Vimmallan Thanajeyan

Contact Details
Address
Telephone No.
Mobile No.
Email

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no.7, jalan ss5C/5, kelana jaya, 47301 petaling jaya

03-78864742
016-6131969
vimmallan@gmail.com

Personal Particulars
Age
Date of Birth
Nationality
Gender
Marital Status
IC No.

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25 years
14 Mac 1989
Malaysian
Male
Single
890314-10-5591

Qualification
Qualification
Field of Study
Major
Institute/University
Graduation Date

: Diploma
: Information Technology
: : Segi University College, Subang Jaya
: 2011

Qualification
Field of Study
Institute/University
Grade
Graduation Date

: Primary/Secondary School/SPM/"O" Level

: Science & Technology
: SMK SRI PERMATA, Malaysia
: Pass/Non-gradable
: Mar 2007

Experience
Company Name
Position Title
Position Level
Specialization
Industry
Duration

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S5 Systems SDN BHD

Service Support Engineer
Team Lead (Central Region)
Security Solutions
IT
Feb 2012 - Present

Responsibilities:

Handles end to end project cycle from project initiating & planning,
implementation (including defining project scope and objectives; developing
detailed work plans, schedules, project estimates, resource planning, and project
status reports; conducting project check point meetings and overseeing project
progress and trouble-shooting issues arising) and closure including post
implementation support.

Function as an escalation and liaison for user and to manage users expectations
within project scope and on-time delivery.

Engagement and management of stakeholders expectation in respect of

continuous improvement / process re-engineering with justification of business
case

To lead and manage the performance of diverse project resources within and
outside the department / division, including internal and external parties who are
involved in the execution of the project

Company Name
Position Title
Position Level
Specialization
Industry
Duration
Monthly Salary

: SCICOM (MSC) BHD

: Executive Technical Support
: Junior Executive
: Technical & Helpdesk Support
: Call Centre / IT-Enabled Services / BPO
: Nov 2010 Jan 2012
: MYR 2000

Responsibilities:
Attend to customers from (Singapore ) according to the outlined call structure.
Ensuring that the customer has a positive experience on every call.
Utilize all available resources including internal database, general knowledge, superior
officers, and even team mates to create a confident environment.
Attend regular training sessions to strengthen product knowledge of clients range of
products that range in the hundreds.
Master the various features and services available at the fingertips of customers to
further expand the growth of the largest mobile phone manufacturer in the world.
Educate customers in every and any possible area of doubt.
Adhere to strict processes laid down should an escalation be deemed necessary.
Independently face challenging scenarios which may include a combination of an
uncomfortable customer, extremely technical issue and intimidating outcome if end
result turns out to be negative for the customer.

Additional Responsibilities:
Provide further assistance in various types of surveys devised by the client to further
study the market aimed.
Offer skills to help improve overall customer satisfaction by contacting specific
customers personally and offer additional assistance as well as determine primary
reason of dissatisfaction (if any).
Ensure personal statistics (such as Average Handling Time, After Call Work, Customer
Satisfaction Rate) are at least above average/set a level.
Handling live escalations from any and every agent (ETS) who is faced with a
challenging customer in a scenario of which a supervisor is required.
Providing continuous assistance in reducing back logs for supervisory call backs.
Providing assistance as well as on job training for new hires to ensure a substantial level
of product knowledge.
Creating tickets for technical escalations within a specific time frame.
Generating reports for various vital aspects such as SLA, customer satisfaction surveys
and staff scheduling.
Constantly monitoring volume of incoming calls based on head count to avoid queue.

Company Name
Position Level
Industry
Duration
Monthly Salary

: Concept Care Communication

: Team Leader
: Event Management
: MAC 2009 Sept 2010
: MYR 2000

Responsibilities:
Work under the event manager.
Conducting meeting with the client to understand the even plan and requirements.
Submitting essential reports to the event manager.
Attended all last minute errands, handled any problems that arose, and made sure
everything goes according to plans.
Taking correct decisions when the event manager absent or too busy.
Company Name
Position Title
Position Level
Specialization

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Beach Club Cafe

Cashier
Non-Executive
Food/Beverage/Restaurant Service

Industry
Duration
Monthly Salary
Work Description

: Entertainment / Media
: Nov 2007 Dec 2008
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(-Part time-)
(-Cashier cum waiter-)
Managing the cash registry and performing waiter's task .
Skills
(Proficiency: Advanced - Highly experienced; Intermediate - Familiar with all the basic
functionalities; Beginner - Just started using or learning the skill)
Skill
Years
Proficiency
------------------------------------------------------------------------------------------------Microsoft Windows
>5
Advanced
Microsoft Office
4
Advanced
CMS AVAYA
1
Intermediate
Avaya Softphone
1
Intermediate
Siebel CRM
1
Intermediate
Language
(PROFICIENCY: 0=POOR - 10=EXCELLENT)
Language
Spoken
Written
------------------------------------------------------------------------------------English
9
9
Bahasa Malaysia
8
8
Tamil
7
0
Text Resume / Additional Info
Personal Strengths & Other Attributes
Thorough knowledge of Microsoft Office, Windows Applications and Microsoft Operating
Systems.
Basic knowledge of PC Hardware for desktop and portable systems.
Thorough knowledge of Peripheral Subsystems including the following: Multimedia,
Scanners, Printers/Laser Printers, TBU, etc.
Understanding of support policies and procedural guidelines of a contact center.
Excellent organizational, interpersonal and Customer Service skills.
Ability to handle stressful situations and professionally deal with irate customers.
Flexible to work in a 24/7 environment.
Good team player.
Able to work under pressurized environment.
Perform assigned duties with full responsibility.
Able to absorb and apply new skills quickly.
Job Preference

Expected Monthly Salary

Willing to Travel
Willing to Relocate
Possess Own Transport

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Yes
Yes
Yes

Reference
Name
Relationship
Position
Company
Telephone
Email

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Vinod Kumar
Superior
Service Support Manager
S5 Systems
+60126868428
Vinod.kumar@s5.com.my