Open to opportunities

shiven daran

@shivendaran

Message

Experienced team leader and QA specialist driving service excellence and performance improvement.

Malaysia

Message

What I'm looking for

I seek a role where I can lead and develop frontline teams, drive QA and performance improvements, and contribute to operational excellence in a collaborative, growth-oriented environment.

I am a versatile customer service and quality assurance professional with over 10 years' experience across BPO, retail operations, and administration. I have led and coached teams of frontline agents, elevated QA performance through live monitoring and coaching, produced KPI and SLA reports, and supported process improvements that improved attendance and operational metrics.

My strengths include performance management, training and onboarding, escalation handling, and data-driven quality improvement. I am known for reliability, strong communication, and a consistent commitment to developing teams and delivering exceptional customer experiences.

Experience

Work history, roles, and key accomplishments

Team Leader

Daythree Business Services Sdn. Bhd.

Jul 2020 - Jun 2024 (3 years 11 months)

Managed a 16-agent team, improving AHT/AUX adherence and delivering KPI/SLA reports; coached agents through daily briefings and one-to-one sessions, contributing to measurable QA and performance improvements.

Team Leadership Coaching KPIs AHT Call Calibration Performance Management Client Meetings

Acting QA Specialist

Daythree Business Services Sdn. Bhd.

Nov 2019 - Jul 2020 (8 months)

Performed live call monitoring and provided timely feedback to agents and operations; conducted soft-skills coaching, handled escalation chronologies, and supported training and social media/email backup.

Quality Assurance Coaching Escalations Training Transcription Soft Skills Chronology Reporting

Customer Service Executive

Daythree Business Services Sdn. Bhd.

Dec 2018 - Oct 2019 (10 months)

Handled inbound customer inquiries and complaints, recorded and escalated issues using company CRM, supported new agents on the floor and assisted operations and reporting tasks.

Customer Service CRM Reporting Escalations Active Listening

Cashier

The Store Corporation (M) Bhd

Dec 2017 - Nov 2018 (11 months)

Processed cash transactions, resolved customer product/price queries, promoted items at point of sale, and trained new employees on POS and customer interaction standards.

Cash Handling Point of Sale Customer Service Promotion Training Counter Maintenance

Inventory Clerk

Econmart Sentosa

Jul 2017 - Oct 2017 (3 months)

Managed purchase orders and stock card updates, audited shortages/overages, coordinated promotional and seasonal ordering, and reconciled closing quantities before procurement.

Inventory Management Stock Audits Data Entry

Cashier

The Store Corporation (M) Bhd

Jul 2014 - Sep 2016 (2 years 2 months)

Handled customer inquiries, promoted products and discounts, processed transactions, maintained counter cleanliness, and trained new hires on POS and customer service.

Cash Handling Customer Service Promotion Transaction Processing Customer Engagement

Administrative Trainee

WIM College

Feb 2014 - May 2014 (3 months)

Supported student orientation and registration, managed student portfolio entries for MQA/MOHE, organized events, and trained interns on administrative tasks.

Administration Student Registration Data Entry Event Coordination Document Management