Saeshananthan Thanasegaran
Kuala Lumpur
Summary
Experienced professional leader with nearly 14 years of expertise in Project Management, certified in ITIL V3. Demonstrated success in managing and executing large-scale customer program implementations across three departments, impacting 270+ users and achieving 100% completion within one month. Highly process-oriented, with a focus on delivering results from ideation through to implementation. Skilled in customer support, incident and crisis management, and application processes. Additionally, gained extensive experience in content moderation, having worked with Google Malaysia's Global Trust and Safety team to review highly sensitive images and video content involving minors
Overview
11
11
years of professional experience
1
1
Certification
Work History
Customer Service Specialist
Johnson & Johnson
04.2023 - Current
- Led a team of 6, setting and monitoring KPIs to ensure performance aligned with project goals. Provided regular progress reports to senior management and addressed project roadblocks with effective workarounds to maintain progress and minimize delays.
- Responsible in ensuring customer’s satisfaction through effective management of the customer order processing function
- Accountable for timely response to Development/Sales team inquiries and resolving Order to Cash (OTC) process issues
- Plan, co-ordinate and control the activities of the customer service team and to maintain and enhance customer relationships and in order to meet the organizational and operational objectives
- Required to actively support the efficient and compliant execution of all tendering activities in accordance with public procurement standards and regulations and track their status and execution ensuring alignment to project deadlines
- Ensuring the day-to-day order management activities are executed flawlessly and timely
- Collects data and prepares routine reports for management review
- Monitor Order to Cash process related activities for compliance to business procedures and workflows
- Works closely with Commercial partners to measure customer satisfaction relating to ordering process and delivery arrangement
- Collates and ensures proper documentation within the tendering and contract process
- Actively notify management on the changing needs and recommends process changes to accommodate customer requirements
- Responds to and resolves complex customer complaints
- Work with 3PL/4PL to ensure service and order deliver on time to customers and collaborate on specific projects or initiatives to support business growth or process improvements
- Ensure Customer Service activities are aligned with the total Supply Chain strategies
- Participate actively in alignment and adherent to business objectives, policies and procedures
Change Manager
Petronas Digital Sdn Bhd
11.2022 - 04.2023
- Overseeing and involve in any change management projects, including the researching, implementation and assessment from start to finish
- Managing the communications and views internally
- Having an understanding of the objectives and being able to project these in the classes
- Understanding sales initiatives and prospects, being involved in internal sales meetings
- Ensuring project goals are met and executed by working with numerous internal resources
- Long term relationship building with both clients and colleagues
- Ability to acknowledge and address any client issues and resolve these with the intent of exceeding client expectation
- Helping with and leading on any colleague engagement programs to do with internal change management
- Identifying suitable communication strategies and building on these, reviewing the plans and delivering reports to the executives
Advisor 1, Customer Experience Professional-Abbott Diabetes
Concentrix CVG Malaysia
11.2021 - 11.2022
- Company Overview: Concentrix is an IT company providing technology solutions to clients worldwide with it’s HQ based in Fremont, California
- Provide premium customer support to Healthcare Client based clientele
- This support is provided by either phone or email, which includes direct contact with Healthcare Client, its customers and their support partners
- Provide primarily customer service based phone support to Healthcare Client customers
- Activate and engage with client/customer whilst providing accurate information of customer’s issue at hand
- Accurately record and update customers’ cases into Healthcare Client’s CRM and trackers following appropriate processes
- Provide accurate and understandable information to all customers and support partners
- Ensure customer issues and/or complaints are either addressed or escalated to the appropriate level, whilst ensuring follow through in all cases
- Ensure all follow ups are done in a timely manner
- Ensure all SLA’s are met appropriately
- Maintain high level of customer satisfaction whilst maintain a professional manner
- Be familiar with all policy, processes, and product knowledge & escalation paths
- Concentrix is an IT company providing technology solutions to clients worldwide with it’s HQ based in Fremont, California
Business Process Delivery Analyst
Accenture
11.2019 - 10.2021
- Process and review content at second level post the reviews are flagged for sensitive content and violations of policies
- Sensitive content such as child pornography images and videos.
- Complies with all client published policies and procedures and any legal and regulatory requirements that the company is obliged to adhere to.
- Demonstrates speed, agility, critical-thinking, and problem-solving skills in their work and a ability to ramp up quickly
- Ensures all work is performed in accordance with SLAs as defined by the client policies and procedures
- Ability to review sensitive content and take sufficient wellness care for myself and the team required.
- Validate, investigate and respond to inquiries of an urgent or sensitive nature within established guidelines.
- Ability to collaborate, contribute and deliver to team goals
- Content Review on social media platforms and will be responsible to investigate fraudulent profiles and help safeguard business organizations' global customer base.
- Based on the feedback, review related content and take required action as per policy guidelines
- Review and filter content in social media to ensure a safe and fun online experience.
Change Manager
Symphony HRS Sdn.Bhd.
12.2014 - 05.2015
- Complete change management assessments
- Identify, analyze, prepare risk mitigation tactics and manage anticipated resistance Consult and coach managers, supervisors and project teams.
- Plan, sponsor roadmap, coaching plan, training plan, resistance management plan. Support organizational design and definition of roles and responsibilities
- Manage stakeholders, support change management team and coordinate efforts with other specialists.
- Evaluate and ensure user readiness
- Integrate change management activities into project plan and track and report issues
- Define and measure success metrics and monitor change progress and change portfolio
Change Manager
Hewlett-Packard Multimedia Sdn.Bhd.
10.2013 - 12.2014
- Apply a structured methodology and lead change management activities. Assess, create, and complete change management assessments and also change impact.
- Identify, analyze and prepare risk mitigation tactics. Identify and manage anticipated resistance.
- Create actionable deliverables for the five change management levers: communications plan, sponsor roadmap, coaching plan, training plan, and resistance management plan.
- Support communication efforts training efforts and engage senior leaders Coordinate efforts with other specialists.
- Integrate change management activities into project plans. Consult, coach project teams, managers and supervisors.
- Interact with higher management and gain knowledge in leadership skills.
Education
Degree - Business IT
APIIT University College
01.2006
Advance Diploma - IT
FTMS College Kuala Lumpur
01.2002
Advance Diploma - IT
Informatics College
01.2001
Skills
- Leadership
- Customer relationship management
- Collaboration
- Strong Work Ethic
- Time Management
- Critical Thinking
- Customer service
- Customer relations
- Adaptability
Certification
- ITIL V3
- Certified Recovery Support Coach
Languages
English
Bahasa Malaysia
Expertise
Informix, Oracle, MS SQL, Windows, Linux, AIX, 4GL, Unix scripting, Python Scripting, C++, Visual Basic, SAN Storage, VMware, HP Application Lifecycle Management (ver 11.00), Agile Manager
Reference
Available upon request
Additional Information
Additional Experiences gained over the years:
Century Software Malaysia Sdn. Bhd. (April 2012- April 2013)
British American Tobacco (M) Berhad, Bukit Jalil (June 2007 – March2009)
Century Software Malaysia Sdn. Bhd. (April 2012- April 2013)
System Engineer
System Engineer / Change Management Specialist
British American Tobacco (M) Berhad, Bukit Jalil (June 2007 – March2009)
Incident Management Analyst
Timeline
Customer Service Specialist
Johnson & Johnson
04.2023 - Current
Change Manager
Petronas Digital Sdn Bhd
11.2022 - 04.2023
Advisor 1, Customer Experience Professional-Abbott Diabetes
Concentrix CVG Malaysia
11.2021 - 11.2022
Business Process Delivery Analyst
Accenture
11.2019 - 10.2021
Change Manager
Symphony HRS Sdn.Bhd.
12.2014 - 05.2015
Change Manager
Hewlett-Packard Multimedia Sdn.Bhd.
10.2013 - 12.2014
Advance Diploma - IT
FTMS College Kuala Lumpur
Advance Diploma - IT
Informatics College
Degree - Business IT
APIIT University College
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