Shanmugam Ganason
TEAM LEADER
Klang
Summary
Experienced Team Leader with over 10 years in customer service, claims, and technical support. Skilled in managing teams, handling escalations, and improving service operations across fast-paced industries.
Overview
12
12
years of professional experience
4
4
years of post-secondary education
3
3
Languages
Work History
Claim Assessor/Specialist
IC Frith (Asia Pacific) Sdn Bhd
04.2024 - Current
- Handle Spark New Zealand device insurance claims from initial submission to resolution.
- Respond to customer inquiries and manage lost, stolen, or damaged device claims online.
- Conduct follow-ups with customers, retail stores, and repair centers to resolve pending issues.
- Investigate potential fraud and escalate suspicious cases to the Special Investigations Unit (SIU).
- Manage escalated and complex claims, ensuring high service standards and compliance.
- Maintain detailed claim records and reconcile monthly repair invoices.
- Select suitable replacement devices based on policy coverage and customer needs.
Team Leader
Grab Management Services Sdn Bhd
01.2018 - 08.2023
- Led a dynamic support team across Grab's Immediate Response Team and customer experience operations.
- Assisted the Manager in handling critical escalations, life-and-death emergency calls, and high-impact dispute cases.
- Trained and coached agents in voice, live chat, and email support for Grab Singapore consumers, drivers, and merchants.
- Managed daily operations, agent shift schedules, task delegation, and team briefings to maintain SLA targets.
- Acted as the main point of contact during the Manager's absence, ensuring smooth operations and team performance.
- Worked with internal and external stakeholders (e.g. Singapore Police Force, LTA, MOH, SFA) in high-risk or regulatory cases.
- Oversaw the resolution of merchant payment disputes, food safety issues, onboarding concerns, and insurance/medical claims.
- Collaborated with various departments such as tech ops, merchant ops, and payment teams to drive issue resolution.
Assistant Manager
SingTel Singapore
03.2016 - 10.2017
- Supervised a team providing technical support for Home Fiber and ADSL connections via phone and digital channels.
- Handled escalations and high-priority customer complaints, ensuring timely resolution and improved customer satisfaction.
- Mentored new hires and junior officers, facilitating knowledge transfer and on-the-job training.
- Conducted regular performance reviews and coached team members toward meeting technical resolution benchmarks.
- Worked closely with cross-functional departments to improve first-call resolution and reduce repeat incidents.
- Implemented workflow improvements that streamlined troubleshooting processes and reduced average handling time.
Technical Team Lead
Infinite Computer Solution (IBM and Lenovo)
01.2014 - 01.2016
- Led a team of technical support officers handling hardware and software issues for Lenovo users in Australia and New Zealand.
- Monitored daily team performance, provided coaching, and conducted regular quality audits to ensure service excellence.
- Managed escalated technical issues and worked closely with internal stakeholders to resolve complex cases.
- Organized and delivered training sessions to improve technical troubleshooting skills and product knowledge.
- Collaborated with clients (IBM & Lenovo) to align team performance with service level agreements (SLAs) and KPIs.
- Assisted IT technicians in managing parts replacement and repair processes for laptops, desktops, projectors, printers, and smartphones.
Education
Bachelor of Arts - Airline and Airport Management
Buckinghamshire New University
Wycombe, England 04.2013 - 01.2015
Diploma - Aviation Management
University College of Aviation Malaysia
04.2009 - 01.2012
Skills
Salesforce
Microsoft Office
Zendesk
Xcally
Phoenix Software
Zeus Software
Microsoft Excel
IBM AS400
Team supervision
Personal Information
- Date of Birth: 05/07/1991
- Gender: Male
- Nationality: Malaysian
REFERENCES
Tharshinney Jaiakumar (Manager)
IC Frith (Asia Pacific) Sdn Bhd, Kuala Lumpur
+60166694251
Avinash Singh Grab (Manager)
Grab Management Sdn Bhd, Petaling Jaya
+60127777489
Timeline
Claim Assessor/Specialist
IC Frith (Asia Pacific) Sdn Bhd
04.2024 - Current
Team Leader
Grab Management Services Sdn Bhd
01.2018 - 08.2023
Assistant Manager
SingTel Singapore
03.2016 - 10.2017
Technical Team Lead
Infinite Computer Solution (IBM and Lenovo)
01.2014 - 01.2016
Bachelor of Arts - Airline and Airport Management
Buckinghamshire New University
04.2013 - 01.2015
Diploma - Aviation Management
University College of Aviation Malaysia
04.2009 - 01.2012
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