▪ Managing Inbound, Outbound call center and back-office operations▪ Prepares call center performance reports by collecting, analyzing, and summarizing data and trends▪ Review operational reports with the Director/CEO of Operations on a regular basis and provide guidance to the team regarding future performance in order to continuously improve results▪ Proven experience managing metrics, ensuring customer satisfaction, and reporting statistical performance levels related to Call Center▪ Develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision▪ Direct the employees and work to develop high performing teams and leaders▪ Maintains and improves call center operations by monitoring system performance, identifying and resolving problems, preparing and completing action plans.

▪ Accountable for the daily setup of and monitoring of Processes, strategies and reports within the outbound & Managed Services teams.▪ Maximizing the output of the outbound & Managed Services operations.▪ Co-ordination with the Operations/Analytics team for daily strategies.▪ Implement business plans for running profitable operations / Identify improvement opportunities.▪ Constantly monitor & review performance metrics for achievement of objective.▪ Develop and maintain internal control, setting benchmarks and giving feedback on data performance and recommended actions.▪ Plan and implement action plans, altering parameters to maximize efficiency/effectiveness where necessary.▪ Appraising all team members. ▪ Monitor report and comply with all compliance requirements for outbound & Managed Services.

▪ Overlooked outbound call center operations related to Telesales & Telemarketing team serving Sri Lanka's leading Telecommunication corporate, Dialog Axiata PLC.▪ Implemented a performance management process and monthly recognition program which improves the overall center performance.▪ Managed call center operational strategies by conducting performance reviews in a daily, weekly and monthly basis with operation superiors.▪ Analyze daily performance, identify the trends and recommend action plans for a better client experience.▪ Customized the action plans which improve the productivity and quality of team leaders, supervisors and customer service executives within three months’ time duration.▪ Managed the entire workforce by recruiting, orienting, training, delegating, coaching, and counseling and also by motivating them.▪ Appraised all team members.

▪ Managed 40 Tele-sales agents directly.▪ Overlooked two Assistant Team Leaders.▪ Process Optimization, increasing overall sales and productivity.▪ Proactively monitored and achieved the KPI's (Key Performance Indicators) via maintaining a high level of Sales conversion rate.▪ Maintained a high level of client relationships▪ Base management and Escalation handled▪ Analyzed daily performance and provided feedback during daily briefings to all agents.▪ Recruited staff, trained, developed and motivated them to achieve sales targets.

▪ Handled both Dialog and Airtel processes.▪ Ensured that the end user receives professional attention and excellent service by time to time evaluation.▪ Sent weekly and monthly reports to the client (Dialog & Airtel) in a timely manner.▪ Identified process level, program level issues and implemented the appropriate corrective action plan in order to minimize the issues.▪ Conducted group training sessions on products and services.▪ Represented Quality Assurance during various cross-functional activities and meetings▪ Responsible for completing, and timely submission of Airtel staff monthly performance scorecard.▪ Proactively problem-solving and provided feedback for management of customer issues which impact center & organizational performance.▪ Identified the most appropriate course of action for problem resolution and effectively communicated plans to those affected.▪ Taken corrective action plan for poor performers through audit findings.

▪ Worked Closely with Contact center senior professionals to discuss and implement process improvements▪ Completed weekly and monthly evaluation targets based on the Target allocation▪ Adhered to weekly evaluation criteria defined▪ Adhered to evaluation timeline criteria of 96 hours▪ Completed & updated all fields in an Excel sheet with required details accurately▪ Ensured on call quality defects reversal below 2 percent on overall calls.▪ Coaching conducted according to the process▪ Provided positive feedback and signed off coaching form timely▪ 100% participation in all call calibration & individual calibrations▪ Identified Customer Service Level, Process Level, and Programmed Level issue and shared with the supervisor▪ Timely Quality Assurance role plays (during training) & Skill Verifications conducted for New Recruits

▪ Handled VIP customers' call with regard to inquiries and complaints (Dialog Club Vision).▪ Handled inbound calls with regard to inquiries and complaints of Dialog GSM Mobile, Dialog Broadband, Dialog TV and Dialog Global customers.▪ Escalated all customer issues to relevant departments and followed-up on a resolution.▪ Met individual KPIs (Key Performance Indicators) on a daily, weekly and monthly basis.▪ Provided professional customer service internally and externally.▪ Provided excellent customer service in a high volume call center with handling an average 140 calls daily.

▪ Worked in a Marketing environment and managed to achieve monthly targets every month.▪ Gained valuable experience in HSBC Credit card promotions