Summary
Overview
Work History
Skills
Timeline
Generic

Thevan Krishnan Krishna

Singapore

Summary

Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.

Overview

13
13
years of professional experience

Work History

Sales Operations Suport

Singtel
11.2023 - Current
  • Order Processing and Documentation - Mobile and Fibre BB for Outsourced Partner.
  • Pre-compliance check and manual orders ACA with BCC system integrations.
  • Follow-up documentation on rejected cases, and internal clearance for orders.
  • Coordinate with the Field Deployment Officer (FDO) to align appointments and installations by outsource partners.
  • Credit adjustment and invoice disputes escalation to second-level investigation, and void orders.
  • Dispute Resolution & Clearing Stuck Orders - Coordinate with relevant stakeholders and assist with order clearance to ensure a smooth transition involving the Sales Support team, Singtel Shops, Event, and Outsourced partners.
  • Reporting - Responsible for handling weekly and monthly order reports for Outsourced Partners, and Sales Commission Team.
  • Collaborate with Compliance, managers, external vendors, and support team to rectify rejected sales.

Senior Sales Executive

Singapore Telecommunications Limited (Singtel)
11.2018 - 11.2023
  • Introduced Singtel products and services to existing/new customers through omnichannel, such as telephone calls, messaging platform, email/letter
  • Listened attentively to customer's needs and concerns, demonstrate empathy when appropriate
  • Capitalized on upsell or cross-sell opportunities to generate revenue for company, ensuring it's appropriate with customer needs or provides additional benefits for customer
  • Delivered exceptional customer service to every customer by leveraging on extensive knowledge of products and services, while creating welcoming as well as positive experiences
  • Maintained professional demeanour by staying calm when addressing unhappy or angry customers
  • Managed VVIP clients of Singtel to recontract, sign up of new services and served as SPOC for their services
  • Navigated multiple computer systems and applications to find information and solution for customers
  • Maintained and managed customer files on internal databases with call information as well as solutions provided
  • Responsible of achieving monthly sales targets and other KPI set by the organization
  • Communicated the progress of quarterly initiatives to internal and external stakeholders
  • Provided after-sales support to drive customer satisfaction

Team Leader

Sudong Sdn Bhd [Subsidiaries of Singapore Telecommunication Limited (Singtel)]
01.2018 - 10.2018
  • Supervised and performed human resource management functions for 12-15 subordinates
  • Facilitated management to ensure Governed to ensure that Sales Associates comply with the assigned campaign / initiatives checklist requirement
  • The checklist will cover key requirement for customer process Policy, System (Tools, self-help and knowledge portal) and communication
  • Assumed ownership over team productivity and managed workflow to meet or exceed quality service goals
  • Established a customer-focused culture by managing initiatives and measurement tools that aim to achieve customer satisfaction and first call resolution
  • Articulated the organisation's purpose, core values and vision clearly to Sales Associates
  • Governed adherence of policy and performance metrics including service standards on daily basis and monitored improvement in line with the department targets
  • Established clear objectives and performance goals for employees, maintained detailed records of daily progress, provided feedback on methods for reaching those milestones
  • Mentored team members, discussed specific and constructive feedback, implemented various coaching techniques and encouraged all team members towards incremental performance improvement
  • Supervised employees and assessed performances to determine training needs and defined accurate plans to reduce process gaps
  • Evaluated employees' strengths and assigned tasks based upon experience and training
  • Motivated and inspired the team to surpass their potential including exceeding and meeting departmental objectives
  • Conducted regular team huddle sessions to update team members on policy or process changes
  • Resolved staff member conflicts through actively listening of concerns and helped provide appropriate middle ground/resolution
  • Supported and represented Team Manager (who is on leave) to manage Operations and attend Management meetings with Director & VP
  • Aided Team Manager with other ad-hoc duties and projects requested or assigned
  • Conducted orientation for new employees on company operations, best practices and customer care procedures, to eliminate inefficiencies
  • Collaborated with Learning and Development Trainers to conduct Role Play and System Competency Assessment for new employees to ascertain his/her competency before turning operational
  • Facilitated and oversaw Academic-Bay period for new employees, post-training
  • Supported RTA team function to manage Operations' service levels and productivity
  • Actively monitor CMS dashboard and attend to call-outs to ensure Average Handling Time (AHT) / Chat Handling Time (CHT) is met and optimized offphone activities
  • Facilitated RTA team to manage the call volume, daily attendance and program break schedules
  • Initiated workload balancing across support groups in contact centre to manage call queue and aging messaging transactions based on skillset assignment like language, product knowledge and channel of communication (voice/messaging/email/social media)
  • Analysed service level against past trend to proactively proposed for activation of over time (OT) solicitation to minimize understaffing and implemented strategic action to manage overstaffing
  • Reason For Leaving: Promotion (Internal Transfer) and significant increment at headquarters

Assistant Manager [Shopee Project]

Scicom MSC Berhad
10.2017 - 12.2017
  • Ensured accurate information and effective communication flow between subordinates/team members with customers for the specific support desk
  • Established clear objectives and performance goals for employees, maintained detailed records of daily progress, provided feedback on methods for reaching those milestones
  • Assumed ownership over team productivity and managed workflow to meet or exceed quality service goals
  • Conducted regular team huddle sessions to update team members on policy or process changes and ensured two-way communication between team members and management
  • Managed the contact centre Service Level and KPIs as agreed with the Clients
  • Managed and prepared consolidated report of department's performance for client review
  • Reason For Leaving: Career advancement and headhunted by my previous manager

Specialist Operations [Maxis Outbound Telesales Project]

Scicom MSC Berhad
12.2015 - 10.2017
  • Facilitated meetings with the product committee, project manager and functional management to discuss project impediments, required resources or issues that will impact delay in task completion
  • Conducted leadership training and coaching for team members to improve on customer handling skills
  • Established a working culture that foster trust, open communication, creative thinking, and cohesive team effort
  • Supervised overall operation of the contact center, including sourcing of equipment, effective resource planning and implementation of contact center strategies
  • Provided regular/progressive update to Project Manager and Clients on the status of task accomplishment
  • Managed staffing, planned scheduling and headcount optimization to meet demand
  • Conducted audits on calls, chat and emails handled by employees to improve quality, minimize errors and track operative performance
  • Coordinate team logistics with clients and other subordinates, to determine productions needs are met
  • Managed the contact centre Service Level and KPIs as agreed with the client
  • Managed and prepared consolidated report of department's performance for client review

Senior Executive Telesales - Outbound

Scicom MSC Berhad
01.2014 - 12.2015
  • Handled Inbound and Outbound Case Management
  • Conducted orientation for new employees on company operations and best practices, to eliminate inefficiencies
  • Conducted training and guided new employees on the product knowledge and system navigation
  • Trained existing employees to maximize team agility and performance, through cross-function
  • Brainstormed to contribute ideas / realistic action plans to achieve departmental and individual targets
  • Proactively engage with immediate Supervisor or Client on Case management to rectify and mitigate lapses
  • Motivate the team members towards achieving the performance goal
  • Professionally managed Sales escalation via phone calls or emails to mitigate lapses and working towards maintaining the team's credibility of zero case management
  • Tracked daily Sales escalation, mentored team members, discussed specific and constructive feedback and encouraged all team members towards incremental performance improvement

Executive Telesales Officer - Outbound

Scicom MSC Berhad
11.2011 - 12.2013
  • Handled large volume of Inbound transactions in fast-paced call centre setting
  • Assisted company to generate revenue through outbound calls to SingTel customer and convert them to sales
  • Guided fellow colleagues who have difficulties with the system navigation and product understanding
  • Assisted team leader with to conduct briefing educate / update fellow colleagues on current promotion and changes in policy, processes
  • Assisted team leader with ad-hoc management task, escalation call backs
  • Organized team outings and floor decoration during festive seasons
  • Motivate the team members towards achieving the performance goal

Skills

  • Active listening
  • Clerical support
  • Excellent communication
  • Written communication
  • Data management
  • Organizational skills

Timeline

Sales Operations Suport

Singtel
11.2023 - Current

Senior Sales Executive

Singapore Telecommunications Limited (Singtel)
11.2018 - 11.2023

Team Leader

Sudong Sdn Bhd [Subsidiaries of Singapore Telecommunication Limited (Singtel)]
01.2018 - 10.2018

Assistant Manager [Shopee Project]

Scicom MSC Berhad
10.2017 - 12.2017

Specialist Operations [Maxis Outbound Telesales Project]

Scicom MSC Berhad
12.2015 - 10.2017

Senior Executive Telesales - Outbound

Scicom MSC Berhad
01.2014 - 12.2015

Executive Telesales Officer - Outbound

Scicom MSC Berhad
11.2011 - 12.2013

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Thevan Krishnan Krishna