Visvam Visva Menon

Managed various type of operation such as Transport Services, Myassist Call Centre, MyEG General Enquiries Escalation Ops. Currently managing Level 1 Service Desk.

• Led performance reviews, identified areas for improvement.
• Coordinated cross-departmental collaboration for improved workflow.
• Piloted change management initiatives successfully improving organizational adaptability.
• Streamlined communication channels, enhanced internal information flow.
• Supervised project timelines for timely completion.
• Delegated tasks efficiently to maximize productivity.
• Enforced safety regulations to reduce workplace accidents.
• Boosted department efficiency by streamlining operational processes.
• Optimized resource allocation for increased profits.
• Implemented cost reduction measures, reduced overhead expenses.
• Facilitated staff training, resulting in better customer service.
• Drafted procedural statements and guidelines for company-wide use.
• Designed and implemented training to further develop staff based on business goals.
• Translated senior management directives into actionable front-line policies and implemented changes with staff.
• Led and managed administrative staff to maintain smooth daily operations.
• Coordinated hiring, recruitment and training strategies to build successful administrative team.
• Analyzed and resolved complex resource management issues for optimized scheduling.
• Maintained smooth-running business operations by delegating priorities to staff abilities.

After VSS failed to secured any job, started to become Full time Grab driver. same time run a tourism transport booth in hotel.

• Operated taxi service to take passengers around Kuala Lumpur.
• Interacted with customers pleasantly and professionally, delivering first-class care and service.
• Maintained vehicle cleanliness for a professional appearance.
• Demonstrated professionalism when dealing with clients, fostered positive relationships.
• Planned routes and schedules to achieve consistent service availability.
• Delivered outstanding customer care to clients, driving safely and responsibly to maintain customer comfort and security.

Company Overview: Banking Industry

• To provide support to the VP and Banking Operations processing teams, particularly in relation to project work
• Participate in projects with the Ops teams to ensure that they are delivered in accordance with the agreed scope, objective and timeline
• Support Program/Project Led to perform analysis, tracking and data compilation
• End-to-end involvement in Strategic Cost Management Program or other projects as defined
• Facilitate project teams in finding solutions on project issues and risks in the assigned business area
• Banking Industry
• Manage Payroll, finance, HR related matters under my VP consists of 225 staff
• Work together with AO Practitioner team on Mobile Solution for the sales team
• Conducting testing on a business initiative to introduce tablets for CC sales.
• Collaborated closely with the management team, implementing company-wide initiatives successfully.
• Streamlined workflow for smoother daily operations.
• Facilitated inter-departmental communication for seamless operations.
• Assumed responsibility during manager's absence, ensuring smooth functioning of all operations.
• Conducted regular staff training sessions to enhance skill sets.
• Boosted team morale with regular feedback and encouragement.
• Managed team performance, achieving high-quality output consistently.
• Drafted KPI reports to senior management with strategic recommendations.
• Enabled team growth, assisting with recruitment process from start to finish.
• Recorded and maintained staff paperwork, employee payroll and performance sheets.
• Streamlined processes to improve and optimise office operations.

Company Overview: Telecommunication

• Taking incoming telephone inquiries and complaints, troubleshooting and resolving customers' issues, and preparing end results for customers' cases
• Telecommunication
• Respond to customer queries and provided excellent customer service.
• Updated account information after customer calls for well-maintained data accuracy.
• Assisted in training new staff to ensure consistency in service delivery.
• Handled high volume calls whilst maintaining professionalism and composure.
• Escalated complex issues quickly to supervisors to avoid lost revenue.
• Delivered exceptional service to increase customer loyalty.
• Kept up-to-date with company policies, ensuring correct information was given at all times.
• Ensured minimal wait times by prioritising tasks effectively during peak hours.
• Improved customer satisfaction by addressing and resolving complaints swiftly.
• Managed difficult situations for positive outcomes.
• Performed administrative duties efficiently; this included managing schedules, organising files and drafting correspondence.