Waruni Algama Email & Phone Number

Western Province, Sri Lanka

Sri Lanka

Colombo-Sri Lanka

Colombo Sri Lanka

Sri Lanka

Colombo - Sri Lanka

Colombo

This position is responsible for ensuring that customers and prospects receive a high level of service in terms of consistency, efficiency and professional service at an acceptable cost. Measuring of entire customer lifecycle throughout its duration, and to be examined on an individual customer or against a mean average.Achievement of service level objectives and other Responsible in resolving customer complaints of all three Business Units of Dialog. Actively participate in all CRM/new system development for different BUsiness units in the Company specially in designing modules for Loyalty , Churn, Life time value, Discounts, 360 degree view, Complaint Management, Lead management, Service Management, Account Management, Orders.Continue to Monitor smooth functioning of segmentation of customers across the Company and renewal of membership categories.Monitor performance of the Service desk and Help desk under Service management centre for a smooth operation.Participate in Business project & product and service implementation impacting CustomersResponsible for continually enhancing the Customer Satisfaction levels and experiences, whileoptimizing costs.

Colombo

Responsible in managing overall loyalty function and customer life cycle activities within the group of Companies.Define , Document & Implement subscriber treatment policy across channels.Analyze of all interactions with customers and their impact on the client experience.Ensure identified customers are 100% tagged in all CRM systemsDeveloping of dashboards for performance monitoringReporting of performance achievement by each party on a monthly basisDifferentiated service to segmented customersEnsure all eligible customers are selected based on the criteria on a monthly basisIncrease revenue of segmented baseInvestigate trends and develop correlations across customer profile and segmentsRevision of loyalty policy for customer satisfaction quarterlyDesigning and printing of loyalty bookletsImprove Customer experience and retentionDevelop and implement a comprehensive framework for Customer Lifecycle ManagementLead the customer focus initiatives in the departmentImplement effective and targeted usage programs to help achieve/exceed business targets.Governing the Complaint Management Process across the Business Units whilst coordinating with Regulatory and Consumer Affairs AuthorityMonitor and Mange the Centralized Complaint handling team who are responsible to resolve Non Technical related customer complaints.

Colombo

This position was responsible for ensuring that customers and prospects receive a high level of service in terms of consistency, efficiency and professional service at an acceptable cost. Responsible for the Customer Service Function of Dialog Broadband Networks by continually focusing on the company’s overall business & Customer Service objectives.Strategizing, planning and implementing specific initiatives to bring about high quality and timely customer serviceFocusing on effective service delivery especially for new products/ service launches also by ensuring that Customer Service personnel are trained in all products and services and are kept informed of product developments and changes. Participate in Business project & product and service implementation impacting Customers.Develop and maintain the division’s budget. Ensure the unit meets financial goals and objectives as outlined by the business plan Responsible for continually enhancing the Customer Satisfaction levels and experiences, while optimizing costs.Ensuring all customers information is gathered, updated accurately and maintained in the Customer Interface databasesContinue to maintain & improve on the ISO 9002 systems & procedures in order to achieve the objectives as stated in the quality policy of the company.Develop & implement systems and procedures as required by ISO 9001, TL 9000 & SLNQA.Reducing service failure cost through identification of critical points in service delivery and ensuring their effective functionality.Identifying churn susceptibility among customers and employing appropriate customer retention strategies.Ensuring adherence to processes and driving service excellence throughout all Customer contact pointsRetaining customers by proactively targeting and reducing possible causes of complaints by the customerRetain talent by proactively engaging with people and enriching their jobs and spotting early symptoms of simmering issues.

Colombo

Joined Dialog Axiata PLC on 16th April 1996 as a Customer Service Officer and re-designated as an Executive Customer Relations in 1997. Managing of all VIP and High User customers of the Company and providing the highest level of service standards were the key objectives of this position.Following were the roles/responsibilities entrusted to me.Segmentation of Key customers on a regular basisCoordinate with external partners such as NTB and Sri Lankan Airlines for Nexus and Skywards Monitoring and reporting performance of FranchiseesMonitoring of all customer centric service levelsManaging the Back office functions, Customer handling frontline and the two counters at the Bandaranaike International Airport.Organizing and Managing of all key customer felicitations and EventsTrain, Schedule and facilitate subordinates in conducting their daily activities.Manage the VIP contact centre operationPerformed as a Divisional Trainer from till 2006.Performed as a an Internal auditor coordinating with Quality Systems related to Internal Audits, ISO 2001 from 2000 to 2007.Divisional Representative at the Quality Review Meeting since 1999Active member of Service Delivery Strategic Management Committee.Divisional Risk Management Representative till 2007.Divisional Representative for all billing and customer care system migrations in the Company.

Colombo

Responsible for mainly handling Companies French AccountsPreparing Itinerary for inbound clientsArranging ExcursionsHotel Reservations and TicketingAirport pick ups Costing for obtaining new accounts to the Company