Suthaharan Janardanan Email & Phone Number

Selangor, Malaysia

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia

Primarily focused on product development, delivery, positioning and management of business solutions that are aligned to U Mobile strategic market intent. Defining business & functional requirements, convey & analyze requirements to ensure they are feasible and meeting business requirements, overall company strategy and directionsManages end-to-end delivery projects with cross-functional teams, covering requirement definition, feasibility study, scoping, design implementation, testing and roll outEnsure development and implementation of the core business platforms and services are completed within target timeline and budgetCoordinate and collaborate with all internal stakeholders (PM, Sales, Marketing, Finance, ISD, Network ,Customer Service etc ) and external parties (3rd Party vendors/ Solution providers) to ensure delivery and achievement of intended resultsConsistent function updates and improvement on existing products & servicesDevelop business/process improvement and lesson learnt from each development of new products and services.

Kuala Lumpur, Malaysia

• Managed and supervised a team of back office activation individuals to ensure escalations are solved and to produce reports to client• Oversaw daily department activities & facilitated departmental training and workflow• Supervised escalations in loyalty program management including points issuance/redemption, transaction disputes and operation within Virgin Group and Partner Merchants• Monitored operation strategies that will enhance user interface, drive customer satisfaction, loyalty and lifetime value• Responsible for managing business analysts to produce reports based on campaigns and data management to evaluate overall health of customer database• Manage day to day operation of client program including backend system operations, new program strategies, market insights and strategic marketing plans• Supervised the team to adhere procedures for each service request, including logging, processing, reporting and adhering to KPI, SLA and quality standards to maximize client satisfaction• Oversaw & developed statistical information on a daily basis to assist in evaluating the efficiency of the team and to inform resource allocation and service improvements• Supported in the development & implementation of technology and systems to ensure the most effective use of new technology and opportunities.• Implemented knowledge base for operation department and training materials for other departments

• To provide solution to internal staff regarding IT issues• 1st and 2nd line support on troubleshooting of IT related issues from in-house software to hardware such as Laptops, System, Desktops, Printers and Blackberry• Troubleshoot network issues such as ADSL broadband issues• To collaborate with infrastructure support team in resolving IT matter• Provide in-house training for MS Office applications used within the Association (Word, Excel, Outlook, PowerPoint)• Responsible to prepare board reports on weekly basis for IT issues• Active Directory account management and provision. • Blackberry account management and provision

• Responsible for managing the relationship between merchants and Tune Money through planning and execution of marketing campaigns, on-going reporting, and operational matters to strengthen the relationship and promotional offers to customers• Managed monthly marketing scorecard and key measures with benchmark data• Actively manage and provide support to ensure that we add value to the partnership which in return rewards Tune Money with success and sustainable loyalty program• Implemented digital advertising sales attribution process for email, web advertising, PPC, and social media marketing by integrating data from third party software and SQL Server database, then created Excel reporting tool.• • Setting up and automating CRM campaigns through multiple channels• Responsible to develop and implement all directives, policies and procedures between partners/merchants issued by HR and respective legal procedures.• On-going reporting, not limited to marketing campaigns with all merchants, partner activities (AirAsia) operation matters, BIG Points transactions and member acquisition.• Manage relationship between all stakeholders to achieve agreed business/marketing plans

• Responsible for managing operations team of 25 individuals• Responsible for producing reports to Sr. Operations Manager on team’s handling based on hourly/ daily/weekly/monthly basis• Supervised and monitored KPIs for staffs• Responsible for developing drafts of work schedule for staffs on monthly basis.

• Specialized in supporting Australian customers having difficulties with EFTel services.• Promoted from Customer Service Level 3 to Support Processing Level 2 within 3 months due to outstanding performance.• Specialized in supporting customers via email – developed content and templates for call agents• Conducted product training for new call agents and follow-up training on new products or promotions

Cyberjaya, Malaysia

• Efficient in processing data and submitting given tasks before a due date.• Responsible for providing the best possible online experience for online customers. This includes article writing, error detection, problem-solving, and providing detailed information on new/upcoming products.• Assisted in the development of new products and information.• Proven ability to receive work load and to submit it before targeted time and maintain accurate documentation. • Proven ability to type accurately at a rate of 50 w.p.m.; use 10-key calculator by touch; interact tactfully and effectively with members of the public, co-workers, and managers.

Bachelor'S Degree Creative Multimedia, Digital Communication And Media/Multimedia

Sijil Pendidikan Malaysia (Spm), High School/Secondary Diplomas And Certificates