Vasillia Muthu

• Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
• Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
• Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
• Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
• Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
• Facilitate and organize training sessions for all employees on new and revised policies.
• Have constant coaching and huddles with my team members to follow up on their concerns and needs.
• Managed departments schedule to ensure there is sufficient bandwidth to support the inbound volume.
• Established clear communication channels to facilitate timely exchange of information between team members and stakeholders.
• Promoted culture of continuous improvement by encouraging feedback from all organizational levels and implementing actionable changes.
• Coordinated resources effectively to meet project deadlines and achieve desired results.
• Improved operational workflows, enabling team to handle increased workloads without compromising quality.
• Developed risk management plans, minimizing potential project disruptions and ensuring timely delivery.

• Created customer support strategies to increase customer retention.
• Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
• Applied best practices in customer service, sales, and employee management to exceed organizational goals.
• Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
• Support the Live Chat Team in running and managing day to day operations.
• Ensuring that my team members comply with the company's requirements and safety policies.
• Establish and monitor SOPs (Standard Operating Procedure).
• Plan and monitor daily tasks, ensure the Client KPIs and individual productivity are met.
• Monitoring and evaluating chats to ensure due procedures and quality standards are strictly followed.
• Facilitate and organize training sessions for all employees on new and revised policies.
• Have constant coaching and huddles with my team members to follow up on their concerns Jun 2021 - Nov 2022 Education and Qualifications Work experience and needs.
• Ensure they are well updated with the changes and environment.
• Build a good bonding with my fellow team members as everyone is treated equally.
• Report submission of KPI and Customer Excellence score to Management Team.
• Investigate and handle customer's complaints and feedbacks.
• Handle other ad‑hoc duties as required.
• Managed department schedules to maximize coverage during peak hours.
• Train and mentor customer service team in service standards, loyalty programs and sales techniques.
• Evaluate agents chat to identify and remedy defects within the production process.
• Recommend, implement and monitor preventative and corrective actions to ensure that quality assurance standards are achieved.
• Compile and analyze statistical data.
• Ensure that user expectations are met during the testing process.
• Strong attention to detail, analytical skills, and problem‑solving aptitude
• Collaborated with cross-functional teams to address customer concerns, resulting in a holistic approach to problem solving.
• Performed duties and provided service in accordance with established operating procedures and company policies.
• Established performance and service goals and held associates accountable for individual performance.

• Enhanced user experience by diligently monitoring and removing inappropriate content from the platform.
• Contributed to a positive online community by consistently applying fair judgment when moderating diverse types of content.
• Increased overall platform safety by proactively identifying trends or patterns in harmful or abusive content.
• Maintained a high level of accuracy in identifying and flagging prohibited materials, resulting in improved site quality.
• Responsible for reviewing user‑generated content to ensure that it's not offensive, harmful or inappropriate prior to it being uploaded to a platform or server.
• Reviewing online posts and video formats on TikTok to shield online communities from inappropriate materials.
• Committed to upholding the highest standards of quality control to improve user satisfaction and experience.
• Tasked to go through Quality Analyst feedbacks on the moderated videos and place and appeal if there's any concern which needs to be amended in order to receive the final score.
• Developed month‑by‑month content strategy around key product milestones.
• Implemented quality standards, systems and best practice approaches to content creation and branding strategy.
• Collaborated with cross-functional teams to develop comprehensive content guidelines and policies.
• Reduced response time for content review, ensuring a safer online environment for users.
• Strengthened team efficiency by training new moderators on best practices, guidelines, and workflow processes.
• Improved internal communication by providing constructive feedback on content moderation tools and systems to the development team.
• Assisted with establishing clear escalation procedures for handling particularly challenging cases involving sensitive issues or complex violations.
• Proactively identified areas requiring policy updates or clarifications, reducing the occurrence of inconsistencies in content moderation decisions.

Achievements:

• Got promoted as a WFM within the span of 8 months.
• Got promoted as a Shift Lead (TL) within the span of 4 months being with the WFM team.
• Supported QA for 5 months.
• Have experience of training new agents as well.

Responsibilities: (Shift Lead)

• Coach my team members in achieving goals and developing necessary skills that get results.
• Ensuring that my team members comply with the company's requirements and safety policies.
• Take responsibility for resolving any errors before it becomes an escalation.
• Handle escalations amicably and ensure it does not occur again.
• Have constant coaching and huddles sessions with my team members to follow up on their concerns and needs, ensure they are well updated with the product knowledge and company policies.
• Build a good bonding with my fellow team members, everyone is treated equally.
• Give my team members all the support needed.
• Provide the report needed to the Operation Manager and clients.
• Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
• Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
• Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.
• Coached team members in techniques necessary to complete job tasks.

Responsibilities: (WFM)

• Schedule the SMEs, 1st & 2nd level agents shift, short & meal breaks accordingly.
• Ensure the scheduled shift, meal & short breaks are followed accordingly.
• Ensure staffing headcounts are sufficient to handle the incoming volumes, while also meeting the needs of the associates and business.
• Extract and provide Raw SLA reports to Operation Manager & Clients on a daily basis.
• Compile attendance & non-adherence report and provide it to the Operations Manager.

Responsibilities: (Service Desk Analyst)

• Provide 1st and 2nd level support, Phone Calls, Chats and E‑mails.
• Knowledgebase on Active Directory. Reset passwords, create groups, account locked, disabled account and check account information.
• Strong knowledge of Microsoft based operating systems with emphasis on Windows 7, Window 10, MAC and Microsoft Office.
• Adding local/personal or network printers, enroll badge ID on printers.
• Mobile phone email configuration and Lync & Skype for business account management.
• Provide software installation and configuration remotely.
• Desktop wireless/wired troubleshooting, updating Wi‑Fi certificates, remote access to assist user's machine using Webex application.
• Microsoft exchange configuration. Manage Outlook distribution list (DL) feature of Outlook to maintain of email addresses to all of them at once through DL Manager

• Improved project management capabilities by introducing standardized templates and guidelines for more efficient planning and execution.
• Conducted comprehensive process audits, identifying areas of improvement for both quality and efficiency gains.
• Supported integration of enterprise risk management software, assessing team familiarity and recommending resources based on individual need.
• Developed detailed process documentation, ensuring clarity and consistency across departments.
• Responsible to process new/renewal Policies that is assigned to me.
• Draft the insurance policy's quotations for the agent's to provide it to their clients for review.
• Endorse the approved Insurance Policies that has been reverted for screening purposes.
• Issue the endorsed Policies to the agents so that it may be issued to the clients to confirm them on Insurance renewal.
• Send a confirmation email to the client to make sure they have received the Insurance issued.
• Leveraged data-driven insights to identify bottlenecks in workflows, leading to effective resolutions and optimized outcomes.

Singtel Project ‑ (March 2014 – April 2015):

• Handle escalations on Internet and MIO TV services.
• Perform a basic troubleshooting for the users who is facing issues on the Internet and MIO TV services.
• Assign field technician for unsolved issues via email.
• Perform an outbound call to users that have failure on onsite installation.
• Handle complaints via emails and tickets, inquire on user's concerns and difficulties on their connection.
• Implemented remote desktop tools, allowing faster troubleshooting and resolution of user issues.
• Facilitated regular helpdesk team meetings to discuss ongoing issues, share best practices, and improve overall performance.
• Assisted in the development of helpdesk training materials for both internal staff use and external clients'' education purposes.
• Maintained updated knowledge of industry trends, emerging technologies, and best practices for continuous professional growth as a Helpdesk Executive.

Air Asia Project ‑ (January 2009 – March 2014):

• Handle emails and refund requests for any unforeseen circumstances, proceed to process the refund for passengers and send for approval to the second level team.
• Alias with the Finance Department to get passengers refund to be credited to their respective bank accounts accordingly.
• Tasked to do the required amendments and mild transaction on passenger's bookings.
• Formed and sustained strategic relationships with clients.
• Delivered high level of service to customers in effort to build upon future relationships.
• Provided exceptional customer service, resulting in increased client retention rates and positive feedback.
• Managed high-volume incoming calls and emails, ensuring prompt responses to all inquiries for optimal customer satisfaction.

• Manage customer's credit cards payment and suggest customer to upgrade their credit card's status.
• Offer newly launched credit card package or Insurance premium to customers.
• Assist customers to update or make any amendments to their respective accounts.
• Email customers on their outstanding amount that needs to be paid for their Credit Card.
• Handle complaints via email, inquire on user's concerns and difficulties.
• Kept up to date on the latest product, company, software and system changes to stay knowledgeable for end-users.
• Contributed to revenue growth by identifying upselling opportunities during client interactions, recommending tailored solutions based on client needs.
• Optimized resource allocation for improved coverage across time zones, ensuring seamless 24/7 availability of global support services.
• Analyzed customer feedback to identify trends and areas for improvement, driving continuous service enhancements.