Kala Nyanasagran

MBA-qualified professional with 14 years of experience across banking, higher education, customer service, compliance, and administrative operations. Experienced in customer relationship management, banking operations, debt recovery, regulatory documentation, assessment coordination, and stakeholder engagement. Strong ability to manage multiple priorities, maintain compliance standards, and deliver high-quality operational support in fast-paced environments.

Recognized for professionalism, accuracy, and commitment to service excellence.

APEL Executive at Wawasan Open University Sdn Bhd Registry | Academic Services (2025-07 – Present)

• Coordinate and administer APEL assessment activities in compliance with MQA requirements and institutional policies.
• Maintain accurate student records, assessment documentation, and candidate information.
• Prepare and generate reports, statistics, and documentation for management and MQA submissions.
• Support the preparation and submission of MQA documentation in collaboration with the Quality Assurance team.
• Coordinate assessment schedules, invigilation sessions, candidate interviews, and communication with assessors and Regional Centres.
• Monitor assessment processes to ensure completeness and compliance of all supporting documents.
• Provide operational and administrative support to ensure smooth day-to-day APEL Centre operations.
• Assist in implementing process improvements and maintaining documentation standards.

Customer Relationship & Engagement Executive at Wawasan Open University Sdn Bhd | Regional Operations & Marketing (2024-09 – 2025-06)

• Managed customer enquiries via phone, email, live chat, and helpdesk systems.
• Built and maintained relationships with prospective students and stakeholders.
• Utilized ZOHO CRM to manage leads, track engagement, and generate reports.
• Executed email and SMS campaigns to support lead nurturing and engagement.
• Conducted market analysis and prepared reports on industry trends and competitor activities.
• Ensured timely resolution of customer enquiries and service requests.

Customer Service & Telemarketing Manager at Techtraders Sdn Bhd | Education (2023-03 – 2024-02)

• Managed customer service operations and telemarketing activities.
• Supervised and trained customer service representatives.
• Maintained customer relationships and handled escalated enquiries.
• Ensured compliance with AML requirements and company policies.
• Supported customer retention and service quality improvement initiatives.

Senior Mobile Deposit Specialist at Hong Leong Bank Berhad | Banking & Financial Services (2022-05 – 2023-02)

• Acquired and managed deposit customers through referrals, networking, and business development activities.
• Assisted customers with opening savings, current, and business accounts.
• Promoted deposit products and referred customers for credit cards and personal loans.
• Maintained strong customer relationships and ensured high service standards.
• Participated in roadshows and promotional events to generate leads and business opportunities.
• Ensured compliance with banking regulations and internal procedures.

Takaful Specialist at Hong Leong (MSIG) Takaful Berhad | Banking & Financial Services (2021-07 – 2022-05)

• Advised customers on takaful products and protection plans.
• Conducted customer needs assessments and recommended suitable solutions.
• Managed client relationships and renewal follow-ups.
• Supported branch initiatives to achieve business and service objectives.

Senior Recovery Officer at CIMB Bank Berhad | Banking & Financial Services (2011-06 – 2020-09)

• Managed recovery of delinquent and written-off accounts.
• Negotiated repayment and settlement arrangements with customers.
• Prepared and reviewed documentation related to recovery and legal processes.
• Generated redemption statements and handled property-related settlements.
• Ensured compliance with BNM guidelines and internal policies.
• Trained new employees on departmental procedures and best practices.
• Collaborated with internal stakeholders to resolve customer disputes and account issues.

Master of Business Administration in MBA – UNITAR International University (2024)

Diploma in Medical Imaging – Masterskill University College of Health Sciences (2011)