Shane De Silva Email & Phone Number

Toronto, Ontario, Canada

- Manage three sales processes with a team of 3 Cluster Managers, 15 Team Leaders and over 150 digital account strategists consulting new and existing Google Ads clients through Inbound and Outbound channels- Conduct weekly, monthly and quarterly business reviews with Google stakeholders- Manage the overall sales tech stack, including Salesforce and other sales tools- Analyze sales data, take action, and measure impact to support decision-making- Hire, develop, and manage a high-performing sales operations team- Collaborate with cross-functional teams to capture business requirements and implement new sales and customer-related processes

Toronto, Ontario, Canada

Toronto, Ontario, Canada

Sri Lanka

- Headed 10 Contact Center operations attached to different industries such as Telecommunication, Transportation, Banking, FMCG, Auto & Life Insurance- Managed a team of 200 Associates, 5 Assistant Managers, 30 Supervisors (Trainers & Quality evaluators)- Achieved the highest customer satisfaction score (CSAT) in APAC region for Uber operations in 2020 quarter 3

Colombo, Sri Lanka

- Reengineered complaint management work flow to increase complaint resolution from 5 days to within24hrs by implementing a CRM solution while automating services through Contact Center IVR system.- Achieved 95% of service level & 98% of answered level within 3 months of operation ramp-up.- Managed functions such as Complaint Management Unit, Work Force Management, Operations, Qualityevaluation, HR & Training.- Responsible for the Contact Centre facility management (all functions).- Managed a team of 20 telemarketing representatives to sell credit card and leasing.- Handled a 24/7 fraud management operation (VISA & Master systems) to prevent fraudulenttransactions.

No: 135, Union Place, Colombo 02, Sri Lanka

Colombo 03

- Manage all service/ promotional/ loyalty and retention activities on key clients (premier / VIP) and accounts in order achieve high level customer service standards.- Maintain bad debt against revenue as per commercial guide lines and financial budgets for period.- Maintain 30 days collections according to the corporate credit policy.- Ensure customer requests and solutions are timely responded.- Take steps to minimize impact to churn due to credit activities and monitor periodic credit reviews.- Ensure the seamless co-ordination between outbound callings teams, sales and provide necessary information and feedback.- Prepare processes & co-ordinate with customer service, sales, call centre & other operations related divisions to streamline customer operation activities.- Maintain high level customer relationship to enhance customer retention & to manage customer life cycle.- Ensure continues improvement on staff performance and efficiency.

Colombo 03

Franchisee of Dialog Axiata PLC - CellCity Lanka (Pvt) Ltd

Master Of Business Administration (Mba), Business Administration And Management, General

Studied at ICBT campus Sri Lanka

Graduate Diploma In Management, Management

Activities and Societies: studied under Business Management School (BMS) Sri Lanka Graduate Diploma in Management (GDM) programme is.

Education record

Graduate Diploma In Management, Business Administration And Management, General