Victor Rajavel S/O V Munusamy

• To Own, drive and Manage AWS Business for TM One. Lead Cloud Center of Excellence and develop TM One employees to be able to deliver AWS Solutions for customers and develop own products based on building blocks provided by AWS

Achievements

• Set up and managed AWS Cloud Center of Excellence to develop skills sets and artefacts needed for customer proposals and AWS Business for TM One:
• Landing Zone
• Migrations
• Completed AWS Business Case Acceleration for FSI client in 3 months for Core Insurance Systems migration to AWS Cloud.
• Completed development of process and business models for AWS business in TM ONE (Group covering 2 countries)

• To Own, drive and be responsible for Sales and Revenue delivery for Strategic TM Accounts in terms of Sales, Strategic Engagements and Account Management overall. To drive new demand creation programs for TM Enterprise biggest and key customers in vertical flavours. Targets specific sales opportunities in collaboration with Business Units. Develops value conceptualization from the customer’s perspective i.e. Strategic and Vertical Business Technology, Human Resource and Operations view point. Develop the business case, TCO, ROI analysis and business solution for the customers. Engages with the customers C-level to articulate the value propositions. Build and drive the GTM for Cloud adjacent solutions and services eg SAP PMC and PaaS, Migration, landing zone and professional services. Main goal is to achieve MSP status by March 20201.

Achievements

• Developed and implemented Strategy to enable delivery of revenue targets for 13 top TM Group Accounts.
• Pitched and enabled signing of Digital MOU for Malaysia’s largest Oil and Gas client with demand totalling RM800 Million over 5 years
• Secured by way of collaboration: Next Generation network solution for National oil company retail stations worth RM118 Million over 7 years
• Succesful Collaboration Pitch for Postal Services Company. Awarded RM100 + Million Switch Upgrade project.
• Increased revenue of More than 24% by working hand in hand with Vertical Team for Oil and Gas industry as a whole due to strategic engagements and planning.
• Develop yearly funnel for Utility Company. Ongoing annual business plans with IT Organisation:
• Developing asset digitalisation solution of Energy Utility assets (SCADA and Exchange Sensor Development)
• Developed 2 Lighthouse accounts in Energy and Utility.
• Developed Digital Port Solutions for Port utility company.
• Developed and pitched solution for non revenue water for Water Utility Company.
• Onboarded AWS as a partner and developed funnel worth RM300+ Million by working closely with hyperscaler. Funnel validation and pursuit ongoing.

• To drive new demand creation programs for Managed Accounts biggest and key customers. Targets specific sales opportunities in collaboration with Business Units. Develops value conceptualization from the customer’s perspective i.e. Strategic, Business, Technology, Human Resource and Operations view point. Develops the business case, TCO, ROI analysis and business solution for the customers. Engages with the customers C-level to articulate the value propositions. Main goal is to achieve strategic collaboration to enable bypass of conventional buying process to direct award of specific deliverables identified under collaboration scope and to build relationship with C Suite with implementation of TM Executive Roundtable sessions.

Achievements

• Creation of collaborated opportunities for TM within the Energy Utility provider for TM within the next 10 years by Startegic engagements and C – Level Collaborations.
• POC for Geocoding Exercise for Malaysia’s Energy Utility provider for Smart Meter Implementations.
• POC for Industry 4.0 / Digital Plant Solution for Largest South East Asia Refinery.
• Strategy and Engagements for RM18.2 Million Switches and routers deal with Energy Utility Provider.
• Built funnel worth well above RM1 Billion and achieved strategic collaboration with National Utility Company on National Fiberisation Plan.

• Sales and Solutioning for Customers across the markets for Integrated BPO Solutions.
• Achievements
• Won strategic acquisition of COMOS, Malaysia’s first electric car program for contact center solutions
• Won Sepang International MOTOGP Superbike Contest for 2014

• Headed all aspects of Operation including Finance (PnL) Client Advocacy, Work Force Management and Service Delivery for 11 external Clients.
• Achievements
• Improved Revenue Performance by 149% by effective client engagement and business development activities.
• Procured new client within group for existing retail customer.
• Malaysia’s first ISO 9001/2008 for Retail Sector in November 2013.

• Managing development of new products and services for business process outsourcing including creation of new business models, new business developments, tender submissions and pre sales as and when necessary.
• Achievements
• Improved training efficiency without compromising quality. Reduced training days with combined Prepaid and Postpaid from 23 days to 7 days. Awarded Improvement of the Year 2006.
• Improved quality scores from 90% to above 95% for the Celcom Contact Centre within 3 months by deploying various campaigns and strategies
• By using 6 Sigma Methodologies, improved quality standards to 97% accuracy within 3 months of Six Sigma Training.
• Increased efficiency by 30% within Quality Department in 2 months In 2006
• Developed, designed and implemented Knowledge Base for Celcom Project using HTML within 3 months in 2007.
• Developed, designed and implemented SMS Survey System for Celcom Project.
• Runner Up of 2009 Geko Awards – 2nd placing global.
• Awarded Visionary Knowledge Leadership Award 2009.

• Review existing business processes in the division, identify process improvement opportunities, project management, product design and implementation of new systems, process and services.
• List of Projects
• Project Manager of improvement of Rightfax windows based fax software.
• Project Manager for Project Shrek – OTA engine for handset settings (WDS Global)
• Project Manager for Customer Confidentiality Project for Customer Services.
• Project Manager for WDS Mini Tutorial and Bulk Provisioning.(WDS Global)
• Project Manager for ANT (Automatic Network Trigger) (WDS Global)
• Project Team Member and Tender Committee for INMS Project.
• Project Manager for Mobile Data Kiosk (Internal Website for Data Helpdesk)
• Achievements
• Conducted analysis and proposed for revamp of IVR and introduction of new services on the internet (PUK Unblock) resulting in 80% reduction in calls relating to unbilled amount and 30% in calls relating to PUK Unblock and settings via IVR, first in South East Asia.
• Project Shrek and ANT (Automatic Set up of GPRS/MMS phones). Reduce talk times by 15 minutes for set up of GPRS/MMS phones coming into the contact center by introducing automatic set up of phones via OTA.
• ID Management System improved and standardized access for all staff based on job profiles. Improved SLA to creation of IDs from 2 weeks to within 24 hours. No more loss of documentation and creates automatic filing system for access granting.
• Set up of Data Kiosk providing vital information on Mobile Data products. Improved SLA to customers in terms of information delivery (Frontline) and service levels (Data Helpdesk).
• Designed and Implemented Automatic Network Trigger. First successful launch of service setting provisioning system in Malaysia. Provisioning 20K customers per day. First billing system based deployment in Asia.

• Development and Training of Maxis process and systems to all frontline operations. Implementation of New Systems and Processes to Maxis Customer Services Division.
• Achievements
• Developed and Finalised, Maxis Center Training Curriculum for New Recruits joining Maxis Walk-in Service Centers (2000, April). Signed off by all Regional Heads and Heads of Departments.
• Developed and Finalised Training Curriculum for Maxis Contact Center. (March, 2001) Signed off by Head of Department
• Developed and Finalised System Training for In house applications such as CAM, Cashdrawer and Order Management System.
• Finalised Training Approach and Proposal For Enterprise Wide Customer Relationship Management (CRM), CMSS, Maxis Mobile Sdn Bhd. Also elected as Lead Trainer for the Project, leading a team of 11 Trainers. CRM application by Clarify and Project Management by CGEY. Completed Training for 950 staff on the CRM application (Completed in June 15, 2001)
• Project Team member for Phase II CRM rollout (Computer Telephony Interface and also Clear Sales) and Lead Trainer.
• Awarded Senior Management Performance Award 2001 for CRM roll out and training.
• Designed and developed Mobile Data Training for Customer Services Division for GPRS and other Data related products.
• Spot Award Recepient for Year 2002.
• Department Award for 2003

• Contact Centre Consultant, providing services over the telephone for Inbound Contact Center.
• Ad Hoc Duties:
• Commitee Member Of Customer Services Electronic Newsletter.
• Member Of GSM Process Improvement Team For Maxis To Further Improve On Customer Feedback.
• Conducted Survey On Leadership For Customer Services And Performance Management System.
• Call Center Teambuilding Commitee Member.
• Conducted ESS (Employee Satisfaction Survey) For Call Center.
• Conducted Buddy Training for every intake of new staff from 1997-1999

• Telemarketing and Programme Management for Inhouse and External Training programmes marketed by the company.

• Telemarketing and Programme Management for Inhouse and External Training programmes marketed by the company.
• Achievements
• Carried Out Market Needs Analysis For Construction Project Management Course Through Telephone Survey, Submitted And Drew New Schedule For The Course Which Improved Intake By 60% and Allowed Nation Wide Participation Of Students For The 14th Intake.