Salinda Fernando (Mba Uk) Email & Phone Number

Ja-Ela , Srilanka

The company provide consultancy, training, and coaching service on Operational Excellence, Customer Experience and HRD

Colombo/ Negombo/ Gampaha

Conducting lectures for, 1. Advance Certificate in Human Resource Management (ACHRM)2.Certificate Course in Human Resource Management (CCHRM)3.Foundation Course in Human Resource Management (FCHRM) 4.Program in Career Guidance & Development (PCGD)

Sri Lanka

Managing organization customer Service

Colombo 07

• Responsible for overall customer service operations of Asian Alliance General Insurance• Managing organization customer touch point such as 24*7 call center, customer service staff in claims and underwriting counters. • Develop customer service policies, procedures and standards.• Providing customer insights, statistic to develop strategies. • Setting up SLA’s for call center and customer service staff and ensure the staff achieve SLA’s. • Responsible for customer service aspect of broker company business and co-operate clients. • Keep ahead of industry development and apply best practices to improve customer delight.• Working on customer value management and customer life cycle management • Managing the customer inquiry managing team and ensure resolutions provided on the agreed timelines.• Attending to customer complains, resolving it and improving the services with the learning’s. • Recruit customer service staff, train, develop and motivate them to provide an exceptional customer service. • Setting up customer satisfaction surveys and conducting those to improve the products and the services.• Identifying customer service gaps, preparing training modules and conducting training programs.• Conducting customer service training in employee induction program.• Managing customer service training, telemarketing, soft skills and telephone etiquette training..

Colombo

Responsible for Outbound Call Center Operation which includes, Managing Customer value Management (CVM), Customer Life Cycle Management (CLM) and Collection Call out.Making sure the outbound call center a profitable Business Unit. Managing 50+ call center agents three supervisors.Work with agents/ Supervisors to clearly define their responsibilities and develop KPI /goals to ensure effectiveness of the department.Analyzing performance, highlighting problem areas and identifying improvement actions which should be taken to improve performance against targets.Identifying ways to improve the efficiency and effectiveness of the overall Outbound call center, make recommendations for change and follow through on implemented changes.Managing workflow & forecast volume using historical data and complete capacity plans..Attending for team briefings and communicate business milestones and needs to the teams.Evaluating better revenue generating products for sales campaigns.Coordinating and communicating with other department to smoothly run the operations.Managing department expenses, forecasting and providing variance explanations.Identifying the quality gaps and ensure that the agents receive necessary training to improve the quality of the calls.Providing reports on the outbound call campaigns.Conducting interviews and performance appraisals.Customer Value ManagementCustomer Life Cycle Management Collection Call out

Colombo, Sri Lanka

• Responsible for Operations and Service Delivery of all the processes operates at the organization. It includes local and international clients along with voice and non voice campaigns. • Work with TL’s/Supervisors/Process Managers to clearly define their responsibilities and develop KPI /goals to ensure effective and efficient function of the campaigns.• Analyzing performance, highlighting problem areas and identifying improvement actions which should be taken to improve performance against targets.• Identify ways to improve the efficiency and effectiveness of the overall call center functions. Make recommendations for change and follow through on implemented changes.• Manage off-line workflow & forecast volume using historical data and complete capacity plans for all off-line work• Client communication and Process Innovation. • Attend team briefings and communicate business milestones and needs to the teams. • Maintain a favorable working relationship with all other company employees to foster harmonious working climate.• Manage department expenses, forecasting and providing variance explanations. HR and Training• Ensure that operational staff receives necessary training to improve customer service abilities and increase productivity and product knowledge. • Regularly coach staff on job performance and provide mentoring, training, guidance and support when necessary• Work with HR and senior management to recruit new employees, conduct interviews, performance appraisal and make hiring and termination decisions.Sales and Marketing • Liaise with marketing department regarding launch of new products/services. • Attending to Pre sales meeting and participating for preparing business proposals and tenders.• Preparing sales campaigns for clients. • Cross selling and up selling for existing clients.• Preparing and delivering presentations to potential and existing clients.

Providence Business Services

Client communication, process planning, resource planning, and process implementation and process development

Providence Business Services

Managed HR and Admin department of the organization including three members management team under the department, Attracting, retaining talent and develop their competencies. Managed Performance, Compensation, Training and development and other HR functions. Manged general Admin activities, vendors along with purchasing.

Inspire and motivate the team to surpass their competencies.Facilitate the communication among the members of team.Organize, monitor and coach team on day-to-day basis.Meet the departmental objectives like conversion targets and lead generation.Develop and improve the team continuously.Resolve the employee issues and create sense of ownership within the team.Document the general reports on the performance of each team member and their target.Ensure that the employees follow their schedule as designed.

Worked as a outbound Call Center Agent making over 300 calls per day for US customers selling Dish TV under the supervision of Indian call center supervisor.

Master Of Business Administration (Mba)

Marketing Management Human Resource Management Finance Management Operations Management Project Management Strategic Management Research.

Professional Qualification In Human Resource Management (Ipm), Human Resource Management, Merit Pass

Accounting And Finance

Studied Up To Advanced Level, Accounting, Business Studies, Economics

Certificate Course In Human Resource Management, Human Resource Management, Merit