VIKNESWARAN ARAMUGAM
Summary
Adaptable Quality Manager with a 7-year background in implementing and developing improvement processes through collaboration with cross-functional teams. First-rate computer, analysis and research skills. Specialties include achieving set targets, generating new strategies and maintaining accurate records.
Overview
9
9
years of professional experience
Work History
APAC CX/Quality Manager
TDCX Pte Ltd
02.2021 - Current
- Managing tiers level program, performance for META SBG Project
- Lead team of 36 and coach 4 Team leaders for APAC (SG & TH)
- Plan and manage multiple channels for Process Enhancement
- Communicate and Collaborate with Cross-Functional Team
- Stakeholders and Vendor Management
- Strategic Partnership with Sales and Customer Service Team
- Lead Sales Coach to enhance program sales performance
- External Auditor process enhancement
- Compliance and Business requirement management
- Workforce Management.
Senior CX Officer/Team Leader
TDCX Pte Ltd
02.2019 - 02.2021
- Establish Sales Call Quality Grid for Facebook Programs
- Monitor effectiveness of process adherence for operation
- Prepare quality analysis report for operation and training needs
- Analyze and perform RCA (CSAT & DSAT) and Recovery
- Planning and Execute Transactional Monitoring
- Monthly/Weekly Business Review with stakeholders.
Customer Experience Officer
TDCX Pte Ltd
11.2018 - 02.2019
- Plan and perform targeted quality audits for Facebook project
- Plan coaching and outlier management for sales program
- Perform quality review report and performance report
- Perform CSAT & DSAT analysis study
- Monitor DSAT recovery process for operation.
Facebook Marketing Expert
TDCX Pte Ltd
01.2017 - 11.2018
- Account specialist for Facebook Sales Program
- Managing outbound calls & emails support for the Facebook
- Plan and support up to 150 accounts for advertisements
- Develop pricing strategies and targeting strategies based on demographic data for the South Asia and MYSG advertisers.
Associate Marketing
ASTRO MEASAT
01.2015 - 06.2017
- Marketing planning for Branding (TV channels)
- Planning and executing E-Commerce platform
- Analysis study for Sales team
- Expertise in working with multi-level team for ads promotions
- Managing E-commerce and Social Media Platform
- Specialize in Marketing, Consumer Behavior and Market Intelligence, Marketing Communication and Branding Strategy.
Education
MBA - Marketing Management And Research
University Tun Abdul Razak
Kuala Lumpur, Malaysia10.2021
BBA - Marketing
University Tun Abdul Razak
Kuala Lumpur, Malaysia09.2010
Skills
- Call Center Operation and governance
- Analytical Skills
- Workforce Management
- E-Commerce
- Compliance Monitoring
- Regulatory Compliance
- Management Consulting
- Excellent Researching Skills
- Documentation Control
- Team Training
- Problem-Solving Abilities
- SOP Development
- Continuous Improvement
- Operational Improvements
- Quality Processes
- Statistical Analysis Skills
- Operation and Performance Monitoring
- Organizational Skills
- Quality Metrics
- Team Leadership
- Quality Planning
- Internal/External Auditing
Websites
Accomplishments
- COPC CX Certified
- Dale Carnegie Leadership
- Cross Functional Support
Records And Achievements
- APAC CX/Quality Manager - TDCX Pte Ltd, Singapore
- Project CX Master - 2021, External Auditor Framework - 2021, Business Excellence Focus - 2021, Sales Coach Project - 2022, Project Business Intelligence - 2022, Project Solitaire - 2023
- Senior CX Officer/Team Leader - TDCX Pte Ltd, Singapore
- Quality Grid Revamp - 2019, Customer Service Week 2019
Personal Information
Nationality: Malaysian (Singapore Permanent Resident)
Affiliations
- Market research and Coach
Languages
English
Advanced (C1)
Malay
Advanced (C1)
Tamil
Advanced (C1)
Timeline
APAC CX/Quality Manager
TDCX Pte Ltd
02.2021 - Current
Senior CX Officer/Team Leader
TDCX Pte Ltd
02.2019 - 02.2021
Customer Experience Officer
TDCX Pte Ltd
11.2018 - 02.2019
Facebook Marketing Expert
TDCX Pte Ltd
01.2017 - 11.2018
Associate Marketing
ASTRO MEASAT
01.2015 - 06.2017
MBA - Marketing Management And Research
University Tun Abdul Razak
BBA - Marketing
University Tun Abdul Razak
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