Viknesh A Email & Phone Number

• In consultation with CEO & CFO, coordinated and administered the setup of Shared ServiceCentre includes analyze and transition over potential services.• Coordinate operations and functioning of the SSC ensuring achievement of agreed service levels &compliance with established policies.• Lead a team of professionals in completing projects to uphold business initiatives & continuousimprovement.• Supervises staff, oversees the delivery of multi-disciplinary programs, policies, products, & services,and prepares a variety of plans, strategies, reports, and proposals.• Oversees service delivery and the day-to-day operations of the SSC, ensuring that all standards are met,& procedures are followed.• Develops and implements new work methods and procedures of the SSC; recommends proceduralchanges to improve SSC efficiency and ensures appropriate implementation of decisions made bysenior management.• Design & implement shared services operating model, including governance and service management capabilities, along with operational and service level agreements.• Enhance team’s performance, primarily through its processes and the way work gets done.• Work with different departments and teams to analyze existing processes, identify bottlenecks, &develop strategies to address them.• Plans & monitors staffing overseeing recruitment and any other administrative functions related to the smooth functioning of the SSC.• Defines and ensures the implementation of SLA; sets standards for quality and ensures that operationalactivities are implemented in accordance with recognized procedures and guidelines and meet theestablished standards.• Establishes and maintains close working relationships with functional Divisions/Offices at HQ, liaising onissues in the implementation of established policies and escalating to policy owners any issue requiring policy related decisions.• Guide team through requirement definition for operational reports, SLA, and process KPI's.

In consultation with the Managing Director, coordinated and administering the whole project getting off shore for Pro-Pac Packaging from Australia to Kuala Lumpur.

Manage a team of Service Request analysts and team leaders assessing the quality of the interaction, customer service skills, accuracy, and product and process knowledge. Collaborate with Change, Incident and Problem Management team whenever required for case resolution.Administered and created documentation on process flow for the department.Analyse performance information and statistics on a daily, weekly and monthly basis, identifying trends at individual and team level and providing feedback which will improve performance. Motivate individuals to achieve their targets by carrying out monthly performance appraisals.Develop staffs through continuous coaching and training to achieve & maintain targets, excellent levels of customer service and self-development.Handling escalated complaints and service failures from Service Managers by doing complete root cause analysis (RCA) and present it in management meeting / Daily Service Review call.

Manage a team of more than 20 customer service representatives (CSR) monitoring transactions according to the agreed guidelines and act as a coach to the team of CSRs assessing the quality of the interaction, customer service skills, accuracy, and product and process knowledge.Analyse performance information and statistics on a daily, weekly and monthly basis, identifying trends at individual and team level and providing feedback which will improve performance and motivate individuals to achieve their targets.To handle escalated cases when the normal process does not meet the customers’ expectation or when the customer requests to speak to a member of the management team.Maintained QA standards for staff, ensured calls were compliant with firm standards, escalated issues as needed, and maintained communication with customers and management teams.Performed call monitoring and provided trending data to the operation manager monthly bases.Determined problem areas to recommend revised policies and procedure for the Call Centre and monitor calls to determine customer service needs.Prepare reports on the quality of service and service improvement plans (SIP).

Diploma Of Engineering, Electronic

Bachelor'S Degree, Engineering (Electronic)