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Member Profile

Viknesvaran A L M Mahendran
Manager Quality Assurance Enterprise
VADS Berhad
93 Connections

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About Me, My Hobbies & Interests!

I started my journey in the contact center industry as a Customer Service Representative (CSP) for the TM Streamyx project back in the year 2007. Eight (8) months down the road, I was promoted as a Quality Assurance Specialist and involved in several quality improvement projects. In the year 2011, I was promoted as a Quality Assurance Assistant Manager and assigned to oversee quality related matters of TM Streamyx Account across different sites. In the year 2012, when the TM Unifi Contact Center (TMUC - High Speed Broadband service) was formed, I was nominated as a TMUC project team member. This was another milestone in my career, carrying the responsibility to establish the entire QA Processes and Procedures of TMUC Contact Center according to stipulated guidelines of the TMUC Project Management Team. In the year 2014, I was transferred to manage the Quality Assurance Team of the Multinational Corporation Accounts (MNC) and entrusted to oversee the QA functions of nine (9) different accounts. I was awarded with Service Excellence Appreciation award for leading the team in achieving the Customer Satisfaction Survey (CSS) target in the year 2014 and helped retaining a project worth millions in addition to overall quality performance improvement of the MNC Contact Center

Company Details

VADS Berhad (VADS) is a Malaysian Managed ICT Service provider. Having grown from a joint venture between IBM Global Network Services and Telekom Malaysia Berhad (TM) in 1991, today we are wholly owned subsidiary of TM; serving more than 500 medium to large businesses across industries.

Our main activities are Value Added Services, IT Services and Business Process Outsourcing. We bring together people, processes and technologies to enable more effective and dynamic use of information technology and communication. We empower businesses with value-based solutions and services by offering our expertise in what we do best that allows you to focus on what you do best - your core business.

Our Service Offerings:
1. Customer Experience Management
2. Revenue Generation and Protection
3. Knowledge Process Outsourcing
4. Learning and Talent Management
5. Business Suites / Facilities Management

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Personal Awards

ContactCenterWorld - Top Ranking Performers Awards APAC 2015: Ranked #2 for Quality Auditor
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May 29, 2015 12:00 AM
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Esteban Creasey ContactCenterWorld
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Grace Heny 168Solution
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Sam Zuccarello SingTel Optus
Elif Diplen Birol ContactCenterWorld
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Saravanan Belusami Vads Berhad(Verified Admin)
Nandi Satria Segara PT Telekomunikasi Indonesia
(Verified Admin)
Nugroho Agung Prasetyo PT Bank Central Asia Tbk
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