Rita R Jararatnam
Head Of Contact Centre
Kuala Lumpur
Summary
I am a leader with a proven track record across telco, banking and other industries, adept in strategic and analytical thinking, driven extensive optimization and cost savings initiatives, expertise in right sizing contact centre with efficient channel strategy and automation initiatives. Excelled in enhancing customer experience, driving high customer satisfaction survey results by focusing on working on the bottom 2 feedback and VOC. Achieving optimal operational efficiency with focused team development and high synergy performance and achieving significant improvements in service delivery. Skilled in quality assurance and governance, adept at leading teams to exceed targets through innovative problem-solving and decision making.
Overview
13
13
years of professional experience
4
4
Certifications
2
2
Languages
Work History
Head of Grab Support, Singapore
Grab
04.2020 - 06.2024
- Led the way in developing customer excellence programs and processes intended to help the organization understand, analyse customer sentiments and provide feedback for product and process improvement and positive experience at all touch points
- Developed and implemented creative solutions to complex problems. Implemented KFPF (Keep Fixed Problems Fixed) processes which was then replicated across the other centres
- Analysed and implemented most efficient and effective channel strategy for the centre which served as guidance for other centres, this optimised resources and down CPC for the centre effectively
- Led the way for automation with SG centre having the highest rate of automation Analyse customer feedback through VOCs and identify opportunities for improvements
- Gather intelligence related to the wants and needs of current and targeted customers, design and integrate systems and processes to support goals.
- Learned and adapted quickly to new technology and software applications and helped team with change management
- Strengthened communication skills through regular interactions with country teams, business and product owners
- Cultivated interpersonal skills by building positive relationships with others.
- Exercised leadership capabilities by successfully motivating and inspiring others.
- Identified issues, analyzed information and provided solutions to problems.
- Proven ability to learn quickly and adapt to new situations.
- Worked effectively in fast-paced environments.
- Excellent communication skills, both verbal and written.
- Organized and detail-oriented with a strong work ethic.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Led day-to-day operations, working efficiently and productively with all team members and BPO partners
- Developed strong organizational and communication skills through coursework and volunteer activities.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Passionate about learning and committed to continual improvement.
Head of Workforce Mgmt, Training & Quality (Regional)
Grab
01.2017 - 04.2020
- Responsible for the overall management of WFM inclusive of budgeting for all centres include hiring plans, training and maintaining resourcing at optimal levels at all times with just in time hiring plan
- Analyse historical call trends by source, handle time, and root cause to identify operational opportunities and pro-actively communicate this information to leadership whilst implementing appropriate action plans.
- Develop training framework for new hires, establish quality standards for customer interaction and service delivery.
- Prepared comprehensive reports summarizing data analysis findings, informing key decision-makers of important trends and patterns.
- Participated in professional development opportunities to enhance skill set, contributing to overall intern growth and potential future employment prospects.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Demonstrated leadership skills in managing projects from concept to completion.
Regional Head, Workforce Management
DBS Bank
02.2011 - 01.2017
- Drove innovation within the region by encouraging creative problem-solving approaches among team members.
- Led cross-functional teams to achieve regional goals and improve overall business performance.
- Managed budgets responsibly while investing in long-term growth opportunities that yielded positive returns.
- Strategic cost management – responsible for workforce hiring, retention, and training.
- Responsible for managing the budget for staff resourcing and capacity planning.
- Streamlined operations for increased efficiency through process improvements and staff training.
- Leveraged technology for improved operational efficiency, streamlining processes across multiple departments.
Education
Bachelor of Science - Computer Science
University Putra Malaysia
Serdang, SelangorSkills
- Interpersonal Communication
- Quality Assurance
- Organization
- Task Prioritization
- Leadership and Management
Certification
2010-05 PMBoK/PM – ProcessWorks (2010)
Interests
Cooking, Gardening
Expertise
- BCP
- WFM
- TQA
- CONTACT CTR OPS
Timeline
Head of Grab Support, Singapore
Grab
04.2020 - 06.2024
Head of Workforce Mgmt, Training & Quality (Regional)
Grab
01.2017 - 04.2020
Regional Head, Workforce Management
DBS Bank
02.2011 - 01.2017
Bachelor of Science - Computer Science
University Putra Malaysia