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.

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.

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.

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.

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