NAVINAH KAVERI
TEAM LEAD
SHAH ALAM
Summary
Dynamic and results-oriented professional with extensive experience in customer service, team leadership, and marketing. Successfully managed diverse teams and consistently achieved high-performance metrics across various sectors. Utilized data analysis to drive operational improvements and enhance customer satisfaction. Proficient in Salesforce, Zendesk, and other customer management systems. Strong communication skills with a proven track record of engaging clients and delivering tailored solutions. Committed to fostering a positive team environment and developing agent capabilities for optimal service delivery.
Overview
3
3
years of professional experience
Work History
Team Lead (TL) for Klook Project
Startek Berhad formerly known as Aegis BPO Sdn.Bhd (KLOOK project)
Ara Damansara
1 2023 - 9 2023
- Supervised a team of 10 South Korean agents and 15 English-speaking agents
- Maintained 85% SLA, ensuring timely responses to customer queries
- Consistently achieved an Average Speed of Answer (ASA) of 20 seconds
- Maintained a First Call Resolution (FCR) rate of 95%, ensuring efficient issue resolution
- Managed Average Handling Time (AHT) for chat at 4-6 minutes and email at 130 seconds
- Ensured team-wide Quality Assurance (QA) minimum score of 90% for service quality
- Conducted in-depth CSAT and DSAT analysis to improve customer satisfaction
- Achieved a high CSAT score, reflecting exceptional service quality
- Organized bi-weekly meetings with clients to review progress and discuss improvement strategies
- Extracted and analyzed reports from the Management Information System (MIS) to enhance service delivery
- Collaborated with the IT team to resolve technical issues and improve system performance
- Performed first-level troubleshooting for any operational issues that arose
- Conducted chat volume analysis using pivot tables to optimize staffing and resource allocation
- Monitored SLA performance live, making real-time adjustments to maintain targets
- Developed and implemented action plans to consistently meet SLA goals
- Gained hands-on experience with Zendesk, using it to manage customer tickets and queries
- Assisted agents with real-time issues and questions via Lark
- Handled escalated customer complaints and managed callbacks to irate customers
- Identified areas for process improvement based on data analysis and team performance
- Reviewed and optimized workflows to minimize AHT and maximize agent productivity
- Ensured compliance with company guidelines and best practices across all service channels
- Implemented feedback mechanisms to gather customer insights and adjust service approaches
- Conducted regular coaching sessions to improve agent performance and knowledge
- Provided daily, weekly, and monthly performance reports to upper management
- Enhanced First Call Resolution by training agents on troubleshooting techniques
- Successfully improved team performance by implementing targeted improvement plans
- Ensured timely and accurate communication between agents and the management team
- Managed escalations and resolved customer complaints in a timely manner
- Used data analysis to forecast volume surges and adjust staffing levels accordingly
- Ensured seamless communication between regional teams to align on best practices
- Implemented cross-training to ensure agents were versatile in handling both chat and email support
- Led initiatives to improve service quality, resulting in better customer retention and satisfaction.
Customer Service & Social Media Agent (ZARA)
Startek Berhad formerly known as Aegis BPO Sdn.Bhd (ZARA project)
Ara Damansara, Selangor
08.2020 - 01.2023
- Worked as a customer service agent for the India market during the first three months, using GIPI, Avaya, and Moca software to handle customer inquiries
- Provided efficient service via multiple channels (phone, email, chat) using these tools to manage high call volumes
- Gained in-depth product knowledge to assist customers with product information, order status, and returns
- Met and exceeded KPIs, including customer satisfaction scores and issue resolution time
- Transitioned to social media agent after promotion, managing customer interactions across 13 countries in Asia and Europe
- Used Salesforce to track social media queries and ensure timely, consistent responses across platforms
- Filtered sensitive marketing content for 13 countries, working closely with Inditex Spain (HQ) to ensure local market compliance and brand consistency
- Analyzed sensitive customer comments and escalated potential issues to HQ for prompt action
- Prepared detailed reports for Inditex Spain, summarizing customer sentiment and the effectiveness of marketing campaigns
- Actively gathered and reviewed customer feedback to influence product adjustments, enhancing customer satisfaction
- Maintained high standards in social media response times while managing a diverse set of queries
- Coordinated with regional teams in Asia and Europe to align on best practices and improve service consistency
- Addressed critical issues promptly, resolving customer complaints and preventing potential PR issues
- Developed insights from customer feedback to help Inditex refine content strategies and increase engagement
- Collaborated with cross-functional teams across markets to ensure adherence to global brand guidelines
- Monitored customer service KPIs, including Average Handling Time (AHT) and Quality Assurance (QA), and consistently met targets
- Participated in daily team briefings, sharing insights from social media monitoring to improve team performance
- Trained approximately 15 agents in the use of GIPI, Avaya, Moca, and Salesforce, ensuring smooth onboarding and system proficiency.
Intern - Marketing
Etancy Consultant (M) Sdn Bhd
01.2020 - 03.2020
- Actively contributed to sales and marketing strategies, supporting business development efforts.
- Successfully closed key sales deals with SME Bank and Guardian Health and Beauty Sdn. Bhd, driving revenue growth.
- Conducted market research to identify potential clients and business opportunities.
- Assisted in developing customized marketing pitches and presentations for corporate clients.
- Collaborated with the sales team to negotiate deals and secure contracts.
- Supported the creation and execution of marketing campaigns to enhance brand visibility.
- Facilitated client meetings and presentations, delivering insights on service offerings.
- Assisted in preparing sales reports and tracking progress against targets.
- Engaged in customer relationship management, ensuring client satisfaction post-sales.
- Gained exposure to corporate sales processes, contributing to key organizational goals.
- Gained valuable experience working within a specific industry, applying learned concepts directly into relevant work situations.
- Gained experience in Google Analytics while assisting with digital marketing campaigns.
English Teacher
Educational Welfare Research Foundation-EWRF
6 2018 - 10.2019
- Taught English to underprivileged B40 students at SJKT Glenmarie and SJKT Ebor, improving language skills and literacy
- Developed personalised lesson plans tailored to different learning abilities
- Fostered a supportive and inclusive classroom environment to encourage student participation
- Used interactive teaching methods, such as games and role-playing, to make learning engaging
- Prepared students for the DARE competition conducted by EWRF Malaysia, resulting in a win
- Provided one-on-one tutoring to struggling students, improving comprehension
- Regular assessments and feedback were used to monitor student progress
- Empower students with communication skills to boost academic and personal growth.
Education
Certificate in Artificial Intelligence -
MBOT - Malaysia Board of Technologists
04.2001 -
MBA - Business Administration
City University
Petaling Jaya, Selangor, Malaysia 04.2001 -
Bachelor’s in Business Administration (Hons) - Business Administration
City University
Petaling Jaya, Selangor, Malaysia08.2022
Diploma in Business Management - Business Management
City University
Petaling Jaya, Selangor, Malaysia06.2020
International General Certificate of Secondry Education -IGCSE -
Sri Emas International School
10.2017
Central Board of Secondry Education-CBSE -
Vikas International School (completed 9th Std)
07.2015
Skills
Customer Service Management
Social Media Queries Handling
Team Leadership Skills
Salesforce Query Management
Data Reporting & Analysis
Agent Training & Development
SLA Target Achievement
CSAT & DSAT Analysis
AHT & FCR Optimization
Client Meeting Communication
Zendesk Ticket Management
Technical Troubleshooting Collaboration
Marketing Pitch Development
Report Preparation Expertise
Cross-cultural Communication Experience
Capable of handling multiple projects concurrently
Proficient in Microsoft Word, Excel, Power point
Operations Management
Performance monitoring
Coaching and Mentoring
Performance Improvement
Employee Evaluation
Complaint resolution
Stakeholder Management
Marketing knowledge
Team Supervision
Teamwork and Collaboration
Problem-Solving
Team motivation
Analytical Thinking
People Management
Documentation And Reporting
Work Planning
Time Management
Decision-Making
Team building
Problem-solving abilities
Client Support
Goal Setting
Task Prioritization
Active Listening
Organizational Skills
Team Collaboration
Adaptability and Flexibility
SOP Adherence
Co-curricular Activities
- CITY UNIVERSITY, AJK-Kembara Club AJK-, Indian Cultural Society
- VIKAS INTERNATIONAL SCHOOL, Prefect-(2012-2015), Team Leader -Chess Junior
- SJKT SUNGAI RENGGAM, Prefect– (2007 – 2011), Secretary- Crescent Club (2008-2011), AJK- Art Club (2008-2011)
Personal Information
- Age: 25 years old
- Date of Birth: 06/12/99
- Nationality: Malaysia
Awards and Recognition
- Dean’s List Award from Faculty of Business Management (FOB)
- Certificate of Appreciation for maintaining high standards of customer service in July 2021 (Startek)
- Certificate of Appreciation for maintaining high standards of customer service in October 2021 (Startek)
- Certificate of Appreciation for maintaining high standards of customer service in January 2022 (Startek)
Languages
Tamil
Native language
Tamil
Proficient
C2
English
Proficient
C2
Malay
Upper intermediate
B2
Hindi
Beginner
A1
Timeline
Customer Service & Social Media Agent (ZARA)
Startek Berhad formerly known as Aegis BPO Sdn.Bhd (ZARA project)
08.2020 - 01.2023
Intern - Marketing
Etancy Consultant (M) Sdn Bhd
01.2020 - 03.2020
Certificate in Artificial Intelligence -
MBOT - Malaysia Board of Technologists
04.2001 -
MBA - Business Administration
City University
04.2001 -
Team Lead (TL) for Klook Project
Startek Berhad formerly known as Aegis BPO Sdn.Bhd (KLOOK project)
1 2023 - 9 2023
English Teacher
Educational Welfare Research Foundation-EWRF
6 2018 - 10.2019
Bachelor’s in Business Administration (Hons) - Business Administration
City University
Diploma in Business Management - Business Management
City University
International General Certificate of Secondry Education -IGCSE -
Sri Emas International School
Central Board of Secondry Education-CBSE -
Vikas International School (completed 9th Std)
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