CHANNA LIYANAGE
Manager Corporate Customer Service
Maharagama
Summary
A Manager focused on creating and implementing customer journeys that sustain and scale up profitability in businesses across multiple industries. Emphasize key deliverables, build amazing teams, and quickly adapt to new learnings.
Overview
9
9
years of professional experience
5
5
Years of CRM experience
4
4
Years in CS/ CX/ UX design
11
11
Years in Training and Developing front line CSE
Work History
Manager Corporate Customer Service
IIRM Lanka
Colombo
10.2022 - Current
- Achieving 90 - 95% client retention by strategic service architecture.
- Drive staff commitment toward customer engagement by developing solid service policies.
- Leveraging Omni channels to keep communications efficiency at optimum levels.
- Manage, Motivate and Develop result-oriented service characteristics within service delivery agents.
- Encourage organizational change by capturing and prioritizing customers' voices (Voc).
- Support to maintain lead conversion at 60 - 85% via physical/ digital, inbound/outbound channels.
- Established customer satisfaction by up to 85% by leveraging wider internal and external service supply stakeholder collaboration.
Assistant Manager Corporate
Finlay
Colombo
09.2019 - 09.2022
- Establish strong corporate relationships focused on long-term benefits.
- Generate and maintain Service Matrix that helps to identify service delivery gaps effectively.
- Assess, Research, and Negotiate on behalf of clients achieving 10 - 15% cost savings per annum.
- Create innovative Market Solutions through collaboration to relieve specific Customer pain points.
- Entrusted additional responsibility as acting "Head of Personal Lines".
Assistant Manager
Allianz Insurance
Colombo
08.2013 - 02.2019
- Role - 4 years Senior Executive and 3 years Managerial, Customer Facing, Non-Facing.
- Led nurtured, and coached high-performance underwriting teams.
- Team Performance: 76% retention, 30% growth, 50% conversion.
- Synergize Sales, Service, Finance, and Claims for optimum delivery.
- Customer-focused insurance service modification and tech integration.
Education
MBA - Business Administration And Management
University of Sri Jayewardenepura
Nugegoda2021
Postgraduate Diploma - Business Management
National School of Business Management
Colombo2014
Skills
- Customer Centricity
- Communications Skills
- Customer Portfolio / Relations Manager
- CX / Service Architecture
- Process Expert
- Omni Chanel Service Delivery
- VoC expert
- Problem Solving Skills
- Data Driven Mindset
- Team Management
- Training and Development
- MS Office Expert
Timeline
Manager Corporate Customer Service
IIRM Lanka
10.2022 - Current
Assistant Manager Corporate
Finlay
09.2019 - 09.2022
Assistant Manager
Allianz Insurance
08.2013 - 02.2019
MBA - Business Administration And Management
University of Sri Jayewardenepura
Postgraduate Diploma - Business Management
National School of Business Management
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Service happens when your customer's pulse becomes yours.
Antony Liyanage
Awards
- My Finance Coach” - The Best Project (1st runner-up) for Best Corporate Citizenship Sustainability Awards 2015 – offered by The Ceylon Chamber of Commerce.
- Allianz Director's award 2014, Awarded by the Asia Pacific Talent Pool
Extra Curricular Activities
Freelance choreographer and aerobics instructor, maintaining the required fitness to work while consistently standing, walking, bending, lifting and repetitive motions.
Social Media
Linked-in: https://www.linkedin.com/in/antony-channa-liyanage-0364308a/
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