Sri Navin Jegatheesan
Operations Manager ( Contact Center)
Petaling Jaya,10
Summary
Result oriented Operations Manager with 15 years of customer operations experience with expertise in handling VIP's, influential clients and high value subscribers. A firm believer in relationship building/management models for lifelong customer attachment. An advocate of living the brand values to instill sense of pride in workspace. Have in-depth and vast experience in people development, employee engagement and churn management. Organized and dependable candidate successful at managing multiple priorities with a positive attitude.
Overview
19
19
years of professional experience
4
4
Languages
14
14
years of post-secondary education
Work History
Learning & Development Specialist
Maxis Broadband Sdn Bhd
Subang Jaya, Selangor
2021.10 - Current
- Producing training materials
- Monitoring and reviewing the progress of
trainees / Maxperts - Evaluating training and development for new
Maxperts - Helping line managers solve specific training
problems - Keeping up-to-date with developments in
training - Having an understanding of different learning
techniques - Looking for ways to grow and retain talent
Devising Maxpert learning plans
Fibre Partnership Management
Maxis Broadband Sdn Bhd
Kuala Lumpur, WP
03.2021 - 10.2021
- Operational ownership on Maxpert vendor contracts, including evaluation criteria, deliverables, penalty execution and manages termination of contract.
- Prepare and generate periodic vendor performance report to review vendor's deliverables against agreed performance metrics.
- Lead quarterly and annual Maxpert vendor site audit to ensure all contractual obligation and commitments remain intact against commercial contract.
- Identify and implement improvement plans or efficiency enhancement initiatives for Maxpert vendors to deliver business objectives.
- Close collaboration within Fulfillment and Technical Support team to ensure Maxpert vendors are effectively managed and contractual commitments are completely leveraged.
- Manage outward communication to vendors to facilitate understanding and awareness of organizational strategic direction, business expectation, new specification of delivery, new scope of works, performance gaps, and any contractual obligation.
- Manage the interaction between vendors and internal program delivery leaders to provide adequate visibility of interdependent initiatives and programs
- Lead in sourcing discussion for revision of any contractual agreements with the vendors to ensure alignment, transparency and best rate offering.
- Accountable for customer experience deliverables: TP-NPS and Maxpert QA score and optimal operating budget.
- Responsible for regional business growth in fibre customers and postpaid revenue.
Operations Manager & Head of Priority Services
Maxis Broadband Sdn Bhd
Subang Jaya, Selangor
10.2014 - 03.2021
- Operations Manage - Contact Centre, Achievements to manage the CCC – GSM Postpaid/MOS & Dealer Queue, in order to ensure consistency and high level approach to customer service across all teams.
- To ensure customer satisfaction at all times by ensuring high quality rendered.
- To forecast, plan and manage service centre resources.
- To drive forward performance and continuous improvement through coaching and mentoring among the teams as well as people engagement activities to retain performing staff which will contribute cost reduction, efficiency & quality gained.
- To render support to the Business Partners – Credit Services, Marketing, CS Support and Product etc, as well as to feedback on issues encountered by customers.
- To identify, plan and implement process improvement initiative for the team.
- To ensure sufficient staffing at all times through aggressive recruitment exercise, working alongside HR and 3rd party recruitment agencies.
- To create, capture and sustain the value with customer and dealer to gain abetter market share and deliver organization goals.
- Carrying out needs assessments, performance reviews and cost/benefit analyses.
- Setting and meeting performance targets for speed, efficiency, sales and quality.
- Driving Self-Serve in Contact Center.
- Handling the most complex customer complaints or enquiries.
- Organizing staffing, including shift patterns and the number of staff required to meet demand.
- Coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes.
- Roaming - Renegotiated process for barred roaming customers, to allow them to receive SMS when line barred - 2018.
- Call Reduction – PTP and basic calls were moved to IVR and Web Self Serve options which reduced overall CCC volume by 25% in 2017.
- Call Reduction – Silent & Invalid IVR call reduction contributed to 15% of CCC call volume reduction till Oct 2015.
- Call Reduction –Implemented changes on credit's team operating hours from8am – 7am to absorb credit calls related to suspension & barring and free up contact center agents to pick up service related calls instead.
- Maximizing Self Serve Channels and reducing operation hours from 24/7 to 16 hours operations. Introduced selected inbound call handling after 12am
- Collaborated with process owners to refine procedures, devise best practices and correct quality audit findings.
- Reviewed shift reports to understand current numbers and trends.
- Promoted positive customer experience through day-to-day supervision and management
- Interviewed and hired strong candidates for team openings, using newspapers, job boards and social media to find applicants.
- Delivered business strategy and developed systems and procedures to improve operational quality and team efficiency
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
Head of Priority Services
Maxis Broadband Sdn Bhd
01.2011 - 10.2014
- Achievements: To manage the Priority Services Unit, in order to ensure consistency, high level approach to customer service across all teams.
- Delivering consistently within a target driven environment.
- To manage the floor - and ensure smooth operations, as well as managing Service Levels and Abandonment Rate.
- To ensure Customer Satisfaction at all times - by ensuring quality of service rendered.
- Forecasting, planning and managing service center resources – adapting to fluctuations in staffing levels.
- Effective management of people, creating a flexible workforce that is focused on delivering to service level agreements.
- Ensure sufficient staffing at all times through aggressive recruitment exercise, working alongside HR and recruitment agency.
- Driving forward performance and continuous improvement through coaching and mentoring.
- Monitor, coaching and leading the teams, to ensure productive time spent and quality rendered in their tasks.
- To render support to the Business Partners - Loyalty Marketing, Customer &Business Assurance, Credit Operations, Customer Service Support and Learning & Development Unit etc, as well as to feedback on issues encountered by customers.
- Identify, plan and implement Process Improvement initiatives for the team.
- Planning and implementing R&R initiatives for the team.
- Committee member of employee engagement initiatives - >80% Employee Satisfaction Scores.
- Introduction of Relationship Management and Portfolio Management for high value subscribers.
- Redefining high value subscribers based on loyalty/tenure and spending/usage.
- Re-scope and enhance job function of all positions in Priority Service(positions that are in constant contact with high value subscribers).
- Negotiate process company wide for high value subscribers.
- Empowerment and decision making of current team/ Priority Service in Maxis equivalent to HOD's limit of authority.
- In the Maxis team that won consecutive Gold Awards for Best In-house Contact Centre (above 100 seats) -CCAM Awards 2010 and 2011.
- In the committee that won consecutive Gold Awards for Best Corporate Social Responsibility Programs -CCAM Awards 2010 and 2011.
- Exceeded goals through effective task prioritization and great work ethic
Senior Executive Contact Center Operations
Maxis Broadband Sdn Bhd
01.2009 - 11.2011
- Responsible for the development of Elite Team, ensuring they have the necessary skills, knowledge and tools to perform their job.
- Energy Management Languages English Bahasa Malaysia Tamil Mandarin To render support to the Business Partners - Loyalty Marketing, Customer &Business Assurance, Credit Operations, Customer Service Support and Learning & Development Unit etc, as well as to feedback on issues encountered by customers.
- Provide regular performance feedback to Specialist.
- Conduct coaching and training, organize calibration sessions with Team Leaders and QA team to ensure consistency practice on quality measurement.
- Develop training materials for front liners.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Improved operations through consistent hard work and dedication.
Executive Contact Center Supervisor
Maxis Broadband Sdn Bhd
Kuala Lumpur, WP
03.2007 - 06.2009
- Directed, guided, coached and mentored team of agents and surpassed individual and corporate goals.
- Managed daily activities that impacted targeted service levels and tracked adherence to schedules and average handle times.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Developed and executed contact strategies and improved end-to-end processes and client satisfaction ratings.
- Demonstrated professional and polished demeanor with positive, upbeat and friendly personality and supported calling work during times of peak contact volume.
- Supervised and tracked phone and email activity using various contact center applications and software tools.
- Supervised work of contracted employees to keep on task for timely completion.
- Developed and implemented performance improvement strategies and plans to promote continuous improvement.
- Resolved problems, improved operations and provided exceptional service.
- Conducted research, gathered information from multiple sources and presented results.
- Maintained energy and enthusiasm in fast-paced environment.
Technical Specialist - Help Desk
Maxis Broadband Sdn Bhd
Kuala Lumpur, WP
06.2004 - 06.2007
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Maintained excellent attendance record, consistently arriving to work on time.
- Offered friendly and efficient service to all customers, handled challenging situations with ease.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Served customers in a friendly, efficient manner following outlined steps of service.
- Identified issues, analyzed information and provided solutions to problems.
Education
Diploma In Computer Technology
Segi College 01.2002 - 01.2003
Diploma in Network Technology
SEGI College 01.2001 - 01.2002
COPC Certified - undefined
01.2012 - 01.2001
Operations Management
International Customer Management Institute (ICMI)
Wales England 10.2010 - Current
Skills
Coaching staff management
Timeline
Learning & Development Specialist
Maxis Broadband Sdn Bhd
2021.10 - Current
Fibre Partnership Management
Maxis Broadband Sdn Bhd
03.2021 - 10.2021
Operations Manager & Head of Priority Services
Maxis Broadband Sdn Bhd
10.2014 - 03.2021
COPC Certified - undefined
01.2012 - 01.2001
Head of Priority Services
Maxis Broadband Sdn Bhd
01.2011 - 10.2014
Operations Management
International Customer Management Institute (ICMI)
10.2010 - Current
Senior Executive Contact Center Operations
Maxis Broadband Sdn Bhd
01.2009 - 11.2011
Executive Contact Center Supervisor
Maxis Broadband Sdn Bhd
03.2007 - 06.2009
Technical Specialist - Help Desk
Maxis Broadband Sdn Bhd
06.2004 - 06.2007
Diploma In Computer Technology
01.2002 - 01.2003
Diploma in Network Technology
01.2001 - 01.2002
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