Neshanti Nyanasegaran
Kuala Lumpur,14
Summary
Results-driven professional with over 9 years of expertise in customer service, KYC/CDD compliance, and team training within the financial services sector. Proven ability to enhance customer satisfaction through quality assurance and process improvement initiatives, while effectively mentoring teams to achieve operational excellence. Committed to advancing into a leadership role in learning and development, quality assurance, or KYC/CDD, leveraging strong communication and analytical skills to drive impactful results. Passionate about fostering a culture of continuous improvement and delivering exceptional service in dynamic environments.
Overview
13
13
years of professional experience
1
1
Certification
Work History
LDQA Senior Specialist
Centauri Services & Technology - OKX
06.2025 - Current
- Develop and maintain new-hire content and quality nuances(40 per day)
- Collaboration with stakeholders on ongoing training requirements and recommendations
- Act as G-Ops point-of-f-contact (PoC) with regard to all training/quality matters for assigned language
- Evaluates program effectiveness through assessments, surveys, and feedback.
- Ensure monthly Process Knowledge Test (PKT) are conducted and do TNI/TNA basis the PKT results
- Monitor and score chats/tickets/emails as per the QA N Nuances
- Handle all escalated communication in a professional and positive manner
Subject Matter Expert (SME)
Centauri Services & Technology - OKX
10.2024 - 06.2025
- Supported team of 100 staffs by addressing group questions and sharing knowledge effectively.
- Acted as main contact for complex and escalated customer issues.
- Collaborated with leads and managers to improve SOPs and operational tools.
- Identified workflow gaps and recommended process improvements.
- Analyzed CSAT/DSAT feedback to highlight coaching opportunities and provide weekly insights.
L2 (Senior Account Security Escalations)
Centauri Services & Technology - OKX
01.2023 - 10.2024
- Handled KYC checks and account security escalations accurately.
- Suggested improvements that helped reduce escalations.
- Shared process updates with the team to support improvement.
- Worked with Leads to improve service and team performance.
- Trainer for new L2s
L1 Senior Agent
Centauri Services & Technology - OKX
09.2022 - 12.2022
- Handled global customer queries via email, chat, and calls.
- Helped resolve issues quickly with a high first-call resolution rate.
- Supported team leads by solving tough cases and boosting team results.
- Followed up on escalations and made sure issues were resolved within 24 hours.
Academy Coach (Assistant Team Lead)
HSBC Electronic Data Processing (Malaysia)
06.2021 - 09.2021
- Team Lead for newly hired team
- Mentored 15 new hires, improving call quality scores through targeted coaching.
- Introduced self-evaluation processes, shortening onboarding time.
- Side-by-side coaching for CS with lower call scorings
- Delivered weekly QA reports, achieving KPI compliance for trainees.
CSU/SME
HSBC Electronic Data Processing (Malaysia)
04.2021 - 06.2021
- Tested new system and mobile app features, ensuring seamless functionality.
- Developed and updated process SOPs to enhance operational efficiency.
- Led weekly huddles to communicate process updates to the team.
- Analyzed detractor calls to identify root causes, improving service quality.
- Validated CMS and IVR reports, ensuring accuracy for KYC/CDD compliance.
- Resolved 25+ daily escalations as a referral point for customer service inquiries.
Customer Service Executive (Premier Banking)
HSBC Electronic Data Processing (Malaysia)
06.2018 - 03.2021
- Resolved 40+ daily inquiries for premier banking clients with high satisfaction.
- Increased product sales through effective cross-selling strategies.
- Collected feedback for continuous improvement, contributing to NPS score improvements.
Team Lead and Customer Support
CTB Solutions Sdn Bhd
05.2014 - 06.2018
- Managed an 8-member team
- Led training on new product updates
- Arranging monthly Schedule
- Handled KYC/CDD verifications, reducing fraud incidents.
- Monitor risk alerts and notify the users
- Compiled monthly reports to streamline workflows.
Request Management Analyst (Internship)
Getronics Sdn Bhd
01.2013 - 06.2013
- Resolved 50+ daily client inquiries for Shell with a high resolution rate.
- Provided troubleshooting support, enhancing request processing efficiency.
Education
Diploma - Information Technology
Kolej MASA
Puchong Prima01.2013
Skills
- Service excellence
- Mentoring team members
- Employee training and development
- Quality assessment skills
- Operational efficiency enhancement
- Customer satisfaction analysis
- KYC compliance expertise
- Proficient in Microsoft Office
- Team leadership
Accomplishments
- Crushing It Award, 2025 (OKX)
- Go Beyond Award (HSBC)
- GSC Best Premier Agent (HSBC)
Certification
- Fundamentals of Six Sigma (6σ) - Six Sigma White Belt (2025), Alison
- Anti-Money Laundering Concepts: KYC and Compliance, Udemy, 2023
LANGUAGES
English
Bahasa Melayu
Tamil
Timeline
LDQA Senior Specialist
Centauri Services & Technology - OKX
06.2025 - Current
Subject Matter Expert (SME)
Centauri Services & Technology - OKX
10.2024 - 06.2025
L2 (Senior Account Security Escalations)
Centauri Services & Technology - OKX
01.2023 - 10.2024
L1 Senior Agent
Centauri Services & Technology - OKX
09.2022 - 12.2022
Academy Coach (Assistant Team Lead)
HSBC Electronic Data Processing (Malaysia)
06.2021 - 09.2021
CSU/SME
HSBC Electronic Data Processing (Malaysia)
04.2021 - 06.2021
Customer Service Executive (Premier Banking)
HSBC Electronic Data Processing (Malaysia)
06.2018 - 03.2021
Team Lead and Customer Support
CTB Solutions Sdn Bhd
05.2014 - 06.2018
Request Management Analyst (Internship)
Getronics Sdn Bhd
01.2013 - 06.2013
Diploma - Information Technology
Kolej MASA
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