Anitha Arumugam

Senior Team Leader with 8+ years of work experience working on and leading a call-center team. Personally handled 95+ calls daily (customer service) and accumulated a 95% customer satisfaction rating over my career. Customer-focused and successfully contributing to company profits by improving team efficiency and productivity. Skilled at effective negotiations and upselling techniques. Utilizes excellent organizational skills to enhance efficiency and lead teams to achieve outstanding sales.

Responsible for managing the Malaysia Member Services Team (Voice Team) effectively and ensuring optimum service to members are delivered.

• Monitor daily workload and staff scheduling, coaching, and training activities to develop an effective team with a strong customer focus.
• Manage issues escalated by internal/external partners or members.
• Monitor the execution of forecasted call volume vs workforce resource management.
• Operational call tasks management • MS Scripts/Letters/FAQ/SOP • Reporting’s, Call Scoring, Coaching • MS Training – new hires • Complaint Management (RCA) • Plan and implement work schedules for the team to ensure smooth operations. Monitor team’s schedule adherence • Perform inbound/outbound calls periodically to be in touch with call handling in order to guide team effectively • Train and coach team members to improve performance via quality call scoring and call coaching • Disseminate information to team members to ensure accurate and updated information is conveyed to members • Conduct daily huddles, briefing sessions & identify knowledge gaps / training needs • Resolve escalated complaints, perform investigation, recovery and root cause analysis • Prepare team performance reports and productivity reports • Monitor MS inbound email performance to achieve SLA • Continuously review work processes, identify and resolve process gaps for the team • Communicate with other departments & members to resolve operational issues • Conduct nesting for new hires post the NHT

Double Diploma Hotel and Travel management