Khalyani Elankovan
Operations Manager | Customer Experience Leader | Training & Education Professional
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Tentang
Accomplished operations and customer experience professional with over 18 years of progressive experience across retail management, multinational customer service, collections, logistics, customs clearance, administration, and education. Proven ability to lead teams, optimise operations, improve customer satisfaction, manage KPIs, and coach employees to deliver high performance. Currently pursuing both a Master of Business Administration (MBA) and a Master of Education, demonstrating a strong commitment to continuous professional development and leadership excellence.
Pengalaman
Manager - Siva Maju Fresh Mart & Cash & Carry Sdn Bhd
(2020-01 - 2026)
- Lead daily retail operations, staffing, budgeting, inventory control and business performance.
- Recruit, train and mentor employees to achieve operational excellence.
- Monitor sales trends and implement improvement initiatives.
- Resolve escalated customer issues while maintaining high service standards.
- Ensure compliance with health, safety and company policies.
Collections Team Leader - IWG plc
(2018-10 - 2019-12)
- Managed a team of seven collectors across APAC portfolios.
- Conducted coaching, performance reviews and KPI monitoring.
- Worked with senior management to improve collection strategies and operational performance.
Collections Specialist - IWG plc
(2017-01 - 2018-09)
- Negotiated repayment solutions and managed delinquent accounts.
- Recipient of Best Performance Award for two consecutive quarters.
Senior Customer Service Executive - MLH Global
(2016 - 2017)
- Managed international shipment enquiries, customs documentation and customer service resolution.
Customer Service & Clearance Support - TNT Express
(2011 - 2016)
- Handled customs clearance, freight coordination, import/export documentation and customer support.
Earlier Career - Datacom South East Asia | DNMC International | Tadika Fun Alley
(2005 - 2011)
- Built strong foundations in customer service, administration, accounting and teaching.
Pendidikan
Master of Business Administration - Business Administration - INTI International University
Master of Education - Early Childhood Education - Asia e University
Bachelor of Education (TESL) (Honours) - Teaching English as a Second Language (2015 - 2020)
Diploma in Business Administration - Business Administration (2012 - 2014)
