Citrix
Tusheela Sumusandram
Taman Mawar,Cheras
Summary
Exceptional Operations Manager focused on successful team building, cost-cutting and operational improvements. Determined to cut costs without impacting quality of products and services. Reliable team player committed to building high-performing teams. Notably Top-ranked people leader coming with extensive experience in years of unprecedented success driven to exceed customer expectations and maximize satisfaction. Bringing 6 years of experience in dynamic roles, with success in both autonomous, team, and leadership contexts. Highly skilled in conflict resolution and diplomatic communication. Multi-talented leader consistently rewarded for success in planning and operational improvements. Experience in policy development and staff management procedures positively impacting overall morale and productivity.
Overview
9
9
years of professional experience
3
3
years of post-secondary education
2
2
Languages
Work History
Operations Manager, Merchant Onboarding
Shopee Malaysia Sdn Bhd(ShopeePay and ShopeeFood)
Kuala Lumpur , Kuala Lumpur
06.2022 - Current
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve.
- Worked in matrix management environment with oversight of division level managers, operations, sales, finance, human resources, safety and compliance.
- Formulated processes to reduce downtime and financial loss.
- Identified procedure or process changes required to improve performance and productivity this has reduced SLA for approval from 5 working days to 1 day that increased approval rate from 55% to 78%.
- Advanced productivity KPIs to achieve key business goals and objectives.
- Introduced new methods, practices and systems to reduce turnaround time.
- Identify key challenges and gaps with competitors. Work closely with Product team to provide this direct feedback and guide team in building right set of features to improve merchant experience and close gap with competition.
- Collaborated cross-functionally to refine procedures, devise best practices and enforce quality metrics.
- Reduced process bottlenecks by training and coaching employees on practices, procedures and performance strategies.
- Developed systems to track and log work issues.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines.
- Reviewed operations reports to understand numbers and trends.
- Increased profit by streamlining operations.
Team Leader Content Moderation
Facebook(Contract)Accenture
Kuala Lumpur, Kuala Lumpur
03.2021 - 04.2022
- Increased overall efficiency and productivity of team by revamping jobs, schedules and daily assignments.
- Monitored daily and weekly key performance indicators to maintain on-track status.
- Set schedules and oversaw daily workflow.
- Oversaw 16 workload and consistently achieved productivity targets.
- Produced detailed reports outlining performance against benchmarks.
- Improved team efficiency and productivity by restructuring workflow and managing assignments.
- Helped set and manage objectives for quality, productivity and compliance.
- Developed and implemented performance improvement strategies and plans to promote continuous improvement.
- Weekly Quality meeting pertaining to AHTB, AHTBS Benchmark, AHTB Compliances and No handle
Team Leader for Non Voice
Facebook ARVR, Concentrix (Seasonal Project)
Kuala Lumpur, Kuala Lumpur
08.2020 - 01.2021
- Specialization in Social Media, VR Gaming Support
- Responsible for overseeing day-to-day operations of team, distributing workload evenly amongst staff and making sure motivation and performance levels are maintained for email and chat agents of 12 employees.
- Evaluated employee skills and knowledge regularly, providing hands-on training and mentoring to individuals with lagging skills.
- Collaborated with other leaders and executives to direct workflow and support operations.
- People management, Customer Service, Email & Chat Application transitioning of agents, Root Cause Analysis , CSAT Knowledge ,ASAT, Utilization ,AUT, Quality, Productivity and Occupancy of agents being monitored
- Successfully Provided personalized, friendly and knowledgeable services to drive customer satisfaction, increase new account production and attain each monthly target.
- Successfully Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
- Successfully Monitored and evaluated teams, identifying and targeting opportunities for improvement which resulted as best Team for Month Of Oct 2020 till Jan 2021.
- Successfully Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
- Successfully increased team’s efficiencies and deliverables by 100% within 3rd Month of joining
Governances & Compliance Supervisor
V-Global Management
Kuala Lumpur, Kuala Lumpur
02.2018 - 04.2020
- Specialization in Governance's, compliance’s ,account management, Project Management and Event coordinator.
- Revitalized Governance's area operational structures and procedures to successfully control turnover and waste, enhance output and boost overall quality.
- Enhanced training programs to strengthen employee knowledge and promote new managers from within.
- Oversaw and optimized work of 3 staffs ,executive's performing high-quality booking for clients accommodation, venue and flight work.
- Maintained compliance with company policies, objectives and communication goals.
- Worked with management team to implement proper division of responsibilities.
- Set overall vision and provided team leadership.
- Provided supportive link between external customers and internal operations.
- Monitored employee performance and provided coaching and constructive guidance to address areas of concern.
- Evaluated employee performance monthly and coached and trained accordingly, increasing quality of work and employee retention.
- Successfully Managed customer relationships.
- Successfully Building strong, loyal customer relationships at senior level within key customers.
Team Captain Cum Relationship Manager
American Express
Kuala Lumpur, Kuala Lumpur
05.2014 - 01.2018
- Specialization in Credit Card Customer Service.
- Financial Institution Industry.
- Manage portfolio of complex initiatives that span one or multiple lines of business.
- Networked with business leaders and executives to identify clientele within local community.
- Worked with lifestyle Team and Travel Team departments to facilitate communication and deliver personalized solutions to customers.
- Successfully created customer support strategy for team of 16 to increase customer retention by 5%.
- Successfully educated clients on available technological tools, enabling development and implementation of solutions to achieve personal financial goals.
- Identify customers' needs while providing various benefits in accordance with respective lifestyles.
- Successfully managed to recommend new products to clients and maintained solutions-oriented problem-solving for long-term client relationships.
- Handle and resolve all enquiries in driving revenues as well as customer retention.
- Render excellent leadership in managing team from diverse backgrounds and personality.
- Worked with clients to address and respond to client and partnership management issues.
- Provide coaching and mentoring to team towards enhancing customer management skills.
Assistant Manager
OCBC Bank
Kuala Lumpur, Kuala Lumpur
07.2013 - 04.2014
- Specialization in Credit Card/Customer Service.
- Banking/Financial Services Industry.
- Spearheaded training initiatives to keep all customer service team members operating consistently with strong call management abilities.
- Reviewed long calls and followed-up with customer support personnel to resolve root cause of delay.
- Won best team after monitoring and reporting on trends in customer interaction to evaluate processes and capitalize on improvement opportunities for last quarter
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Created and enhanced call sequencing flows and scripts to enhance team performance by 10%.
- Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction.
- Successfully led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team reduced in third quarter.
- Ability to follow and comprehend complex instructions, short correspondence, and memos.
Premier Card Advisor,Sales
CIMB Bank
Kuala Lumpur, Kuala Lumpur
02.2012 - 12.2012
- Specialization in Sales for credit card and Insurance.
- Banking/Financial Services Industry.
- Conducted financial review of customer lines of credit by assessing company financials and initiating credit application reviews.
- Complied with internal controls and government regulations.
- Handled 60 calls per day to address customer inquiries and concerns.
- Maintained excellent attendance record, consistently arriving to work on time.
- Drove operational improvements which resulted in savings and improved profit margins.
Education
High School Diploma -
MAHSA University
Selangor 08.2008 - 09.2011
Skills
Budgeting and forecasting
undefinedAccomplishments
- Anti-money Laundering (2012-2017)
- Relationship Care Workshop (2014-2017)
- New Project Launching Go CAP (new system) (Pioneering Team) (2016)
- Cultural Immersion (2017)
- Won best & highest KPI improvement award for 2015 and the best new comer for Q2: 2014 and Reduced needed budget for corporate events by 15%
- Resolved product issue through consumer testing.
- Ability to Redeploy all employee to other project in FB ARVR 10 of them in Concentric (Jan 2021)
- Promoted to Merchant Operation Manager after 1 year with the company(Jun 2022)
Additional Information
Mrs.Harvinder Kaur from V-Global Management
Manager - 60102337673
Mrs.Shoba V Dhanapal from American Express
Team Leader -6012-6523522
Availability : 1 Month Notice
Software
Network sisco
Voice(avaya)
Voice recording NICE
Database Oracle
Zendesk
Zacoustic
Estart
Pulse
RAMCO
Salesforce
Merchant Admin
Food Admin
Experience Platform
Data Suite
FOMS
Nexus/Lexis
Timeline
Operations Manager, Merchant Onboarding
Shopee Malaysia Sdn Bhd(ShopeePay and ShopeeFood)
06.2022 - Current
Team Leader Content Moderation
Facebook(Contract)Accenture
03.2021 - 04.2022
Team Leader for Non Voice
Facebook ARVR, Concentrix (Seasonal Project)
08.2020 - 01.2021
Governances & Compliance Supervisor
V-Global Management
02.2018 - 04.2020
Team Captain Cum Relationship Manager
American Express
05.2014 - 01.2018
Assistant Manager
OCBC Bank
07.2013 - 04.2014
Premier Card Advisor,Sales
CIMB Bank
02.2012 - 12.2012
High School Diploma -
MAHSA University
08.2008 - 09.2011
Skills
Excellent Communication/ Networking Events/Problem-solving skills/Project Management/Leadership Skills/Team Management/Managing Client/Continuous Improvement/Time-Management/Flexibility/Accountability/Creativity/Forward Thinking/Detailed Oriented/Courage/Integrity & Honesty/Diplomacy & negotiation/Risk Management/Critical Thinking/Knowledge about Vulnerability/Fantastic Research skills/Ability to Prioritize
Awareness of Customer Needs/Delegating Effectively/Planning Skill /Computer Skill/Motivator
Skills
Excellent Communication/ Networking Events/Problem-solving skills/Project Management/Leadership Skills/Team Management/Managing Client/Continuous Improvement/Time-Management/Flexibility/Accountability/Creativity/Forward Thinking/Detailed Oriented/Courage/Integrity & Honesty/Diplomacy & negotiation/Risk Management/Critical Thinking/Knowledge about Vulnerability/Fantastic Research skills/Ability to Prioritize
Awareness of Customer Needs/Delegating Effectively/Planning Skill /Computer Skill/Motivator
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