Verosha R. Manokaran
Johor Bahru
Summary
Motivated and results-driven professional with years of experience in seeking a challenging managerial position to leverage my leadership skills, strategic vision, and problem-solving abilities. Eager to contribute to a dynamic organization where I can lead teams, drive operational excellence, and explore new environments to achieve continuous growth and innovation.
Overview
11
11
years of professional experience
Work History
Business Development Executive
Thulija Technologies Sdn. Bhd
07.2025 - Current
- Identified and developed new business opportunities through strategic prospecting, networking, and lead generation activities.
- Promoted HRDC-claimable training programs, professional certifications, and digital skills development courses to organizations and individuals.
- Collaborated with training, marketing, and operations teams to ensure successful program delivery and client satisfaction.
- Utilized CRM systems to track sales activities, manage customer relationships, and maintain accurate sales records.
- Followed up with prospective clients and existing customers to maximize retention and identify upselling opportunities.
Business & Operations Manager
LSS ACADEMY SDN BHD
02.2024 - 11.2024
- Managed marketing, sales, business administration, and business development activities, ensuring trainers and consultants were allocated effectively for multiple training courses at various client sites.
- Coordinated all tasks and processes to ensure an office operates smoothly and efficiently. This includes everything from planning and document management to assigning roles and responsibilities.
- Reported on internal process issues, sales and marketing activities, and administration tasks to management directors, ensuring timely and accurate information for decision-making.
- Administered activities directed by management, liaising with private entities and government bodies.
- Initiated marketing plans for Program Latihan Madani (PLM) Lean Six Sigma Green Belt Certification, securing participation of 25 individuals for free CSSC professional certification in collaboration with HRDC.
- Worked out the longest time pending payment and programmed registration issues faced by the company to clear all the pending payment with HRDC, developed a smooth and standard bonding between HRDC and our training provider.
- Designation of SOPs in the administration for the In-House employees allocating tasks to different personnel and electing PICs for the clients.
Senior Quality Analyst (QA Sme)
BYTEDANCE PRECISION SDN. BHD.
03.2019 - 02.2024
- Appointed as a Moderator for a US startup project. Pioneer team for US Tik Tok Project.
- Assigned to Creator team projects to handle their online queues for premium users of the US. The top 10 moderators for Creator team.
- Promote to Quality Analyst position for the US team, because of excellent work performance.
- Supervise in-house moderators and outsourced moderators from different countries.
- Reviewed and moderated user-generated content to identify and remove CSAM/CSEM, criminal activities, pornography and child pornography ensuring compliance with platform policies and legal requirements.
- Contributed to the enhancement of content moderation policies by providing feedback on edge cases and policy gaps.
- Conducted detailed investigations of flagged content, accounts, and user activities to detect child exploitation and abuse-related violations.
- Responsible for handling disputes from moderators and coaching for errors found.
- Manage vendor projects, SQL server extractions, offline data handling, calibration calls with Leads.
- Train new junior Quality Analysts on policies and prepare newbies for work procedures.
- Coach agents on a daily, weekly, and monthly basis for quality improvement.
- Moved to Live Queue Team when US project was brought back to the states.
- Handled live queues moderation and performed error analysis on leakage cases. Work on internal errors made by sampling QAs in the team weekly. Extract data and update accuracies to the team members.
- Oversee ROCK appeal systems for the moderators and sampling QAs of the team on the cases moderated every bi-weekly.
- Handle the calibrations of policies and understanding to the team and standardize alignments to maintain excellent accuracy of projects.
- Communicate with, as well as, support Team Lead, teammates, employees to share insights, troubleshooting and improvement strategies on the team quality based on policy knowledge and calibrations as well.
- Maintain working knowledge of policies and procedures.
- Perform Root Cause Analysis as well as identify trends.
- Provide written, as well as verbal feedback to moderators and teammates on all completed evaluations.
- Building US market teams from scratch to full independent site in KL.
- Building US Manila BPO team for brand new moderator.
Senior Business Process Analyst
AIG
02.2015 - 02.2019
- Developed process for workers' compensation claims and monitored claims to ensure compliance and efficiency.
- Verified and analysed data in claim settlements to confirm validity and adherence to company practices.
- Reviewed pending claims and appeal, made appropriate revised decisions, if it was within the authority limit and processed the claims.
- Assessed Medical, notice only and lost time claims within the defined approval authority limit and recommended cases above limit to Superior.
- Conducted regular reviews and follow-ups on outstanding claims to maintain adequate reserves and update claim status.
- Liaised with Consultant Doctor, Underwriters, Hospital, Clinic and other Insurers to determine validity of the claim documents and ensured the correct policy and coverage was provided.
- Examined the registered claims, verified the policy benefits and stated coverage verifications.
- Contacted employers in the United States for case investigations, via calls and emails.
- Responded to enquiries from clients, agents, brokers, and branches to provide assistance and information.
- Drafted and sent acknowledgement letters to insurers on the new claim.
- Carried out research on workers compensation claims for the United States.
- Recorded new claims directly onto the AIG system that were received via documents and email.
- Keyed in accuracy, as well as detailed information into claim handling platform, generated a claim number and ensured the claim was segmented appropriately.
- Compared received documents with corresponding claim files to ensure accuracy.
Education
Master's - Business Administration
UNITAR
Bachelor's - Biomedical Science (Hons)
ASIA METROPOLITAN UNIVERSITY
Diploma - Pharmacy
ASIA METROPOLITAN UNIVERSITY
Malaysian Certificate of Education (SPM) -
SMK CONVENT BUKIT NANAS
Skills
- Microsoft Excel
- Microsoft Word
- Microsoft Power Point
- Google Docs
- Google Sheets
- Google Slides
- Canva
- Process improvement
- Team leadership
- Client relationship management
- Performance evaluation
- Positive attitude
- Leadership skills
- Decision making
- Creative thinking
- Time-management
Custom
- Lean Six Sigma- Black Belt certification
- Lean Six Sigma- Green Belt certification
Timeline
Business Development Executive
Thulija Technologies Sdn. Bhd
07.2025 - Current
Business & Operations Manager
LSS ACADEMY SDN BHD
02.2024 - 11.2024
Senior Quality Analyst (QA Sme)
BYTEDANCE PRECISION SDN. BHD.
03.2019 - 02.2024
Senior Business Process Analyst
AIG
02.2015 - 02.2019
Master's - Business Administration
UNITAR
Bachelor's - Biomedical Science (Hons)
ASIA METROPOLITAN UNIVERSITY
Diploma - Pharmacy
ASIA METROPOLITAN UNIVERSITY
Malaysian Certificate of Education (SPM) -
SMK CONVENT BUKIT NANAS