MATTHEW KUNASAKAREN

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A creative, business-minded operations & customer service oriented professional with over 6 years of experience across a broad range of operations, customer service, call centre management and varied industry segments. Proven track record of combining vision and a well- developed knowledge of digital automation to support digital transformations, business growth and delivering client satisfaction.

CORE STRENGTHS

PROFESSIONAL EXPERIENCES

Operations Manager (Call Centre Customer Service)

Certis Group, Singapore

Brought onboard to develop a HQ Call Centre Customer Service team to oversee the operations, resources and welfare of citizens affected by Covid-19.

• Closely monitored performance management, productive people operations and achieved daily KPI’s. Led a team of 80 Operators to achieve a daily volume of 20,000 calls. Established process- flows and trained a team of Supervisors to consistently achieve our KPI. Development Manager (Business Development Sales)

Certis Group, Singapore

Hired as the second management staff of a project consisting of 3 Business Partners and in under 2 years, we grew it into a Division of 20 Business Partners with 15M in annual revenue.

• Coordinated and launched a Digital Transformation software that automated manual processes such as contracts, procurement, regulatory compliance, invoicing and manpower overview for 20 Business Partners. Slashed administrative costs by 25% while ensuring the continuation and enhancements of quality services.

• Planned and organized first industry-wide social meeting with Business Partners from around the island. Coordinated with our Marketing team to have the event featured in our annual company magazine.

Operations Manager (Call Centre Customer Service)

Certis Group, Singapore

Joined a HQ Call Centre Customer Service team overseeing security operations, incident escalations, crisis management and manpower deployments across the nation.

• Closely monitored performance management, people operations and achieved daily KPI’s. Led a team of 20 Operators to achieve zero error in attending to over 2000 employees daily.

• 100% adherence to Employment Laws & Regulations to ensure productive people operations and an accurate calculation and timely payroll every month.

• Operations Management

• Customer Service

• Business Development

• People Operations

• Call Centre Management

• Digital Transformation

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• Client Management

• Digital Marketing

• Coaching & Facilitation

Army Officer (Lieutenant)

Army, Singapore Armed Forces

Served as an Instructor and Senior Instructor conducting and facilitating local and overseas trainings, coaching and personal development for over 200 Officer Cadets.

• Promoted to Senior Instructor instrumental for coaching Instructors in personal development, teaching pedagogies and improving their coaching and facilitation methods.

• Conducted and facilitated nation-wide Community Charity bringing together charitable organizations and Army personnel to provide under-privileged communities with groceries. CERTIFICATIONS

Advanced Security Management Course Advanced Certificate in Team Leadership Certificate in Basic Coaching & Facilitation

EDUCATION

Diploma/Associates Degree New Media Communications 2013 TECHNICAL SKILLS

Facebook Business Marketing Microsoft Office Adobe Photoshop Zendesk HubSpot