Thilagarani Mokhan
Kuala Lumpur
Summary
Experienced team leader with over 10 years in customer relationship management and service delivery. Proven track record in managing high-performing call centers, coaching teams, and ensuring compliance. Skilled in optimizing processes, problem-solving, and enhancing customer satisfaction. Dedicated to achieving corporate goals and fostering a positive work environment.
Overview
13
13
years of professional experience
Work History
Service Delivery Manager
EMA Global Assistance
07.2021 - 02.2022
- Established and implemented a fully operational call center, ensuring seamless communication and efficient customer service delivery
- Managed daily operations of a high-volume call center, meeting client expectations and service level agreements (SLA)
- Led a team of 25 customer service representatives, providing coaching, training, and performance feedback
- Ensured compliance with regulatory requirements and company policies, protecting customer information and maintaining legal and ethical business practices.
Supervisor
White Tiger Cleaning Limited
07.2017 - 05.2021
- Managed a team of 15 cleaning staff, ensuring high-quality service through guidance, training, and supervision
- Developed and implemented cleaning schedules and protocols to meet client standards
- Conducted regular inspections to ensure compliance with company policies and sanitation regulations
- Managed inventory of cleaning supplies and equipment to support efficient operations.
Senior Team Leader
Mondial Assistance
12.2012 - 05.2017
- Supervised and coached a team of 35 customer service agents in a high-volume call center
- Provided ongoing training and development, focusing on communication skills, product knowledge, and problem-solving
- Managed daily operations, including call monitoring and resource allocation to ensure productivity and efficiency
- Resolved complex customer issues, maintaining customer loyalty and satisfaction
- Collaborated with other departments to implement process improvements and drive performance.
Senior Technical Support
Scicom MSC Bhd
05.2009 - 04.2012
- Trained and mentored junior technical support staff on best practices and troubleshooting techniques
- Provided Tier 1 IT support to internal users, assisting in identifying issues and explaining solutions.
Education
SPM -
Sekolah Menengah Convent Pulau Tikus
Penang2003
Skills
- Customer Relationship Management
- Leadership
- Team Management
- Coaching and Development
- Call Center Operations
- Training and Mentoring
- Problem-Solving
- Process Improvement
- Inventory Management
- Scheduling and Planning
- Quality Assurance
Accomplishments
- Best Employee of the Year 2015 at Mondial Assistance
- Perfect Attendance 2009/2010 at Scicom MSC Bhd
Languages
English
Bilingual or Proficient (C2)
Malay
Bilingual or Proficient (C2)
References
- Madam Thana, HR Manager, Mondial Assistance, +60186533999
- Ms. Yvone Check, General Manager, EMA Global Assistance, +60162027226
Timeline
Service Delivery Manager
EMA Global Assistance
07.2021 - 02.2022
Supervisor
White Tiger Cleaning Limited
07.2017 - 05.2021
Senior Team Leader
Mondial Assistance
12.2012 - 05.2017
Senior Technical Support
Scicom MSC Bhd
05.2009 - 04.2012
SPM -
Sekolah Menengah Convent Pulau Tikus
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