Hema Sivalingam
Puchong,Selangor
Summary
Team Leader with strong background in quality assurance, issue resolution, and effective communication. Experienced in project management, personnel training, and production scheduling. Proven track record in process optimization and customer satisfaction enhancement. Recently transitioned to Business Development, focusing on revenue growth and strategic partnerships.
Overview
12
12
years of professional experience
Work History
Team Leader
TDCX Malaysia (Klook Project)
Kuala Lumpur
05.2025 - Current
- Lead and support of CS reprensatative klook project
- Analyzed data from various sources to identify areas of improvement in the department's operations.
- Held weekly staff meetings to review project updates, discuss issues, and brainstorm solutions.
- Conducted regular performance reviews to assess individual team member progress.
- Created training materials and conducted group trainings on new processes or procedures.
- Provided coaching and feedback on employee performance, encouraging professional development.
- Maintained a positive work environment that promoted collaboration between team members.
- Ensured compliance with all safety regulations in the workplace.
Business Development Executive
Lazada Malaysia
09.2024 - 04.2025
- Develop and implement business strategies to drive growth and revenue.
- Identify and acquire new business opportunities through market research and client engagement.
- Maintain and build relationships with key stakeholders, vendors, and partners.
- Analyze sales performance and customer behavior trends to optimize business strategies.
- Collaborate with internal teams to enhance customer experience and streamline operations.
- Ensure achievement of monthly and quarterly business targets.
Team Manager (Astro Project)
SRG Asia Pacific Sdn Bhd
03.2022 - 02.2024
- Managed a team of 20 employees, providing guidance and support for high performance.
- Led weekly strategy meetings to align team objectives with company goals.
- Developed and implemented training programs to enhance team productivity.
- Conducted performance evaluations and provided coaching for continuous improvement.
- Ensured customer issues were resolved efficiently, maintaining high satisfaction ratings.
- Prepared service level reports, tracking metrics to identify improvement areas. Handled special case escalations, working closely with senior management for resolutions.
- Managed staff scheduling to ensure adequate coverage during peak demand periods.
Team Leader (Hotlink Project)
SRG Asia Pacific Sdn Bhd
01.2017 - 03.2022
- Supervised and led a team of 10 customer service representatives.
- Developed and implemented policies and procedures to improve operational efficiency.
- Conducted one-on-one coaching and mentoring to enhance employee performance.
- Assigned tasks based on employee strengths to optimize productivity.
- Led recruitment and onboarding of new team members.
- Provided guidance on customer service best practices and conflict resolution.
- Analyzed performance data to identify trends and areas for improvement.
Customer Service Representative
SRG Asia Pacific Sdn Bhd
06.2015 - 01.2017
- Assisted customers with billing, technical issues, complaints, and service inquiries.
- Delivered exceptional customer support through phone and email interactions.
- Maintained accurate records of customer interactions and issue resolutions.
- Provided product information and recommendations to enhance customer experience.
- Conducted follow-up calls to ensure customer satisfaction.
Administrator
Public Courier
09.2013 - 06.2015
- Managed customer inquiries, complaints, and service requests via phone and email.
- Organized and maintained filing systems for client records and transactions.
- Assisted with presentation preparation and administrative documentation.
- Provided technical support for software and hardware issues when needed.
Education
Certification - Business
Malvern College International
01.2011
Sijil Pelajaran Malaysia - SPM
SMK Puchong Batu 14
01.2008
Skills
- Conflict resolution & escalation management
- Project management
- Data analysis
- Performance evaluation
- Business strategy
- Customer relationship management
Languages
English (Fluent), Malay (Fluent), Tamil (Fluent)
References
- Prabu, Ganesh, SRG Asia Pacific Sdn Bhd
- Atchuthan, Krishnan, 0173044986, 0146690447, SRG Asia Pacific Sdn Bhd
Timeline
Team Leader
TDCX Malaysia (Klook Project)
05.2025 - Current
Business Development Executive
Lazada Malaysia
09.2024 - 04.2025
Team Manager (Astro Project)
SRG Asia Pacific Sdn Bhd
03.2022 - 02.2024
Team Leader (Hotlink Project)
SRG Asia Pacific Sdn Bhd
01.2017 - 03.2022
Customer Service Representative
SRG Asia Pacific Sdn Bhd
06.2015 - 01.2017
Administrator
Public Courier
09.2013 - 06.2015
Certification - Business
Malvern College International
Sijil Pelajaran Malaysia - SPM
SMK Puchong Batu 14
Similar Profiles
Muhamad Faris Rizuan SamsudinMuhamad Faris Rizuan Samsudin
Customer Service Lead at TDCX Malaysia - Samsung Galaxy ProjectCustomer Service Lead at TDCX Malaysia - Samsung Galaxy Project
NAVINAH KAVERINAVINAH KAVERI
Team Lead (TL) for Klook Project at Startek Berhad formerly known as Aegis BPO Sdn.Bhd (KLOOK project)Team Lead (TL) for Klook Project at Startek Berhad formerly known as Aegis BPO Sdn.Bhd (KLOOK project)
WASEEM SYEDWASEEM SYED
Sales Consultant at TDCX MalaysiaSales Consultant at TDCX Malaysia
Prabhakar KupusamyPrabhakar Kupusamy
AVP Project Manager at MaybankAVP Project Manager at Maybank
Mustafa Kamal RazalliMustafa Kamal Razalli
Assistant Unit Manager at Takaful Ikhlas BerhadAssistant Unit Manager at Takaful Ikhlas Berhad