 Customer life cycle management  Service provisioning KYC Compliance / Regulatory Compliance Risk and credit control Customer retention Customer value management Active Collection  Bad Debt & Recoveries Outbound call center management Corporate relationship management

Principle accountabilities / Teams* Contact center operations* Service via Digital channels.* Self-care touch points and Data & Device support* Service recovery / Complaint management* Training & Development* Quality & Service assurance* Customer communications & New product developmentResponsibilities and Achievements* Part of the EEC - extended executive committee, reporting to Executive committee.* Defined and own the customer experience strategy in line with the company driving pillars.* Program manager for the company’s customer experience program through digital transformation, automation and simplicity. * Conceptualized and driving the digital channel experience strategy of the company.* Heading the new ‘my airtel app’ self-care app project. * Responsible for overall KPIs achievement at the contact center. * Consistent improvement of the self-care penetration through various initiatives.* Drive data product activation through selfcare and digital channels.* Ranked 1st by the telecommunication regulator on April’17 amongst all mobile operators in the customer service category. * Through improved efficiency and automation, I achieved the most cost efficiently run organization whilst maintaining high customer experience and service quality. * Revamped the entire training delivery. With the effective use of technology to quicken the training delivery whilst improving effectiveness through the use of interactive e-learning modules, video conferencing for centralised training, automated frontliners knowledge quiz and an easier to use knowledge management portal.* Currently working with the Technical department to automate the entire customer communication SMS and OBD scheduling. The automation will help us improve efficiency for customer service as well as marketing.

Managing a team comprising of a prepaid & postpaid program manager- Analyze customer interactions/VoC, observe trends in call arrivals and conducting root cause analysis to understand customer’s needs/ pain points by providing solutions to address the issue.- Manage day-to-day CC operations and evaluate partner performance by closely monitoring the set KPI’s through regular meetings and opening channels for discussion.- Conduct cross functional meetings with various stakeholders of the call center to share prominent trends, customer VoC, address key customer concerns, and look at process changes with the aim of providing a superior customer service. Recommend such changes to management. Certain recommendations made by me have seen positive results on the overall company. - Improve cost efficiency by suggesting self-care alternatives and other cost controls measures whilst ensuring customer satisfaction is kept high.Over the past 2 years, I've succeeded in reducing the inbound call volumes by 20% through various initiatives.- Identify opportunities for new technology, product/application fixes, modifications and changes, ensuring availability of required performance enablers and IT tools. By doing so I've increased efficiency at the call center continuously. - Prior to a new product launch, I work with new product development, product managers and technical/IT to cover all angles from a customer’s point of view in terms of customer experience to pre-empt any dissatisfaction or complaints that may come via the call center.- Active member of one of the top strategic projects of Airtel focused on data growth- For the first time in Airtel, I championed the introduction of up-selling/ cross-selling a variety of services / products through the inbound call center, the paradigm shift resulted in realised revenue.

- Through relationship building, I’ve identified opportunities to sell IBM products and services to the enterprise market. Whilst maintaining relationships with the decision making units of organizations, I’ve also been able to provide entry to cross sell other products into respective organizations.- Established and managed key relationships with IBM management which in turn has drastically improved the effective management of the IBM channel.- Organized customer events/seminars to keep key clients (along with prospective clients) updated on the latest products and service offerings. This has drastically improved the market reach over competitors and provided the visibility for Bell Solutions.- Point of contact for coordination between pre-sales, technical and senior management to ensure all resources within the company meets client expectations.- Aided in defining (and redefining) processes to develop best practices and consistent service quality levels for customers. Achieving this helped us in streamline processes and in certain cases increase efficiency by 50% - Working with the business development manager and company management to formulate ‘push to market’ strategies- 100% achievement of sales targets assigned by senior management.

- Developed customized integrated solutions to the enterprise market. Our efforts helped enhance the company’s image from a voice operator to a solutions provider.- Liaised with key technical teams to develop, enhance and expand the Lanka Bell product portfolio to the market. Feedback we received from customers helped in the designing and fine tuning of products.- Took on an advisory role in providing product and solution support to the enterprise sales channel, this drastically improved sales figures.- In addition to product management in the International Business division, I further identified opportunities to sell and develop international solutions to the enterprise market.- Developed additional revenue streams other than voice such as data, internet, global solutions and managed services solutions, this helped in removing Lanka Bell’s sole dependency on voice revenue - Managed relationships with key corporate clients- Focused on achieving growth in terms of sales in afore mentioned revenue streams- Committee member - Business improvement committee

- Identified and formulated strategies to convert potential prospects into the Suntel network- Formulated customized communication solutions to meet each corporate customer’s unique needs with the assistance of the technical team- Together with the sector manager initiated strategic development plans for attracting new prospects and retain existing customers- To maintain regular contact with key decision makers of the customer base to enhance the potential customer base and introduce new products & services by the company.- To develop, manage and retain the assigned corporate accounts and to ensure that relationships are strengthened. Some of the accounts personally handled by me with the top managements of these organizations were; Virtusa, Metropolitan, Jetwing Group, Connaissance holdings, United Nations, Red Cross, VSNL, AVIVA and WNS Group- To provide continuous feedback to the company on customer needs and competitor activity in the relevant corporate sector.

- Worked with the Software Product Sales & Marketing Team which is tasked with winning new business for both the Local and International Markets.- Handled the total sales cycle, from identifying new opportunities to final contracting.- Coordinating and implementing all sales and marketing activities such as presentations, proposals, research, exhibitions and site visits.- Gathering high-level requirements and using that information to devise solutions and write up proposals.- Conducting research on competitors, potential markets, emerging technologies, industry trends, potential customers, etc. - This research lead to the discovery of an untapped market, through which we closed certain deals which in turn helped us acquire more leads

:: Internship- Part of the software development team working on the eServices Lanka – Regulatory Approval project(Sri Lanka Customs Automation Project)- Given the added responsibility of playing the role of a business analyst at Sri Lanka Customs

:: Internship- Received training and worked on the development of EAP’s in-house Enterprise Resource Planning (ERP) system- Involved throughout the system development life-cycle of the ERP