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Coach Executive

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia
December 01, 2017

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IC Number 921***-**-****

Date Of Birth 23rd December 1992

Age 25

Nationality Malaysian

Gender Female

Marital Status Single

Race Indian

Religion Hindu


Address No 1088, Lorong Tbk 4-2/7 Taman Bukit Kepayang, 70200 Seremban, Negeri Sembilan

Tel (Mobile) 6014 - 6207923

E Mail


Name of Institution : SEGI University

Year : 2015 - Pursuing

Bachelor’s in Business Management (Hons)

Name of Institution : University College Sedaya International (UCSI) Year : 2010 - 2012

A-Level Studies (Science)

Name of Institution : Sek Men Keb Methodist ACS, Seremban Year : 2005

Sijil Pelajaran Malaysia (SPM)


Company AIG Malaysia Sdn. Bhd – (Contracted by VADS Sdn. Bhd) Position Coach Executive

Salary RM 3000.00 - Excluding Incentives

Duration December 2016 - Present

Primary Responsibilities

Mentor’s newly hired staff’s from trainees to fully operational tele sales representatives (TSR) Identifies areas or chances of improvement in the process and marketing materials Conducts quality review of TSR’s performances to ensure high success rate of sales targets, productivity and service standards.

Audit’s TSR’s inbound and outbound telephone conversation to ensure all the information is delivered accurately without breaching the company’s regulations and compliance policies Preparing weekly and monthly reports as well as engages in management meetings To meet financial target of contact center primarily focusing on providing coaching / training support for new and existing telemarketers. Conduct coaching and up skilling training on selling skills, soft skills, sales closing technique, objection handling and FAQ.

Conduct regular role play, buddy system and call calibration to assess TSR’s competencies and skills Improves coaching effectiveness by developing new approaches and techniques, making support readily available, integration support with routine job functions. Conduct energizer activities to ignite the level of motivation among telemarketers Identify performance gaps through call calibration and formulate a training program to curb recurrence Functions as backup trainer and TL as and when necessary. Company AIG Malaysia Sdn. Bhd – (Contracted by VADS Sdn Bhd) Position Tele Marketing Executive/Senior Telemarketing Executive Salary RM 4000.00 - RM 5000.00 ( Including Incentives) Duration June 2013 – November 2016

Primary Responsibilities

Markets and conduct telesales for AIG general insurance products, followed by a after sales conversation script.

Completes sales orders by recording the client’s information in the system and forms Assist to client’s queries pertaining to products, premiums and not limited to policy benefits Responsible to achieve the given sales target on weekly and monthly Participates in team activities and energizer programs Elected to be in charge for the team in the care of absence of TL/TM Key Resource Person in the team (<15FTE’s) for any queries on product and process. Mentor for new joiners and underperformers.

Pilot for new initiatives, projects and process improvements. COMPUTER AND LANGUAGE SKILLS

Microsoft Offices (Excel, Word, Powerpoint, Outlook) Operation handling system (Onyx & NICE )

Language/ Abilities Writing Speaking Reading

English 9 9 9

Bahasa Malaysia 9 9 9

Tamil 9 9 9


Possess punctuality, cultural awareness and strong drive to achieve targeted Trained on negotiation skills, strict adhere to action plans, confidence, self-reliant in career development.

Adaptable and able to accept critics

Positive thinking and approachable

Highly independent and works in a team when necessary Quick learner and good interpersonal skills

Ability to take courage to execute and take the necessary actions in order to deliver results

Personal Enrichment – “Train the Trainer Workshop” Improvise on the understanding on diversity in training needed for those who are coached Able to promote more ideas on how to create a more active, engaging learning enviroment Discussed about the use and improvisation in learning aids and training materials Learned on how to manage under performed subordinates and to overcome difficult tasks and topics Emphasis more on soft skills

Company Saaru Associate Sdn.Bhd

Position Recovery Officer

Salary RM 1200.00

Duration August 2012 – May 2013

Primary Responsibilities

Handle recovery cases for motor loans for “Singer Projects” Basic reporting and admin task

Personal Achievement – “Initiated English Language Program” Involved all the TSR’s in two different branches which consist of almost 60 participants The aim is to increase proficiency and the proper use of English as the medium of conversation which is aligned to maintain the department’s standard as a part of a global community Program was conducted in a period of a full working month with training class rooms and indoor activities which are more related to improvisation in English language. Each successful participants are awarded with gifts and appreciation.

Personal Achievement – “Annual Dinner 2017 Committee and Performance In-charge Person” Selected as a committee member for the Annual Dinner Management for 2017 Elected as In-charge person for the entertainment performances during the annual gathering A part of the task is to organize training’s, auditions, rehearsals and actual performances, which is also inclusive of documentation tasks.

Able to handle the stress and enhanced management skills.

Personal Achievement – “Sports and Recreational Club of OBCC - Treasurer” Selected as a committee member for the Sports & Recreational Club of OBCC Elected as In-charge person for Treasurer for two outbound contact center of AIG. Responsible for all of a club's money, both incoming and outgoing, and needs to keep accurate records to ensure legal compliance

Monitor and analyze a club's financial history for the purpose of forecasting and developing future cash management strategies.

Responsible for keeping accurate full financial report whenever requested. Aim of the club to minimize the culture gap between two contact centers by creating strong bonding with exciting sport and recreational activities.


Company Contacts

AIG Malaysia Sdn Bhd Ms Akma ( 601*-*******) – Senior Trainer AIG Malaysia Sdn Bhd Ms Nashrah ( 601*-*******) – Senior Team Leader Saaru Associate Sdn Bhd Ms Sapna ( 06 – 7621837 ) – Admin Executive Expected Salary RM 4,000.00 - Negotiable

Own Transport Yes

Willingness to Travel and Relocation Yes

Availability One (1) Month

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