Sanjay Gnanaeswaran
Data Management Operations Supervisor
Selangor,Puchong
Summary
An accomplished People Manager in Telco and Logistics. Strong skill sets in Team Management and Engagement, Customer Experience, Corporate Sales, Sales and Services and Coaching.
Overview
9
9
years of professional experience
Work History
Supervisor - Data Management
DHL Express (Malaysia) Sdn Bhd
1 2021 - Current
- Team Manager for 24 number of staff, responsible for end to end customer experience operations i.e
- Workforce management, staff performance in work performance for dutiable material and KPI management to agreed SLA
- Prepare and submit monthly report on staff performance with close monitoring of their KPIs and analyze any gaps in staff performance, finding root cause and solutions
- Ensure all data are updated accurately monthly for performance dashboards
- Conduct regular meeting with clients to resolve any issues and mitigate upcoming risk
- Organize appropriate shifts, overtime requirements, and resolution levels to meet business requirements
- Monitor Operational performance including performance dialogue sessions and complete all required reports in regards to team performance
- Led & managed recruitment campaigns when mass recruitment was required for project ramp-ups
- Responsible for countries inbound cleansing and classification of dutiable material, ensuring that customs declaration requirements are met with required productivity and quality levels
- Brainstorm new and creative solutions that address employee concerns
- Own their KPI performance, incentive dialogue sessions, engagement and development planning
- Employee Engagement champion with focus on increasing pulse survey results and internal communications.
Telesales Manager
Tunetalk Sdn Bhd
01.2020 - 01.2021
- Team Manager that responsible for overall telesales activities of new acquisition and retention, from various channels ie
- Inbound, outbound, and live chats
- Regular auditing of the teamwork to identify improvement opportunities
- Preparing sales figures, analysis, and action plans for HOD meetings
- Coaching on performance management
- Managing performance metrics for team members
- Working closely with Inbound, Chat, and Email TL’S to ensure Sales related cases to be escalated and also to be present active on weekends to manage cases and inquiries
- Focusing on employee engagement
- (Daily, Quarterly reward programs for agents based on achievements.) Preparing KPI assessments and appraisals for increment and promotion
- Worked closely with Product and BI team on introducing new salvage plans based on a case study
- Market Study between competitors on best salvage plans and ideas to reduce churn
- Improvised sales script and new solutions for agents to service our customers better
- Ad‐hoc Projects (Sim Upgrade and Jendela) – Ensuring our 3G sim users upgrade to our latest 4G and also up selling plans.
Team Lead, Gadget Genius
Maxis Broadband Sdn bhd
01.2019 - 01.2020
- Team lead, responsible for overall sales planning of accessories and ensure sales targets are achieved
- Brainstorm for pitch of wide selections of accessories to bundle with Maxis Core products i.e
- Postpaid and Fibre
- Managed 10 team members, coached and mentored for team members that unable to achieve their sales target
- PIC for any new training and cascade to the team members for any new SOPs or products
- Ad-hoc
- Lead the telesales project during MCO.
Retail Associate
Maxis Broadband Sdn bhd
01.2019 - 01.2020
- Selected among 45 to be part of the new Maxis Concept Store in line with the new biz direction of Convergence Solutions
- Execute Sales for new postpaid and home fibre from online and offline channel
- Execute sales attack on the ground to gain more acquisition
- Executed outreach attack outdoor to bring in more sales.
Retail Consultant
Maxis TTDI
01.2018 - 01.2019
- Attended walk-in customers, cross-sell and upsell any Maxis product
- Attended complaints, enquiries, and ensure the cases are solved according to SLA.
Sales Coordinator
Singtel
01.2016 - 01.2018
- Driving the hotlines to achieve the targets for the value-added services
- Responsible for supporting the Solution Plus Program in the hotlines
- Ensuring the integrity in the Solution Plus Program
- To drive and support the Manager in charge and maintenance of the existing program
- Act as a Point of contact for the Solution Plus Team on updates/incentives/reporting matters
- Generate ideas, conduct in-depth analysis, and act
- Coordinating the sales team by managing schedules, filing important documents, and communicating relevant information.
Membership Sales Consultant
Fitness First, Puchong
10.2015 - 10.2016
- Sign up new join members (Performance package and NJM commission)
- Making phone calls and set up appointments
- Understand the prospect and get their need analysis
- Get leads from members
- Maintaining a good relationship with members
- Able to do sales presentations & tours of the club
- Able to create interest in the club as well as selling in-person & over the telephone pleasant personality, service-oriented, a team player, organized and meticulous.
Skills
Strategic Planning
undefinedAccomplishments
- Multiple CSR PROJECTS
- DHL Engagement Team (Lead)
- Event Photographer
- Project (Mulitiline Validation Project)
- Employee of the Quarter 4 (2023)
- Supervisor of the Quarter (2022)
- Training Facilitator for Certified International Specialist
References
Referral is available upon request.
Timeline
Telesales Manager
Tunetalk Sdn Bhd
01.2020 - 01.2021
Team Lead, Gadget Genius
Maxis Broadband Sdn bhd
01.2019 - 01.2020
Retail Associate
Maxis Broadband Sdn bhd
01.2019 - 01.2020
Retail Consultant
Maxis TTDI
01.2018 - 01.2019
Sales Coordinator
Singtel
01.2016 - 01.2018
Membership Sales Consultant
Fitness First, Puchong
10.2015 - 10.2016
Supervisor - Data Management
DHL Express (Malaysia) Sdn Bhd
1 2021 - Current
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