Summary
Overview
Work history
Education
Skills
Accomplishments
Interests
Timeline
Generic
Kumaresan Ramasamy

Kumaresan Ramasamy

Isleworth,Greater London

Summary

I have a clear, logical mind with a practical approach to problem-solving and a drive to see things through to completion. Extensive experience has been gained in managing and leading teams across multiple sectors. I thrive on overcoming business challenges and working with others to identify quick wins and long-term solutions.

Dedicated customer service management professional with extensive experience in fast-paced call centre environments. Led by example to provide first-class customer care. Motivated, mentored and incentivised teams to achieve productivity and performance targets.

Overview

24
24
years of professional experience
8
8
years of post-secondary education

Work history

Compliance and Recruitment Officer

Last Minute Healthcare Isleworth
06.2023 - Current
  • Facilitated applicant screenings and background checks in alignment with company-established procedures.
  • Generated reports to inform senior management on recruitment status and ongoing performance.
  • Analysed market data to assess recruiting and hiring trends.
  • Optimised applicant tracking system to reduce time spent on document review.
  • Liaised with candidates to gather data and schedule interviews.
  • Supported employee retention, implementing incentives and morale-boosting activities.
  • Collaborated with hiring personnel to manage administrative and operational asks related to hiring process.
  • Spearheaded comprehensive recruiting strategy, resulting in increased talent pool.
  • Promoted open positions on social media, engaging with target audience to increase access to top-quality talent.

House Officer

Stay Belvedere Hotels Ltd
Chiswick, Hounslow
10.2022 - 06.2023
  • Supervising housekeeping and front desk staff: Being a house officer, responsible for supervising and managing the staff responsible for housekeeping, cleaning, and maintaining the hotel's rooms and public areas, as well as front desk staff respond.
  • . Ensuring guest satisfaction: Ensuring that guests have a positive experience during their stay at the hotel. This would involve responding to guest complaints, providing assistance with any issues or concerns, and making sure that guest needs are meet.
  • Maintained accurate, up-to-date and confidential files in line with reporting standards.
  • Collaborated with other professionals in health and social care to coordinate holistic support.
  • Evaluated and addressed individual client needs and concerns through targeted assessments.
  • Adhered to safeguarding principles to protect service users from risk.
  • Exercised professional judgement to implement interventions and make tough decisions.
  • Advocated on behalf of service users to protect their best interests.
  • Responded calmly to manage crises and emergency situations.
  • Advocated for client needs and rights with court officials, law enforcement personnel and regulatory agencies.

Customer Care Manager

Changi Travel Services
Kuala Lumpur
02.2018 - 02.2020
  • Handled requests with friendly, knowledgeable service and support, continually achieving positive customer feedback.
  • Supervised total daily call volumes of [300], maintaining efficient answering and handling times.
  • Oversaw training and mentoring of new team members, promoting productivity and quality service.
  • Maximised sales revenue growth by successfully identifying up- and cross-selling opportunities.
  • Employed active listening and communication skills to handle escalated and complex calls, achieving [98]% positive outcome.
  • Resolved complaints by ensuring appropriate and timely compensation, boosting customer satisfaction levels.
  • Used excellent telephone manner to optimise customer experience, promptly cutting complaints.
  • Managed online live chat, supporting up to [500] customers simultaneously.
  • Drove customer retention, building engaging relationships through every interaction.
  • Optimised customer service strategy to focus on priority customers, boosting repeat purchases by [90]%.
  • Maximised sales revenue growth by successfully identifying and capitalising on cross-selling opportunities.
  • Maintained smooth-running business operations by delegating priorities to staff abilities.
  • Designed and implemented training to further develop staff based on business goals.

Customer Service Manager

Permanent Fortinet Malaysia Bhd
Kuala Lumpur
12.2007 - 10.2017
  • Prepares product or service reports by collecting and analyzing customer information
  • Contributes to team effort by accomplishing related results as needed
  • Create ticket's for Customer service/technical ticket
  • All ticket's need to be cleared in the queue and solved
  • Handling weekly email
  • Inbound calls/outbound call handling
  • Daily web chat (either cs issue or technical support)
  • Work from home/ weekend on-call/standby
  • Managed PO and SO order/ pending order process in a timely manner
  • Completed research on complex problems and resolved issues efficiently
  • Answered customer requests with friendly, knowledgeable service and support
  • Handling and leading team to manage inbound and outbound calls
  • Monitoring KPI service level to make it hit the target given by the management
  • Focus on training and staff budgeting
  • Update staff daily attendance
  • Monitor staff movements
  • Update monthly time sheet
  • Prepare monthly working schedule
  • Update weekly and monthly operations report to management
  • Side by side coaching and monitoring
  • Conduct training and update new promos
  • Attract potential customers by answering product and service questions; suggesting information about other products and services
  • Opens customer accounts by recording account information
  • Maintains customer records by updating account information
  • Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment and follow up
  • Create ticket's for Customer service/technical ticket
  • All ticket's need to be cleared in the queue and solved
  • Handling weekly email
  • Inbound calls/outbound call handling
  • Premium RMA Call Handling process
  • P-RMA Call Dispatch Using the Unisys Web
  • Portal
  • Daily webchat (either customer service issue or technical support)
  • Interfacing directly with customer through web and phone to troubleshoot hardware defects and approve RMA request
  • Ensuring all RMA cases are recorded, verified , resolved and closed as outlined in
  • Fortinet Quality System procedures
  • Coordinating activities with other functional groups such as operations, planning and distribution
  • Take care and follow up on timely manner with Logistics such as DL, USP and FedEx In- charge for all shipping to local warehouse (Export and Import).

Payment Process Specialist

HSBC Malaysia Bhd
Kuala Lumpur
12.2006 - 12.2007
  • Identified areas for improvement, devising and implementing cost-effective solutions to improve results.
  • Produced written documentation and visual presentations to report data to influence key stakeholders.
  • Leveraged qualitative and quantitative analysis tools to assess data and report on findings.
  • Analysed complex data sets and studied impacts on business growth and operational efficiency.
  • Conducted in-depth impact analyses, assessing potential effects of proposed initiatives on organisation.
  • Spearheaded risk assessments, identifying potential challenges and opportunities with key initiatives.
  • Documented process flows and implemented requirements for functional improvements.

Team Leader

TMNET Malaysia BHD
Kuala Lumpur
07.2005 - 12.2006
  • Led shifts and motivated team to drive sales.
  • Led performance reviews and tailored employee feedback to facilitate professional development.
  • Fostered positive employee relationships through communication, training and coaching.
  • Resolved employee relations issues and navigated disciplinary proceedings.
  • Provided leadership and direction for employees, supervising activities to drive productivity and efficiency.
  • Followed opening, closing and shift changeover procedures for seamless operations.
  • Trained staff to resolve complaints appropriately to maintain customer satisfaction.
  • Promoted professionalism among staff to develop productive relationships.
  • Upskilled team members by planning and delivering training workshops.

Train Driver

KLIA Express, KLIA Express Malaysia BHD
Kuala Lumpur
01.2003 - 07.2005
  • Attended daily pass-down meetings for a full update on systems and trains before shift.
  • Responded to service faults and failures by reporting to control room.
  • Contacted central room for permits and permission to carry out assignments.
  • Observed signals applicable to train movements and reported irregularities to signalmen.
  • Provided clear updates of delays and route changes to passengers and on-board staff.
  • Monitored and moderated train speed to guarantee safe travel.
  • Performed minor adjustments and repairs prior to operation and escalation.
  • Assisted passengers with luggage and provided friendly service to achieve customer satisfaction.
  • Upheld passenger safety by observing signals, nearby traffic and track conditions.
  • Maintained focus and situational awareness of conditions on train networks to guarantee smooth train operations.

Team Leader

Celcom BHD
Kuala Lumpur
04.2000 - 08.2002
  • Led shifts and motivated team to drive sales.
  • Led performance reviews and tailored employee feedback to facilitate professional development.
  • Fostered positive employee relationships through communication, training and coaching.
  • Led team of [25] to achieve KPI targets and successfully complete assigned projects.
  • Collaborated with colleagues from different backgrounds to tackle new challenges.
  • Supported new hires through onboarding process for speedy and successful training.
  • Reported on team performance to higher leadership, proactively offering action for areas of improvement.
  • Coached team members through new or difficult workflows.

Education

Certificate of Higher Education - Basic Pascal Programming

Entrepreneurs Development Institute
Kuala Lumpur Malaysia
01.1990 - 04.1992

GCSEs - Secondary

Sekolah Menegah Gombak Setia
Selangor Malaysia
01.1985 - 12.1990

Skills

  • Contract negotiation
  • Interviewing skills
  • Recruitment strategies
  • External recruitment
  • Conflict resolution
  • Training and development
  • Complaint resolution
  • Microsoft Outlook, Word and Excel
  • Employee management
  • MS Office proficiency
  • Performance management
  • Inventory control
  • Adherence to high customer service standards
  • Exceptional telephone etiquette
  • Schedule management
  • MS Office expert
  • Excellent time management skills
  • Customer service
  • Product knowledge

Accomplishments

  • Update staff daily attendance and monitor staff movements
  • Update monthly timesheet and prepare monthly working schedule
  • Update weekly and monthly operations report to management
  • Side by side coachingand call monitoring -Conduct training and update new promos
  • Ensured staff followed health and safety regulations by regularly monitoringoperations, dealing with rule-breakers appropriately
  • Managed the hiring of new staff by reviewing CVs, conducting interviews and selectingtalent
  • Managed the creation and implementation of store promotions, designing based oncustomer trends and money-making opportunities
  • Prepare train for service by carrying out specific checks
  • Ensure safe operation of trains
  • Drive train and shunting locomotive on the main line and depot safely
  • Report to Operations Control Centre (OCC) of any occurrences, which may affectnormal operations
  • Carry out operational procedures required for Degraded Operation and Emergency
  • Operation
  • Obey operational order from the Operations Shift Supervisor (OTS) and OCC
  • Overall in charge for evacuation of passengers in the train during emergency
  • Attend all meetings and trainings specified by the department and company from timeto time
  • Leadership Skills, Multi-tasking, Problem Solving, Quick Learner, Teamwork, Working
  • Independently

Interests

HOBBIES & INTERESTS, Badminton

Timeline

Compliance and Recruitment Officer

Last Minute Healthcare Isleworth
06.2023 - Current

House Officer

Stay Belvedere Hotels Ltd
10.2022 - 06.2023

Customer Care Manager

Changi Travel Services
02.2018 - 02.2020

Customer Service Manager

Permanent Fortinet Malaysia Bhd
12.2007 - 10.2017

Payment Process Specialist

HSBC Malaysia Bhd
12.2006 - 12.2007

Team Leader

TMNET Malaysia BHD
07.2005 - 12.2006

Train Driver

KLIA Express, KLIA Express Malaysia BHD
01.2003 - 07.2005

Team Leader

Celcom BHD
04.2000 - 08.2002

Certificate of Higher Education - Basic Pascal Programming

Entrepreneurs Development Institute
01.1990 - 04.1992

GCSEs - Secondary

Sekolah Menegah Gombak Setia
01.1985 - 12.1990

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Kumaresan Ramasamy