Shehan Rubera Email & Phone Number

Canada

British Columbia, Canada

Sri Lanka

• Project management | IFS Software delivery planning and scheduling, - Led the project towards a result of a 60% reduction in escalation requests within the first three months. - Articulated functional and.
• Project management | IFS Cloud Service Desk,- Designed the ticketing processes based on elicited business requirements, risk and impact analysis as well as escalation paths. Authored required SOPs, work instructions.

Sri Lanka

• Leadership & Customer Support, - Served as an Incident Owner, ensured that customer expectations and their business impact was considered when remedying high priority incidents while coordinating and directing.
• Process improvements | Incident & Escalation Management,- Updated the guidelines of ‘incident ownership’ and ‘escalation management’. A 30% reduction in customer escalations and management escalations were seen within.
• Business analysis | Customer attrition analysis, - Analyzed service quality issues of highly unsatisfied customers who were highlighted by the senior management. Implemented the identified initiatives to increase.
• Technical Writing,- Developed and maintained business and technical documentation for the entire 24x7 emergency support team. Documents ranged from; SOPs, work instructions, knowledge articles, customer profiles as.
• Data Analysis,- Conducted extensive, action-based analyses from time to time on serviced and ongoing tickets of key IFS customers and devised action plans to serve them better, while adopting specific initiatives into.

Sri Lanka

Sri Lanka

• Effectively communicated and collaborated with CK designers in the US and with raw material suppliers around the globe to create the perfect first layer on the human body.
• Successfully commercialized innerwear concepts by sourcing sustainable materials with competitive pricing strategies while adhering to customer requirements and negotiating terms to achieve organizational KPIs..
• Evaluated and modernized long-running garments for CK based on market research, customer feedback, sustainable materials and updated production methods to lower the production cost per-garment by 5% and a 10% increase.

Sri Lanka

• Reduced ticket resolution time by 20% by implementing a new ticketing system and trained team members on efficient troubleshooting methods. Maintained a 95% customer satisfaction rating based on post-ticket surveys.
• Managed the successful rollout of Office 365 for 3000+ users across the country, resulting in a 30% increase in productivity and cost savings of $200,000 annually.
• Successfully planned and executed the Unilever IT Fair held in the year 2016, which was attended by 1000+ employees and vendors.
• Negotiated a 10% reduction in device refresh agreements with key suppliers, resulting in $50,000 in cost savings. Ensured suppliers upheld SLAs and managed OEM agreements for 5,000+ devices. Implemented a device.

Master’S In Business Administration, Business Administration And Management, General

Bsc Honors In Information Systems With Business Management, Management Information Systems, Second Upper Class

Diploma In Professional Marketing (Digital Strategy)

Certificate In Professional Marketing (Digital Marketing), Marketing

Certificate In Computer Hardware, Computer Hardware Engineering

High School