Someshvarman Jayabalan

Experience

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  SRG Asia Pacific Sdn Bhd

  Sept 2007 - Sept 2015

  Managed a workforce of over 200 employees, 4 Senior Executives and 24 Team Leaders across 3 different significant sites, specializing in the Telecommunications, Insurance and Telesurvey industry. Key competencies in Customer Service and Call Centre Management for Inbound, Telemarketing and Telesurveying.▪ Driving Results, Quality and Productivity through LEAN Six Sigma methods. Efficiency gains through data analysis& system integration▪ Understanding the SWOT Analysis of the team and individuals – Strengths, Weaknesses, Opportunities and Threats. Work approach based on LEAN methodology of DMAIC.▪ Identifying and focusing on the Widely Important Goals (WIG), LAG and LEAD Measures of the account.▪ Managed &rolled-out all new expansion within scope for the existing team and provided client with areas of improvement to maximize ROI▪ Produced detailed monthly KPI reports for the perusal of senior management that outlined team achievements, improvements, data trending and etc. ▪ Operational and Management oversight over the following teams :◦ Contact Centre - Handling over 200 contacts a month covering all aspects of liaison with HR, Payroll, Benefits, Contracts and etc.◦ Recruitment and Talent Acquisition Administration – Sourcing talents, handling background checks&conducting interviews◦ Customer Advocacy - Handling all escalations, root cause analysis, process improvements, Voice of Customer & Front-liners analysis and trending, etc.◦ Client Advocacy and Engagement– Managing Service Levels, calls answered vs forecast, abandoned rates, Sales Revenue and Targets (TARP), Average Handling Time (AHT), headcount requirements and projection, contractual KPIs , deliverables, cost and attritions.◦ Total Quality Management – responsible to ensure all contractual KPIs primarily on quality elements such as Net Promoter Score (NPS), Customer Satisfaction Index (CSI), First Call Resolution (FCR) and overall Quality Assurance Scores are met Show less ▪ Scope of work includes managing and leading independent accounts, and multiple teams/processes and be directly responsible to business partners in terms of delivering all aspects of service expectations.▪ Direct oversight of 14 Team Leaders and accountability over the Service Levels, Abandoned Rate, Calls Answered, Absenteeism, Attrition, Touch Point NPS, CSI, FCR and employee satisfactions.▪ Management of a combination of hybrid ‘Managed’ and Non-Managed’ accounts with various business partners/stakeholders ▪ Managing relationships with business partners and ensure successful delivery of scope of services as per the agreed standard operating procedures ▪ Effectively interacts with HR, Quality, Learning and Development, Business Partners and other functional groups and ensures that local issues are taken into account when forming processes, strategies and companywide policies▪ Ensure monthly KPIs are achieved for the managed accounts and customer deliverables are met in accordance with agreed contracts▪ Produced detailed monthly KPI reports for the perusal of senior management that outlined team achievements, improvements, etc. ▪ Double-hatted as Project Manager/Operations Manager for the expansion of work based on business needs and new client accounts involving Inbound, Telemarketing and Telesurveying projects.▪ In collaboration with the different work streams - part of scope includes defining and establishing standard work procedures and implementation, company wide Show less Team Leader▪ Responsible to manage a team of approximately 15- 20 front-liners to answer inbound calls while also seeking the opportunity to perform and upselling and cross-selling▪ Coached and appraised Customer Service Professionals (CSP) Agents on their daily tasks with particular emphasis on Call Centre processes and systems, and achievement of individual and departmental KPIs.▪ Jointly develop and co-ordinate training sessions with Training Department and whenever necessary, conduct training sessions as well▪ Identify the Training Needs Analysis of all front-liners while understanding the team’s SWOT (Strength, Weakness, Opportunities & Threats) for continuous improvement▪ Integrate a well working coaching method which drives improved results and effectiveness in a consistent and systematic approach▪ Worked closely with the IT team to leverage technology to automate processes as well as formulate backup plans in times of outages. ▪ Conducted root cause analysis and chaired weekly meetings on process improvements with the client to ensure all parties were up to date on activities of the centre▪ Established and maintained strong relationships with colleagues and management, fostering the collaboration needed to work effectively across the organization to achieve objectives▪ Provided unsurpassed service recovery support to customers and internal stakeholders by providing efficient end to end root cause analysis and detailed escalation assistance in a professional, courteous and timely manner▪ Call Quality Monitoring on a daily basis and weekly calibrations with client’s and Total Quality Management Team. Call monitoring involves side-by-side and remote monitoring up to 5 to 10 calls on a daily basis.▪ Manage all escalations from front-liners involving calls from difficult customers and cases escalations to provide resolution, alternative and/or further escalation to the responsible stakeholders. Show less ▪ Part of a centralized inbound team managing 1st level calls, complaints handling, technical troubleshooting involving Telecommunication devices, mobile devices, internet modems, desktop PC, laptop and router settings▪ Provided unsurpassed service recovery support to customers and internal stakeholders by providing efficient end to end root cause analysis and claims processing assistance in a professional, courteous and timely manner▪ Explaining and raising waivers for billing inquiries and disputes. Taking responsibility in ensuring end to end service delivery to customers via case and call escalations to 2nd level▪ Act as Subject Matter Experts and assist Team Leaders in 2nd level escalations when required▪ Provided helpdesk assistance for network related calls▪ Perform Upselling and Cross-Selling to increase sales revenue and market client’s products and services▪ Register, update and maintain all customer communications and interactions into dedicated system▪ Attempt to persuade customer to reconsider cancellation through customer retention programs▪ Submit daily feedback on activities to immediate supervisor.▪ Act as an ambassador for client’s and service provider. Participate in roadshows and events meeting customers face to face Show less

  • Operations Manager – Contact Centre Operations

    Mar 2014 - Sept 2015

  • Assistant Manager/ Senior Executive

    Mar 2011 - Feb 2014

  • Team Leader and Trainer – Contact Centre Operations

    Aug 2008 - Feb 2011

  • Customer Service Professional

    Sept 2007 - Jul 2008
• 

  SuperChampZ - The Academy of Champions

  Jan 2016 - Feb 2016

  Call Center Manager – Customer Relations and Experience Unit

  Responsible to develop, launch and implement a full-fledged call center which serves customers all across the Asian Region from Peninsular Malaysia, Sabah&Sarawak, Brunei, Singapore, Thailand, China, Philippines and etc. Key responsibilities include overseeing team that receives and optimizes bookings of training events from various multiple running digital campaigns, social medias and make recommendations to increase quantity and quality of leads through enhancements and new initiatives. Contribution of the new call center is to provide report and intelligence to the business unit while performing outstanding marketing and sales oriented work modules.▪ Identifying the strength and weakness of the business via SWOT analysis with integrated Six Sigma approach. Providing comparative study and needs analysis for the Small Medium Enterprise business in line with the required People, Process and Technology approach.▪ Provide intelligence and advice regarding call center requirements and contribution in line with business needs▪ Plan and manage with in hand available resources such as basic PABX and Microsoft Office tools to setup and start inbound and outbound capabilities with effective process and procedures in a day to day business practices▪ Identify workforce via recruitment and training based on the call complexity and nature of calls – inbound or outbound▪ Create training modules, call scripts, call flows and call escalations for Inbound and Outbound calls including the framework for Up-sell and Cross-sell▪ Create processes to simply business solutions with LEAN Six Sigma approach of DMAIC and 5S in order to maximize sales profit with limited/available resources within limited timeframe Show less

• 

  SAP

  Aug 2017 - now

  Global Support Manager