Educational Qualifications
• Master in Business Administration (MBA) by the University of Wales at Imperial Institute- Colombo-4- 2010 (Specialized in Human Resources Management).
• Completed a research on HR- Achievement of high performance through Performance Appraisal of frontline divisions in Telecommunication Industry in order for completion of the MBA.
• BSc. Business (Hons) of the London School of Economics (University Of London) – 2006.
• International Diploma in Computer Studies (NCC) - UK in September 2000 with a Credit, after following a course for one academic year at D.P Aides (Pvt) Ltd. – 2000.
Professional Qualifications
• CIMA (Foundation Level) qualified. CIMA Intermediate level partly qualified.
Achievements
• Achieved 95% in the complaint resolution KPI 2006-2008
• Introduced a root cause analysis and a report to minimize the amount of complaints received 2008.
• Proposed ideas to improve service quality in franchise service outlets 2007-2008.
• Proposed ideas and submitted analysis on the division complaints and overall complaint network of the company.
• Proposed and implemented service recovery resolutions 2006-2007.
• Highest achiever of the month in the Customer service verification unit of the month of December 2006.
• Achieved highest postpaid sales of the month in May, July, November & December 2004.
Technical Skills
Microsoft Word, Microsoft Excel, Power Point, Basic programming, Basic web designing, Adobe Photoshop
Interpersonal Skills
Good communication & interpersonal skills
Ability to adjust & work in a team environment
Ability to work under pressure
Perform multiple tasks
Ability to learn new tasks quickly
Innovative & creative
Ability to handle research activities well
Special event management skills
Presentation and Analytical skills.
Leadership skills
Trainings
• Soft Skills- on effective ways of handling customers.
• Soft Skills- on telephone etiquettes.
• Product & services, Loyalty Schemes & System Trainings.
• Creating a lasting Impression- extra step on customer satisfaction.
• Time Management.
• Stress Management.
• Effective ways of handling complaints.
• Team building- Working in a team, & how to achieve goals in a team.
• Customer Retention- Ways to retain a profitable customer.
• Presentation Skills- Microsoft & power point.
• Report Writing Skills.
• Leadership Management Skills.
• Negotiation skills
• Out bound trainings
• Voice and Accent training
• Business writing skills
