Experience

Koko

• Singapore
• Financial Services
• 1 - 100 Employee

• Head Of Call Centre and Collections

  • Mar 2022 - Present

  leading the contact centre and collection functions of a startup BNPL company in Srilanka . leading the contact centre and collection functions of a startup BNPL company in Srilanka .



Hatton National Bank PLC

• Sri Lanka
• Banking
• 700 & Above Employee

• Head of Ominichannel Contact Centre

  • Mar 2019 - Mar 2022

  Was leading the Call Centre operations of a leading bank in Srilanka Was leading the Call Centre operations of a leading bank in Srilanka



Chinese Dragon Cafe

• Sri Lanka
• Food and Beverage Services
• 1 - 100 Employee

• Head of Contact Centre Operations & Customer Service

  • Jun 2016 - Mar 2019

  Responsible for revamping and overlooking the callcentre and managing a group of 250 plus employees . Part of digital marketing team of the company and functioned as the advisor for digital advertising.Responsible for initiating MIS related functions and designing performance dashboards.

• Freelance Consultant And Service Trainer

  • Jan 2015 - Jun 2016

• Manager - Contact Centre Operations and Marketing

  • Apr 2014 - Dec 2014

  • Formation & management of centralized Contact Center operations of an oldest restaurant chain in the country.• Ensure smooth operations of all 5 branches • Managing the telesales team and the delivery sales of the company• Management & defining of KPI’s & SLA’s of the callcenter operations• Forecasting & adequate staffing to run smooth callcenter operations• Recruitment of suitable candidates for available vacancies• Coach and mentor employees to reach the next layer to strengthen the operations• Identifying training needs for staff & ensure that staffs are exposed to in detail branch operations • Training and development of frontline staff including supervisor and managers• Driving the telesales team to achieve daily & monthly sales targets• Responsible for delivery sales marketing and management of all social media, online profiles of the company • Ensure customer service standards are maintained and responsible centralized complain management unit• Ensure the customer retention & loyalty programs are carried out smoothly • Operation of CSAT survey via outbound calling team • Submission of comprehensive analysis on overall company’s performance and suggestions for improvement Show less



American Express

• United States
• Financial Services
• 700 & Above Employee

• Assistant Manager Telemarketing & Customer Retention

  • Jan 2015 - Jun 2016



Dialog Axiata PLC

• Sri Lanka
• Telecommunications
• 700 & Above Employee

• Process Head/Group Supervisor Contact Centre

  • Nov 2006 - Nov 2013

  April 2011 to date: Group Supervisor – Call centre operations • Effectively & efficiently managing the Dialog Mobile- Prepaid, Postpaid ,Corporate ,Priority , Cricket Booking & BIMA call centre inbound operation • Managing a group of 200+ employees • Ensure a smooth operation for all centralized units • Monitoring and taking corrective action for staff who are not meeting daily/monthly targets • Submission of a comprehensive analysis on non achieved KPI’s • Revisiting KPI’s based on the current performance • Ensuring adequate staffing is available for respective processes • Preparing of people development plans for direct reports. • Ensure resources match workloads to provide cost effective, high quality service within agreed SLA's and timeliness. • Conducted interviews to identify suitable candidates to fill the available vacancies. • Monitor performance of processes and direct reports and conduct regular performance feedback sessions. • Coach and mentor next level of group supervisor in order to strengthen the operations team • Coordinate with relevant internal units to design, organize and provide internal/external training and development programs for staff members. • Attend to staff grievances and improve staff moral by identifying the emotional factors affecting motivation. • Conduct process studies on regular basis to improve customer handling processes in order to minimise service cost and to improve customer satisfaction. • Responsible for initiating market studies to identify the best practices and to obtain feedback from different stakeholders of the business. • Meet/call customers to resolve complex issues and to improve customer satisfaction. • Leave management of contact centre associates and team leaders • Identifying training needs for staff Show less