Thivyaapriya S.

Customer Service Supervisor and Team Leader with 6+ years of experience in customer operations, escalation management, and service excellence across Singapore and Malaysia. I specialise in leading customer service teams, improving operational performance, managing complex customer escalations, and delivering exceptional customer experiences. I have experience supervising teams of 20–25 customer service representatives, driving CSAT and SLA performance, coaching team members, and supporting continuous improvement initiatives. Throughout my career, I have supported regional customers across Malaysia, Singapore, Thailand, and Australia, working closely with internal stakeholders to resolve high-priority issues and achieve successful outcomes. My key strengths include: • Customer Service Leadership • Team Coaching & Performance Management • Escalation Management • Customer Experience (CX) • CSAT, SLA & KPI Management • Complaint Resolution • Quality Assurance • Stakeholder Communication • Process Improvement I am open to opportunities in Customer Service Leadership, Customer Experience, Customer Success, Operations, and Team Lead roles where I can contribute my leadership experience and passion for delivering service excellence. Let’s connect and explore opportunities to create better customer experiences.