Muthu Munasinghe Email & Phone Number

Colombo, Wp, Lk

Sri Lanka

Redefined customer experience strategies for Sri Lanka's largest B2C e-commerce platform,transforming customer and seller support operations into a unified, data-driven CustomerExperience Department. Leveraged Lean Six Sigma methodologies to drive processefficiency, cost savings, and enhanced satisfaction.. Improved Buyer NPS by 95 points and Seller NPS by 65 points through revampedcustomer experience strategies.. Reduced complaint resolution time by 30% and cost per order by 75%, achieving$2.5M annual savings.. Scaled team by 275% to handle a 25x increase in order volume.. Implemented Al chatbots resolving 85% of queries within the first year.. Applied Lean Six Sigma to streamline workflows, increasing efficiency across supportfunctions.. Mapped customer journeys, eliminating friction points to boost satisfaction.. Established Koko's Contact Center for seamless BNPL platform support.· Expanded scope to include Seller Experience, Used data-driven insights to identify

Sri Lanka

Led multi-channel buyer contact center operations, scaling teams and optimizing processesto improve efficiency, customer satisfaction, and fraud prevention. Implemented Lean SixSigma strategies to drive measurable impact.. CSAT Increase: Boosted customer satisfaction by 30+ percentage points through re-engineered service processes and improved FCR.. Team Scaling: Expanded team from 40 to 150 FTEs, creating resource models to handle12x volume surges during sales campaigns.. Process Optimization: Applied Lean Six Sigma to reduce AHT and increase productivity,ensuring operational excellence during peak periods.. Journey Mapping: Streamlined customer journey by migrating from Salesforce toAlibaba CRM, enhancing data integration and service efficiency.. Fraud Mitigation: Spearheaded the cross-functional initiative to secure transactions,reducing fraud risks and strengthening buyer trust.. Tech Upgrades: Upgraded telephony systems to optimize call routing and supportseamless multi-channel communication.. Award-Winning Impact: Received the Above and Beyond Award (2019) for drivingcustomer experience transformation.

Led process optimization initiatives for vendor-managed contact centers, ensuring alignment with internal benchmarks to deliver consistent and superior service quality. Leveraged Lean Six Sigma principles and data-driven strategies to drive operational efficiency and enhance customer satisfaction.Improved Vendor Customer Satisfaction (CSAT) by 28.1%, and reduced Dissatisfaction (DSAT) by 42.84%.

Colombo

Was a part of the management team leading the multi-channel customer support center. Ledthe teams for VIP customers, non-voice communication channels, and loyalty programs.Applied Lean Six Sigma methodologies and data-driven strategies to streamline processes,enhance customer satisfaction, and drive operational excellence. Key achievements include:. Reduced AHT by 23%, converting LKR 1.3M annual revenue leakage into profit.. Decreased complaints by 91%, boosting CSAT by 9.3% and cutting DSAT by 31%. Achieved COPC 5.1 certification, enhancing outbound campaign efficiency andprofitability.. Led the 'Voice of Customer' forum, aligning client requirements with actionable serviceimprovements.. Trained and promoted 31 CSAs to mid-level leadership roles, strengthening contact centercapabilities.. Improved productivity during peak periods through resource-sharing strategies,ensuring seamless operations.. Leveraged Lean Six Sigma to drive a 12% increase in team efficiency and resourceutilization.

Colombo

In dual roles I led client onboarding, business acquisitions, and system support projects, driving operationalexcellence, revenue growth, and cost savings.. Conducted business analysis for client onboarding and acquisitions, completing 4acquisition projects, resulting in a 240% revenue increase.. Developed business proposals and led process re-engineering initiatives, increasingacquired companies' efficiency by 15-25% and improving profit margins by 20-35%.. Acted as the primary liaison between the organization and PMS vendors, ensuringnecessary system modifications and seamless solution implementations.. Managed the successful ANSI 5010 transition, minimizing its impact on cash flow.. Provided training for new clients on PMS systems, mapped and transferred client data tonew platforms, and offered continuous support to optimize system usage.. Designed self-troubleshoot guides for PMS, reducing errors and saving US$29,000annually by introducing alternative tools and automation.. Spearheaded the setup of the second operations center in Chennai, enhancingscalability.. Led an organization-wide Performance-Based Incentive Scheme, improving staffproductivity.. Actively involved in the MediGain Recreation Club, organizing employee engagementevent

Colombo

● Key Account Management ● Operations Management ● Business Analysis ● Data Analysis ● Business Process re-engineering● Employee Engagement● Coaching and Mentoring - Led and developed a team of 45-55 executives performing 4 different key functions. - Acted as the primary point of contact between organization and it's largest client with over US$1M in revenue per month and was responsible for end-to-end revenue cycle management- Analyzed clients business requirements and coordinated with the operations teams to deliver solutions- Preparation of reports, identifying trends and providing necessary input to client and senior leadership team for business decision making. Key Achievements (ref:Projects)✪ Project managed implementation of PQRI Initiative across all eligible clients of the Organization✪ Increased per-head revenue by 134% during a 18-month period by analyzing clients business, streamlining processes, introducing automated solutions/tools and training to increase employee efficiency✪ Improved client revenue by 60% resulting in the clients highest revenue per month of US$1.4M

Colombo

Analyzing accounts receivable for assigned clients and follow up with insurance carriers, legal firms and patients for payment.

Education record

Education record

Education record