THILAINADARASA A/L PERUMAL
Team Manager
Puchong,10
Summary
Results-driven and experienced Team Manager with over 15 years in the telecommunication and customer service industries. Proven expertise in employee performance evaluation, coaching, and leadership, fostering a high-performing and motivated workforce. Adept at managing network operations, ensuring compliance with industry regulations, and maintaining network security. Strong background in customer service, technical troubleshooting, and sales, with a track record of improving customer satisfaction and driving business success. Skilled in mentoring teams, resolving complex issues, and aligning operations with company objectives to enhance efficiency and growth.
Overview
17
17
years of professional experience
4
4
Languages
Work History
Team Manager
Suria Telecommunication Technology (M) SDN BHD
01.2019 - Current
- Evaluated employee performance, provided coaching and training, and enhanced the quality of work and motivation within the Network Technician team at Suratel.
- Led employee relations through effective communication, coaching, and development, ensuring alignment with company goals and objectives.
- Conducted regular performance reviews, provided constructive feedback, and developed personal growth plans to support individual skill development and career progression.
- Boosted employee satisfaction by fostering a positive work environment, supporting professional growth, and maintaining team cohesion.
- Ensured compliance with Suratel’s policies and industry regulations by overseeing daily network operations, ensuring adherence to safety protocols, and maintaining network security standards.
- Monitored and guided technicians to ensure adherence to troubleshooting procedures, maintaining the integrity and reliability of the network infrastructure.
Senior Customer Service Executive
RED ONE NETWORK SDN. BHD.
01.2017 - 12.2018
- Company Overview: Telecommunication
- Receive inbound calls and make outbound calls
- Do billing enquiries, live chat, reconnection for the Red One Postpaid and troubleshooting network issues
- Handle enquiries
- Explain the company's product to customer through telephone
- Solve customer's problem regarding company's product
- Work closely with the teams, utilize relationships to ensure that targets are achieved
- Telecommunication
Senior Customer Service Consultant
U MOBILE
01.2014 - 12.2016
- Company Overview: Telecommunication
- Attend inbound calls
- Solve customer's problem regarding U MOBILE
- Give explanations about U MOBILE products and services
- Mentoring junior staffs and assist new intake of staffs
- Telecommunication
Telemarketing Executive
SYMPHONY
01.2011 - 12.2013
- Company Overview: Advertising/Marketing
- Take the lead role in selling services
- Responsibility for the sales process from initial point through contract negotiations
- Meet minimum quarterly and annual sales objectives
- Work closely with the operational and tele-services teams, utilize relationships to ensure that product implementation schedules are met
- Engage, equip and lead all sales
- Advertising/Marketing
Collection Customer Service Representative
STANDARD CHARTERED BANK
01.2008 - 12.2010
- Company Overview: Call Centre/IT
- Respond promptly to customer inquiries handle and resolve customer complaints
- Obtain and evaluate all relevant information to handle inquiries and complaints
- Perform customer verifications
- Process orders, forms, applications and requests
- Manage customer's accounts
- Keep records of customer interactions and transactions
- Record details of inquiries, comments and complaints
- Call Centre/IT
Education
Sijil Pelajaran Malaysia ( SPM ) -
SMK SEKSYEN 4
Skills
Efficiency Optimization
Project Coordination
Positive Reinforcement Techniques
Proficient in Relationship Building
Attentive Listening Ability
Responsive to Change
Detail-Oriented
Performance Development Coaching
Client-Centric Approach
Persuasive Communication
Positive Reinforcement Strategies
Field Proficiency
Timeline
Team Manager
Suria Telecommunication Technology (M) SDN BHD
01.2019 - Current
Senior Customer Service Executive
RED ONE NETWORK SDN. BHD.
01.2017 - 12.2018
Senior Customer Service Consultant
U MOBILE
01.2014 - 12.2016
Telemarketing Executive
SYMPHONY
01.2011 - 12.2013
Collection Customer Service Representative
STANDARD CHARTERED BANK
01.2008 - 12.2010
Sijil Pelajaran Malaysia ( SPM ) -
SMK SEKSYEN 4