Ramenya Magesvaran
Operation Manager
Kuala Lumpur
Summary
A dependable professional who is able to align reporting methods with strategic operational procedures; has extensive experience to carry forward strategy in the workforce and other contingent work areas within a fast paced environment; has a solid foundation in negotiations, consultations and reporting and possesses the ability to build strong business relationships necessary in corresponding with all levels within the organization. Results-driven and focused on developing and leading exceptional Call Center teams. Motivational leader with a strong record of success in the field.
Overview
11
11
years of professional experience
3
3
years of post-secondary education
1
1
Certification
3
3
Languages
Work History
Operation Manager
Concentrix Malaysia
Kuala Lumpur
05.2021 - Current
- Managing 6 countries with team size of 97 headcount including point of need team (Sales)
- Inbound call center on customer service and technical support team
- Managed and directed all aspects of service center operations and internal/external customer needs to meet established standards
- Created and mapped department workflow processes that support company and client's goals
- Created and analyzed service metrics and revised workforce management, training, or operations as needed to meet production and QA goals
- Optimized daily workflow of Supervisor, Team Leaders and Member Services team, to meet or exceed established metrics
- Developed and implemented service strategies to maximize retention levels
- Oversaw and verified performance analysis reports and quality review audits
- Received and resolved escalated problems of processing or service related nature
- Collaborate with client on weekly and quarterly meetings with detailed analysis.
- Led successful change initiatives, ensuring seamless transitions during organizational restructuring efforts
Assistant Manager
Genpact Malaysia
01.2021 - 05.2021
- Managed team of 50 for Canon Account - Technical inquiries and backend order processing
- Developed strong working relationships with staff, fostering a positive work environment
- Promoted teamwork within workplace by encouraging collaboration among staff members on various projects tasks
- Implemented staff training programs, enhancing product knowledge and improving customer service skills
- Facilitated clear communication between employees and upper management through regular meetings and updates
Program Manager
Concentrix Malaysia
07.2019 - 01.2021
- Formulate detailed analysis and supports Operation manager with data and drive team to meet customer experience leading indicators
- Responded to team support questions in timely manner to maintain call center efficiency
- Motivate employees to increase productivity and maximize service quality with hands-on leadership style
- Generated reports detailing metrics such as call times and satisfaction ratings
- Handled advanced issues with calm, knowledgeable and professional approach
- Worked with management team to implement proper division of responsibilities
- Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.
Team Manager and Sales Coach
Concentrix Malaysia
07.2018 - 07.2019
- Enhanced team productivity by implementing efficient task delegation and time management strategies
Team Manager
Convergys Malaysia Sdn Bhd
07.2016 - 07.2018
- Improved overall team morale with effective motivational techniques like reward programs, recognition events, and transparent communication practices
- Fostered strong relationships with clients through attentive account management, timely issue resolution, and proactive status updates on project milestones
Team Leader
Emerio (Malaysia) Bayan Lepas, Penang
10.2014 - 06.2016
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise
Technical Support Specialist
Emerio (Malaysia) Bayan Lepas, Penang
02.2013 - 10.2014
- Managed high-volume ticket queues while maintaining exceptional levels of customer service and satisfaction
- Troubleshot networking issues including connectivity problems, slow speeds, or complete outages effectively restoring service functionality promptly
Education
High School Diploma - Diploma in Information Technology
Olympia College Penang
George Town, Pulau Pinang 07.2010 - 01.2013
Skills
Accomplishments
- Awarded as Best Team Manager for Quarter 2 in managing excellent performance of Dell South East Asia - Singapore & Malaysia Commercial queue.
- Awarded as most improved team when the call center was transitioned from Penang to KL - Singapore & Malaysia Commercial queue.
- CCAS & CCAM - Won Gold in 2019 - Best outsourced contact center less than 100 seats
- Best Auditor for South Asia Basic team - 2019
Certification
Operational Excellence for Business Managers - ILT
Timeline
Operational Excellence for Business Managers - ILT
01-2024
Operation Manager
Concentrix Malaysia
05.2021 - Current
Assistant Manager
Genpact Malaysia
01.2021 - 05.2021
Program Manager
Concentrix Malaysia
07.2019 - 01.2021
Team Manager and Sales Coach
Concentrix Malaysia
07.2018 - 07.2019
Team Manager
Convergys Malaysia Sdn Bhd
07.2016 - 07.2018
Team Leader
Emerio (Malaysia) Bayan Lepas, Penang
10.2014 - 06.2016
Technical Support Specialist
Emerio (Malaysia) Bayan Lepas, Penang
02.2013 - 10.2014
High School Diploma - Diploma in Information Technology
Olympia College Penang
07.2010 - 01.2013
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