Nalina Sivakumar

• Designing and delivering training programs for team members
• Evaluating training effectiveness and reporting results to senior management
• Developing knowledge packs and utilizing resources to create information aids
• Maintaining training records and using knowledge management principles to make information accessible.
• Assessing the impact of training on customer satisfaction and company goals.

Training
• Conducting end‑to‑end training both GSO and Customer training for new hires, inclusive of Interns, Modern Workspace, Network, and Cloud Engineers.
• Pre‑planning training, preparation, delivery, and reporting, and application of ITIL knowledge in training
contents.
• Preparing and conducting customized training based on Customer and operations requests. Produce
training slides, send out invites, formulate post‑training reports with analysis, and focus areas, and apply
corrective plans for the future.
• Produce Digital training for full‑time access to materials, and facilitate collaboration and new digital
learning strategies.

Quality Assessment/Service Health Audits
• Perform Service Heath Audits for L1, L2, L3, Major Incident Management, PICM, Tech leads and Shift Leads.
• Perform both Call and ticket Audits for First Line Support.
• Produce consolidated and organized reports on Service Health Audits EOM.

CCMS
• Handling, managing, responding, and reporting customer grievances.

Knowledge Base
• Create, organize, review, and publish useful and relevant information in a centralized library to ensure fast and convenient access to information, enabling the target audience to resolve issues, find answers, and make informed decisions.

• Quality inspection of evaluated data and daily tasks of specialists
• Work closely with product operation teams to do investigations, including evaluating cases and summarizing guidelines and SOP
• Localise the policies, be responsible for policy training, and align the py updates
• Conduct calibration meetings with the team in the appeal process: analyse different cases, record and evaluate their performance, offer solutions and suggestions for the current problem to help the team improve the accuracy rate and alignment
• Brainstorm new alignment and BPO moderation approach.
• Work with Country Policy and revise market-specific alignments for BPO.

• Perform daily sampling tasks for audit purposes
• Perform thorough data analysis and feedback problems
• Provide feedback and analysis on Policy updates
• Cooperate with moderation teams and Market POC
• Participate in the development of quality inspection standards.

• Subject Matter Expert (SME) for the OPPO project
• Responsible for managing all types of Inbound/Outbound Calls, Chat, Email, Social Media & Return Survey monitoring
• The main point of contact between the organization and the client for all Quality Assurance related matters.

• Be accountable and ensure targeted calls, incidents & service requests per agent are monitored on daily basis
• Document the scoring for all agents into the score sheet
• Update the resulting dashboard to the management
• Conduct root causes analysis and provide action plans
• Perform one-to-one coaching with agents
• Prepare management reports & execute trend analysis on quality achievement.

• Supervise day-to-day operations
• Responsible for supervising, managing, and motivating team members
• Acts as the contact point for all team members
• Assist & manage existing agents and new hires with their daily tasks
• Manage escalations & Supervisor calls
• Prepare shift and break schedules for agents.

• Take and receive all customer calls in a professional and courteous manner
• Provide IT solutions guidance and support
• Handle & reply to incoming emails
• Provide a 'first-time fix', whenever possible
• Ticket creation and troubleshooting
• Keep up to date with changes in the IT systems.

• Responsible for handling requests and incidents from end users
• Ticket creation and parts ordering
• Ticket handling associates & assign onsite engineers
• Prepare daily reports
• Collect server information and work closely with second-level support.

• Constantly portray a highly professional image of the hotel
• Deal with guests' requests and resolve their complaints
• Provide information and literature about the hotel
• Ensure all relevant paperwork has been completed for a smooth handover.

• Responsible for handling delivery requests across Malaysia
• Takedown callerʼs orders and record relevant information
• Process delivery orders and escalations.

• Honors: Deanʼs List
• GPA: 3.52