Visharad M.

Experience

• 

  Scicom MSC Berhad

  Feb 2004 - Aug 2007

  Project Manager

  ● Helped set up the following BPO solutions.GE Money: 60-seater for loan back-end processing from Singapore to Malaysia.Optus: 55-seater for managed ICT service for various Optus B2B customers.Singtel: 80-seater for broadband and fixed-line Singaporean Singtel support.F-Secure: 15-seater providing 2nd and 3rd tier tech support to 4 countries. Nokia: 35-seater for Nokia customer care and tech support in 18 EMEA countries.● Started as a Customer Service Executive.

• 

  Kasturi College (now Malvern House Academy Malaysia)

  Jan 2008 - Dec 2011

  Lecturer

  ● Conducted Conversational English, Public Speaking, Business English, Technical Writing, and IELTS training.

• 

  MagiqADs Sdn. Bhd.

  Feb 2011 - Jun 2013

  Business Development Manager

  ● Core management team for a startup specializing in 3D retail media.● Managed high-reach retail advertising campaigns for Puma, Sony, Energizer, and Microsoft.● Executed Media Inventory expansion of premier shopping malls, colleges, and cinemas.● Achieved RM300,000+ per annum revenue within 2 years.

• 

  Aetas Intellectual Property Solutions

  Jan 2013 - Jan 2018

  Head of Trademark Services

  ● Set up and operated an end-to-end trademark service department.● Developed previously untapped channel partnerships with Malaysian lawyers.● Increased trademark sales by 10X within 3 years.

• 

  Lithium Technologies

  Jun 2013 - Aug 2016

  Community Moderator

  ● Monitored participation in online forums and took appropriate steps to ensure a positive experience for all participants.● Extracted undocumented information and processes from onboarded clients and capture it on their new knowledge bases on Confluence.● Developed weekly or monthly reports that summarize activity in the community, provide meaningful analysis, and show progress against goals.● Advised and guided customer personnel on effective principles of online community management and moderation. Show less

• 

  PayPal

  Mar 2014 - Oct 2014

  Learning and Development Consultant

  ● Planned and implemented bespoke training engagement for 120 agents.● Achieved a performance increase of 40 NPS points over 3 months to hit targets.

• 

  Tenaga Nasional Berhad

  Mar 2015 - Aug 2015

  Learning & Development Consultant

  ● Deployed a bespoke training engagement for 200 agents.● Created the syllabus, conducted pre and post-training analysis, and created a continuous support group that increased knowledge retention by 20% as determined via testing.● Improved quality scores, adherence to schedule, attrition, and CSAT over 6 months.

• 

  ESW Capital

  Dec 2018 - Oct 2019

  Knowledge Architect

  ● Worked remotely with systems, product, client service, new business, technical, and management teams located in different time zones to support over 100 imported products.● Used ADDIE guidelines to convert technical information into training content with concise and engaging text, impactful multimedia (edited screenshots, recorded audio, and customized visuals), and iterative testing on the Articulate Rise platform.● Implemented Knowledge-Centered Service (KCS) methodology to capture existing product information, sales, and technical documentation and create knowledge base articles on Zendesk.● Refreshed imported knowledge base articles with tags and keywords to make search results more relevant and in line with the imported product’s knowledge hierarchy plan.● Designed and uploaded curricula into Docebo and TalentLMS LMS. Show less

• 

  Sirius Support

  Nov 2019 - now

  Principal Knowledge Consultant

  ● Granulated complex concepts into user-friendly material in the form of course content, knowledge base articles, product/technical documents, and policies on ZenDesk and Confluence.● Trained pre-sales teams processing global leads for proprietary services and SaaS tools.● Optimized new hire assessments by performing knowledge capture to discover gaps between client assessments and existing training, building course content with newly discovered information, and iteratively adapted the course with insights gleaned from monitoring every successive batch and its feedback. Successfully increased a client’s candidate selection rate from 40% to 96% within 1 month.● Consulted clients on transforming their platforms and processes.● Designed and uploaded curricula into Moodle LMS Show less