Umesh Jayasinghe Email & Phone Number

Colombo,

As the Life Insurance Division Manager at Union Assurance PLC, I have spearheaded several initiatives that have significantly enhanced customer service operations and driven digital transformation. My leadership has focused on operational excellence, customer satisfaction, and innovative technology integration. Here are some of my key accomplishments:🔹Operational Leadership & Efficiency: Successfully managed a 24/7 Inbound Call Centre operation, achieving a first call resolution rate of over 95%. Implemented Lean Six Sigma principles, resulting in a 15% increase in operational efficiency and a 10% reduction in costs.🔹Customer Satisfaction & Engagement: We introduced a groundbreaking Self-Service App and a welcome call program, significantly improving customer engagement, satisfaction, and loyalty. We also implemented a robust feedback mechanism, leading to a 10% increase in customer satisfaction scores.🔹Service Innovation: Launched a 24x7 customer chat service, reducing wait times by 25% and improving response times by 40%. Designed and implemented a digital customer onboarding process, reducing time by 30% and enhancing KYC compliance.🔹Process Improvement: Streamlined customer service processes, reducing complaint resolution times by 20%. Directed training and coaching initiatives that improved first-call resolution rates by 20% and customer satisfaction by 10%.🔹Strategic Customer Retention: Delivered significant returns through strategic management of the Customer Retention Unit, evidencing exceptional skills in customer re-engagement strategies.My role demands a relentless pursuit of excellence, innovative thinking, and a deep commitment to improving the customer experience through every available digital and interpersonal channel. I'm proud to lead by example, fostering a culture of continuous improvement, accountability, and customer-centricity.

Colombo, Western Province, Sri Lanka

In my role at MICRO Cars Ltd, a leading automobile company in Sri Lanka, I was pivotal in enhancing customer satisfaction and driving service excellence. I focused on aligning our operations with the high standards of international automobile companies like Geely International, SsangYong Motor, and Yutong. Here are some of the key accomplishments during my tenure:🔹Customer Satisfaction Leadership: Spearheaded initiatives that significantly improved the Customer Satisfaction Index (CSI), achieving a 15% increase in satisfaction rates within a year. This was accomplished through meticulous service quality enhancements and responsive customer engagement strategies.🔹Net Promoter Score (NPS) Improvement: Developed and implemented innovative customer referral strategies, resulting in a remarkable 25% increase in the Net Promoter Score (NPS). This initiative not only bolstered customer loyalty but also enhanced brand advocacy.🔹Revenue Growth & Service Engagement: Led targeted service campaigns and marketing efforts that successfully attracted a 10% increase in service appointments and catalyzed a 15% growth in service-related revenue. These campaigns were designed to resonate with our customer base, offering them value-added services and experiences.🔹Operational Efficiency: We integrated Lean Six Sigma methodologies into our operational processes, reducing costs by 10% while enhancing operational efficiency by 15%. This approach allowed us to streamline workflows, eliminate waste, and deliver superior customer service more efficiently.🔹Marketing and Customer Engagement: Conceptualized and executed a series of customer-centric events, promotions, and marketing campaigns designed to deepen customer engagement and loyalty. These initiatives were pivotal in creating memorable brand experiences and fostering a strong community of advocates.

Sri Lanka

As Customer Engagement Manager at Central Finance PLC, one of Sri Lanka's leading financial services organizations, I was at the forefront of enhancing customer engagement and satisfaction across our vast network of over 86 branches. My strategic focus on leveraging customer feedback and data analytics led to substantial improvements in our service offerings and operational efficiencies. Key achievements include:🔹Strategic Feedback System Implementation: Spearheaded the nationwide rollout of Customer Satisfaction Index (CSI) and Net Promoter Score (NPS) programs. This initiative established a comprehensive framework for capturing and analyzing customer feedback, providing invaluable insights into customer satisfaction and loyalty across our branches.🔹Customer Satisfaction Enhancement: Utilized detailed survey data to identify areas for improvement, successfully achieving a 15% increase in customer satisfaction within the first year. My approach focused on converting customer feedback into tangible service enhancements, demonstrating a strong capability in translating insights into action.🔹Comprehensive Stakeholder Surveys: Orchestrated extensive surveys encompassing Customers, Dealers, Product Lines, and Business Development Channels. This effort provided a nuanced understanding of stakeholder perceptions, enabling informed strategic planning and execution.🔹Analytics-Driven Insights: Employed advanced analytics techniques to analyze survey outcomes, monitor key performance indicators (KPIs), and generate actionable insights. This analytics application significantly bolstered our decision-making processes and operational efficiency, showcasing my expertise in data-driven performance management.

Colombo, Western Province, Sri Lanka

In my tenure as Customer Care & Call Centre Manager at Diesel & Motor Engineering PLC, I led the customer service operations for some of the world's most prestigious automotive brands, including Mercedes Benz, JEEP, Chrysler, TATA, BOSCH, and Mahindra. I focused on upholding international service standards, enhancing customer satisfaction, and driving operational efficiencies. Key achievements include:🔹Excellence in Service Standards: Ensured our service operations consistently exceeded the international standards of renowned automotive brands, significantly boosting customer satisfaction and loyalty. My team and I were committed to delivering exceptional service quality, contributing to the prestigious reputation of these brands.🔹24x7 Call Center Operations: Successfully established and managed a 24x7 call centre operation that provided comprehensive support to customers and stakeholders. This included Roadside Assistance, conducting surveys, and promoting service marketing initiatives, ensuring our customers received uninterrupted support anytime, anywhere.🔹Key Account Management and Customer Research: Spearheaded vital account management, excelling in executing comprehensive customer surveys and research. My prompt and efficient complaint-handling approach significantly enhanced customer satisfaction across our brand portfolio.🔹Data Analytics for Customer Insights: We leaned on advanced data analytics tools such as Power BI, QlikView, and Google Data Studio to interpret customer data, generating actionable insights that informed our customer service strategies and operational decisions.🔹Operational Efficiency Improvements: Implemented strategic initiatives that enhanced our operational efficiency, achieving a 10% reduction in operational costs without compromising on the quality of service. This was a testament to our team's ability to innovate and streamline processes for better efficiency and cost-effectiveness.

Colombo, Western Province, Sri Lanka

As a Senior Customer Relationship Executive at Ceylinco Life Insurance PLC, I was pivotal in elevating customer relationship management. My responsibilities spanned front-line services, contact centre operations, CRM management, and correspondence handling, with a dedicated focus on enhancing customer satisfaction and loyalty. Here are some of the highlights of my role:🔹Leadership in Customer Relationship Efforts: I spearheaded initiatives across various units to strengthen our engagement and service delivery to customers. This included optimizing front-line service protocols, enhancing contact centre operations for better accessibility and support, and implementing advanced CRM strategies to deepen customer relationships.🔹Founding the Customer Retention Unit: Recognizing the critical importance of customer retention, I established and led the Customer Retention Unit. My leadership in this area involved developing targeted strategies and implementing best practices that directly contributed to a significant 20% reduction in customer attrition rates. These efforts not only underscored the value of dedicated customer retention initiatives but also positioned the company as a leader in customer-centric service in the insurance industry.🔹My commitment to excellence in customer relationship management at Ceylinco Life Insurance PLC was driven by a deep understanding of the impact of sustained customer engagement on long-term business success. My efforts were instrumental in creating a culture of service excellence and customer loyalty that continues to drive the company forward.

Master Of Business Administration - Mba, Marketing, Dictation

Postgraduate Diploma (Level 07) : Uk Qualification, Psychology, Distinction

Fundamentals of Psychology Life-Span Psychology Psychological Knowledge and Applications Counselling Psychology Practices Psychological.

Post Graduate Diploma In Marketing, Marketing/Marketing Management, General

Education record

Preliminary Certificate In Marketing, Marketing, Pass