Shalini Sandrasegeran
IT Customer Support
Kuala Lumpur,14
Summary
Team Leader experienced in directing activities of workgroups. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker, and consensus builder.
Overview
12
12
years of professional experience
4
4
Languages
Work History
Team Leader
Centauri Services Sdn.Bhd
01.2024 - Current
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Managed 100 tickets assigned to TL desk per day
- 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 team, monitoring progress towards goals and providing constructive feedback as needed.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- 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.
- 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.
- Mentored and guided employees to foster proper completion of assigned duties.
- 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.
Shift Leader
TATA Consultancy Services
03.2018 - 02.2020
- Trained new employees and delegated daily tasks and responsibilities.
- Prepared shift summary reports for supervisor and communicated regularly on goals and progress.
- Collaborated with other shift leaders to maintain consistent standards across all shifts, promoting a cohesive workplace culture.
- Scheduled staff shifts to secure adequate coverage and productive workflows.
- Partners with management to assess training needs within the team; serves as a resource, mentor, and coach. Identifies and shares best practices.
- Performs phone quality reviews; monitors inbound and/or outbound calls to analyse and evaluate customer service skills against established phone quality metrics, including but not limited to, call process measurements.
IT Support Specialist
ATOS Services Sdn.Bhd
03.2015 - 02.2018
- Maintained documentation of IT systems, processes, and procedures for easy reference by the team members.
- Reduced downtime with effective troubleshooting and timely problem resolution.
- Established strong working relationships with colleagues, fostering a collaborative environment that enhanced IT support delivery and efficiency.
- Participated in after-hours on-call rotations providing continuous coverage for urgent technical matters affecting the organization.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Provided remote support for off-site employees, resolving issues quickly without sacrificing job performance.
- Enhanced IT system stability by implementing proactive maintenance routines and monitoring tools.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Streamlined helpdesk processes for quicker issue resolution and increased customer satisfaction.
- Supported critical business applications'' uptime by effectively identifying root causes of incidents and coordinating efficient resolutions.
- Determined hardware and network system issues using proactive troubleshooting techniques.
- Improved response times by creating a knowledge base of common issues and resolutions accessible to all support staff.
- Collaborated with cross-functional teams to ensure seamless IT support during major company initiatives.
- Answered questions and provided information to customers about new software or hardware.
- Ensured data security through rigorous backup procedures, maintaining an up-to-date disaster recovery plan.
- Used ticketing systems to manage and process support actions and requests.
IT Support Specialist
Hewlett Packard Enterprise
11.2012 - 02.2015
- Assisted in development of system security protocols.
- Perform a range of technical work activities either remotely or at customer site to meet business and customer requirements.
- Coordinate small teams delivering basic work packages in line with company process to meet business and customer requirements.
- Escalate issues in line with company processes to ensure customer demands are met.
- Provide customer service to internal and external customers to ensure consistent experience
Education
MBA - Business Management
University of Business& International Studies
Geneva, Switzerland 04.2001 -
Skills
Team Supervision
Coaching
People Management
Documentation And Reporting
Daily workflow improvement
Issue Resolution
Performance Evaluations
SOP Adherence
Call Center Operations
Network Troubleshooting
Hardware troubleshooting
Remote Support
Application support
Help Desk Support
Customer Service
Additional Information
Certificates
- Accolade Award (Bronze 2015- dedication to work)
- Microsoft Certificate Iverson (2016-Windows 7)
Timeline
Team Leader
Centauri Services Sdn.Bhd
01.2024 - Current
Shift Leader
TATA Consultancy Services
03.2018 - 02.2020
IT Support Specialist
ATOS Services Sdn.Bhd
03.2015 - 02.2018
IT Support Specialist
Hewlett Packard Enterprise
11.2012 - 02.2015
MBA - Business Management
University of Business& International Studies
04.2001 -
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