SIVARAM RENGGAN
Cheras,10
Summary
A dedicated and results-driven professional, adept at leading teams and enhancing operations. Possesses refined skills in Workforce Management and Real-Time Analysis, with a thorough grasp of manning, scheduling, leave management, and real-time monitoring. With a strong commitment to operational efficiency and leadership, eager to apply expertise in Team Leadership, Supervision, or Operations Management roles to drive success and deliver value to clients and stakeholders.
Overview
12
12
years of professional experience
7
7
years of post-secondary education
3
3
Languages
Work History
TEAM LEADER
Transcosmos Malaysia Sdn Bhd
2021.05 - Current
- Handles and responds to Manager Call Back
- Conducted performance reviews and provided feedback to managers on employee performance.
- Any other duties and responsibilities that may be assign by the management from time to time
- Prepare daily/weekly/monthly reports and distribute to stakeholders and Operations Manager
- Analyze past volume and staffing patterns, using historical and forecasted data, to ensure that SLAs are met.
- Partnered with departmental managers to ascertain hiring needs and subsequently provide candidate recommendations based on business needs.
- Generated and analyzed reports to monitor employee engagement and attrition trends.
CUSTOMER SERVICE EXECUTIVE
Transcosmos Malaysia Sdn Bhd
2020.05 - 2021.04
- Manage high volume of incoming emails and backlogs - An average of 70 emails/day
- Described product and service details to customers to provide information on benefits and advantages.
- Resolved customer billing errors by researching issues in system, asking open-ended questions, and determining root causes of problems.
- Updated account information to maintain customer records.
- Answered constant flow of customer calls, chat and email with minimal wait times.
- Communicate within employees and internal department [Level 2 & Level 3] regarding escalations, inquiries, high end cases via Comms.
CUSTOMER SERVICE REPRESENTATIVE
Scicom (MSC) Bhd
2012.05 - 2015.08
- Answer customer calls and/or respond to emails in a timely and professional manner
- Provide the customers with all the required information in relation to the client's products and services
- Timely follow up with customers requiring further assistance and escalations
- Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
Education
Computer And Information Systems Security
Management And Science University
2012.12 - 2015.06
SIJIL PELAJARAN MALAYSIA - Science Education
Sekolah Menengah Kebangsaan Pandan Mewah
2007.01 - 2011.01
Skills
Documentation and Reporting
People Management
Capacity Planning
Staffing Requirements
Data Analysis
Managing Schedules
References
Jeevian, Supervisor, Transcosmos Malaysia Sdn Bhd, +60149314611
Timeline
TEAM LEADER
Transcosmos Malaysia Sdn Bhd
2021.05 - Current
CUSTOMER SERVICE EXECUTIVE
Transcosmos Malaysia Sdn Bhd
2020.05 - 2021.04
Computer And Information Systems Security
Management And Science University
2012.12 - 2015.06
CUSTOMER SERVICE REPRESENTATIVE
Scicom (MSC) Bhd
2012.05 - 2015.08
SIJIL PELAJARAN MALAYSIA - Science Education
Sekolah Menengah Kebangsaan Pandan Mewah
2007.01 - 2011.01