• Worked with the business director and led the development and implementation of learning strategies to align with business goals.• Managed 30+ Training program development projects, achieving a 90% on-time completion rate and staying within 80% of budget.• Conducted surveys, focus groups, and benchmark studies to assess performance gaps and organizational needs.• Consulted various departments to identify skill gaps and designed impactful training programs for employees and clients.• Managed full learning lifecycle (needs assessment to maintenance) for employees & clients using ADDIE /SAM models.• Designed and implemented comprehensive learning programs to support employee onboarding, leadership development, Customer support/call center operations, and career progression.• Collaborated with subject matter experts to develop comprehensive training materials, including scorms, micro-learning, storyboards, scripts, and handouts, aligning with project objectives.• Used Kirk Patrick Training evaluation model to analyze performance data and learner feedback to refine eLearning modules, resulting in a 20% increase in test scores and a 45% increase in student enrollment.• Conducted class room/ virtual training sessions by maintaining high levels of learner engagement through innovative delivery techniques and interactive learning experiences.• Led and managed a Customer Support and Accounts Management team of 15, providing guidance and support for their achievement.• Provided collaborative leadership including hiring, training, resource allocation, job design, people development, and performance management.• Developed and implemented strategies to improve customer retention rates including NPS, risk management, customer satisfaction, health, and net revenue retention (NRR).• Managed vendor contracts, ensuring timely execution and accurate billing.

• Managed 80+ customer onboarding projects globally, from medium to enterprise level, achieving a 95% on-time completion rate and staying within 90% of budget using agile methods.• Led and executed successful LMS migration projects, including software configuration, data conversion, and reporting, to ensure a seamless transition for clients.• Developed and executed efficient onboarding strategies, managing timelines, coordinating teams, and measuring performance to optimize the customer experience and retention.• Built strong client relationships by conducting weekly meetings, proactively understanding needs, providing ongoing support, and identifying growth opportunities.• Provided strategic product recommendations and maintained strong client relationships through proactive communication and education, driving contract renewals and business growth.• Identified cross-selling opportunities and drove the development and implementation of valuable product enhancements, collaborating with clients and internal teams to deliver successful solutions and increase revenue.• Led and motivated the onboarding team while collaborating with cross-functional teams to deliver exceptional onboarding experiences.• Collaborated with technical and product teams to develop tailored solutions addressing client operational challenges and feature enhancements and driving productivity.• Conducted product training sessions and provided technical support to new clients, addressing any issues promptly.• Leveraged data analytics tools to generate insights that informed revenue-based decisions and boosted customer retention.• Led a team of 10+ support and accounts specialists, fostering a high-performance culture through training, coaching, and performance management.• Developed and delivered engaging and informative written materials, video tutorials, and webinars that enhance the customer learning experience and drive successful adoption of the product.

• Managed Tier-I support on SaaS based Learning Management System via call center, email, chat, and ticket system, ensuring 24x7x365 availability.• Addressed a variety of customer concerns and escalations, ensuring that all issues are resolved promptly and satisfactorily to maintain high customer satisfaction levels.• Created comprehensive documentation, KB articles and transferring knowledge to ensure a smooth handover to the support team.• Contributed to the development and submission of RFPs and SOWs.• Managed 10+ simultaneous onboarding projects, achieving a 90% on-time completion rate and staying within 80% of budget.• Proactively engaged with customers to understand and document their business objectives, unique challenges, and opportunities, and identify ways in which LMS core modules and various integrations can address and enhance their decision-making and operations on LMS adoption.• Provide continuous support to customers, proactively engaging with them to understand their needs and challenges, ensuring they achieve their desired outcomes with LMS products and services.• Demonstrated leadership within the LMS implementation function through transparency, and championing communication, collaboration across teams, our organizational culture, and values.• Leveraged expertise to deliver product knowledge training for new hires, clients, and peers.• Worked closely with the Support Director on a dynamic customer success and support policy framework, ensuring frequent revisions to adapt to changing customer needs.• Leveraged data analytics tools like Power BI and Yellowfin to generate insights that informed revenue-based decisions and boosted customer retention.

Became the Executive President @ Internet Society of Sri Lanka (www.isoc.org).Help Sri Lanka Internet Society achieve the Global and local ISOC goals by leading the team 1. Conducting Workshops2. Engaging in Projects using Global grants3. Creating discussion forums and National level events to promote internet in Sri Lanka

- Provided excellent technical support resulting in 90% improvement in customer satisfaction.- Troubleshoot hardware, software, network, and connectivity issues to resolve technical problems efficiently meeting 80% on SLA.- Established clear communication channels to streamline issue reporting and escalation processes effectively. - Facilitated the setup of equipment for employee utilization, ensuring the proper installation of cables, operating systems, and relevant software.- Troubleshoot LAN, Proxy, Firewall, RSA, APIs, and Intranet issues.- Collaborated with internal teams, including IT staff, network administrators, developers, and vendors, to escalate issues, coordinate resolutions, and implement changes.-Hands-on experience with Networking/Infrastructure components and technologies such as Switch, Router, Firewall and VPN configurations.-Stay informed about emerging technologies, industry trends, and best practices in IT support to enhance skills and knowledge.- Met key performance indicators (KPIs) such as first call resolution (FCR) rate, average handling time (AHT), and customer satisfaction (CSAT) scores, striving to continuously improve support quality and efficiency.-Communicated technical information in a clear and understandable manner, demonstrating empathy, patience, and professionalism in all interactions with users.-Acted as the Site collection administrator, Subject Matter Expert on SharePoint 2007. Helped to migrate KPMG Canada intranet sites from SharePoint 2003/HTML to SharePoint 2007. Involved in designing best practices, defining metadata, search optimization and total consultancy for internal staff.

- Provided consultancy services on Information Systems Audits to various clients.- Clients served: HSBC, Colombo Dockyard, Ceylon Petrolium Corporation.