The document provides a summary of the author's work experience and qualifications. Over the past 10 years, the author has worked in customer service roles for various companies including Maxis Communications, Malindo Air, and Yashzna Events. Some of the author's responsibilities have included managing call centers, event planning, quality assurance, and training. The author also lists academic qualifications including a Bachelor's degree in English and Mass Communications from Universiti Putra Malaysia.

1. About Me
I had been nominated as a CCAM finalistfor the category of Support Professional (above100 seats) in 2013.
This was mainly due to my proven ability to spearhead contributions in providingdetailed reports,ad hoc
projects and contributed in enrichingcustomers’ experience. Up to date I had also conducted trainings
pertainingprocesses and softskills. My languageproficiency and meticulous approach to processes had made
me a reliableperson as a pointof reference and I am ableto undertake responsibilities.
My accomplishments throughout my 10 years of working can be summarized as following:
 Maxis Spot Award 2013 ~ awarded for process enhancements and improvement initiatives
 Maxis Special Recognition Award 2013 ~ involved in secondment to Maxis KLCC retail centre
 Comprehensive and thorough write up on readiness level - newly launched Maxis ServiceCentre KLIA
(2012)
 Maxis Spot Award 2012 ~ awarded for process enhancements and improvement initiatives
 Pioneer for Maxis Retail Centres’ nationwidereal time compliancereview i.e. in terms of customer
experience (2011)
 Initiated assessments for team members ~ aimed to improve quality performanceand product
knowledge (2010)
 Conducted trainingfor MobileInternet (2010)
 Language proficiency trainingfor English language(2009)
 Pioneer to monitor midnight team i.e. from 1800 to 0300 (2009)
 Assisted in iPhone3G launch in PWTC - managed customers,educated them on the new product,
encouraged sales (2009)
 Introduced the Language Acquisition & Phonetics for a technical trainingenvironment. This training
was aimed for the agents to converse better with foreign (American) customers (2008)
 Awarded the “Best Agent Nokia Careline – Q1 2008”for achievingcontactcentre KPIs (Based on
average handlingtime, quality scores,knowledge, etc)
 Initiated an “Education & Language Campaign” for Putra FM; a programthat involved our young local
artists.This weekly programaimed to create awareness among campus students on the importance
of education and language.Artists who were involved were KRU, Anuar Zain,Wahida,etc. (2005)
Sashikumar Gnanamuthu
B-12-15, Armanee Condominium, Jalan PJU 10/1C
Damansara Damai, 47830 Petaling Jaya, Selangor D.E.
Handphone: +6017-3000-989
Email Add: sasm_99@yahoo.co.uk

2. WORKING EXPERIENCE
MALINDO AIR: February 2015 - Current
Nature of Business : Customer Service
Designation : Call Centre Manager
Tasks :
1. Managingthe daily runningof the call centre,includingsourcingequipment, effective resourceplanning
and implementing call centrestrategies and operations.
2. Carryingout needs assessments,performance reviews and cost/benefit analyses.
3. Setting and meeting performance targets for speed, efficiency, sales and quality.
4. Ensuringall relevantcommunications,records and data areupdated and recorded.
5. Advisingagents on products and services available.
6. Liaisingwith supervisors,teamleaders,operatives and third parties to gather information and resolve
issues.
7. Maintainingup-to-dateknowledge of industry developments and involvement in networks.
8. Monitoringrandom callsto improve quality - minimiseerrors and track operative performance.
9. Coordinatingstaff recruitment, includingwritingvacancy advertisements and liaisingwith HR staff.
10. Reviewing the performance of staff, identifyingtrainingneeds and planningtrainingsessions .
11. Recording statistics,user rates and the performance levels of the centre and preparingreports .
12. Handlingthe most complex customer complaints or enquiries.
13. Organisingstaffing,includingshiftpatterns and the number of staff required meeting demand.
14. Coaching,motivatingand retainingstaff and coordinatingbonus,reward and incentiveschemes .
15. Forecastingand analysingdata againstbudget figures on a weekly and/or monthly basis .
YASHZNA EVENTS: May 2014 – January 2015
Nature of Business : Event Management
Designation : Event Planner
Tasks :
1. Development, production and delivery of projects from proposal rightup to delivery.
2. Researchingmarkets to identify opportunities for events.
3. Liaisingwith clients to ascertain their preciseevent requirements.
4. Coordinatingvenue management, caterers, stand designers,contractors and equipment hire.
5. Deliveringevents on time, within budget, that meet expectations.
6. Setting, communicatingand maintainingtimelinessand prioritieson every project.
7. Planningroomlayouts and the entertainment programme, schedulingworkshops and demonstrations.
8. Liaisingwith clients and designers to create brand for the event and organisingtheproduction of tickets,
posters, catalogues and sales brochures,plussocial media coverage.
9. Communicating, maintainingand developingclientrelationship.
10. Managingsupplier relationship.
11. Managingoperational and administrativefunctions to ensure specific projects aredelivered efficiently.
12. Providingleadership,motivation,direction and supportto your team.
13. Being responsiblefor all projects budgets from startto finish.
14. Overseeing the dismantlingand removal of the event and clearingthe venue efficiently.
15. Ensuringexcellent customer serviceand quality delivery.

3. Maxis Communications Berhad: August 2013 – April 2014
Nature of Business : Customer Service – Support (CS Support)
Designation : Executive/Senior Executive
Task :
1. Be subjectmatter expert for identified product/services.
2. Develop & document customer related processes via onlinesystemfor new products/services &
promotions.
3. Provideoperational supporton Methods & Procedures (M&P) matters and escalated customer
complaints.
4. Conduct briefingsessions on the Methods & Procedure for Customer ServiceOperations prior to roll out
of new product/serviceand system.
5. Develop & document Customer Support system processes via onlinesystemfor new and enhanced
system.
6. Providesystem requirements to supportCustomer Service Desk (CSD) Operations and conduct UATs for all
relevant systems used by Customer Service Operation.
7. Conduct briefingsessions on the M&P for Customer Service Operations prior to roll outof new /enhanced
system.
8. Support and administer Customer Relationship Management (CRM) system i.e. CMSS configurations.
9. CMSS Data Cleaning(Production Support)
10. Ensure efficient administration of all UCRs and PCRs related to all systems used by Customer Service
personnel.
11. Ensure proper administration of Customer Service owned applications.
12. Project rolloutmanagement and monitoring.
13. CSD Project Manager for identified CTC projects.
14. Business Continuity Plan for all Customer Serviceinterfaces.
Maxis Communications Berhad: April 2013 – July 2013
Nature of Business : Business Operations ReviewTeam (BoRT)
Designation : Executive/Senior Executive
Task
1. Raised compliancestandardsfor a total of 33 Maxis Centre nationwide.
2. To ensure each & every Maxis Retail Centre nationwideis in full compliancewith the Company’s internal
policies and procedures.
3. To plan and perform management audit(inventory, cash balancing,logbook, dual control,end day
balancing,etc) and centre’s operations audit.
4. To identify specific areas for process improvement and generate creative solutions/approaches to
enhance auditprocesses.
Maxis Communications Berhad: August 2011 – March 2013
Nature of Business : Customer Service Assurance
Designation : Quality AssuranceExecutive(Retail Sales & Services)
Task :
1. Perform transaction monitoringfor Maxis retail centres’front-liners to ensure quality standards are
consistently adhered to whilstenhancingcustomer experience.
2. Carry out coachingand feedback sessions with the front-liners based on the transaction monitoring
observation/findings.
3. Participatein customer listeningprograms or customer experience initiatives to identify customer needs
and expectations.
4. Initiateprocess improvements based on the call listeningto create a win-win situation for our front-liners
and customers.

4. 5. Providedetailed, clear and professional performancefeedback to front-liners through scheduled coaching
sessions.
6. Providevaluablefeedback to TrainingDept. for any processes thatcan be further improvised as well as
any traininggap analysisidentified.
Maxis Communications Berhad: January 2009 – July 2011
Nature of Business : Customer Service Assurance
Designation : Quality AssuranceExecutive(Contact Centre)
Task :
1. Ensuringthe Customer ServiceIndustry’s best practices is followed in contactcenter especially in thearea
of call monitoring.
2. Providequality coachingand guidanceto the front liners on general call handlingstyleand practice.
3. Providepositivefeedback based on the callsmonitored.
4. Consistently motivate, career development and the driveto meet the business objectives.
5. Share knowledge and experience for the betterment of the team and colleagues.
6. Create awareness and the drive in achievingKPI setby COPC (Customer Operations Performance Centre
Inc.)
7. Providea root causeanalysison the performance of the teams that I am monitoring.
8. Prepare monthly report on front liners review,strength and highlighttheir area of development for
further improvement.
Vads (MSC) Sdn Bhd, Linksys Project: June 2008 – December 2008
Nature of Business : Training& Development
Designation : Trainer
Task :
1. Provide induction training, system training, skills training (soft skill) and basic product training to new
recruits.
2. Prepare training materials for new products and services, modify and update all training material in line
with business requirements.
3. Ensure that all new recruits coming out of training receive the required level of coaching and mentoring
support.
4. Work with the operational managers to identify ongoingtrainingneeds and provide the required training.
5. Source training courses internally or make recommendations for training courses that might be
outsourced.
6. Ensure trainingis allocated to all employees on a skill needs only basis.
7. Continuously seek to improve own knowledge of training techniques by researching the latest
developments in trainingpracticeand buildingnetwork among external trainingproviders.
8. Monitor and report on the effectiveness of all training through the use of evaluation forms and skills
verification results.
9. Ensure that all skills trained areverified by the use of tests, role plays,etc.
10. Maintain a high quality of service in the centre through frequently monitoring transactions in the centre
and providingfeedback to the Operation team.

5. SCICOM (MSC) BERHAD, NOKIA APAC: December 2005 – May 2008
Nature of Business : Customer Service
Designation : Technical SupportExecutive
Task :
1. Inbound call centre-assisted customers with their main enquiry in regards to NOKIA product.
2. EscalateLIVE calls to Supervisor when needed.
3. Escalatecases to Head Office to resolvecustomer’s query.
4. Gather positiveand negative feedback from the customer (for company’s growth)
5. Make outbound callsto customers, dealers and distributors.
6. Lead the Outbound Team as a responsibleleader.
7. Resolve customer’s caseby 24- 48 hours.
8. Provideoutbound report for the day to the Team Leader.
9. Conduct trainingfor new hires (pre-training).
10. Conduct coaching/buddy session for new hires.
11. Deliver excellent team work.
12. Assistthe Team Supervisor by doingTS Call-back.
13. Manage Foreign Agents for Happy Calls.
PUTRA FM 90.7, UNIVERSITI PUTRA MALAYSIA: February 2005 - November 2005
Nature of Business : Media Broadcast
Designation : AssistantProducer
Task :
1. Assistant Producer for English Language (Non-Academic and Academic)
2. Assistant Producer for Foreign Languages (Japanese, Tamil,Spanish,Arab and Mandarin)
3. Took up a position as a deejay.
4. Conduct training session for new deejays ( students )
5. Accept full responsibility for the studio.
6. Conduct liveshows for the studio such as “Spotlight”, “Beauty Regiment”, “The Malaysian Book of
Records”, etc.
7. Being a producer for “Cit Cat Kampus”, a talk show which collaborates with SELANGOR FM 100.9.
8. Being a newscaster.
9. Followingup with PR’s from Suria Records, Metrowealth, Universal,etc.
10. Clerical duties which involvesfilingdocument, typing and faxing.
ACADEMIC QUALIFICATIONS
Level : Bachelor (Honors)
Field of Study : English minor Mass Communication
School/Institute/University : Universiti Putra Malaysia,Selangor
Grade : Second Class Upper
Year : 2001 – 2005
Level : Diploma
Field of Study : Information Processing(IT)
School/Institute/University : InstituteJ & L, Selangor
Grade : Excellent
Year : 1998 – 2000

6. LANGUAGEPROFICIENCY
English - Fluent (speaking,comprehension and writing)
Bahasa Malaysia - Fluent (speaking,comprehension and writing)
Tamil - Basic (speakingand writing)
Spanish - Intermediate (speakingand writing)
REFERENCE
MelanieRekha Guna
General Manager – Human Resource & General Affairs
Malindo Air,Ara Damansara,Subang
Tel: +6019 391 3352 (mobile)
Premasundari Ramakrishnan
Director of Yashzna Events
Bandar Puteri, Klang
Tel: +6016 255 5220 (mobile)
Suhanthi Arumugadass
Head of Contact Centre, S&S-CUSTOMER OPERATIONS – CONTACT CENTRE,
Menara Maxis,Kuala Lumpur City Centre,
Maxis Berhad.
Tel: +6017 277 0500 (Mobile)
Ng Thong Guan (Joe)
Manager, S&S-CUSTOMER SERVICE ASSURANCE,
Menara Maxis,Kuala Lumpur City Centre,
Maxis Berhad.
Tel: +6012 300 0892 (Mobile)