Thanesh Ganapathy
Customer Service Team Leader
Johor Bahru
Summary
Organized Team Leader builds positive rapport, inspire trust and guide teams toward achievement of organizational goals. Strong facilitator adept at working cross-departmentally with co-management and top-level leadership. Excellent trainer and mentor.
Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.
Overview
2025
2025
years of professional experience
12
12
years of post-secondary education
3
3
Languages
Work History
Team Lead (Singpost Project)
Adecco Personnel Pte Ltd
09.2023 - Current
- Supervise and manage team of call center agents
- Monitor and evaluate agent performance, providing feedback and coaching as needed
- Handle escalated customer issues and complaints
- Conduct regular team meetings to communicate updates and address any concerns
- Ensure that all agents are meeting performance metrics and targets
- Provide ongoing training and support to agents to enhance their skills
- Implement and monitor quality assurance programs
- Work with project manager for scheduling and attendance forecast, documentation and hours calculation for client billing
Team Lead (Grab Project)
Startek Sdn Bhd
01.2022 - 01.2023
- Coach and guide customer service agents to answer calls, provide first call resolution and achieve KPI
- Conduct reviews, audits and ideas on enhancing project and team engagement activity
- Manpower scheduling (Working with RTA and MIS)
- Monitor and coach on agent performance to meet SLA and OKRS
- Attending regional level product improvement
Customer Service Executive
Startek Sdn Bhd
01.2020 - 03.2022
- Handling all inbound calls pertaining to customer general enquiries, complaints, comments, feedbacks and other raising issue related to the company’s products
- Exceeding customer expectation in terms of customer service & accurate information
HR Manager/Branch Manager
Scientex Barber Shop
01.2016 - 01.2020
- Managing worker scheduling
- Managing workers permit and document(Government Related)
- Visiting 14 shops for account
- Preparing payslip
- Accounts 14 shop
Attraction Assistant
Legoland Malaysia
01.2012 - 01.2013
- Taking care of visitor, greet and welcome them
- Follow all safety SOP for rides
- Operate rides and work with supervisor for ad-hoc task
Crew Member (Part Time)
McDonald’s
1 2009 - 1 2009
- Ensure the cleanliness of the restaurant
- Prepare french fries, nuggets and hash brown
Education
BBA - Business Administration
Unitar International University
Malaysia 01.2016 - 12.2019
Diploma - Business Management
Unitar International University
Malaysia 01.2013 - 01.2016
SPM -
Sekolah Menengah Kebangsaan Aminuddin Baki JB
Malaysia 01.2008 - 12.2012
Skills
Communication Skills
Teamwork Skills
Computer knowledge/ skills
Microsoft Office
Word
Excel
Power Point
Performance monitoring
Coaching
Problem-solving abilities
Accomplishments
- President of Secondary School Squash Club
- Committee member of Secondary School Saint John Ambulance
- President of University Futsal Club
- Committee member of University Tamil Language Club
Preferences
SGD 3000, 6 weeks notice period
References
- Madam Zeera, Faculty In Charge of Unitar International University, Faculty of Business Information and Technology, +6 012-7494841
- Nixson, CEO, Scientex Barber Shop, +6 016-4417331
- Kalaisuthan, Senior Team Lead, Startek Sdn Bhd, +6 0167593058
- Shu Yuan, Project Manager, Adecco Personnel Pte Ltd, +65 9784 6771
Timeline
Team Lead (Singpost Project)
Adecco Personnel Pte Ltd
09.2023 - Current
Team Lead (Grab Project)
Startek Sdn Bhd
01.2022 - 01.2023
Customer Service Executive
Startek Sdn Bhd
01.2020 - 03.2022
BBA - Business Administration
Unitar International University
01.2016 - 12.2019
HR Manager/Branch Manager
Scientex Barber Shop
01.2016 - 01.2020
Diploma - Business Management
Unitar International University
01.2013 - 01.2016
Attraction Assistant
Legoland Malaysia
01.2012 - 01.2013
SPM -
Sekolah Menengah Kebangsaan Aminuddin Baki JB
01.2008 - 12.2012
Crew Member (Part Time)
McDonald’s
1 2009 - 1 2009
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