Ragini Ramakrishnan
Damansara
Summary
Seasoned professional with career focus on business analysis and project management and customer experience. Capable of driving business growth by implementing strategic planning and process optimisation strategies. With knack for data analysis and problem-solving, consistently provide high-quality insights that lead to significant business improvements and operational efficiency.
Driven professional with knack for analytical thinking and strong communication and data interpretation skills. Demonstrated ability to synthesise complex information and present actionable insights. Ready to contribute to organisational success in Business Analyst, Project Manager, Agency Training or Customer Experience Manager role.
Overview
12
12
years of professional experience
8
8
years of post-secondary education
1
1
Certification
Work history
Business Analyst and Assistant Project Manager
Prudential Assurance Malaysia Berhad
Kuala Lumpur
2022.06 - 2026.03
- Assisted in enhancement of claim system to support customer satisfaction.
- Streamlined business operations by analysing and implementing process improvements.
- Ensured software met user requirements by conducting comprehensive UAT testing.
- Facilitated resolution of disputes promptly through open communication and high-quality service delivery.
- Supported effective budget management for optimal financial performance by investing in necessary resources.
- Facilitated workshops for stakeholder alignment.
- Led cross-functional teams towards successful project completion on schedule and within budget constraints.
- Delivered comprehensive training sessions, improving team skills.
- Piloted new projects with a focus on incorporating latest AI trends into existing systems.
Manager, Business Analyst Risk & Compliance
OCBC Malaysia
Kuala Lumpur
2021.05 - 2022.05
- Conducted essential risk awareness training to empower risk and prevention leaders with the knowledge necessary for effective prevention strategies.
- Championed regional risk award championship in December 2021.
- Led event proceedings as emcee and spokesperson for risk-award, coordinating with stakeholders and delivering key messages to participants.
- Achieved nomination for GEMs Award as Best Risk and Prevention Specialist, demonstrating expertise in risk mitigation strategies.
- Coordinated detailed processes for KYC, CDD, AML, sanctions, PEP, data privacy, and cybersecurity, utilising industry-standard frameworks and tools to safeguard sensitive information.
- Performed systematic risk assessments and audits utilising compliance frameworks to identify and address potential issues.
- Facilitated improvement of product quality by implementing rigorous UAT testing procedures.
Assistant Manager, Universal Banker
OCBC Bank
Kuala Lumpur, Malaysia
2019.07 - 2021.04
- Handled customer complaints effectively, restoring trust in our brand.
- Maintained high standards of store cleanliness, enhancing shopping experience for customers.
- Managed daily operations to ensure smooth running of the shop floor.
- Handled stock control duties diligently preventing overstocking or shortages.
- Developed a standard operating procedure manual detailing the processes involved in handling a complaint from receipt to resolution.
- Held regular training sessions for staff members on effective communication techniques, raising overall team competence level.
- Conducted internal audits to ensure compliance with regulatory bodies' directives, avoiding legal complications.
Digital and Correspondence Executive
Prudential Assurance Malaysia Berhad
Kuala Lumpur
2015.09 - 2019.03
- Recognised with top productivity award for consistently delivering high-quality results and maintaining strong work ethic throughout 1st and 2nd quarters of 2017.
- Directed customer engagement strategies to enhance user experience and foster brand loyalty.
- Established customer service knowledge portal to streamline access to information and empower staff in addressing customer inquiries.
- Directed project initiatives for Salesforce Service Cloud and Dynamics CRM to optimise service delivery and client engagement.
- Address customer complaints to enhance service quality and ensure customer satisfaction within designated time frames.
- Conducted regular process evaluations to enhance service delivery by identifying and addressing gaps.
Client Management Executive
MedKlinn Internation Sdn Bhd
Shah Alam
2013.11 - 2015.08
- Spearheaded customer loyalty programme aimed at fostering long-term customer relationships.
- Introduced new product lines to increase company visibility in the market.
- Address customer inquiries via email, phone, and in-person visits to ensure comprehensive support and satisfaction.
- Resolve customer inquiries efficiently to foster positive customer experiences and build lasting relationships.
- Coordinated daily service centre activities, utilising inventory management systems and customer service protocols to streamline processes.
Education
Masters In Business Administration -
International University Malaya-Wales
Malaysia 2021.07 - 2023.01
Bachelor's degree - psychology
Open University Malaysia
Kuala Lumpur 2012.09 - 2016.05
Diploma - Medical Lab Science
Nilai University
Nilai 2009.07 - 2012.03
Skills
- Power BI tools
- Excel charts and pivot tables
- Jira proficient
- SQL queries
- MS Project
- Figma
- Agile scrum
- Customer service experience
- Project management experience
Certification
- CMI Level 7 Diploma in Strategic Management and Leadership Practice at Chartered Management Institute 05/2023
- FLMI Level 1 at LOMA 01/2024
- Business Analysis & Process Management at Coursera 09/2023
References
References available upon request
Timeline
Business Analyst and Assistant Project Manager
Prudential Assurance Malaysia Berhad
2022.06 - 2026.03
Masters In Business Administration -
International University Malaya-Wales
2021.07 - 2023.01
Manager, Business Analyst Risk & Compliance
OCBC Malaysia
2021.05 - 2022.05
Assistant Manager, Universal Banker
OCBC Bank
2019.07 - 2021.04
Digital and Correspondence Executive
Prudential Assurance Malaysia Berhad
2015.09 - 2019.03
Client Management Executive
MedKlinn Internation Sdn Bhd
2013.11 - 2015.08
Bachelor's degree - psychology
Open University Malaysia
2012.09 - 2016.05
Diploma - Medical Lab Science
Nilai University
2009.07 - 2012.03