Sharmini Soosai

• Streamlined processes to maximize data management performance.
• Deployed tailored strategies to enhance team dynamics and coordination.
• Monitored and reported target achievements to Process Country (UK)
• Reported weekly site progress updates to Process Country.
• Spearheaded efforts to boost departmental productivity and elevate employee engagement.
• Led continuous improvement workshops enhancing UK process efficiency.
• Created and oversaw the UK IMP Exceptional Products report using Power BI.
• Provided site head with regular updates on process effectiveness each month.
• Performed ad hoc reporting and analysis to improve overall performance of data management team.
• Facilitated recruitment interviews, aiding strategic employment.
• Recognized as Employee Opinion Survey Champion for process excellence in 2022.
• Conducted employee performance evaluations, providing constructive feedback for growth and development.
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• Spearheaded contact center operations, supporting the
leadership team in managing service delivery and performance.
• Drove key operational KPls, including service level, abandon
rate, average handling time, and customer satisfaction rates for
Chat and Email teams.
• Orchestrated ad hoc projects and initiatives, enhancing
employee engagement and recognition through activities and the
Wall of Fame.
• Managed and led a dynamic team of up to 20 professionals,
fostering a culture of excellence and collaboration.
• Served as a subject matter expert, providing critical insights
and guidance to optimize processes and outcomes.
• Engaged in active monitoring, coaching, and supporting team
members to ensure alignment with departmental KPls and goals.
• Handled second-level customer escalations, ensuring complex
issues were resolved efficiently and to the satisfaction of all
parties.
• Conducted talent acquisition interviews, contributing to the
strategic hiring process to build a high-performing team.

• Spearheaded the Mobile Postpaid and Webchat department for Singtel (Singapore Telecom), driving team performance and operational excellence.
• Developed and delivered comprehensive reports to keep
  management informed of team progress and milestones.
• Managed daily operations, ensuring seamless workflow and customer service delivery.
• Addressed and resolved high-level escalation calls, maintaining customer satisfaction and service quality
• Monitored staff performance using KPIs, adherence metrics,
  SMS Polls, and other evaluation tools to ensure peak productivity
• Oversaw the recruitment process, conducting interviews to select top tier talent for new hire positions
• Cultivated strong relationships with key partners to facilitate collaborative problem-solving efforts aimed at boosting efficiency across the entire value chain.

• Spearheaded the New Hires Accelerated Trainees (NHAT)
program, focusing on training and grooming fresh talent.
• Oversaw staff performance metrics, including KPI, adherence,
SMS polls, and S+ evaluations.
• Led regular product knowledge and SOP refreshers to ensure
team proficiency.
• Managed daily operational requirements for the NHAT
program, ensuring seamless functionality.
• Expertly handled escalations, maintaining high standards of
customer service and support.
• Fostered staff engagement through motivational initiatives,
boosting team morale.
• Implemented strategies to enhance staff productivity, driving
performance and operational efficiency.

• Managed Inbound calls for general and billing Inquiries from
Singaporean clientele at Sudong Sdn Bhd (SingTel), ensuring high-
quality customer service.
• Achieved sales targets for postpaid line add-ons, contributing
to company revenue growth.
• Provided mentorship to new hires, enhancing their ability to
address customer inquiries effectively.
• Offered cross-functional support for various hotlines outside of
regular business hours, demonstrating flexibility and commitment
to customer satisfaction.

• Enhanced customer satisfaction by resolving inquiries effectively and efficiently.

• Managed high-volume inbound calls, delivering exceptional
service for Maxis prepaid products.
• Resolved customer issues promptly, providing first-contact
resolution and expert technical support.
• Efficiently escalated complex network-related issues to
second-level support teams for swift resolution.

• Boosted sales revenue by skillfully promoting diverse service options.