Susiladevi Velayan

Supervise a team of ten members in delivering the assigned solution as per agreed SLA within the turn around time. Ensure to monitor and assess the performance of the partnership to the predetermined standard.

• Developed and implemented effective time management strategies that improved team productivity and efficiency.
• Created a performance management system that identified and addressed skill gaps, resulting in increase team efficiency.
• Responsible for leading the overall fulfilment operation such as mobile devices, Business Fibre and Solutions for the whole Enterprise organisation.
• Coordinated with external vendors and contractors to ensure timely delivery of services and completion of tasks.
• Measure the vendor performance as per agreed SLA under Partnership management.

To drive overall project to achieve the desired business outcomes agreed with the Sponsor/Steering Committee with input from the respective leads and key stakeholders Plan, manage and track project activities including scope, approach, and deliverables in an effective manner.

To oversee the completion of all Cloud Projects, I was selected as the specialized project manager. A significant accomplishment occurred during a crucial incident at Bank Negara Malaysia. Demonstrated a good control on maintaining a good relationship with customers and internal stakeholders in upholding the business expectation. Due to recomendation by BNM and strong client demand, I was personally chosen to manage the AKPK AWS Cloud Adoption Project. I was able to ease the strain from the client and advance the project's deployment.

• Collaborate with multiple cross functional teams to achieve project goals in a timely manner example Account Managers, Delivery leads, Design engineers, Solution engineers, Pre-Sales team and Product Teams.
• Used excellent time management and project management skills to oversee and manage projects from conception to completion
• Developed key project goals and worked collaboratively with all the stakeholder to meet the objective.
• Worked in cooperation with the creative budget and timeline given.
• List of Cloud Project Customer's
• Bank Negara Malaysia
• Agensi Kaunseling & Pengurusan Kredit
• J&T Express
• Kraft Tangan Malaysia

• Responsible in rendering support and managing both Corporate and SME business customer () to explore and coming up ideas by preparing and presenting account management proposals to customers; overseeing the production of processes and championing successful execution.
• Manage complex and challenging cases that require vast product knowledge and strike an acceptable balance between internal operations and business customers, i.e. quick response turnaround time and providing workable solutions to business customers.
• Continuous Initiatives & Projects – participate in varied special projects as requested, including exploration of system, processes, new retention of categories and joint project Sales and Services i.e. RSS + Customer Services + Collection + Credit + Legal /Audit + ISD + InfoSec.
• Customer Focus Experience – Working closely with Customer Service, ES Marketing, Product & Vendors to develop and maintain a customer focused attitude towards activities, concentrating on those that most strongly contribute to customer lifetime value through VOC, weekly conference call, etc.
• Monitor existing business performance, objectives, resolving variances or reporting in order to enable corrective action to be taken, i.e. billing operational matters and/or system backend. To ensure a high level of service delivery is received by new and existing business customers and ensuring policy compliance.
• Manage changes to systems, processes and working practices in order to achieve operational improvements. i.e. involvement in UAT such as ES Portal, PIC Portal, MOS + SMS Campaign, iSELL etc.
• Perform external and in-house training

• Preparing weekly and monthly reports to the manager of collection and recovery settlement unit.
• Answering inbound calls to deliver a consistent service which include inquiries, transactions, complaints and problem resolutions over the telephone.
• Identifying and reporting, customer problems, helping to expedite recovery and recommending follow up actions.
• Providing coaching and feedback to the new agents on procedures and customer handling in Collections.
• Preparation of new legal files for assignment to solicitors. (815 queue & JIM Letter).
• In legal cases, to liaise with solicitors to ensure legal action is on track.
• Preparation of letter/statements (Bankruptcy, Creditors Petition & Proof of Debts).
• To furnish documents requested by Solicitor (credit card statement/application form).
• To do balancing of files/ reconciliation (status report) and submit to the officer by 15th of every month.
• To attend JIM (Jabatan Insolvensi Malaysia) letter for bankruptcy cases.
• All information/communication/latest updates with/from customers/lawyers are to be timely and accurately updated in the WHIRL system (CTA/E-champs).

• Compile all monthly reports of 6 branches followed by:
• Enrollment reports
• Incentive reports
• Marketing reports
• Weekly marketing minutes
• Processing, Purchase Requisition Forms for 6 branches.
• Report weekly marketing activities of Marketing Manager.
• Coordinating with Marketing Manager to operate marketing activities, and vice versa for each month.
• Prepare various documentations for Marketing Manager.
• Prepare Payment vouchers for all the 6 campuses.
• Review front desk performance and target achievement by individual counselors all the campuses.
• Keep marketing reports of 6 branches.
• Do a sideshow presentation for marketing purpose.