1. Expected Salary:
RM 14000(Nego)
Abiramee Rangasamy
Regional APAC Voice of Customer Director at AIG Global Services
(Malaysia) Sdn Bhd
(+60) 17 6538512 | r_abie@yahoo.com | 32 years old | Brickfields, Selangor
Experie
nce
9 years
Previou
s
Manager Voice Of Customer
HSBC Global Resourcing (UK) Limited
Educati
on
Multimedia University Melaka
Bach Degree, Computer Science/ IT (2007)
National
ity
Malaysia
Malaysia
Summary
Service Minded Customer Experience Director with broad scope of experience in several
industry and environments. Keen ability to assess ineffective areas of customer service and
proposing effective solutions. Expertise in customer loyalty, relationship and value
management.
Experience
Jun 2014 - Present
(1 years 11 months )
Regional APAC Voice of Customer Director
AIG Global Services (Malaysia) Sdn Bhd | Kuala Lumpur, Malaysia
 Voice of customer champion for the organisation who is accountable for defining strategic
plans based on customer view, market, industry and organisational development.
 Implement and drive Customer Experience programs
 Enforce service standards and improve service delivery
 Strategic and leadership role working with senior management team and counterparts to
define, design and implement Customer Experience strategy. The role requires me to look into
the long term strategy to improve service for the organization from the perspective People,
Process and Technology.
 Look into the root cause of problem and identified numerous areas of improvement like
customer touch points, new way of handling claims.
 Drive seamless workflow to achieve continuous improvement
 Plan, coordinate and formulate strategies in staff training and training needs
 Leading a team of 60 staffs and over sea resource management across the unit
 Optimizing performance by constant and continuous process and workforce improvements
 To promote an environment which encourages the empowerment of teams to achieve or
exceed goals and business objectives. To motivate and drive the teams to deliver a best in
class level of service to the customers
 Design of employee engagement and corporate awareness
 Development and deployment of rewards and recognitions program
 Leading development post TOM model claims team culture transformation
 Established First Notice Loss department following a centralisation project and assembled
efficient claims handling team
 Engaged in problem solving, handling of complaints and negotiations, disputes settlement
 Supporting Team Managers in their efforts to improve processes, fulfil trainings gaps,
resources & IT requirements, digital process enhancements
Jun 2011 - Jun 2014
(3 years )
Manager Voice Of Customer
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2. HSBC Global Resourcing (UK) Limited
 Leading all Voice of Customer Project Meetings with Stakeholders: Actively involved in all
project calls with stakeholders; always leading the conversation and setting the direction to
follow to ensure project is successfully deployed within the agreed timescales.
 HR Client Survey: To survey HSBC employees across different regions and career band to
solicit their feedback on the transformation that HR has been making. The first survey
deployed internally that covered over 10,000 employees with a response rate of 60%.
Designed, developed and deployed the survey across HSBC Group. Solely responsible to
administer the survey with minimal support from stakeholders and line manager.
 Analyzed and reported survey results in a professionally designed reporting format.
 HTS Business Partner Survey 2012: To survey customers for an organization of over 100,000
employees. Designed, developed and project managed the HTS Business Partner survey, the
second largest global survey in HSBC. The survey database and questionnaire design
required extensive understanding of the complex organization structure of the HSBC Group
and report requirements. Management of 24 HTS Quality Coordinators from 6 continents for
data collection of top level management within HSBC was critical to the success of the survey
in terms of data accuracy, awareness and buy-in. Developed complex report mapping and
user-friendly reporting tools in conjunction with the analytics team based in Bangalore.
 Center of Excellence (CoE) Voice of Customer Projects: Coordinated initiatives to develop a
consistent and robust Voice of Customer (VOC) program for two major CoEs – HR Operations
and Service Delivery.
 Customer Experience Advisory – Survey Consultancy: Provided survey methodology
consultancy services and best practice sharing to colleagues within the HSBC Group. A
subject matter expert on survey in HSBC. Understands survey complexity from a survey
database structure, questionnaire design, reporting and communications perspective.
Knowledge of survey methodology is critical for developing requirements for the tools used for
preparing a seamless survey project.
 Analysis - Provide deep analysis on the survey data and come up with action plan to improve
the services. Expect in doing driver analysis, correlation and verbatim analysis. Further
analysis is done if required by countries or region or COE’s. Risk analysis regards to the data
and information provided.
Sep 2007 - Jun 2011
(3 years 9 months )
Asst. Manager Database and Capacity Management
HSBC Global Resourcing
 Design database for all HCBS HSS process to eliminate manual work, manual attendance
and manual records.
 Manage overall HSBC HSS capacity management function from data definition, data
collection, reporting and analysis to recommendation of action/s.
 Conduct process review and value stream mapping to identify areas for improvement, which
will be further acted upon as Lean or Six Sigma improvement.
 Lead calibration sessions with overseas sites to align methodologies and approach for
consistent and standardized performance measurement and reporting structure.
 Design process map and scorecard for teams.
 Currently working on Green Belt project to be certified as Green Belt member with hard save
of 4 staff.
Mar 2007 – Sep 2007
(6 months )
Sales Executive
OCBC Bank
RESPONSIBILITIES:
 Internal sales and marketing of credit card, personal loan and balance transfer.
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3. Education
2015 Asia Pacific University
Master in Forensic Accounting Analysis
2007 Multimedia University Melaka
Bachelor's Degree in Computer Science/Information Technology | Malaysia
Major Software Engineering
CGPA 2.46/4
2002 Sek.Men.Keb.(P) Petaling
Professional Certificate in Computer Science/Information Technology | Malaysia
Major Information Technology
CGPA 3.18/4
Skills
Advanced MS Office, Visual Basic
Intermediate Macromedia, HTML, DB2, Banking system,GWIS,GHSS, Insight Express, Project Management Skills
Basic C++ Language, SAS
Languages
Proficiency level: 0 - Poor, 10 - Excellent
Language Spoken Written Relevant Certificates
Bahasa Malaysia 10 10 -
English 10 9 -
Tamil 10 2 -
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