Sureeyn Prasad

• Managing three separate departments: Key Account (VIP Customers), Customer Service, and Thailand Team.
• Weekly reporting of stats based on Goals, Needs, Challenges, and Concerns.
• Presenting quarterly stats to the Head of Operations and Directors.
• Providing suggestions to enhance team performance and the company's development.
• Providing information to other departments to assist high-value customers.
• Directly responsible for the day-to-day management and performance of the business.
• Strategies on building profits for the company with action plan and follow-ups.
• Establishing promotions for high-value customers.
• Using marketing tools to market promotions via bulk and day-to-day tracking on sales.
• Managed daily operations, ensuring timely delivery of high-quality products and services to clients.
• Conducted regular performance assessments, providing constructive feedback and identifying areas for growth and development among team members.
• Assisted in the development of long-term strategic plans, aligning operational goals with the overarching company objectives.
• Reduced operational costs through continuous improvement initiatives and cost-saving measures.
• Led project teams through all phases of implementation, from initial planning to final execution, ensuring successful completion within defined timelines.
• Assisted in the development of long-term strategic plans, aligning operational goals with overarching company objectives.
• Established strong relationships with top customers, negotiating favorable offers without compromising on quality or service levels.
• Planned operations and activities, and led projects.
• Recruited and trained 15 new employees in 2023.

Achievements:

- Meeting the net profit target of $250,000 in a month.

- Constantly meeting the department KPI above 85%.

- Maintaining the department cost under 30% on average monthly.

- Reactivating 20 existing top customers via promotions and customized offers monthly.

- Successfully implemented social media communications for top customers in 2023 and 2024.

• Leading and training the team to manage VIP customers.
• Handling and managing VIP customers.
• Handling escalation cases from agents.
• Leading the team to engage new customers and non-active customers.
• Streamlined account management processes for improved efficiency and client retention.
• Championed internal initiatives aimed at improving key account management practices throughout the organization.
• Reduced response times for customer issues through proactive monitoring of account activity.
• Facilitated successful product launches by collaborating closely with marketing departments on targeted campaigns for key accounts.
• Managed a portfolio of key accounts by monitoring performance indicators, ensuring timely renewals, and identifying expansion opportunities.

Achievements:

- Identified 314 top customers for the year.

- Constant feedback provided to the Marketing Team to improve mass mailers.

- Introduced SMS as a platform to boost sales and reactivate 9 top customers per week via SMS.

- Introduced site enhancements for top customers on the site.

• Handling quality and development for agents across the board within the Marketing department and Ops department.
• Handling disputes from agents pertaining to their scores
• Quality tracker created for each agent to monitor their performance in terms of quality.
• Handling research on competitors and informing the relevant department on the improvement that can be implemented on site.
• Presenting quality scores to department heads and highlighting areas for improvement.
• Providing suggestions and strategies to improve quality.
• Running surveys to customers in the form of Net Promoter Score, a presentation will be made to all Heads of Departments on the area of improvements.
• Collaborated with product development teams to incorporate user feedback into future designs, resulting in more user-friendly offerings.
• Led efforts to streamline communication channels, allowing for faster issue resolution and a more cohesive customer experience.

Achievements:

- Provided feedback to 4 departments to improve SLAs, site speed, withdrawal processing time, and gaming experience based on survey results.

- Created a new quality and development program for each department.

- Managed to improve the performance of 13 agents across 4 different departments.

• Handling Chats and Emails for all tiers of customers.
• Outbound calls are made to customers for follow-up.
• Handling escalation cases from agents
• Weekly reports are sent to Team Leads and Managers.
• Quality scores are sent to the agents on a weekly basis, pertaining to their performance.
• One-to-one meetings will be held weekly with the agents, and suggestions will be given on how to improve their quality scores.
• Implemented process improvements to reduce errors and increase overall efficiency.
• Promoted a positive work environment by fostering teamwork and open communication among team members.
• Supervised 17 co-workers.

Achievements:

- Resolved dispute from agents regarding QA.

- Trained 15 agents regarding the product, process, and procedures.

• Handling chats and emails from customers around the globe.
• Escalating to the relevant department based on the issues faced by the customers.
• Working on shift hours to accommodate the coverage of the department for 24 hours.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Responded to customer requests for products, services, and company information.
• Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.

• Handling disputes from customers end with the delivery personnel or products received.
• Arranging delivery for customers who have missed the 1st and 2nd deliveries.
• Informing customers on the delivery charges and the reason why the charges incur.
• Resolved customer complaints by effectively managing escalations and addressing concerns in a timely manner.
• Championed a customer-centric approach within the escalation team, consistently advocating for clients'' best interests and satisfaction.

• Handling calls from customers pertaining to issues faced on their mobiles.
• Guiding customers on how to back up their data using their mobile.
• Raising service request for customers that have lost, stolen, and damaged mobiles.
• Working on shift hours to accommodate the 24 hours of coverage for the department.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.

• Handling calls from customers residing in Australia, New Zealand, and Canada.
• Handling disputes from customers who do not recognize the charges that occur.
• Reviewing the customer's account if there are transactions made on their card previously.
• Case will be escalated to the relevant department for a chargeback after analyzing the customer's account pertaining to their disputes.
• Customers will be notified that the card will be canceled, and a new card will be issued.
• Constantly reviewing customers' accounts to prevent fraudulent activity on the new card issued.
• Evaluated customer data to identify and prevent fraudulent activities.
• Tracked fraud cases and monitored trends to develop strategies for prevention.

• Monitoring customers' accounts for any sign of money laundering and fraudulent activity.
• Customers are contacted if any accounts are found with a suspicion of money laundering and fraudulent activity.
• Accounts will be on hold until relevant documents pertaining to the fund are provided.
• Utilized internal tracking systems effectively to monitor the progress of open cases until successful completion.
• Participated in quality assurance initiatives by providing constructive feedback on team performance, identifying areas for improvement and suggesting potential solutions.