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Rajasuri Sivalingam

Business Leader & Customer Success Expert

■ EXECUTIVE SUMMARY

Operations Excellence Manager with over 26 years of rich experience across multiple organizations, supporting cross-functional teams in the development, documentation and delivery of process innovations for driving the attainment of business goals. Gained exposure in business analysis, requirement gathering, process enhancement and client relationship management, along with performance reviews, training programs and talent assessments. Thought leader behind the implementation of creative methods to improve operations and quality. Led the team and interacted with executives to foster a change-friendly environment, resulting in improved collaboration and transparency across Business & Support Functions. A self-motivated, highly passionate, result-oriented & articulate Mentor & Coach with great respect for people, process and innovation.

■ KNOWLEDGE PURVIEW

• Team Leadership: Building and leading world-class team; driving operational practices to track performance of teams and individuals. Delivering transformational leadership so that team is highly motivated and engaged.

• Business Development: Spearheading the entire gamut of operational excellence, through continuous monitoring of productivity, effectiveness and quality of the pipeline and to help the team on the ground. Reduce churn and drive new business growth through greater advocacy and reference ability.

• Process Enhancement: Continuously evaluating operational processes to identify areas for improvement and implementing initiatives to enhance efficiency and productivity.

• Customer Success Management: Setting the overall vision and strategic plan for customer success operations, focusing on leading a positive customer experience. Defining & optimizing customer lifecycle by driving programs & initiatives to improve engagement approaches based on customer segmentation.

• Stakeholder Management: Building strong relationships and collaborating cross- functionally to drive effective support and seamless customer experience.

■ EXPERIENCE

Caterer

Malis Kitchen, Singapore Since May’2017

Highlights:

• Demonstrated skills in cooking North and South Indian food as well as Western Food; prepared food for approx. 20 – 50 pax on a weekly basis

• Responsible for creating menus, handling special requests, working on mobile food preparation stations, ensuring that health and safety regulations are respected and setting tables

• Frequently washed and sanitized hands, food areas and food preparation tools

• Scheduled, organized, planned and set up various catering events for the business while working closely with the team & client to ensure a successful outcome of the catered event Freelance Phonics Teacher

Freelance, Singapore Since Jul’2019

Highlights:

• Provide private tuition to the students

• Monitored student progress and took actions to support student success

• Utilized various educational technology resources to ensure that effective and innovative instruction methodologies are employed

• Taught the assigned courses to 3 – 7 years old, in accordance with the course outlines and recommended textbooks; ensured integrated listening, speaking, reading, and writing

Address: Spore 752588, Singapore

Email: ad1ohs@r.postjobfree.com

LinkedIn Profile

■ CORE COMPETENCIES

• Strategic Business Planning &

Execution

• Operational Policies & Procedures

• Client Engagement & CRM

• Strategic Alliances

• Global Revenue Growth

• Talent Management

• Operational Excellence

• Classroom Assessment Techniques

• Students Mentoring

• Student Cantered Approach

• Feedback and Improvement

Measures Implementation

■ EDUCATION

• Honors in Business Management

from Sunderland University in 2021

• Diploma in Business Management

from Management Development

Institute of Singapore in 2015

• Follow Food and Beverage Safety

and Hygiene Policies and

Procedures (2014) from Project

Dignity Pte. Ltd. in 2015

• Certificate in Service Skills (major

in Office Skills) from Business

Trend Commercial 2001

• Fundamental Certificate in

Childcare and Child Education

from RTRC Asia in 2000

■ EARLY CAREER GLIMPSE

• Apr’05 – Feb’07: Admn. Executive

- Shining Scholars Preschool

• Jul’03 – Feb’05: Pre School-

Teacher - Kidsville Childcare

Centre

• Jan’02 – Feb’03: Childcare

Teacher - Cambridge Childcare

Development Centre

• Jan’00 – Nov’01: Kindergarten

Teacher - Vidya Kindergarten

• Dec’98 – Dec’99: Admin Assistant

- Canadian International School

(12 months contract)

• Oct’97 - Dec’97: Receptionist

Nestle R & D Center

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Customer Service Team Leader

FairPrice, Singapore Feb’18 - Jun’22

Highlights:

• Managed customers’ feedback and inquiries via phone or email and provided a first-call resolution to customers

• Collaborated with various stakeholders such as the operations, logistics, and inventory teams to assist in online customers’ requests

• Coached and mentored customer service representatives and recommended solutions to ongoing service issues

• Generated feedback reports from time to time; processed refunds in SAP/CyberSource Customer Service Executive

(Government Project for Ministry of Manpower)

SingTel, Singapore Mar’07 – Sep’17

Highlights:

• Assisted customers on:

o Application procedure of work passes

o New implementation of regulation and system changes o Basic IT resolutions, navigation, and various application of Employment Pass Online

(EPOL)

o Employment act inquiries like payment of salary, public holidays entitlement & pay, leaves (SL, CCL, AL, PL, ML, etc.), termination, re-employment of older employees, overtime, under workplace safety and health issues o Work injury compensation, work accident reporting, and factory notification & registration

• Answered the incoming enquires of MOM related issues for passes (e.g., Employment, pass, WHP, DP etc.)

• Attend to customer queries and complaints and transferred calls to relevant department, if required

o Escalated the urgent cases to MOM officers

o Cleared daily incoming email on enquiries and feedback

• Assisted public on matters related to hiring of foreigner while in compliance with foreign Manpower Act

■ CERTIFICATION

• ILETS UKVI 6.5

■ IT SKILLS

• MS Word

• MS Excel

• MS PowerPoint

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