architectural Studies - Architectural Drafting
COLLEGE YAYASAN MELAKA
Malacca, Melaka, Malaysia 04.2001 -
Skills
Corporate Financial and Budget Management
Regulatory Compliance and Risk Mitigation
Process Improvement and Quality Assurance
Scalable Operations and Project Planning
Enterprise IT Service and Incident Management
Active Directory and Secure Remote Access
Strategic Business and Data Analysis
Tiered Technical Support and Troubleshooting
Cross-Functional Leadership and People Development
High-Value Strategic Corporate Partnerships
Organizational Growth and Scale Strategies
Efficient Team Delegation and Workflow Oversight
Certification
Lean Six Sigma Green Belt
TRAINING / COURSES
Introduction to Helpdesk Support (L1) Course
Timeline
Senior Executive Officer
KAF Digital Bank
01.2025 - Current
Media Officer
Educational, Welfare & Research Foundation Malaysia
08.2024 - Current
B2b Sales Manager
PC RENTAL & COMPUTER SERVICES SDN BHD
01.2024 - 03.2024
Sales Account Manager
Webhelp (HP SMB Team)
06.2023 - 12.2023
Virtual Technical Support
Webhelp (Wiz Team)
01.2021 - 06.2023
Customer Service Support
Standard Chartered Private Banking
06.2018 - 01.2021
Team Leader
Maxis Assurance Team
04.2016 - 02.2018
NOC Technical Support
Huawei (Maxis Project)
01.2016 - 04.2016
Technical Support
Prometric Technology
09.2014 - 01.2016
Technical Support and Workflow Analyst
Computer Science Corporation (CSC)
05.2011 - 09.2014
Executive Technical Support
Siccom
05.2010 - 05.2011
Bachelor in Architectural Studies - Architectural Drafting
COLLEGE YAYASAN MELAKA
04.2001 -
Diploma - Architectural Technology
LIMKOKWING UNIVERSITY