About Anitha ARUMUGAM:
Senior Team Leader with 8+ years of work experience working on and leading a call-center team. Personally handled 95+ calls daily (customer service) and accumulated a 95% customer satisfaction rating over my career. Customer-focused and successfully contributing to company profits by improving team efficiency and productivity. Skilled at effective negotiations and upselling techniques. Utilizes excellent organizational skills to enhance efficiency and lead teams to achieve outstanding sales.
Experience
Responsible for managing the Malaysia Member Services Team (Voice Team) effectively and ensuring optimum service to members are delivered. • Monitor daily workload and staff scheduling, coaching, and training activities to develop an effective team with a strong customer focus. • Manage issues escalated by internal/external partners or members. • Monitor the execution of forecasted call volume vs workforce resource management. • Operational call tasks management • MS Scripts/Letters/FAQ/SOP • Reporting’s, Call Scoring, Coaching • MS Training – new hires • Complaint Management (RCA) • Plan and implement work schedules for the team to ensure smooth operations. Monitor team’s schedule adherence • Perform inbound/outbound calls periodically to be in touch with call handling in order to guide team effectively • Train and coach team members to improve performance via quality call scoring and call coaching • Disseminate information to team members to ensure accurate and updated information is conveyed to members • Conduct daily huddles, briefing sessions & identify knowledge gaps / training needs • Resolve escalated complaints, perform investigation, recovery and root cause analysis • Prepare team performance reports and productivity reports • Monitor MS inbound email performance to achieve SLA • Continuously review work processes, identify and resolve process gaps for the team • Communicate with other departments & members to resolve operational issues • Conduct nesting for new hires post the NHT
Education
Double Diploma Hotel and Travel management
Professionals in the same Customer Service / Support sector as Anitha ARUMUGAM
Professionals from different sectors near Seremban, Negeri Sembilan
Jobs near Seremban, Negeri Sembilan
-
Operations Manager I-1
Found in: Talent MY C2 - 4 days ago
Concentrix Cyberjaya, Malaysia Full timeDescription · The Operations Manager I is responsible for coaching and supervising a group of Team Leaders. This position is also responsible for ensuring Client Service Level Agreement and financial expectations are achieved. Essential Functions/Core Responsibilities · • Analyz ...
-
People Solutions, Executive
Found in: Talent MY C2 - 4 days ago
AirAsia Sepang, MalaysiaJob Description · Hiring process - work with recruiter to ensure medical & background check all passed, Offer Letter issuance & acceptance · Bank account opening - liaise with bank and the candidates · Follow up with Mobility on the Work Permit & e-visa application (for bank pur ...
-
Cadet Pilots
Found in: beBee S2 MY - 4 days ago
AirAsia Sepang, Malaysia Full timeThe AirAsia Cadet Pilot program offers an opportunity for individuals to embark on a rewarding career in aviation. · Required skills · The unrestricted right to live and work in Malaysia; · In between 18 and 28 years old; · Must be at least 158cm tall; · Good command of English a ...