Sagunthan Nair Sredaran
Team Leader
Subang Jaya,10
Summary
Accomplished leader with a proven track record at Speedoc Malaysia & ESRI Malaysia, enhancing team productivity and client service through effective coaching and mentoring. Leveraged analytical thinking and problem-solving skills to exceed performance goals by 40%. Expert in fostering teamwork and collaboration, ensuring quality improvement and client satisfaction. Creates strategic alliances with organization leaders to effectively align with and support key business initiatives. Builds and retains high performance teams by hiring, developing and motivating skilled professionals. Committed to cost-effective management of resources and quality performance, communication skill and cross-cultural team management skills. High energy, results-oriented leader with an entrepreneurial attitude
Overview
11
11
years of professional experience
Work History
Team Leader
TDCX (M) SDN BHD
Kuala Lumpur , Kuala Lumpur
06.2023 - Current
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Responsible for the day to day management of the contact centre to ensure that KPIs & SLAs are met.
- Develop, review and distribute daily, weekly and monthly performance and service reports and make recommendations to the Project Manager to maintain the agreed service levels to customers.
- Establish work procedures and processes that support the company and departmental standards, procedures and strategic directives.
- Ensure that the feedbacks provided to the team members on their performance are accurate, complete and timely. Provide coaching and guidance to ensure team members meet their KPIs and adhere to the organization’s guidelines and policies.
- Collaborate with Customer Experience and Training team to identify the issues , drive the metrics and able to balance and prioritize the above based on seasonality and the needs of customers, team and client.
- Enhance the performance of team members by creating team connection, team briefings, and monthly coaching sessions.
- Any other duties and responsibilities that may be assigned to you by the management from time to time, within your category of employment in the organization and for the effective implementation, maintenance and continual improvement of the Quality Management System.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
Team Leader
SPEEDOC MALAYSIA SDN BHD
Damansara , Selangor
10.2020 - 06.2023
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Held weekly team meetings to inform team members on company news and updates.
- Built strong relationships with customers through positive attitude and attentive response.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
Technical Lead
ESRI MALAYSIA
Petaling Jaya , Selangor
01.2017 - 10.2020
- Mentored junior developers through regular 1-on-1 meetings, providing guidance on best practices, coding standards, and career growth opportunities.
- Coordinated with cross-department teams like QA, DevOps, and Support to ensure seamless end-to-end software delivery process.
- Collaborated with product managers, designers, and business stakeholders to define project requirements, ensuring alignment with organizational goals.
- Implemented continuous integration and deployment strategies for faster release cycles and improved application reliability.
- Hiring and training technical personnel.
- Delegating work and assignments to team members.
- Collaborating with their team to identify and fix technical problems.
- Analyzing users' needs and then finding applications to serve them.
- Creating end goals for their team.
- Checking that software and applications are updated.
- Supervising system modifications.
- Conducting security audits to identify areas of improvement.
- Guiding the team through technical issues and challenges.
Technical Support Representative
ESRI Malaysia
Petaling Jaya , Selangor
01.2014 - 12.2016
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Provide high-quality technical support & services to end-users through effective communication tools provided (Call, Chat & Email).
- Resolved technical issues related to enterprise servers & environments using ESRI tools and other related technology.
- Work well in a high energy, fast paced, enthusiastic, positive & collaborative culture.
- Maintain comprehensive case documentation in the CRM (Salesforce) system.
- Identify issues & log defects for software improvement.
- Work in other technical areas (Implementation, Desktop Usage & Training newbie).
Education
BBA - International Business Management
University Malaysia Perlis (UniMAP)
Kuala Perlis, Perlis, Malaysia 04.2001 -
High School Diploma -
SMK Seri Pagi
Seremban, Negeri Sembilan, Malaysia 04.2001 -
Skills
Team Supervision
Teamwork and Collaboration
Work Planning
Team motivation
Problem-Solving
People Management
Performance Improvement
Coaching and Mentoring
SMART goals
Languages
Tamil, Malay, English, Malayalam
Native language
English
Advanced
C1
Malay
Proficient
C2
Tamil
Proficient
C2
Malayalam
Upper intermediate
B2
Timeline
Team Leader
TDCX (M) SDN BHD
06.2023 - Current
Team Leader
SPEEDOC MALAYSIA SDN BHD
10.2020 - 06.2023
Technical Lead
ESRI MALAYSIA
01.2017 - 10.2020
Technical Support Representative
ESRI Malaysia
01.2014 - 12.2016
BBA - International Business Management
University Malaysia Perlis (UniMAP)
04.2001 -
High School Diploma -
SMK Seri Pagi
04.2001 -
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