Vidyavathi Sagathevan,

Klang, Selangor, Malaysia /+601*-*******

LinkedIn: linkedin.com/in/vidyavathi-s-471526a5 / Email: adgt3k@r.postjobfree.com

Service cultured and CX leader with deep knowledge in customer experience, customer service, back end processes, recruitment, contact center, projects, migration, and activities. I am experienced at guiding large numbers of individuals, in a team/department like remote supervision of various countries of persuasive expertise, flexible, vision / result-oriented, resourceful, and approachable. My main career aim is to contribute/reach more knowledge with new skills, connect with new people. I agree that this is indeed an exciting process to benefit from various perspectives and demands by improving my career path. I've had a fun and productive journey to work across the globe without any change of place so far, so this will be a further extension to expand both personally and professionally. At a new altitude, I am open to new opportunities to explore diverse levels of experience globally or locally in order to take on new challenges of learning and unlearning so I can trade my knowledge and best practices where it is needed for potential opportunities. With this, I'm going to be able to gain a better record of success and self-satisfaction as career milestones by contributing to every organization.

Professional Strengths:

CX champion - Customer Experience, Quality Assurance Management, Customer Service, Operations - Back End and Contact Centre, Root Cause Analysis - CAPA, 5 WHYs, Process Improvement, Six Sigma – Yellow Belt, Scrum methodologies, Complaint Management, Account/Stakeholder management, Project Management, Coaching, People Management and leadership, CSM® - Certified Scrum Master.

Career Highlights:

●Directed Customer Centricity project center-wide to cultivate the values of ‘Customer First’ in Shared Service.

●Led Operation Playbook project to incorporate quality documents repository for all processes inclusive coaching and standardization of the RCA model in a shared service environment.

●Successfully implemented best practices across APAC countries in contact center environments.

●Managed and leading Global Quality Model alignment projects, organization KPI/Metrics alignment, and migration projects.

●Implemented process improvement in customer care unit and gained FTE save with 79% error improvement overall.

●Spearheaded end to end service excellence predictive model comprehensive complaint, mystery shopper, CSAT, NPS, customer journey & experience, quality performance, and training.

●Implemented and influenced 30, 60, 90 training plans in a contact center environment for upskilling and refresher training.

●Revitalized and launched a service excellence recognition program center-wide in Shared Service.

●Steered ‘A day with Operation Excellence Program’ as a part staff engagement program in Shared Service.

●Headed staff engagement and rewards & cognitions program for the customer care department – retail banking.

●Led Pain point sessions for the Customer Care Department – retail banking.

●Elevated Contact Centre performance in attendance, attritions, and staff morale through engagement activities in Shared Services by 50% and bank 75%.

●Ambassador for key revolution programs within multiple organizations such as AIA vitality, financial literature program - CSR, Customer Experience & Innovation in driving change, partnering strategically, generating people insights, and embracing agility.

Working Experience:

Roche – Senior Regional Quality Assurance & Excellence Specialist – Jan 2020 to Oct 2020

●Collaborated and lead site/regional/global colleagues to define quality governance standards, processes, and procedures in the global community quality squad.

●Uphold productive partnerships with key stakeholders at site level/regional/global and HR support solutions knowledge management on the topics of quality, process performance, and compliance as well as continuous improvement.

●Represented as reporting & quality specialist for new service/system deployment for APAC region

●Developed global quality metrics, operational key performance indicators, and survey components for the CX dashboard.

●Responsible for customer satisfaction surveys as per support solutions strategy for continuous improvements.

●Initiated APAC OPEX continuous improvements model to validate and shares with other colleagues from the HR Support Solutions network regarding re-use of existing and process improvements or innovations.

●Led service culture as an ambassador for People Support Solution group for APAC region with collaboration networks in People, Technology, and Communication channels.

AmBank Group - Customer Experience Manager – 2019 to 2020 (1-year contract)

●Undertaken product or service issues by clarifying customer’s complaint; determining the root cause of the problem; selecting and explaining best solution; expediting correction or adjustment; following up as needed to ensure full resolution matters inclusive online, branch, service provider, stakeholder, contact center, training and operations by engaging in-house departments, external relationships by demonstrating spirited CX characteristic and foster the awareness among the all the staff from intercross functions.

●Facilitated pain point sessions and conduct mystery shopper sessions for all the branches to measure the improvement area across Malaysia.

●Orientated coaching techniques and CX awareness model to all support staff, Team Leaders, and customer service executives to instill the customer-centric values.

●Headed employee engagement and staff rewards & recognition programs for the customer care department.

●Tracked NPS bottom-up performance movement, analyze and identify actionable insights, and provide timely regular updates for performance improvement.

●Provide supervision and development opportunities for associates in the contact center, operation, and branch supports.

●Align with leaders to the shared vision for Customer Experience transformation initiatives by supporting leadership sessions and workshops.

●Supported the development of corresponding Customer Journey maps across touchpoints.

●Coordinated and implemented process improvements to achieve the greatest efficiency and quality.

AIG Shared Service – Quality Assurance Manager – 2014 till 2018

●Headed the quality management department independently by deputizing the Head of Operation Excellence for quality management matters.

●Represented as the key contact person for quality management for KL shared services for escalation, operations issues, migration updates, and resolutions for Contact Centre, Finance & Collection, CPS, Validation, Claims, underwriting team.

●Functioned closely with all the stakeholders and Head of Departments throughout global shared services in AIGSS

●Executed coaching, multiple projects, campaigns, capacity planning, recruitments, training, and root cause analysis.

●Managed and lead section managers and quality specialists to meet and exceed individual, team, and departmental objectives.

●Adhered and enforced Standard Operating Procedures (SOP's) and other governing documents that include service quality standards, quality scorecards, monitoring processes, coaching requirements, and continual improvement actions.

●Created, communicated, and effectively executed subordinate job responsibilities and provide defined job-specific developmental and/or career development plans.

●Managed a team of quality analysts with a span of 20 -30 Quality Analyst for; Contact Centre, KPO Validation team, Finance & Collection, Claims, Client Policy Servicing, and Underwriting.

●Monitored and ensured the adherence of Quality process and procedures, complaint, compliments, Voice of Customer feedback, project, campaigns for respective accounts.

●Created and uphold the quality framework, process map, and QA handbooks.

●Coordinated and simplified monthly account management and operation meetings among Head of Department, Team Leaders, Business Partners, and Quality Assurance Team.

●Conducted Quality orientation, roadshows, and new product refresher, soft skill training, quality campaign, quality briefings, and coaching process.

●Reviewed and designed quality monitoring formats and standards in a timely manner.

●Endorsed the developments for Quality Monitoring systems are established, implemented, and well maintained.

●Conducted regular staff performance review, productivity, and career development plans.

●Provided feedback/recommendations to line managers on CSR’s strengths and weaknesses to uplift the performance by engaging staff through level 3 coaching sessions.

●Actively engaged in efficiency and cross-skilling planning within Quality Management. (Attained 6 FTE save within the team)

Sudong Sdn. Bhd – Quality Assurance & Service Excellence Project Lead – 2012 till 2014

●Performed quality monitoring for contact center and email resolution department (Voice and non-voice – 3 hotlines consist of 300 agents, 5 Ops managers)

●Monitored and ensured the adherence of Quality process, complaints management, CSAT reporting, and procedures to all teams.

●Maintained and updated the quality framework, process map, and QA handbooks. Provided call quality-related training and coaching to customer service officers, team leaders, and quality assurance executives.

●Coordinated and facilitated call calibration sessions among Team Leaders and Quality Assurance teams.

●Conducted training for trainers (TTT) for Quality orientation, roadshows for new product refresher, soft skill training, and coaching process.

●Maintained system access for the training plan, executed the mock call, performance improvement plans, and ABAY monitoring process.

●Executed in-house Customer Excellence project implementation and presentation, performed the role of site moderator role for inter-site calibrations.

●Structured new hotline & Quality framework for ERT (Email resolution team), Executed Project RED Flag (During outage /crisis), Led Quality Circle project

Scope International – Senior Global Operation Officer - 2009 till 2012

●Provided 2nd level credit screening process for MY & SG Mortgage and Auto Loan Processing.

●Controlled and delivered banking operations, settlement tasks, value-added services to clients in accordance with service level agreements procedures, and regulations.

●Managed complaints, escalation cases in operational to resolve the error that has been escalated to meet zero defects service and service guarantee.

●Liaised with valuers, approver, and sales personnel regarding the process procedure.

●Performed reconciliation reports and released duplicate submission cases.

●Cross skilled in a credit card call back verification, admin process, Singapore equities, wealth account opening, and return mail process.

●Executed on the job training, job scope presentations, and manuals for new joiners.

●Conducted assessment charts to all staff to refresh their skills, update new policy changes, and monitor validation quality service.

●Facilitated CRES 5.3 UAT & BCB testing created 5Y’s root causes analysis module for the credit initiation team.

●Implemented process improvement Dual screen validation for the validation process

●Facilitated bundle product validation under FL express UAT

Education

Executive Bachelor Degree in Management (Asia E University) CGPA: 3.89

Software/System strength

NICE, PeopleSoft, Workday, QMS, Telemann, Speech /Voice Analytics, VERINT, Pegasus, ONYX, Google Suite, Google Sheet, SNOW, Neo Case, Avaya, Trello

Certification/ Recognitions:

●Lean Six Sigma ( Yellow Belt ), Team Excellence award for Q4’15, Q1 & Q2’16 - American International Group Shared Service, KL

●Best Operation Buddy, First At the workplace, Spot Award, Up Your Service, Certified In house Coacher - Sudong Sdn. Bhd.

●CSR Champion, Spot Award, Crisis Management recognition – Scope International

●Most Improved Retail bank Award 2019 – AmBank (Team recognition)

●Customer Care Leadership Training - Building Service Excellence through Stakeholders Engagement – EQ Edge

●CX Champion Masterclass – Realigning brand and CX across the touchpoints

●Certified Scrum Master, CSM® – Scrum Alliance

Languages: English, Malay, Tamil

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