SULOCHANA KATAWARNAM

• Responsible for overseeing implementation process for onboarding new clients or new tools used by existing clients, which is managed by IT Systems team. Additionally, tasked with introducing new SOPs to enhance service delivery quality and operational efficiency.
• Designed and implemented end-to-end process for efficiently managing CSAT complaints, which included process, documentation and tracking forms.
• Developed and deployed new QA monitoring SOP for comprehensive evaluation of email and call interactions, complete with tailored QA scorecards.
• Facilitated training for team members and management on newly established QA procedures and scoring metrics.
• Contributed to IT System team's efforts in preparing PCI DSS (Payment Card Industry Data Security Standard) compliance documentation to ensure secure payment transactions.
• Established dedicated space for Invoicing Team, aimed at streamlining credit card payment processing.

• Responsible to monitor and assess inbound call interactions and ticket documentation for total of 28 Contact Center Agents (CCA) across seven diverse accounts.
• Audit is required to be performed based on category of CCA. These categories include Gold (2 calls per CCA), Silver (3 calls per CCA), and Bronze (5 calls per CCA), respectively.
• Audit results delivered weekly basis
• Feedback sessions are conducted within 48 hours if Fatal Errors are identified; otherwise, monthly feedback sessions are held as part of regular business operations (BAU).
• Participated in internal calibration sessions with clients and Operations Team to ensure uniform call and ticket scoring procedures.
• Designed and implemented targeted soft skills training for new recruits and current agents, fostering skilled and customer-centric workforce

• Responsible for monitoring both live and recorded inbound calls and evaluating ticket documentation within agreed timelines for two different accounts.
• Conduct feedback within 48 hours for CCA who contributed to Fatal Errors, and hold one-to-one feedback sessions on monthly basis.
• Organized and participated in call calibration sessions with Operations Management, trainers, and CCAs to maintain quality of calls, ticket documentation, or to brainstorm new processes.
• Compile, analyze, and present Quality Analysis Reports consisting of CCA performance, major points of failure, and action plans to Operations Team, Quality Manager, Team Leads, and Coaches on monthly basis.
• Based on monthly Quality Analysis data, will present actionable insights to Operations Team for ad-hoc projects aimed at improving call handling and ticket documentation quality
• Organize and conduct briefings on Quality Assurance Parameters for new hires.
• Participate and evaluate in pre- and post-User Acceptance Testing (UAT) for newly recruited agents, ensuring they implement all guidance provided during training in call handling and ticket generation.
• Additional responsibilities:
• Collaborate with Recruitment Department to conduct interviews and language assessments, enhancing hiring process for Contact Center Agents.
• Show commitment to team cohesion by actively participating in variety of Team Engagement Activities.
• Completed all mandatory organizational training requirements, ensuring up-to-date knowledge and compliance.

• Responsible for managing Non-Voice Support Team (webchat) to assist customers by guiding them and troubleshooting to diagnose issues raised by clients as needed.
• As ad-hoc task, handled inbound calls during periods of high call volume and cleared email backlogs as required by Non-Voice Operation Team (Email).
• Boosted customer retention rates by establishing strong rapport and effectively addressing concerns in a timely manner
• Delivered exceptional customer service with clear communication, empathy, and active listening skills during resolution of complex technical challenges
• Additional responsibilities:
• Appointed as Knowledge-Centered Support (KCS) Coach to assist colleagues in creating KCS articles and share updates on KCS activities
• Also, perform weekly and monthly KCS evaluations.
• Active participant in corporate clubs, including Ericsson Account (EA) Club and Recognition, Recreational, and Communication (RRC) club. Organized events such as,
• 1) HP Go Green: No Polystyrene Campaign
• 2) GSD Games
• 3) Cultural Day year 2014,2015 & 2016
• 4) Ice-cream Day year 2014
• 5) Halloween Day year 2014

• Responsible for conducting comprehensive investigations into customer complaints escalated to senior management, social media, and regulatory bodies, including Malaysian Communications and Multimedia Commission (MCMC). Executed following actions to complete thorough investigation :
• Prepared case chronologies with evidence, including ticket documentation, email communication, and/or voice recordings.
• Identified root cause of customer dissatisfaction based on case chronologies.
• Suggested strategic action plans to address customer issues.

Additional responsibilities:

• Prepare and present monthly analysis report to Outsourced Vendor (VADS) and TM Higher Management, summarizing case volumes, implemented action plans, and their effectiveness.
• Monthly analysis report validated complaints attributed to errors made by contact center personnel.
• Collaborated with Outsourced Clients to improve service delivery processes, with goal of minimizing Service Delivery (SD) complaints within Command & Control Center framework.
• Accomplishment:
• In 2011, total number of complaints received decreased by approximately 21% compared to previous year, 2010. Specifically, there were 412 complaints in 2011, whereas in 2010, there were 512 complaints.
• Managed to decrease number of complaints by approximately 23% in subsequent month after identifying root cause of complaint in May 2010. Root cause was agents incorrectly escalating reports to different departments. Immediately alert the team via K-base and provided coaching to agents involved in this issue.

• Responsible for conducting comprehensive audits of inbound calls and emails for outsourced projects located at two different locations: Kelana Park View (KPV) and Taman Tun Dr. Ismail (TTDI). Requirements been achieved to complete this task include:
• Preparation of weekly report based on audit findings, including precise penalty charges. This report will be delivered to Assistant Manager, ensuring punctual weekly reporting.
• Conducting calibration sessions once a month with TM Assistant Manager and Outsourced Quality Assurance Team to develop plans for enhancing quality of call and email handling.

Additional responsibilities:

• Facilitated training on Quality Monitoring Elements for new Customer Care Assistants (CCAs) to ensure high service standards.
• Led training on iCare (Complaint Management) system, enabling CCAs to accurately record customer complaint details.

Accomplishment:

• Achieved 100% on-time report submission, meeting all Key Performance Indicators (KPIs).
• Earned promotion to Assistant Manager for exceptional performance.

• Responsible for managing inbound and outbound customer interactions, ensuring efficient and accurate resolution of issues. Successfully meets management requirement by performing below task:
• Participated in all mandatory product, procedure, and personal development training to enhance customer service capabilities and implement learned information.
• Ensured accurate solutions were delivered to customers.
• Promoted new products as ad-hoc task to enhance customer awareness and engagement.
• Conducted customer satisfaction surveys and embraced feedback to drive continuous improvement in service delivery.
• Compiled and presented daily performance metrics to Team Leader, showcasing productivity and service levels.

Accomplishment:

• Ensured consistent achievement to maintain Key Performance Index (KPI) targets within 90%-100% range, demonstrating commitment to service excellence.
• Recognized for contributing to 'Best Team of the Month' awards through exceptional teamwork.
• Promoted to position of Quality Monitoring Assistant for 'Product Team and Billing Investigation' support team.