Nithyah Subramaniam

• Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
• Supervised team members to confirm compliance with set procedures and quality requirements.
• Worked with team to identify areas of improvement and devised solutions based on findings.
• Built strong relationships with customers through positive attitude and attentive response.
• Track attendance, vacations and scheduled breaks, lunches and meetings as needed
• Conduct regular feedback with staff as per the company’s performance appraisal process, including development, monitoring and review of individual and team KPIs.
• Coach, guide and manage performance of Agents, facilitating continuous improvement
• Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
• Established open and professional relationships with team members to achieve quick resolutions for various issues.
• Promoted high standards through personal example to help each member understand expected behavior and standards.
• Held weekly team meetings to inform team members on company news and updates.
• Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
• Assisted in recruitment of new team members, hiring highest qualified to build team of top performers.
• Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
• Use customer and QA monitor feedback as an ongoing training process and improvement tool Ensure poor performers are identified and that counseling and disciplinary procedures are undertaken and are in accordance with employment legislation and company’s policies and procedures
• To complete in timely manner all administrative tasks assigned by operations Manager.
• To analyze 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

• Perform call quality review for case manager interaction with stakeholders
• Provide positive change through coaching and contribution idea on how to improve
• Monitor interactions to ensure quality of service is in line with the internal guideline and operation definition
• Prepare weekly and monthly report
• Attend regular trainings and calibration meeting
• Analyzed quality and performance data to support operational decision-making.
• Implemented process improvements to increase productivity in quality assurance operations.

• Reports to immediate Supervisor and when necessary to Manager of Network
• Monitor incoming satellite transmission prior to transmission to Astro's customers and executing good broadcasting presentation within a stipulated time
• To censor and edit programs/materials based on Astro Censorship Guidelines
• Make sound judgment with regards to censorship as well as editing techniques
• Removal of incoming commercials and performing insertion of advertisements, promos and fillers based on the schedule provided
• Report writing on Malaysian news which is transmitted on the news channels
• To comprehend the on line non-linear editing system to facilitate in editing process.
• Edited and reviewed visuals for grammar, spelling, punctuation, syntax, accuracy, and compliance with quality standards.
• Developed and maintained editorial standards for content.
• Suggested improvements to content to enhance quality and accuracy.

● To coach and train new intakes based on the QA guidelines by organizing mock call activity or simulation call. This is to tackle new joiners’ s communication level and skills.

• Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.

● To monitor 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, product and process knowledge.

● To organize QA Calibration with QA team and CSR every months to identify the mistakes or errors made by CSRs.

● To use the same performance information to provide positive reinforcement of behavior or skill.

● To communicate management objectives and plans to the team and to ensure that the efforts of the team are focused on achieving these objectives.

● To carry out regular performance appraisals with team members.

● To take responsibility for real time service level management by managing CSRs activity and break times to ensure that there are sufficient CSRs attending to transactions at all times.

● To handle escalated calls from TM Net Customers when the CSRs are unable to deal with the customers requests or when the customer requests to speak to a member of the management team.

● To ensure that the entire infrastructure is in place at the agent workstations for agents to begin their shifts including headset, mouse, chair etc. and to compile the required reports on missing items.

• Provide direct marketing about internet banking to customers who walking in to bank.
• Manage, help generate and qualify as well as explain the process internet banking to customers.
• Visit branches to promote online banking to customer as well to bank staff.
• Responsible for maintaining customer and implementing marketing promotions.
• Generate new business through outbound calls and follow up to customers.