Sasikumar Somasundram
Payroll Customer Support Team Lead
Kuala Lumpur
Summary
Drawing on diverse expertise across operations, quality assurance, and project management, I am poised to excel in service delivery and operation related positions. With a track record of handling escalations, leading teams, and implementing process improvements, I aim to optimize service delivery and drive project success. My focus on client satisfaction and productivity enhancement positions me as an asset to the organization.
Overview
16
16
years of professional experience
3
3
Languages
Work History
PAYROLL CUSTOMER SUPPORT TEAM LEAD
Unit4
12.2024 - Current
- Collaborate with internal stake holders such as Cloud, R&D and People Experience.
- Schedule call with major customer to discuss ongoing issues, migration and additional request
- Take ownership of customer escalations, ensuring timely resolution and conducting root cause analysis where necessary.
- Plan and manage resolution of outstanding customer support cases, focusing on resolution rate and aged case management.
- Plan and review team resource availability to meet forecast demand, adjusting for shrinkage as needed including hiring.
- Drive customer support overall improvements and foster enthusiasm for change as part of the leadership team.
- Manage continuous improvement and development, with measurable success indicators.
- Ensure achievement of SLA and KPI targets through effective goal-setting and communication.
- Adhere to company information security, business procedures, policies, and compliance standards.
- Provide strong leadership and guidance to the team including inspiring and develop consultants skills
- Analyzed performance metrics to identify areas for improvement and develop action plans accordingly.
- Managed a team of customer support representatives, ensuring consistent quality in service delivery.
TEAM LEAD (CONTENT MODERATION)
Bytedance Malaysia
02.2022 - 07.2024
- Collaborate with APAC stakeholders to ensure team efficiency and quality targets, managing scheduling, leave, and overtime.
- Assess team performance weekly against SLA, AHT, and quality metrics, devising action plans from root cause analyses.
- Monitor quality performance, conduct RCA reports, and facilitate support and training for improvement.
- Coordinate meetings including WBR, quality sessions, team meetings, coaching, and project meetings.
- Oversee scheduling, leave, and overtime tracking to ensure team efficiency and quality targets are met.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
TEAM LEAD (CONTENT MODERATION)
Accenture Malaysia
08.2020 - 01.2022
- Ensure smooth daily operations, including sufficient staffing and handling escalations during shifts.
- Conduct real-time monitoring of AHT and efficiency metrics, requesting training for skill enhancement.
- Manage scheduling and attendance tracking, ensuring leave requests are validated and forecasted for upcoming weeks.
- Lead weekly reviews to validate metrics, identify improvement areas, and communicate preventive measures to the team.
- Oversee quality assurance processes, including error review, coaching, and identification of policy impacts on performance.
SENIOR TEAM LEAD
NEC Singapore
01.2019 - 08.2020
- Company Overview: (Based in Iskandar Johor Bahru)
- Oversaw successful account transition to NEC Johor Bahru, ensuring adherence to SLAs.
- Managed high-severity incidents and provided comprehensive reporting on call volumes and trends.
- Conducted regular client meetings to discuss updates and presented detailed monthly reports on service desk performance.
- Conducted training to improve service delivery and helped develop ticket procedures and knowledge base.
- Coordinated closely with support teams to ensure efficient incident resolution and escalation processes.
SUBJECT MATTER EXPERT / TEAM LEAD
IBM MALAYSIA - ASEAN Regional Contact Centre (RCC)
01.2014 - 12.2018
- Generate monthly reports to identify improvement, opportunities and track ticket metrics.
- Conduct regular meetings to address challenges and discuss process enhancements.
- Develop and deliver training programs for executives, emphasizing knowledge transfer and scenario-based learning.
- Manage incident coordination and maintain the knowledge database for efficient operations.
- Ensure effective communication and collaboration within the team to meet service desk objectives.
IT SPECIALIST - NHG IT Services
IBM MALAYSIA - ASEAN Regional Contact Centre (RCC)
07.2013 - 05.2014
- Provided level 2 email support and collaborated with various support teams for high severity cases.
- Analyzed open cases to ensure compliance with SLA timelines and updated knowledge database.
- Proficient in ITSM ticketing tool and resolved cases at the first level whenever possible.
- Conducted Active Directory password resets and managed Office365 admin portal for mail services.
- Led team operations during night and weekend shifts, performing hardware and software troubleshooting.
- | Cyberjaya
Executive - Technical Support
Scicom (MSC) Bhd. Sd. Bhd
12.2009 - 04.2006
- Provided second-level support via phone and email, collaborating with Desktop, Application, and Service teams.
- Conducted troubleshooting for MS Office, including reinstallation, reconfiguration, and mailbox issues.
- Troubleshot Java-based applications with third-level support as needed, focusing on script editing for compatibility.
- Managed Active Directory accounts, including password resets, account unlocks, and permission setups.
- Updated knowledge database with newly identified issues and supported over 50 application-based inquiries.
Education
MBA - Business Administration
University of East London
Kuala Lumpur, Malaysia 04.2001 -
Diploma in Aircraft Maintenance -
Tafe College
Seremban, Negeri Sembilan, Malaysia 04.2001 -
Skills
Customer service
Willing To Travel
Yes
Possess Own Transport
Yes
Accomplishments
- Successfully led transition projects for 62HC and a new client, ensuring smooth training and go-live within 3 months.
- Acted as APAC Point of Contact for the Global Integrity project.
- Managed transitions from Singapore to Malaysia sites, achieving successful outcomes.
REFERENCE
Mr. Bryan (Cluster Lead)
+6016 6092999
Bryan.Chong@bytedance.com
Timeline
PAYROLL CUSTOMER SUPPORT TEAM LEAD
Unit4
12.2024 - Current
TEAM LEAD (CONTENT MODERATION)
Bytedance Malaysia
02.2022 - 07.2024
TEAM LEAD (CONTENT MODERATION)
Accenture Malaysia
08.2020 - 01.2022
SENIOR TEAM LEAD
NEC Singapore
01.2019 - 08.2020
SUBJECT MATTER EXPERT / TEAM LEAD
IBM MALAYSIA - ASEAN Regional Contact Centre (RCC)
01.2014 - 12.2018
IT SPECIALIST - NHG IT Services
IBM MALAYSIA - ASEAN Regional Contact Centre (RCC)
07.2013 - 05.2014
Executive - Technical Support
Scicom (MSC) Bhd. Sd. Bhd
12.2009 - 04.2006
MBA - Business Administration
University of East London
04.2001 -
Diploma in Aircraft Maintenance -
Tafe College
04.2001 -
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