Kevena Rajasegaran
Senior Specialist - Training And Quality
Kuala Lumpur,Wilayah Persekutuan Kuala Lumpur
Summary
Detail-oriented and results-driven Senior Quality and Trainer Specialist with a strong foundation in customer service and administrative support. Over 3 years of experience in driving quality excellence, designing and delivering impactful training programs, and enhancing team performance through targeted coaching and feedback. Proven ability to bridge quality standards with real-world execution, ensuring compliance, consistency, and customer satisfaction. Adept at managing cross-functional communication, analyzing performance metrics, and creating process improvements that deliver measurable results. Recognized for a hands-on approach, strong interpersonal skills, and a passion for empowering teams to exceed expectations.
Overview
12
12
years of professional experience
6
6
years of post-secondary education
Work History
Senior Specialist - Training and Quality
Bytedance
03.2022 - Current
- Act as the 2nd line quality auditor to check BPO vendor's quality result and ensure overall monetization security
- Execute both quantitative and qualitative analyses of data and trends to proactively deliver insights, define goals, and drive improvements
- Work closely & hand in hand with other departments to respond immediately to relevant quality-related needs
- Participate in quality calibrations with BPO vendor teams to continuously drive their policy understanding and quality result
- Participate in the development of quality inspection standards and continuously optimize the process and system platform
- Facilitated development cycle of new policies, defining appropriate standards to secure quality readiness
- Oversea quality project to ensure quality improvement of moderators
- Develop and deliver training programs focused on quality standards, compliance, policies, procedures, and best practices.
- Coaching and working on refreshers test whilst endearing to deadlines.
- Facilitate refresher training sessions to address knowledge gaps or process updates.
- Support quality improvement projects and initiatives by promoting a culture of continuous learning and accountability.
Customer Service Representative
Concentrix
08.2020 - 03.2022
- Respond to customer emails regarding product issues, order status, returns, refunds, and troubleshooting for Oculus devices.
- Provide step-by-step guidance for headset setup, account linking, app installations, and firmware updates.
- Document interactions and resolutions in the CRM system with accuracy and professionalism.
- Collaborate with technical teams to escalate complex issues or bugs.
- Assist users with digital content, subscriptions, and store-related queries (Oculus Store / Meta Quest Store).
- Stay up to date on product updates, known issues, and standard troubleshooting processes.
- Deliver a high level of customer satisfaction by maintaining tone, clarity, and empathy in all written communication.
Personal Assistant
Grace Resource
10.2018 - 03.2020
- Manage calendars, schedule meetings, and coordinate appointments.
- Handle incoming communications including emails, phone calls, and messages, ensuring timely responses.
- Prepare reports, documents, presentations, and other materials as required.
- Make travel arrangements including flights, accommodations, and itineraries.
- Organize and maintain files, both digital and physical, for easy access and confidentiality.
- Run errands, manage household tasks (if applicable), and assist with personal tasks as needed.
- Liaise with internal teams and external contacts on behalf of the executive.
- Monitor deadlines and follow up on action items to ensure timely completion.
- Support event planning, meetings, and logistics coordination.
- Exercise discretion in handling confidential or sensitive information.
- Improved stakeholder communication, crafted and distributed concise briefing materials for executive presentations.
Customer Service Representative
Agoda
12.2017 - 06.2018
- Handle customer queries related to hotel bookings, cancellations, modifications, and refund requests via phone and email.
- Provide accurate information regarding hotel amenities, booking policies, promotions, and availability.
- Resolve customer concerns promptly and professionally, escalating complex issues when necessary.
- Maintain detailed and accurate records of customer interactions in CRM systems.
- Coordinate with partner hotels to confirm bookings, process special requests, or address complaints.
- Meet performance metrics such as response time, first-contact resolution, customer satisfaction, and call/email quality.
- Stay up to date with company policies, hotel partners, and booking procedures.
- Handle peak periods with a calm, customer-focused attitude while maintaining service quality
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Bar Manager
Home and Away
08.2015 - 10.2017
- Manage daily bar operations, ensuring smooth service and a positive guest experience.
- Hire, train, and supervise bartenders and bar support staff.
- Create and maintain an innovative and profitable beverage menu, including cocktails, wines, and specials.
- Monitor inventory levels and oversee ordering, stocking, and waste control.
- Ensure compliance with licensing laws, health and safety standards, and alcohol service regulations.
- Handle customer complaints and resolve issues in a professional and timely manner.
- Track bar revenue, manage budgets, and implement cost control measures.
- Coordinate with kitchen and front-of-house teams to ensure seamless operations.
- Plan and execute bar events, promotions, and theme nights to boost sales.
- Maintain cleanliness and organization of the bar area and equipment.
- Managed financial aspects of the business, including budgeting, forecasting, and reporting.
- Increased revenue with creative marketing initiatives and promotional events.
Cabin Crew Member
Silkair
06.2013 - 06.2015
- Greet and assist passengers during boarding and disembarkation.
- Conduct pre-flight safety checks and ensure all safety equipment is functional.
- Deliver safety demonstrations and brief passengers on emergency procedures.
- Provide excellent customer service by attending to passenger needs, including meal and beverage service.
- Handle in-flight sales and promotions, including duty-free products.
- Respond to passenger inquiries, special requests, and medical or emergency situations.
- Monitor cabin cleanliness, stock supplies, and report any issues to the flight deck or ground team.
- Maintain high standards of personal grooming and appearance in line with airline guidelines.
- Ensure compliance with aviation regulations, safety protocols, and airline policies.
- Work collaboratively with the cabin crew team and flight crew for smooth operations.
- Managed challenging situations calmly and professionally, such as handling unruly passengers or addressing flight delays.
- Improved teamwork among crew members by actively participating in debriefings and sharing constructive feedback after each flight.
Education
Diploma of Higher Education - Diploma in Business (Online Studies)
INTI University
Subang Jaya 10.2024 - Current
Korean- Beginner: Language (Korean) - Korean Language
ICLS
Kuala Lumpur 06.2023 - 01.2024
SPM : (O-levels) -
SMK Tengku Ampuan Rahimah
Klang 01.2007 - 12.2011
Skills
- Proficient in Microsoft Excel, including pivot tables, VLOOKUP, and advanced formulas
- Skilled in Excel for data analysis, reporting, and automation
- Experienced in Microsoft Excel, with a focus on data visualization and spreadsheet optimization Excel power user with a knack for turning raw data into actionable insights
- Able to build efficient, scalable Excel solutions for quality tracking and reporting
- Strong command of Excel tools to streamline workflows and boost productivity Proficient in KYC processes and regulatory compliance requirements
- Strong working knowledge of KYC documentation, onboarding, and due diligence procedures
- Experienced in end-to-end KYC workflows for both individual and corporate clients
- Track record of improving product/service quality through structured root cause analysis and stakeholder collaboration
Education
other,other
Timeline
Diploma of Higher Education - Diploma in Business (Online Studies)
INTI University
10.2024 - Current
Korean- Beginner: Language (Korean) - Korean Language
ICLS
06.2023 - 01.2024
Senior Specialist - Training and Quality
Bytedance
03.2022 - Current
Customer Service Representative
Concentrix
08.2020 - 03.2022
Personal Assistant
Grace Resource
10.2018 - 03.2020
Customer Service Representative
Agoda
12.2017 - 06.2018
Bar Manager
Home and Away
08.2015 - 10.2017
Cabin Crew Member
Silkair
06.2013 - 06.2015
SPM : (O-levels) -
SMK Tengku Ampuan Rahimah
01.2007 - 12.2011
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