Tushalanii Selvaraj

Responsibilities:

• Manage around 15-20 agents under my team.
• Established culture of accountability through clear expectations and performance management.
• Fostered a culture of innovation within the team, encouraging creative problem-solving approaches to tackle business challenges effectively.
• Boosted employee morale by initiating team-building activities and fostering a positive work environment.
• Maintained up-to-date knowledge of industry developments, incorporating best practices into daily operations as appropriate.
• Implemented data-driven solutions to optimize workflow efficiency, resulting in higher productivity levels within the team.
• Conducted regular meetings with team members, ensuring clear communication of objectives and expectations at all times.
• Setting the right expectation on things to be done with the team and ensure everything goes smoothly.
• Conduct weekly/monthly coaching or review session with team to share their gaps and guide them through it.
• Shift management, maintained efficient shift schedules to ensure full coverage during all operating hours.
• Manage agents break schedule (Meal & Short) break timing.

Additional Projects Involvement:

• Mentorship Programme for new hires:

> Provided structured schedule on what needs to be done throughout 2 weeks buddy program with seniors.

> Checklist to be followed and marked by senior agent once the topic has been covered for new hires.

> Progress check on the 5th day of buddy programme to understand the gap between mentor and mentee.

> Conduct briefing for mentor (seniors) on what needs to be shared during mentorship programme and ensure all aligned.

• KB updates:

> Submit feedback to KB team if there is an error found.

> Help to revamp KB following current workflow.

> Help to create SOP for new handling process.

• QA calibration:

> Evaluate 2 ticket chosen by QA team and understand the gap of marking criteria's during weekly calibration within QA and TL.

> Ensure everyone follows QA Nuance and aligned with the process.

• RPA automation:

> New automation has been set to ease up refund process for users.

> Collect feedback from agents regards to refund error and discuss further with RPA team on how to fix the gap.

> Any refund error leads to compensation, will need to seek approval from relevant party and ensure it's been recorded on database before releasing the payment.

Team Achievements:

• Quality scores remains on top 5 list with the average of 97%-99% & CSAT stands at 80%.
• Majority of my agents were given the chance to move over to other department (L2, VIP & CC) as their performance maintains well and given a chance to see a growth.

TEAM LEADER (OPERATION SPECIALIST - SHOPEE)

• Managed around 30-80 agents in L2 team in which it was only managed by 2 leaders.
• Mentored a team and guide employees ensuring all were trained in product knowledge and capable of performing assigned duties.
• Prepared efficiency reports once per hour in order to monitor daily production variances.
• Provide leadership for employee relations through effective communication, coaching, training, and development.
• Lead the team's problem solving and continuous improvement activities.
• Work with all levels of Joint Leadership.
• Facilitate Team meetings and attend Quality /Production meetings, team Leader Meeting, etc.
• Coordinate and lead trainings on various systems and processes.

CALL & CHAT AGENT (CUSTOMER SERVICE EXECUTIVE – SHOPEE)

• Manage large amounts of incoming calls and live chats.
• Identify and assess customers' needs to achieve satisfaction.
• Build sustainable relationships and trust with customer accounts through open and interactive communication.
• Provide accurate, valid and complete information by using the right methods/tools.
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
• Follow communication procedures, guidelines and policies.
• Take the extra mile to engage customers.

ADMIN / COMPANY SECRETARY ASSISTANT

• Submission of E-Filing (LHDN) and SST (Kastam).

• Assisted all phone calls, dealing with customers and organizing appointments.

• Associated with other internal department work (SECRETARIAL).

• Provide support in the provision of a company secretarial service to client's company.

• Assist in coordinating, preparing and draft minutes meeting, signing documents, invoices all requisitions and collecting payment from customers.

• Prepare Annual Return, document for submission of Companies Commission of Malaysia (CCM/SSM) and stamping, share certificates, MYCOID, MYDATA.

• Assist in preparatory work of annual return and circulation of financial statements.

• Perform general administrative works such as photocopying, fax email and supervised general office correspondence and submission.

ACCOUNTS ASSISTANT

• Key in yearly accounts in Sage UBS system.

• Prepare yearly Accounts and Audit Reports.

• Prepare monthly Reverse Billing and Invoices for Clients (UBS STOCK CONTROL).

• Supervised file room contains of hundred files and ensure all records run smoothly and well maintained on day-to-day basis.