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Kirshalini T. — Mid-Level Front-End Developer from Malaysia

Kirshalini T.

Mid-Level Front-End Developer

Malaysia 2-3 years
Open to offersNew to Platform
Languages
English
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About

Kirshalini T. is a versatile Technical Specialist and Subject Matter Expert based in Cheras, Kuala Lumpur, with robust hands-on experience in front-end technologies, CRM and analytics integration, IT support, and customer-facing training. With a proven track record for boosting CSAT and QA through data-driven coaching and process optimization, Kirshalini develops structured upskilling programs and coaches under-performing agents to enhance proficiency in commerce workflows. Skilled in troubleshooting integration issues such as Pixels, Event API, and MMP, she also supports CRM integration with tools like Zapier, HubSpot, and Salesforce. In past roles, she managed high-volume support, meeting SLA targets, and creating feature suggestions to improve the customer experience. Kirshalini also produced QA vs CSAT reports to inform stakeholders and support product improvements. She holds a Bachelor of Computer Science from Universiti Putra Malaysia and has completed certifications in AI and IT support.

Experience

  • Subject Matter Expert (Commerce)

    TDCX Malaysia · 2025 — Present
    Developed and implemented structured upskilling programs aimed at enhancing agent proficiency in commerce workflows and tools. Conducted coaching for low-performing agents to boost CSAT and QA outcomes. Analyzed customer feedback and QA audits to detect recurring issues and execute corrective actions. Generated reports comparing QA and CSAT to inform stakeholders and assist in product and process decisions.

  • Technical Product Specialist (Front-End Developer)

    TDCX Malaysia · 2024 — 2025
    Facilitated front-end integration and tracking using Pixels, Event API, and MMP, while also aiding in CRM integration through Zapier, HubSpot, and Salesforce. Collaborated with cross-functional teams to troubleshoot product-related issues and minimize repeat incidents. Delivered product demonstrations and training sessions to internal teams and clients to enhance adoption and lessen support volume. Compiled client technical feedback into prioritized recommendations for product optimization.

  • Client Support Executive

    Deriv Services Sdn Bhd · 2023 — 2024
    Oversaw high-volume chat and email support while achieving SLA targets alongside handling P2P payment inquiries and escalated issues. Identified and resolved platform, login, and P2P payment problems; documented root causes and reported confirmed bugs to the engineering team. Developed and shared workarounds and feature suggestions, which included temporary P2P payment solutions aimed at enhancing customer experience and decreasing repeat tickets.

  • Front-End Developer & IT Support

    ITC Edu Ventures · 2022 — 2023
    Engineered and maintained responsive front-end interfaces for both web and mobile applications. Provided IT support encompassing installation, configuration, and troubleshooting of hardware and software. Addressed help-desk queries to enhance internal productivity and facilitated user training on system usage.

Skills & Expertise

LegalMotion Graphics Designer

Education

  • Bachelor of Computer Science (Multimedia)
    Universiti Putra Malaysia · — — 2023
  • Pre-University (Matriculation)
    Kolej Matrikulasi Pahang · — — 2015

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