Kumaresan Krishnan
Senior Team Leader
Kuala Lumpur
Summary
Strong background in operations management with proven ability to develop a team which contributes results whilst at the same time being engaged. Excellent time management and fast learner with strong adaptation into a new environment.
Overview
14
14
years of professional experience
4
4
years of post-secondary education
2
2
Languages
Work History
Senior Team Leader, SG Corporate Servicing
American Express Malaysia
2 2023 - Current
- Set clear team goals, arranged trainings, provided regular coaching which saw an improvement of 10% improvement to metrics such as CSAT and AHT within 6 months.
- Communicated KPIs outlined in annual plan to ensure team is clear of overall direction and hear feedback if any opportunities identified.
- Focused on individual growth to improve skills and identify short / long term career goals building trust of team members on their career growth.
- Identifying process opportunities, engaging stakeholders and implementing improvements to drive Customer Satisfaction whilst staying compliant to regulatory requirements.
- Building Engagement Plan with Rewards & Recognition to drive team member motivation and successfully achieved Year on Year positive results for Employee Satisfaction.
Senior Team Leader, ANZ Merchant Servicing
American Express Malaysia
11.2017 - 02.2023
- Managing the a team of Business Relationship Consultants receiving inbound Merchant based in ANZ such as payment reconciliation, maintenance, new location setup, terminal setup, disputes and others.
- Achieved Year on Year improvement on Customer Satisfaction scores whilst at the same time ensuring Stakeholder such as ACR, CHT & SLA are met (ACR, CHT, SLA)
- Driving engagement within team with improvement on Employee Satisfaction based on Colleague Employment Survey year on year.
- Leading company level engagement workstream to drive positive colleague experience during pandemic year. Successfully led project to deliver "Thank You" boxes to 1,200 colleagues.
Centralized Client Manager
American Express Malaysia
04.2016 - 11.2017
- Managing a portfolio of Small Merchant's for the AU market by driving marketing opportunity, discussing growth opportunity and sharing value of Amex to business acceptance
- Being a point of escalation for technical and non-technical matters relating to merchant account to ensure Amex acceptance is not impacted
- Achieved Positive NPS by maintaining healthy contact through out the year and sharing tailored business insights to uncover new business opportunities
Professional Indemnity Insurance Officer
Malaysian Bar Council
08.2014 - 04.2016
- Assisting Bar Members in PII related matters including executing approved actions that has been discussed in PII meetings
- Arranging Risk Management workshops through out Malaysia for Law Practitioners to improve their understanding on Risk Aversion.
Subject Matter Expert
American Express Malaysia
07.2010 - 08.2014
- Team Process Expert for the inbound ANZ Merchant Servicing team in ensuring process is followed and also assisting in ensuring team results are being met
- Partnering with Global Projects team in process improvements identified and assisting in process flow requirements
- Handling daily escalation calls for the whole ANZ team.
Education
Bachelor of Law -
University of London
06.2008 - 05.2012
Skills
- Team Development
- Customer Focus
- Strategic Planning
- Quality Improvement
- Mentoring
- Problem-Solving
- Attention to Detail
- Performance Improvement
- Call Center Operations
- Coaching and Mentoring
- People Management
Timeline
Senior Team Leader, ANZ Merchant Servicing
American Express Malaysia
11.2017 - 02.2023
Centralized Client Manager
American Express Malaysia
04.2016 - 11.2017
Professional Indemnity Insurance Officer
Malaysian Bar Council
08.2014 - 04.2016
Subject Matter Expert
American Express Malaysia
07.2010 - 08.2014
Bachelor of Law -
University of London
06.2008 - 05.2012
Senior Team Leader, SG Corporate Servicing
American Express Malaysia
2 2023 - Current
Similar Profiles
Charissa LimCharissa Lim
New Partnership Specialist at American Express MalaysiaNew Partnership Specialist at American Express Malaysia
Jessica Ann SelvadoraiJessica Ann Selvadorai
Executive Correspondent (Service Recovery Team) at American Express Malaysia Sdn BhdExecutive Correspondent (Service Recovery Team) at American Express Malaysia Sdn Bhd
Jayamangalamrajalashme KaruppiahJayamangalamrajalashme Karuppiah
Customer Care Professional (SG) at American Express (Malaysia) Sdn BhdCustomer Care Professional (SG) at American Express (Malaysia) Sdn Bhd