Komala Vengadasalam Email & Phone Number

Over 20 years’ successful track record in driving full cycle planning, execution and delivery a myriad of IT system transformation and automation projects towards elevating customer experience along with operational efficiency. Well versed in the areas of stakeholder engagement, business requirements gathering and analysis, solutions implementation and integration along with change management coupled with vast knowhow of diverse IT systems, technologies and capabilities. Known as a self-motivated and determined professional with exceptional interpersonal and communication skills as well as analytical qualities. Strengths include: Project Management, Requirement Gathering, Business Process Analysis, Stakeholder Management, Systems Integration, Performance Monitoring, Agile & Waterfall Methodologies, UAT Coordination,Knowledge Sharing, Change Management, Cross-functional Leadership, Coaching & Mentoring.CAREER HIGHLIGHTS:• Collaborated with the Project Manager in implementing the Contact Center Modernization initiative to successfully reduce Contact Centre call-in propensity from 3.5% to 2.3% as well as increase CSAT score from 84% to 89%.• Played an immense role in conducted in-depth analysis of existing workflows to identify and improve bottlenecks for the CRM Case system leading to 5% improvement in case resolution time.• Successfully automated case assignment, workflow and prioritization features within the CRM Case system resulting in 7% decrease in manual workload.• Spearheaded the implementation of Knowledge Base System (KBS) and successful decommissioning of 2 legacy systems (8 VM servers) resulting in the reduction in operating cost. • Conferred the Certificate of Achievement for successful delivery of IT (CRM, Billing) & Business Transformation project (PiXel) from U Mobile in 2020.• Recognized for Delivery Excellence, by IBM Malaysia for excellent project deliveries to client in 2011.• Received the Spot Award in 2006 and 2001 as well as Departmental Award in 2003 from Maxis Communications Berhad.

Listed skills include Project Management, Pmo, Contract Management, Commercials, and 7 others.

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  Universiti Teknologi Malaysia

  Computer