SHALINI KUMARI
QUALITY ASSURANCE SPECIALIST
Summary
Detail-oriented professional with exceptional communication and project management skills, adept at navigating fast-paced environments while managing multiple tasks. Proven track record of proactively identifying and addressing issues, with a strong focus on optimizing processes to enhance team performance. Recognized for a collaborative approach that supports team objectives and drives successful project outcomes. Committed to delivering high-quality results through strategic planning and meticulous execution.
Overview
13
13
years of professional experience
Work History
Service Quality Executive / Trainer
C&W Services (S) Pte. Ltd
05.2024 - 06.2025
- Designed and delivered comprehensive training programs for contact center agents on SMRT customer support procedures, improving compliance with service standards.
- Audited service incidents, customer emails, and voice logs to identify quality gaps and ensure alignment with KPIs and operational benchmarks.
- Provided real-time feedback and conducted structured coaching sessions, resulting in a 15% improvement in overall agent performance metrics.
- Led mock call evaluations and readiness assessments for new hires to ensure training effectiveness and operational preparedness.
- Updated and maintained the internal knowledge base and SOPs to enhance service consistency across all team members.
- Collaborated with operations and contact centre leadership to implement process improvements for team.
- Coordinated internal training programs on quality-related topics, enhancing employee knowledge and skills.
Quality Assurance Executive
AS White Global SDN BHD
06.2020 - 04.2024
- Reviewed and evaluated case manager and stakeholder interactions against defined service quality standards to ensure compliance and performance consistency.
- Coached junior team members through peer reviews, providing actionable feedback based on key performance attributes.
- Prepared detailed weekly and monthly quality assurance reports for multiple business units highlighting on trends, gaps and opportunities for service improvement.
- Facilitated external calibration sessions to review random call interactions on a monthly rotation aligning quality standards across teams.
- Organized and managed team engagement initiatives, including virtual activities and in-person gatherings to enhance team collaboration and morale.
- Redesigned and implemented evaluation form for new business unit as part of Continuous Improvement project, enhancing accuracy and consistency in performance assessments.
Claims Processor
AS White Global SDN BHD
10.2019 - 06.2020
- Processed injured worker claims and coordinated disbursements to vendors and claimants based on verified invoices and receipts.
- Utilized specialized software to process incoming claims, enter data and generate reports.
- Complied with regulations and guidelines related to claims processing to maintain quality and adherence to standards.
- Maintained strong knowledge of basic medical terminology to better understand services and procedures.
Admin Cum Personal Assistant
Sammi Kum Wealth Management Agency
05.2019 - 10.2019
- Coordinated and monitored client insurance policy renewals, ensuring timely updates and compliance with renewal processes.
- Maintained confidentiality and discretion while handling sensitive information relevant to company operations.
- Served as first point of contact for incoming visitors or phone calls, ensuring prompt responses or directing inquiries appropriately.
- Monitored expenses closely, maintaining an organized filing system for easy access to financial records.
- Responded to emails and other correspondence to facilitate communication and enhance business processes.
HR Intern
GroupM Malaysia
07.2017 - 09.2017
- Supported recruitment for the Media Master programme by souring and shortlisting candidates.
- Screened potential interns and provided detailed feedback to hiring manager to aid selection decision.
- Assisted the Talent Manager in planning and coordinating internal company events.
Junior Officer
iCIMB Malaysia
12.2015 - 07.2016
- Processed legal disbursement payments in compliance with company policies by verifying solicitor submitted documents through digital systems.
Junior Clerk/Data Entry
AEON Credit Services Malaysia
11.2014 - 11.2015
- Entered and updated new membership details fir AEON Big Membership cards, ensuring data accuracy in the system.
- Processed and maintained client information for AEON hire purchase loans, supporting accurate and up to date records management.
Customer Surveyor
TM Survey
06.2013 - 12.2013
- Conducted customer satisfaction surveys through outbound calls to home and business clients, gathering feedback to improve service quality.
- Developed strong relationships with clients through consistent communication and timely delivery of results.
Customer Service Executive
Scicom MSC SDN BHD
01.2012 - 12.2012
- Handled inbound and outbound customer calls regarding order placement and deliver inquiries, ensuring timely resolution of requests.
- Created and escalated service tickets for customer complaints to the appropriate departments improving response efficiency.
- Managed high volume of inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues.
Education
Bachelor of Arts - Business Management
Asia Pacific University of Technology & Innovation (APU)
Kuala Lumpur 04.2001 -
Diploma - Business Administration
SEGi College Kuala Lumpur
Kuala Lumpur 04.2001 -
Skills
Team leadership
Quality improvements
Problem-solving skills
Customer relationship management
Team training and development
Analytical skills
Interpersonal skills
Time management skills
Canva editing tool skills
Microsoft Office skills
Timeline
Service Quality Executive / Trainer
C&W Services (S) Pte. Ltd
05.2024 - 06.2025
Quality Assurance Executive
AS White Global SDN BHD
06.2020 - 04.2024
Claims Processor
AS White Global SDN BHD
10.2019 - 06.2020
Admin Cum Personal Assistant
Sammi Kum Wealth Management Agency
05.2019 - 10.2019
HR Intern
GroupM Malaysia
07.2017 - 09.2017
Junior Officer
iCIMB Malaysia
12.2015 - 07.2016
Junior Clerk/Data Entry
AEON Credit Services Malaysia
11.2014 - 11.2015
Customer Surveyor
TM Survey
06.2013 - 12.2013
Customer Service Executive
Scicom MSC SDN BHD
01.2012 - 12.2012
Bachelor of Arts - Business Management
Asia Pacific University of Technology & Innovation (APU)
04.2001 -
Diploma - Business Administration
SEGi College Kuala Lumpur
04.2001 -
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