Shanthini Paramasiven
Team Leader - Senior Executive
Puchong,14
Summary
Experienced and results-driven leader with over 8 years of experience in managing customer service teams, ensuring exceptional service delivery, and driving a high-performance-oriented team. Adept at coaching, conflict resolution, and implementing effective strategies to enhance customer experience. Proficient in CRM systems, MS Office, and Contact Center management tools.
Overview
12
12
years of professional experience
17
17
Certifications
Work History
Team Leader (Senior Executive)
U Mobile
Kuala Lumpur
9 2016 - Current
- Lead a team consisting of 15 – 20 customer service executives.
- Performing real-time floor management by managing agents with long handling times to achieve Service Level objective.
- Preparing Service Level closing report & Post-mortem Report if did not meet Service Level.
- Ensure sufficient TL headcount and organize daily TL task segregation by interval to ensure smooth operation.
- Organize brainstorming session with Team Leads to resolve issues and develop ideas.
- Meeting with managers to discuss on possible improvements of the customer service support.
- Involve in Weekly Meeting with Managers, Operation Managers & Support Team to discuss on possible improvements of the customer service support.
- Participate in monthly call calibration with Quality Assurance Team to ensure TLs & QAs are sync and on the same page in the term of Quality of the calls.
- Address any outages or service downtimes and incompetent processes promptly.
- Carry out ad-hoc tasks and projects assigned by management.
- Preparing Briefing Deck & conducting daily team briefings, sharing updates on new product launches, case studies with Contact Centre staff before the start of each shift and gather feedback from CSEs.
- Identify training needs for contact centre staff and work closely with Training team to arrange for trainings when necessary.
- Facilitated in-house training to improve customer service skills and customer satisfaction for my team members.
- Attending 1st level supervisor escalation calls and manage irate or difficult customers.
- Provide coaching to team members, highlighting their strength and areas for improvement to maximize their potential and equip agents with relevant skills towards providing top notch customer service.
- Present monthly team performance report to operation managers, highlighting achievements, outliers, challenges, and opportunities for improvement.
- Performing call quality evaluations / call monitoring and providing periodic feedback to individual CSEs on their call quality (including DSAT calls).
- Ensure contact center agents adhere to company policies & procedures.
- Conducting interviews for new recruits.
Customer Service Executive
Customer Connect Malaysia Sdn Bhd
Selangor
03.2014 - 08.2016
- Attending inbound calls and provide information about products and services as required by the callers
- Multitasked in calls by speaking to customers and recording concerns in systems
- Follow up with customers and their complaints; ensuring that customers’ requests are attended to accordingly
- Encouraged customers to try new products offered by UMobile
- Addressed customers’ inquiries and ensured customers were directed to the correct department to resolve issues if needed
- Maintained goals by meeting customer satisfaction (CSAT) and AHT.
- Been a Mentor for the new hire to guide and support them on the product knowledge & system navigations.
Customer Service Officer
SingTel (Scicom)
Kuala Lumpur, Malaysia
03.2013 - 12.2013
- Answer Inbound call for Mobile General Enquiries & Mio Helpdesk - ADSL Helpdesk
- Multitasked in calls by speaking to customers and recording concerns in operating systems
- Assisted customers with minimal supervision.
Sales Associate
Acepack Venture Sdn Bhd
Klang, Selangor, Malaysia
06.2012 - 02.2013
- Conduct outbound sales calls to prospective clients, presenting the benefits of forex trading and educating them about the company’s trading platform.
- Convince potential customers to open accounts, make deposits, and begin trading by explaining market trends, strategies, and potential profits.
- Assist clients with the account setup and onboarding process, providing them with training and support to ensure smooth trading.
- Maintain strong relationships with existing clients, offering market updates and guidance to enhance their trading experience.
Education
Diploma In Medical Lab Technology
MSU College (PTPL Shah Alam)
Shah Alam, Selangor, Malaysia 04.2001 -
Skills
Team Leadership – Ability to guide and motivate a team to meet targets
Performance Tracking – Skilled in monitoring team performance and improving results
Problem Solving – Experience in handling customer complaints and resolving team issues
Training – Capable of coaching and training team members on customer service and processes
Communication – Strong communication skills to create a positive team environment and ensure smooth operations
Certification
Contact Centre Leadership Development Training
Personal Information
- Father's Name: Paramasiven
- Date of Birth: 02/25/1990
- Gender: Female
- Nationality: Malaysian
- Marital Status: Married
Awards
- Best Team Leader Award for Achieving Best Team KPIs.
- Best Team Leader Award for lowest DSAT –TL Category.
- Best Team for Quarterly QA Score.
- Best Team for Highest CSAT Score.
- Groomed successors from my team for advanced roles, such as Team Leader, Complaint Management Team Member, Trainer, and Quality Assurance Team Member.
References
Mr. Vimalraj, Assistant Manager, U Mobile, Berjaya Times Square, +60182008848
Timeline
Customer Service Executive
Customer Connect Malaysia Sdn Bhd
03.2014 - 08.2016
Customer Service Officer
SingTel (Scicom)
03.2013 - 12.2013
Sales Associate
Acepack Venture Sdn Bhd
06.2012 - 02.2013
Diploma In Medical Lab Technology
MSU College (PTPL Shah Alam)
04.2001 -
Team Leader (Senior Executive)
U Mobile
9 2016 - Current