THANALAXMI AV.SORNA SEKARAN
Batu Caves,10
Summary
Results-driven Senior Operations & Customer Success Executive with 9+ years of experience in EdTech solutions and operational excellence. Proven expertise in managing dual operational and customer-facing responsibilities while maintaining 99.9% data accuracy and 100% ISMS compliance. Strong track record in stakeholder management, process optimization, and driving customer satisfaction in enterprise environments.
Overview
13
13
years of professional experience
Work History
Senior Operations & Customer Success Executive
FrogAsia, YTL Company
01.2023 - Current
- Support end-to-end operational processes ensuring 99.9% data accuracy
- Prepare annual and monthly analytics using advanced Excel functions
- Support cross-functional initiatives contributing to 40% improved coordination
- Execute timely tracking of access requests in centralized systems
- Monitor and reconcile data discrepancies for management review
- Customer Success Responsibilities:
- Execute customer success initiatives for enterprise education platform
- Support retention strategies for long-term value creation
- Provide guidance on technology adoption
- Help maintain 95%+ customer satisfaction through proactive solutions
- Support state education technology events for brand awareness
- Execute user acquisition and retention programs
Customer Success Consultant
FrogAsia
01.2020 - Current
- Supported ISMS compliance initiatives with 100% audit success
- Implemented customer success frameworks improving adoption by 35%
- Delivered training programs reaching 500+ users with 92% satisfaction
- Followed QA processes reducing response time by 45%
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Devised and implemented processes and procedures to streamline operations.
- Liaised with customers, management, and sales team to better understand customer needs and recommend appropriate solutions.
Regional Implementation Consultant
FrogAsia
01.2016 - 01.2019
- Supported technology implementation across 100+ schools
- Maintained relationships with state-level education stakeholders
- Contributed to 85% adoption rate through comprehensive training
- Supported user acquisition contributing to 40% growth in user base
- Processed client satisfaction reports for completed implementation, analyzing data to discover possible areas of improvement in future projects.
- Designed planning and messaging strategies for implementation projects, maintaining on-time completion rate of [80]%.
Customer Care Specialist
MAXIS Communication Berhad
01.2012 - 01.2015
- Handled 100+ daily customer interactions with 95% satisfaction
- Achieved top 10% performance rating in resolution metrics
- Collaborated with technical teams for complex issue resolution
- Responded to customer needs through competent customer service and prompt problem-solving.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Took ownership of customers issues to follow problems through to resolution.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
Education
Bachelor of Social Science (HONS) - Psychology
Universiti Tunku Abdul Rahman (UTAR)
01.2012
Foundation Studies in Science - undefined
Nirwana College
01.2009
Skills
- Advanced Excel
- Pivot Tables
- V-Lookup
- Jira
- Kanban Board
- Microsoft 365
- Google Workspace
- ISMS
- Customer Success Methodologies
- Educational Technology Platforms
- CRM Systems
Accomplishments
- Successfully handle concurrent operational and customer success responsibilities while maintaining 99.9% data accuracy
- Achieved and maintained 100% ISMS compliance through systematic audit processes
- Contributed to streamlining cross-functional processes reducing response time by 40%
- Supported technology implementation across multiple state education systems
- Facilitated training programs reaching 1000+ educators
Languages
English (Professional Business Proficiency)
Bilingual or Proficient (C2)
Malay (Professional Business Proficiency)
Bilingual or Proficient (C2)
Foundationstudies
Foundation Studies in Science, Nirwana College, 01/2009, 12/2009
Dualroleexpertise
Business Process Support, Data Analytics & Reporting, Risk & Compliance Support, Change Implementation, Stakeholder Coordination, Quality Assurance, Account Support, Implementation Support, Training & Development, Solution Guidance, User Adoption & Retention, Technical Support
Timeline
Senior Operations & Customer Success Executive
FrogAsia, YTL Company
01.2023 - Current
Customer Success Consultant
FrogAsia
01.2020 - Current
Regional Implementation Consultant
FrogAsia
01.2016 - 01.2019
Customer Care Specialist
MAXIS Communication Berhad
01.2012 - 01.2015
Foundation Studies in Science - undefined
Nirwana College
Bachelor of Social Science (HONS) - Psychology
Universiti Tunku Abdul Rahman (UTAR)
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