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    • Over eight years of call center experience in operations.
    • Close exposure to various routine activities at a call center and extensive experience of monitoring and controlling them
    • Ability to handle conflict situations among various departments, which occur quite frequently at call centers
    • Great command over reports, both preparation and analysis
    • Possess excellent verbal and written communication skills
    • In-depth knowledge of the process and standards of business operation
    • Excellent organizational and time management skills
    • Ability to interact effectively with colleagues and customers
    • Quick problem solver with ability to meet deadlines within limited time period
    • Diplomatic, positive attitude and ability to perform tasks under pressure
    • Possess excellent negotiations and sales skills.
    • Strong leadership with strong supervisory skills.
    • Possess other Organisations And Management Skills such as  Client Relationship Management and Team Management, Quality Assurance, Resource Utilization, Utilization Management, KPI Management, Operations Management,Process Management, Analytic Thinking, Decision Making, Flexibility, Leadership, Management Skills, Problem Solving.

Work experience

Dec 2012Present

 Asst Manager Operations/ Sr. Team Leader

  • Directly trained and managed 36 representatives.
  • Improved realization and productivity by 25%.
  • Increased   production revenue by 22%.
  • Achieved retention target of 17% YTD year on year.
  • By means of people management created reserves for all the process with the limited resources by cross training matrix.
  • Monitoring and controlling the routine activities in operations.
  • Setting targets as well as motivating them to achieve those targets.
  • Monitored the daily performances by the executives and assisted them with the grievances they are facing.
  • Performed frequent performance evaluations of executives and encouraged them for better and consistent performances.
  • Implemented quality control measures as guided by the manager.
  • Prepared periodic performance reports and forwarded it to the manager.
  • Assisted manager in analysis of the reports and decision making based upon it.
  • Lead, direct and manage inbound and/or outbound site operations to ensure that the operations staff executes service agreements at, or above the customer's standards. 
  • Planned and monitored daily staffing schedules and adjusted accordingly to ensure adequate staffing levels that support operational demands and business objectives.
  • Ensured directives, rules and procedures are well communicated to all operation's staff.
  • Personally coached, trained and mentored direct subordinates. and provided career development opportunities through training and quality management activities.  
  • Conducted annual and Monthly performance reviews for all staff within Process.
Mar 2012Nov 2012

Team Leader

 Ceylon Info tech
  • Pilot Process Australian/UK IT/Telephone services sales out bound process(B2B/B2C).
  • Doing audits for sales call to check if the representative is following the guidelines set by the Company.
  • Random audits to check compliance standards as the team also use to handle sensitive
  • information like social security numbers, Credit card, and debit card details.
  • Analyse the individual performance of the team and motivate them to perform even better.
  • Analyse the assigned projects and distribute the tasks to the members as per their area of
  • Expertise.
  • Offer solutions to the top management regarding project related queries

Mar 2007Mar 2012

Lead Operations


Lead Operations Worked for Telephone and ISP process for UK based client for the duration of 5 years where i was handling the L3 escalation team. Team was responsible for order management, trouble shooting for line issues, PSTN order fulfillment, VOIP, Network authentication issues, line capacity and upgrading, fault management, incident tracking, Tiepair management, capacity and availability, ADSl support, setting up appointments with BT
lineman, service help desk and support. Worked on tools like BT wholesale, Eco repair, POTS, NIM, Remedy, ADSL checker, Siebel.

  • Worked with Process for UK based company Talk Talk, Tiscali and Virgin Media a telephone, broadband and TV service provider as lead operations.
  • Role included random check to analyse loop holes in the process and provide a solution around it to minimize the D-sat and financial risks due to miss SLA's.
  • Member of pilot batch of Exceed Program, a program initiated by IBM to Promote Top  Talent in the organization.
  • Provide technical support for Level 1 and Level 2 agents, validating escalations,maintaining quality service standards to meet customer satisfaction, liaising with British Telecom Corporation and Telco in order to resolve customer complaints.
  • Upgrade skills through regular training sessions and through client reviews.
  • Prepare and forward standard reports to the concerned authorities.

Apr 2001Jan 2007

 VIP cordinator

 MSC Cruises, Italy

MSC Cruises, Italy
Worked with Hotels and Cruise liners during this tenure at different levels which also includes
the Supervisory and management roles. Mediterranean Shipping Company,
M V Musica(Italy Based) Star Cruises Ltd, MV Superstar Virgo(Singapore Based)




Operations Management



Hotel Management


  • Won Best Agent for the quarter 3 times in a row with IBM.
  • Best Agent for the year 2010 Talk-Talk all hands meet for IBM.
  • Best Team for the quarter 3- 2013.
  • No Attrition Champion for 2013 Slk.
  • Team Champions 2014 Slk.
  • SS-GB Trained.


 References are  available on request