SHALINI A/P SANDRASEGERAN
Kajang,Malaysia
Summary
Accomplished professional with extensive expertise in advanced CRM tools, IT service management, and process optimisation. Demonstrates proficiency in blockchain fundamentals, cryptocurrency asset review, and KYC/AMI compliance. Skilled in Linux/Windows troubleshooting, network and hardware diagnostics, and multichannel support. Adept at stakeholder collaboration, escalation management, and complaint resolution. Committed to quality assurance through SOP development, workflow optimisation, team training, and performance evaluations. Career goals include leveraging technical skills to drive innovation in compliance systems and enhance cross-functional collaboration.
Overview
13
13
years of professional experience
1
1
year of post-secondary education
1
1
Certification
Work history
Analyst, Settlement & Clearing
Royal Bank of Canada
Putrajaya, Malaysia
08.2025 - 12.2025
- Completed all daily processing and settlement task in timely and accurate manner.
- Ensured trade allocations/ allotments are completed at market EOD. This includes any block trades and CTM trade allocation.
- Ensured Corporate Actions Events including Dividends are monitored and managed working with traders and Equity support team in Hong Kong.
- Acted as primary coverage point for client creation( SUMMIT), client profile management including commission profiles working with Business, QTS and Data Management teams accordingly.
- Ensured all reports are reviews on timely basis and discrepancies and followed up are monitored closely.
Senior Customer Service Agent
Centauri Services Sdn. Bhd(OKX-CRYPTOCURRENCY)
Kuala Lumpur
01.2024 - 07.2025
- Manage global customer inquiries across email, VIP chat, voice, and social media, ensuring timely resolution and exceptional service.
- Conduct KYC checks to verify user identities and customer as part of the security team's compliance process.
- Review and monitor blockchain-based asset deposits to ensure legitimacy and traceability.
- Approve asset transaction amounts after thorough analysis of risk indicators and wallet activity.
- Partner with cross-functional teams, including product and marketing, to resolve complaints and address feedback on products, platforms, and services.
- Maintain in depth knowledge of company offerings to deliver accurate and informed support.
- Managing user's asset and funds within an account involves a variety of context.
- Escalate unresolved or complex issues to Level 2 support or supervisors, adhering to operational protocols.
- Ensure all user activity aligns with AML and regulatory guidelines.
- Build strong relationships with internal teams and external stakeholders to enhance service quality and process efficiency.
Team Leader
TATA Consultancy Services
Kuala Lumpur
02.2018 - 03.2020
- Trained and onboarded new employees, delegating tasks to maximize productivity and ensure smooth integration while assessing training needs and implementing best practices to improve performance.
- Prepared shift reports and updated supervisors on team goals, aligning performance with organizational objectives.
- Collaborated with shift leaders to standardize practices, driving consistency and fostering a cohesive workplace culture.
- Managed staff schedules to ensure optimal coverage and enhance workflow efficiency.
- Conducted call quality reviews, analyzing performance against metrics and delivering feedback for continuous improvement.
IT Support Specialist
ATOS Services Sdn. Bhd
Cyberjaya
03.2015 - 02.2018
- Provided Tier I II support to internal and remote users, resolving issues promptly and ensuring minimal downtime.
- Streamlined helpdesk processes, created a knowledge base, and enhanced customer satisfaction through efficient issue resolution.
- Implemented proactive maintenance routines and troubleshooting techniques, improving IT system stability and uptime.
- Collaborated with cross-functional teams and maintained documentation, ensuring smooth support operations and data security.
IT Support Specialist
Hewlett Packard Enterprise
Cyberjaya
11.2012 - 02.2015
- Assisted in developing system security protocols to enhance company wide security measures.
- Delivered a range of technical services remotely and on site, ensuring alignment with business and customer requirements.
- Coordinates small teams to execute work packages, ensuring adherence to company processes and timely delivery.
- Provided exceptional customer service to both internal and external clients, maintaining a consistent experience and escalating issues as needed.
Education
Master of Business Management -
University of Business & International Studies
Geneva, Switzerland 08.2018 - 09.2019
Skills
- SUMMIT
- ION
- SOPHIS
- KYC/AMI Compliance
- Blockchain Fundamentals
- Internal Compliance system
- Cryptocurrency Asset Review
- Linux/Windows Troubleshooting
- Network and Hardware Diagnostics
- Advanced CRM Tools
- Zendesk
- OPBOSS
- IT ServiceNow
- IT Service Management
- Process Optimization
- Transaction Monitoring
- Multichannel Support
- Stakeholder Collaboration
- Escalation Management
- Complaint Resolution
- Quality Assurance
- SOP Development
- Workflow Optimization
- Team Training
- Development
- Performance Evaluations
- Feedback Implementation
- Cross functional Collaboration
- Conflict Resolution
Certification
- Microsoft Certified Windows 7, 2016
- Accolade Award, Bronze, 2015 - Dedication to Work
Accomplishments
- ATOS Services, Awarded 'Best Employee' (2015) for outstanding IT support contributions.
- Promoted to VIP Support at OKX
Custom Section
Fluent, Fluent, Intermediate, Basic
Personal Information
- Title: Customer Service & Technical Support Specialist
- Marital status: Married
Languages
English
Native
Malay
Fluent
Tamil
Fluent
Affiliations
- Photography
- Travelling
Timeline
Analyst, Settlement & Clearing
Royal Bank of Canada
08.2025 - 12.2025
Senior Customer Service Agent
Centauri Services Sdn. Bhd(OKX-CRYPTOCURRENCY)
01.2024 - 07.2025
Master of Business Management -
University of Business & International Studies
08.2018 - 09.2019
Team Leader
TATA Consultancy Services
02.2018 - 03.2020
IT Support Specialist
ATOS Services Sdn. Bhd
03.2015 - 02.2018
IT Support Specialist
Hewlett Packard Enterprise
11.2012 - 02.2015