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
Similar Profiles
EDLYN R. SONEDLYN R. SON
Senior Software Test Engineer at ByteDanceSenior Software Test Engineer at ByteDance
Gerrid LandayanGerrid Landayan
Data Center Technician at BytedanceData Center Technician at Bytedance
NUR SUHAILAH BINTI SARUDDINNUR SUHAILAH BINTI SARUDDIN
Content moderator (APAC REGION) at BytedanceContent moderator (APAC REGION) at Bytedance
Maria LuengoMaria Luengo
Content Partner at BytedanceContent Partner at Bytedance
PHIRAVIN NAIRPHIRAVIN NAIR
Security Consultant at FIRMUS SDN BHDSecurity Consultant at FIRMUS SDN BHD