Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic
THARMABALAN RAMASAMY

THARMABALAN RAMASAMY

Putrajaya

Summary

To utilize my knowledge and skills for the job in the company beside to gain more experiences and to improve myself in career enhancing and looking for new and competitive working environment.

Overview

14
14
years of professional experience

Work History

Operation Manager

Persatuan Haiwan Terbiar Malaysia (SAFM)
03.2024 - Current
  • Oversee daily operations, ensuring alignment with the organization's mission and goals.
  • Hire, train, supervise, and evaluate staff and volunteers, fostering a collaborative and efficient work environment.
  • Conduct regular meetings to review procedures, address workplace issues, and share improvement ideas.
  • Ensure the humane treatment and well-being of all animals under the organization's care.
  • Implement and monitor protocols for animal care, intake, adoption, and medical treatments.
  • Collaborate with veterinary professionals to manage animal health programs.
  • Develop and oversee programs such as stray animal management, street feeding projects, and public awareness campaigns to stop animal cruelty.
  • Assist animal shelters and rescuers in their operations and support.
  • Promote community awareness about animal welfare issues, and advocate for the protection of animals under relevant laws, such as the Akta Kebajikan Haiwan 2015.
  • Engage with the public through educational programs and events to foster a compassionate attitude toward animals.
  • Assist in budget preparation, and monitor expenses to ensure financial sustainability.
  • Ensure accurate maintenance of animal records and shelter statistics.
  • Oversee facility maintenance, inventory management, and procurement of necessary supplies.
  • Ensure adherence to local laws and regulations pertaining to animal welfare and shelter operations.
  • Implement and enforce safety protocols to protect staff, volunteers, and animals.

Escalation Manager

Diebold Nixdorf (M) Sdn Bhd
01.2019 - 12.2023
  • Co-Caption and Escalation Manager for (H&M) Hennes & Mauritz KL Hub
  • Responsible in preparing team roster every month
  • Support job training to new colleagues and performed any other ad-hoc responsibilities as and when required.
  • Support Knowledge base update in Hub for Retail Incident Resolution team.
  • Handling escalation and involve in Escalation Management Team as deputy of Global Incident Manager.
  • Attentively raising escalation process to ensure unresolved problems do not remain and issues are swiftly addressed and steered to resolution.
  • Restore normal services operation as quickly as possible to minimize impact on business operations.
  • Consequently, secure best possible levels of service quality and availability are maintained for customers.
  • Responsible to re-prioritize ticket urgencies, assigned ticket to proper resolver and keep track of any incidents to be resolved within satisfactory.
  • Prevent further unsatisfied escalation from Customer.
  • Taking ownership of the escalation especially in high urgency incident.
  • Identify appropriate team to resolve an issue.
  • Open conference call within internal team for the escalation topic to point out the real issue and the solution.
  • Coordinate with cross-functional teams to support continuous service improvement initiatives
  • Worked closely with third-party vendors to ensure they understand the organization's expectations regarding service delivery according to ITIL best practices.
  • Implemented best practices for incident resolution processes based on ITIL standards.

Incident Control Centre Executive

Diebold Nixdorf (M) Sdn Bhd
11.2017 - 12.2019
  • Single point of contact for all internal and external stakeholder other than actual end user.
  • Delivering status and progress updates according information documented in CRM incident.
  • Responsible to follow up with teams (internal or 3rd party providers).
  • Ensure that each incidents and queries reach to correct team.
  • Responsible to provide update towards Customer and Internal stakeholder for ongoing high priority progress from incident opening until it resolved.
  • Monitor ticketing system to ensure resolution given within time and agreed SLAs.
  • Aged call alerting toward responsible team who hold up the resolution to reduce long runner incidents.
  • Monitor task timeout using reporting system which incident not being assigned properly, reject by 3rd party, not responded by 3rd party and also task left in open which not receive to correct group.
  • Responsible as middle team for non-high priority incident that needed joint visit call between 2 parties for resolution purpose.
  • Responsible to inform key stakeholder for major issue impacting Service desk level which cause delay to service delivery for Customer.
  • Identify, acknowledge and solve issue related to debrief quality.
  • Document relief events (disturbance in the incident process not under company scope or responsibility).

Customer Care Executive

Sudong Sdn Bhd (SINGTEL)
02.2015 - 11.2017
  • Manage inbound calls, concurrent chats enquiries or business emails in a timely manner.
  • Provide extensive knowledge about specific products and services to resolve customer issues.
  • Maintain records of all conversation interactions for accurate case history.
  • Navigate multiple technology applications.
  • Navigate multiple technology applications.
  • Maintain a positive and helpful approach in interactions with all customers.
  • An ability to assess each customer's / employee's IT knowledge levels.
  • Ability to deal with difficult caller.
  • Installing and configuring computer hardware operating systems and applications.
  • Monitoring and maintaining computer systems and networks.
  • Troubleshooting system and network problems and diagnosing and solving hardware or software faults.
  • Providing support, including procedural documentation and relevant reports.
  • Setting up new users' accounts and profiles and dealing with password issues.
  • Responding within agreed time limits to call-outs.
  • Conducting electrical safety checks on computer equipment.

Yes Ambassador

YTL Communication
01.2012 - 08.2014
  • Handle technical issues.
  • Handle walk- in customer to troubleshoot device, sales and bill payment for Yes 4G internet service.
  • Handle Customer complaints and Enquires.
  • Supervising, guiding and motivating, team leaders are there to help colleagues work together and ensure they're delivering good customer service.
  • Ensuring the staff happy so the business can run smoothly, Organize and delegate their workload as well as monitoring them to make sure it's done correctly.
  • Helping with training and development.
  • Completing paperwork.
  • Ordering stock (where applicable).

Education

ITIL

PeopleCert
Kuala Lumpur
05-2020

Diploma - Information Technology

Binary University Collage
01.2007

Sijil Pelajaran Malaysia (SPM) -

Sekolah Menengah Kebangsaan Slim River
Perak
01.2003

Skills

  • Microsoft Word
  • Microsoft Excel
  • Microsoft PowerPoint
  • Operating System
  • System Administration
  • Time Management
  • Team Work
  • Troubleshooting
  • Problem-solving aptitude
  • Multitasking Abilities
  • Root-cause analysis
  • Incident diagnostics
  • Escalation management
  • Incident review
  • Incident management

Languages

Bahasa Melayu spoken excellent, written excellent

English spoken excellent, written excellent

Timeline

Operation Manager

Persatuan Haiwan Terbiar Malaysia (SAFM)
03.2024 - Current

Escalation Manager

Diebold Nixdorf (M) Sdn Bhd
01.2019 - 12.2023

Incident Control Centre Executive

Diebold Nixdorf (M) Sdn Bhd
11.2017 - 12.2019

Customer Care Executive

Sudong Sdn Bhd (SINGTEL)
02.2015 - 11.2017

Yes Ambassador

YTL Communication
01.2012 - 08.2014

ITIL

PeopleCert

Diploma - Information Technology

Binary University Collage

Sijil Pelajaran Malaysia (SPM) -

Sekolah Menengah Kebangsaan Slim River

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