Dilshan Elvitigala Email & Phone Number

I am currently responsible for leading global resource management at Fortude, where I oversee the proactive identification and timely allocation of resources to support organizational objectives. My key responsibilities include:Strategic Resource ManagementProviding strategic direction and oversight for resource management initiatives across the.

Sri Lanka

• Virtusa Corporation is an American IT services company founded in 1996 in Sri Lanka and has its headquarters in Southborough, Massachusetts, United States. The company provides IT consulting, business consulting.
• Responsible for managing the resource pool for all technologies to ensure the demand and supply is effectively managed in CMB. (2000+ resources in the location)
• Leading a team of 5 associates in location and business unit resource management and overlooking as the standpoint of Resource management in CMB location.Working closely with Business Unit / Segment leads on all.
• Forecasting quarterly resource demand, capacity planning, rotation planning and managing project ramp-ups and ramp-downs.
• Coordinating with HR recruitment team to identify & absorb required talent externally on schedule and support delivery teams by timely fulfillment based upon business requests.
• Preparing and distributing a corporate dashboard to track resource utilization, optimize billing utilization, track unbilled resources, generate alerts to find allocation errors, fix revenue leakage and monitor the.

Sri Lanka

Senior Consultant at Resource Management Team

Colombo 02

• Firstsource Solutions Limited is a provider of business process outsourcing services headquartered in Mumbai, India. Firstsource Dialog Solutions was a joint venture between Firstsource Solutions and Sri Lanka based.
• Creating and reporting MIS / BPMS report (Business Process Management System) and presenting at Operational level.
• Completion of monthly incentive evaluations based on agent performance for entire call center agent base.
• Managing the Quarterly, Monthly, Weekly and Daily Report Creating and producing the actionable information.
• Sharing on-time data for management decision making.
• Streamlining the processes to produce results by innovating new methods to perform in an efficient and effective manner.

Colombo 02

• Achieving all KPIs related the individual performance & contrite positively towards the team & center.
• Assigning the right employees with the right skills to the right job at the right time.
• Real‐time adherence monitoring, accompanied by customized reporting.
• Provides information needed to manage organization effectively (Management information system).
• Forecasting of workload and required staff.
• Integration of employees into the scheduling process.

Colombo 02

Colombo 02

• Handling hotlines with regard to booking appointments and tickets such as E-channeling / Movie Ticketing for EAP theatres / Event ticketing ticketslk.com for Dialog customer base.
• Handling enquiries and providing help and advice to customers over the hotlines such as Visa Facilitating Service (VFS Centre for UK Visas) and BIMA Mobile Insurance Service (444)
• Providing product information over the hotline for Wow.lk and Anything.lk customers
• Work as the relationship officer between the customers and client transactions.

Colombo 02

• Achieving all KPIs related the individual performance & contrite positively towards the team & center. Handled customer interactions effectively and efficiently and provide first contact resolution. I was able to.
• Work as the relationship officer between the customers and inter-departmental transactions.
• Handling customers within set time frames, providing First Call Resolution & adhere to customer service best practices.
• Educating the customers about products and services.
• Maintain high level of Internal and external customer services by meeting and exceeding expectations with emphasis of high level of professionalism quality, value addition, timely delivering and relationship building.
• Escalation of customer issues via complaint management system to relevant divisions for timely resolution.

Master Of Business Administration - Mba, Business Administration And Management

Professional Diploma In International Business (Scqf Level 11), Scottish Qualifications Authority (Sqa), Uk In Partnership Of Lsc, Uk

Higher Education Qualifications (Heq) - Bcs Level 4 Certificate In It, Level 5 Diploma In It

Sun Certified Java Programmer Certification - Java 2 Platform, Se 1.4

Education record

High School Diploma, General Certificate Of Education Advanced Level