NIRMAL PANNER SELVAN
Manager Operations
Batu Caves,Selangor
Summary
SERVICE DELIVERY MANAGEMENT | ATTRITION MANAGEMENT | CUSTOMER SERVICE EXCELLENCE
Over 17 years’ extensive experience in driving wide spectrum call center operations management towards
achieving service levels and customer satisfaction targets. Well versed in the areas of resource planning, incident
and problem management, quality monitoring, new account onboarding as well as attrition management coupled
with an eye in reducing costs and enhancing productivity. Known as a versatile and dedicated professional with
sound leadership and people management qualities.
Overview
19
19
years of professional experience
Work History
Key Account
Scicom MSC Bhd
01.2005 - Current
- Shopee – Current
- Key Highlights
- Successfully grew and retained the total number of headcounts from 17 to over 500
- Formed Hiring team collaborate with HR for Shopee to cater MCO high volume trend, reaching 1000 HC
- Efficiently managed WFH during MCO with 1000 HC including Inventory
- Rolled out effective action plans to not limiting upskilling of low-performing agents to elevate the customer satisfaction score from 90% to 95%
- Established Elite Team, managing escalation calls effectively
- Handling Payroll and keeping OPEX as budgeted, sustaining revenue
- Familiar with Salesforce and Genesys system for CRM and Call handling.
Operations Manager
200
01.2011 - Current
- Drive full spectrum service delivery operations for the Shopee, Lenovo and Altel Communications accounts towards delivering top notch customer experience in line with set SLAs
- Oversee capacity planning, resource allocation and optimization, incident and problem management, escalation management, productivity monitoring, quality assurance, staff hiring and development, knowledge sharing, coaching and appraisal
- Develop and strengthen relationship with customers including stakeholder management while ensuring swift response to client queries and needs
- Champion an array of initiatives to continuously improve processes and customer experience
- Implement effective action plans in exceeding Quality Indicators, Customer Experience Surveys, SMS Poll and Escalated Complaints
- Lead the setup of teams for short term projects including agents hiring as well as implementation of email and chat support channels
- Forge strong collaboration with the Operations, HR and IT teams as well as key stakeholders
- Review and validate the monthly payroll timesheet while ensuring accurate and timely processing of staffs’ salary
- Conceive and implement action plans to improve Staff Satisfaction Index in minimizing attrition
- Instill and promote the learning organization concept in seeing opportunity in every failure, problem and complaint
- Contributed immensely to the SingTel rebranding exercise to rejuvenate customer experience
- Conduct monthly KPI presentations and skip level with employees.
- Supervised operations staff and kept employees compliant with company policies and procedures.
Team Leader
01.2007 - 01.2011
- Managed the day-to-day call center operations in providing excellent services to SingTel customers in line with set SLAs
- Carried out resource planning, tasks allocation, quality monitoring as well as coaching and performance improvement.
Customer Service Officer
01.2006 - 01.2007
- Carried out troubleshooting and resolution an array of issues in achieving set SLAs
- Performed incident and problem management activities while assisting in improving processes.
Technical Customer Service Officer
01.2005 - 01.2006
- Handled and resolved all inbound technical issues in line with set turnaround times
- Developed rapport with calls while ensuring excellent customer experience.
Lenovo – Account Manager
200
06.2020 - 05.2024
- Key Highlights
- Established procurement request process which effectively managed during high demand
- Successfully working with Client and HR in closing on demand vacancies
- Established regular meets to address different requirement for different regions clients
- Altel Telecommunications
- Key Highlights
- Successfully implemented Chat collaboration with Project Team, familiarizing in LiveChat application
- Introduced Cross selling on Altel’s Value Added Services
- Formed Nesting Team and established nesting process for new hires tackling New hires attrition
- Introduced Happy Call to derived NPS for Altel Client and address repeated callers for unresolved cases
- Singtel Telecommunications
- Key Highlights
- Established SWAT team in addressing to repeated callers
- Reduced from 30% to < 10%
- Played an immense role in leading the team to successfully achieve the set SLA leading to an additional 7% incentives for four consecutive years for the SingTel project
- Recommended cross skilling to reduce transfer rate
- Singtel implemented cross skilling for General
- Customer service in handling billing and basic technical troubleshooting
- Introduced Great Call process – Agents to ask if customer is Happy before ending the call
- Written complain significantly reduced and CSAT improved
- Introduced OT boost during Client high requirement for overtime
- Key Projects
- Onboarding Life Cycle – Led the Onboarding Lifecycle project in developing independent new hires withinweeks
- The Wire Internal circulation Magazine – Championed the completion of the 4th
- Edition Internal
- Magazine and the first Digital Magazine
- (https://www.yumpu.com/en/document/view/57660698/the-wire)
- Project Events – Leading and successfully organizing project events ( 100 to 500 pax)
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction.
Education
Bachelors of Business Administration -
2005
Skills
- Service Delivery Management
- Quality Monitoring
- Customer Service Excellence
- Resource Planning
- Attrition Management
- Productivity Improvement
- Process Enhancement
- New Account Onboarding
- Team Management
- Training & Development
- Coaching & Mentoring
- Cost Reduction Initiatives
- CAREER HIGHLIGHTS
- Instrumental in managing operations and controlling costs to maintain profitability above 30%
- Played immense role in leading the team to successfully achieve the set SLA leading to an additional 7%
- Incentives for four consecutive years for the SingTel project
- Successfully grew and retained the total number of headcounts from 30 to over 200 for Shopee project
- Rolled out effective action plans including offering incentive to high performers and upskilling of low-performance
- Performing agents to elevate the customer satisfaction score from 93% to 95%
- Established buddy system in enhancing the skills of new hires to successfully reduce average handling time
- From 480 secs to 420 secs
Timeline
Lenovo – Account Manager - 200
06.2020 - 05.2024
Operations Manager - 200
01.2011 - Current
Team Leader -
01.2007 - 01.2011
Customer Service Officer -
01.2006 - 01.2007
Key Account - Scicom MSC Bhd
01.2005 - Current
Technical Customer Service Officer -
01.2005 - 01.2006
Informatics College KL - Bachelors of Business Administration,
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