Thanuja Wijesinghe Email & Phone Number

Australia

During my tenure at ECI, I rapidly ascended from a Tier 3 Technician to a Team Lead position in the Manufacturing Support Division for APAC. I spearheaded a multilayered team of eight across multiple Manufacturing products such as M1, Macola, Jobboss /Jobboss2. Under my leadership, Customer Satisfaction (CSAT) soared from 91% in 2022 to 95% in 2023, and remains slightly above 95% in this year. Leadership/Coaching: Lead a team of 8 with multilayered teams enhancing performance and career development, while supporting a new escalation model. Recruited and onboard employees fostering to become high performing specialists. Also provided them with ongoing product training, coaching, mentoring and other various career development opportunities.Transformation: Adopted and transformed the conventional tiered support model to a swarm support model, enabling teams to leverage global collaboration with cross-vertical teams driving high customer satisfaction rates.Customer retention: Assisted the Support Manager with the required data to drive the escalation management cadence with different stakeholders in the business. Implemented KT (Kepner Tregoe) methodology enabling teams to effectively troubleshoot and document and achieved a 5% increase in the daily closure rates. Cross-functional collaboration: Collaborated with cross-functional teams (product/IT/Hosted, Professional services, Sales teams etc) to streamline processes so we can effectively service our clients. Streamlined Professional Service/Support Hand over process including UAT and handing over documents. Streamlined the defect resolution system including a dispute resolution system. Also enabled the product support teams to have a voice on the defects they raise at a regular cadence. Learning and Development: I was part of Lead training session and gained experience in areas such as communication, change management, employee onboarding, coaching, situational leadership.

Victoria, Australia

Responsibilities• Respond to customer requests for technical support on complex software issues.• Act as a Product Support Specialist escalation point• Reviews and contributes to the Knowledge Base• Provide timely follow-up to customers• Provide thorough and complete case notes and test cases related to customer issues• Stay current on evolving product functionality and new releases• Attend support related technical meetings providing all defect related requested information and disseminating any applicable information to the support group.Achievements:• Achieved the "CASE RESOLUTION AWARD" in Oct 2021 for Q3• Ended the year with 99% milestone compliance• Achieved CSAT score of 99.5%• Received the highest number of CSAT surveys for the year – 61 surveys• Consecutively lead score card throughout the year a score of 114% as a TSS in 2021. This is considered to be a top performance compared to the GEOs.

Melbourne Victoria

Responsibilities• Provides customer service in a timely manner via several means which include email/phone.• Analyzes product related issues from customers and provides adequate resolutions.• Tracks proposed resolutions and follows up with customers in a timely fashion until a solution is delivered to the customer.• Report software defects to the software development team by drafting a change request form which highlights the step-by-step process in replicating the issues.• Acts as a liaison between customers, management, Sales team and development teams in order to enhance the overall customer experience.• Prepares documentation of the issues for future reference.• Train and mentor peers in good customer service.• Assist customers with enhancement requests for reporting and coding.Achievements:• Relied on by Global team as key customization resource• Developed a pilot customization quoting methodology/estimating tool for quick customer feedback.• Consulted customers on potential customized reports that resulted in future sales and developed dozens of customizations on Design Studio/Crystal Reports as a customer “delight” experience.• Exceeded the customization requests target (75%) and ended the closer to 90% of the customization calls been resolved.• Recognized as top Global Support Specialist for Q3 of 2016 (weighted categories of Customer Satisfaction surveys, responsiveness, efficiency)• Among the Top 3 Support Specialist for Q2 2017, Top 2 Support Specialist Q3 2017.• Number 1 Support Specialist for Backlog/case management.• Awarded the ECI “Own the outcome Standing Ovation” award for Q2 2020.• 100% quality scorecard in 2020 across months 98% CSAT

Melbourne Victoria

Melbourne, Australia

Sri Lanka

Hutchison Telecommunications Lanka (Pvt) Limited is a fully owned subsidiary of International Telecommunications giant, Hutchison Whampoa Limited (HWL) which is a renowned multinational conglomerate committed to innovation and technology. The diverse businesses employ approximately 260,000 people in 52 countries across the world.• Lead Project Manager for IT Programs/Projects Portfolio for the IT PMO at Hutchison Telecommunications and managed/supervised a team of people assigned while reporting to the General Manager IT.• Implemented the project governance framework for Hutchison Telecommunications.• Directed and managed a wide variety of multiple projects from the inception to the end covering all key knowledge areas in Project Management while taking responsibility for the deployed functional solution.• Worked closely with end users,vendors and the senior management to formulate new business requirements/develop functional specifications, define project scope, objectives and deliverables required to support business goals.Obtained training on Comverse Billing system in Boston USA. Key Projects Involved:• Launched commercial 3G services based on HSDPA/HSUPA network• Implementation of Comverse MIH 6.2 • System Upgrade of Comverse Real time billing system from version 4.6 to 5.1 & Diameter Charging Interface Implementation• Converting Comverse SMSC 4.7 platform from SS7 to SIGTRAN • Implementation of Comverse One Roaming & Mediation 3.2 Systems• Implementation of Comverse 4.2 USSD Gateway • Implementation of hZenid HRM (version 5) System.• Implementation of Vantage 6 Dealer Management and Commissioning System• Implementation of Postpaid System 6.2• ISP Upgrade 600 Mbps to 800 Mbps• Implementation of 4.5 Mucci Solution SIM Box Detection System• Implementation of NEON FLYTXT Campaign Management Solution• System Upgrade to UTIBA UMARKET Platform

Dialog Telekom is Sri Lanka's flagship Telecommunications Company that operates Dialog GSM, the country's largest mobile phone network. Dialog Telekom is a subsidiary of Axiata Group and is one of the largest listed companies on the Colombo Stock Exchange in terms of market capitalization.• Functioned as the SPOC for the Group IT Projects Portfolio (Software,Charging, Infrastructure, and SAP) for Dialog Mobile Strategic Business Unit (SBU), where the responsibility was to be the single representative for all IT projects to the CEO.• Coordinator for the IT and Charging Group Leadership Strategic Committee.• Directed and managed a wide variety of multiple projects from the inception to the end covering all key knowledge areas in Project Management while taking responsibility for the deployed functional solution.Key Projects Involved:• Implementation of Huawei IN Convergence System.• End to end system Integration of world class products related to Oracle PeopleSoft CRM/Customer Care, Comverse Kenan Rating &Billing System, INTEC Mediation and COMPTEL Service Provisioning System via Satyam Computer Services.• Oracle Forms/Reports/Database Migration across the company and in service outlets and Arcades island wide (over 1000 users). [Oracle forms/reports 6i to 10g migration, database11g(11.1.2)]• SAP Implementation.Achievements:2008 - Certificate of Appreciation for demonstrating Integrity & Commitment for Excellence from Dialog Telekom for the outstanding contribution in the successful launch of the Per second Blaster Package as part of Dialog’s celebration of achieving 5 million subscribers.2008 - Certificate of Appreciation for demonstrating professionalism, accountability & commitment from Dialog Telekom for the outstanding contribution in the development and implementation of Dialog News Services demonstrating Integrity & Commitment.

IFS is a public company that develops, supplies, and implements IFS Applications™, a component-based extended ERP suite. IFS focuses on industries where management of any of the following four core processes is strategic: Service & asset management, manufacturing, supply chain and projects. The company has 2,000 customers and is present in approximately 60 countries with 2,800 employees in total. Net revenue in 2012 was SKr 2.7 billion.Roles & Responsibilities:• Designed and developed the required software of the specific functionality and quality.• Adhered to the requirements in the specifications received, to ensure that the required functionality is achieved on completion of development.• Anticipated and indicated to the Project Manager in advance, problems that may cause delays in the project with regard to delivery. • Adhered to Quality Assurance Standards and clarification of standards that is not clear with the Quality Assurance Engineer of the project to ensure that a high standard of quality is maintained. • Unit-tested software developed before passing on to Quality Assurance Engineer to ensure that they meet the required functional and quality standards. • Cultivated 'Team Spirit' and actively contributed to the overall achievement of the set project goals.Key Projects Involved:• Exposure to IFS Applications 8 components such as Document Management, Enterprise Asset Management, Supply Chain Management, Product Life Cycle Management and Financials.

Four Corners Lanka commenced its operations in 1999, when the web-era came to age, focusing primarily on offshore software development.The company has penetrated every continent in the world with products and services ranging across the USA, Euro-Zone, Asia and Middle East. Roles & Responsibilities:• Maintained direct communication with customers to identify their requirements for a project.• Prepared requirement specifications and obtained approval from the customers and the management.• Conducted regular meetings with the customers until the requirements are agreed.• Analysed the system and suggested a suitable design for the system.• Devised project plans once the Project Manager allocates the required resources.• Created the necessary build environments to perform the development process.• Tested the developed software in order to assure high quality in final product before demonstrating to the customer.• Trained the end users & maintenance of the required documentation.Key Projects Involved:• Development of e-commerce applications for USA based Jewelry Company/herbal Company (Neogenesis)/ Insurance company (CSAA).• Development of an Intranet to facilitate the internal operations.• Development of a commercial website (e-pola) for a local company.

Bsc (Honours)Degree In Information Systems, Honours

Master Of Business Administration In Information Technology

Part Qualification In Chartered Institute Of Management

Advanced Java Course, Java Programming

International Diploma In Computer Studies, Distinction

Education record

Activities and Societies: Vice President of the United Nations Association at Girls High School Kandy, Sri Lanka (1995-1996) Member.

Pmp Certified, Project Management

Project Management Professional, Project Management

Project Management Professional, Project Management