RAGUWARAN DEVARAJU
BANKER
KUALA LUMPUR,MALAYSIA
Summary
Accomplished Customer Service Supervisor skilled at building atmosphere of collaboration and performance excellence to provide every customer with exceptional experiences and promote brand loyalty. Effectively oversee and align processes with dynamic conditions while increasing efficiency and maximizing profits. Motivational leader skilled at building relationships with customers, employees and senior management. Professional service and sales-focused manager with 6 years of management experience in diverse fields. Proven history of building relationships with satisfied customers. Equally skilled as management leader and meticulous number cruncher focused on overall operational performance.
Specialized in Anti-money laundering (AML) analysts work with banks and financial institutions where to identify fake documents related to financial transactions. Raise doubts on suspicious accounts and check for illegal and fraudulent practices in pushing off black money as white.
Overview
2
2
years of post-secondary education
10
10
years of professional experience
Work History
Anti-Money Laundering - Senior Assistant Manager
MYS CTSM KL
KUALA LUMPUR, WILAYAH PERSEKUTUAN
05.2017 - Current
- Provided weekly work schedules to employees to accommodate business demands and vacation requests.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Supervised and evaluated staff of 150 including other assistant managers, enabling them to improve skills, achieve daily objectives and attain advancement.
- Developed and managed employee schedules, balancing individual requests and requirements with business needs.
- Conducted weekly staff meetings to motivate staff members, address concerns and questions, plan improvements, and evaluate progress toward goals.
- Verified inventory counts remained within monthly tolerance levels and compiled financial data in compliance with budget.
- Reduced company expenditures and met budget targets by closely monitoring, tracking and controlling expenses.
- Promoted professional growth and facilitated talent development of each associate to drive performance excellence.
- Reviewing Maker work and Escalating SAR’s report to country FIU.
- Multiple work task to support operational (Productivity report, System access establish for New hires and ect2).
- Provides Training and support for New Hires.
- A member of VOE Champion to ensure fun working environment and managing activities in department.
- Have implement 2 Bright IDEA for process improvement in AML (OneNote/ESOK Project).
- Highly proficient AML investigator with demonstrated experience in AML monitoring.
- Excellent work ethic (respectful, honest, considerate, self-motivated, can work independently without supervision, works well under pressure, readily adapts to changing work priorities, accountable).
- Excellent communication skills – as evidence by ability to concisely and meaningfully explain and document investigation.
- Develops strong and productive work relationships with others: analysts, peers, management, Quality Assurance, Production Support, Project Management, etc.
Customer Service Supervisor
Citigroup Transaction Service Malaysia Johor Bahru (Supporting Singapore Markets)
JOHOR BAHRU, JOHOR
06.2011 - 05.2017
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Exceeded team goals and collaborated with staff members to implement customer service initiatives.
- Evaluated interactions between associates and customers to assess personnel performance and customer satisfaction.
- Researched and corrected regular, advanced and long-standing customer concerns to promote company loyalty.
- Conferred with sales teams and team leaders to communicate targets, boost revenue and improve promotional strategies.
- Compiled and analyzed customer feedback data to develop new strategies and corrective action.
- Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse.
- Helped employees with day-to-day work and complex problems by applying motivational and analytical strategies.
- Supported branding strategy by ensuring product displays aligned with corporate standards.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Maintained accurate, current and compliant financial records by monitoring and addressing variances.
- Executed on-time and under-budget project management on complex issues while updating customers on technician availability.
- Managed department call volume of 12000 calls per day and coordinated department schedules to maximize coverage during peak hours.
- Increased efficiency and team productivity by promoting operational best practices.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Assessed personnel performance and implemented incentives and team-building events to boost morale.
- Prepared daily service and sales reports to assist business leaders with key decision making and strategic operational planning.
- Resolved disputes and escalation issues to build rapport and relationships with clients.
- Codified office structures and processes to promote teamwork and performance.
- Supervised 20 staffs of customer service and sales agents in providing excellent customer service to callers requiring assistance for service, sales and escalation issues.
- Actively supported customer service agents and sales by quickly responding to questions via phone and email and finding appropriate solutions to customer service agents over the issues.
- Coordinated individual duties after careful evaluation of each direct reports agents skill level and knowledge.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Kept abreast of new company products and services to effectively answer questions and resolve complaints.
- Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction.
- Initiated investigations into complex or sensitive complaints, identifying solutions swiftly and to customer satisfaction.
- Monitored customer service operations to assess agent performance and provide feedback.
- Interpreted management directives to define and document administrative staff processes.
- Devised innovative strategies to improve customer satisfaction scores and meet company goals.
- Supervised day-to-day customer service operations to provide staff with guidance and drive productivity.
- Promoted to supervisor position to recruit, train, and supervise 20+ customer service representatives. Must create an environment in which representative’s agents enjoy high levels of service and employees are motivated to deliver top performance. Manage front-end operations to ensure friendly and efficient transactions at checkout. Be available to affect the entirety of the team's operations. Take calls that your agents can't handle and be available when an agent appears to need assistance. Keep agents aware of inbound calls, calls waiting, abandonment rate, etc. Motivate and encourage agents through positive communications and feedback. Managing 300+ officers daily to ensure calls are taken and meet the Service Level requirements. Delegating tasks to Officers and Supervisors. Maintain the department procedures and look for ways to improve efficiency whenever possible. Increase knowledge of and remain flexible to change in use of technology. Always Maintain effective lines of communication with senior managements and staff.
- “Won” Highest number credit card was offer to client and was awarded as a best sales officer on 2011/2012.
- Received more than 5 Customer compliments and 2 Times awarded as FCR (First Call Resolution).
- Received award from Global Contact Center Head as the best customer service agent.
- Promoted as a SME Duty Manager in Fulfillment Team level in 2012.
- Managing Escalations from Staff/Clients from social media, CEO escalations, regulatory escalations and ect.
- (Project) – Bright IDEA - Been awarded as the best Team in Asia Pacific Regional 2012/2013 as the best in Singapore to reduce customer complaint and Citibank Online service as well.
- Awarded as a Gold certificate for new Idea in Citibank Singapore Limited (2012/2013).
- Received Citibank Model Award from JB CTSM HEAD D’Cunha Rohan and Citibank CCO Mr. Lung Lee.
- Promoted to be Customer Service Supervisor in June 2015.
- Best team for highest sales and best in service (June till December 2015).
- Received best Supervisor Award on Q3 2015 from CEO Han Kwee Juan and Senior Managements.
- Best Supervisor on VOE (Voice of Employee) score 100% on 2015.
- Best Supervisor on VOE (Voice of Employee) score 93% on 2016.
- Been awarded as 9 Years in Citibank awarded as No MC Challenge. (Took only 2 MC in 2012 till present).
Education
DIPLOMA - Diploma in Business Studies/Administration/Managem
04.2009 - 04.2011
GPA: 3.19 / 4.0
Skills
Excellent communicationundefined
Additional Information
- REFERENCES IN AML: Alan Seow - VICE PRESIDENT IN AML CTSM KL (+60126275452)
- REFERENCES IN CUSTOMER SERVICE: Mike – Customer Service Manager (+60167778124) & Mithun Phrabhakaran - Head of Contact Center JB CTSM (+6593914097)
- EXPECTED SALARY: RM8000 above (Negotiable)
Timeline
Anti-Money Laundering - Senior Assistant Manager - MYS CTSM KL
05.2017 - Current
Customer Service Supervisor - Citigroup Transaction Service Malaysia Johor Bahru (Supporting Singapore Markets)
06.2011 - 05.2017
KENNINGTON UNIVERSITY - DIPLOMA, Diploma in Business Studies/Administration/Managem
04.2009 - 04.2011
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