Berney Nugera
Abu Dhabi
Summary
I am a results driven Procurement Specialist with 7+ years of progressive experience in SaaS platform sourcing, vendor evaluation, and technology procurement. Skilled in developing weighted scoring frameworks, conducting cost-benefit analyses, and driving executive-level decision-making through data-driven insights and compelling presentations. Expertise in aligning technology investments with business strategy, risk assessment, and managing procurement lifecycles in IT software and SaaS environments.
Overview
9
9
years of professional experience
12
12
years of post-secondary education
1
1
Certification
Work history
CUSTOMER SUPPORT SPECIALIST
I4T GLOBAL
Colombo
10.2023 - 02.2025
- Respond promptly to customer support tickets within the pre-defined SLA of 15 minutes, ensuring timely assistance and resolution
- Proactively interact and maintain strong customer relationships using LiveAgent and Freshdesk CRM platforms
- Collaborate with UI/UX designers, QA engineers, and developers to refine user experiences and workflows
- Create and manage JIRA tickets, including writing detailed test cases for user stories
- Troubleshoot reported issues, track bugs and fixes, and analyze problem trends to deliver excellent customer service
- Prioritize bugs, enhancements, and feature-related JIRA tickets for scheduled releases
- Conduct post-release manual testing in live environments to ensure the platform's stability and performance
- Collaborate closely with internal teams to evaluate, recommend, and implement SaaS tools and platforms, including service desk solutions.
- Developed and presented platform utilization reports to executive leadership, highlighting cost efficiency and operational impact.
- Created a structured platform evaluation matrix to assess SaaS options based on cost, functionality, and user adoption.
- Managed procurement research and initial vendor screening for platform enhancements and system integrations.
- Prepared technical presentations to translate complex platform features into clear business value for non-technical stakeholders.
- Delivered comprehensive reports and data visualizations using advanced Excel skills for performance tracking and technology ROI analysis.
CUSTOMER BUYER
SOFTLOGIC RETAIL
Colombo
09.2019 - 09.2023
- Conducted software and SaaS sourcing initiatives for international clients, ensuring alignment with IT and business requirements.
- Developed and maintained evaluation frameworks and scoring methodologies to assess potential platforms objectively.
- Partnered with IT teams to evaluate API compatibility and integration patterns during vendor selection.
- Led vendor negotiations, achieving cost savings of 15% on average through value-based sourcing techniques.
- Delivered executive presentations summarizing procurement outcomes, comparative analyses, and technology recommendations.
- Managed procurement data analysis using advanced Excel, including pivot tables, trend charts, and dynamic scoring models.
- Negotiating pricing, contracts, and delivery terms with suppliers to optimize costs
- Managing inventory levels to prevent stock shortages or overstocking
- Analyzing sales data and supplier performance to make informed buying decisions
- Working closely with logistics and supply chain teams to ensure timely deliveries
- Keeping up with market trends and competitor pricing to maintain a competitive edge
Executive assistant
SAMPATH BANK(PLC)
Colombo
04.2016 - 10.2019
- Evaluated and sourced property management SaaS platforms to enhance operational efficiency and tenant management.
- Conducted ROI assessments for new technology adoption, supporting the executive team with clear recommendations.
- Collaborated with IT teams to implement CRM and property management software, ensuring successful data migration and staff training.
- Analyzed platform performance post-implementation, using Excel dashboards to track adoption and operational impact.Conducted market research to identify client needs and recommended appropriate solutions
- Worked closely with internal departments to streamline processes and improve service delivery
Education
DEGREE IN BUSINESS MANAGEMENT HONOURS - MARKETING SPECIAL
The Open University Of Sri Lanka
01.2017 - 12.2022
HIGHER DIPLOMA IN BUSINESS MANAGEMENT - undefined
The Open University Of Sri Lanka
01.2017 - 01.2020
G.C.E ADVANCED LEVEL EXAMINATION - undefined
St.Bridget's Convent
01.2013 - 09.2015
Intermediate in Applied Banking and Finance - undefined
The Institute of Bankers of Sri Lanka
Skills
- Advanced Excel (VLOOKUP, Pivot Tables, Data Modeling, Power Query)
- CRM Platforms: Lifecycle, MRI, Fixflo
- Service Desk Tools: Freshdesk, LiveAgent
- Data Visualization: Excel, Google Data Studio
- Procurement & Sourcing: Vendor Evaluation, RFx Management, Cost Benchmarking
- Documentation & Reporting: Google Workspace, Microsoft Office Suite
- API & Integration Understanding
- SaaS/Software Sourcing & Procurement
- Platform Evaluation & Scoring Models
- Cost-Benefit & Risk Analysis
- Advanced Excel (Data Modeling & Visualization)
Certification
- Customer Service Excellence Certification
- CRM & ERP System Training (LiveAgent, Freshdesk, MRI, Lifecycle)
- JIRA & Software Testing Training
- Data Analysis & Reporting
Languages
English
Tamil
Sinhala
Personal Information
- Date of birth: 09/11/96
- Gender: Female
- Nationality: Sri Lankan
Custom
- 01/30/16, 07/24/16, Written/Spoken English course - Has reached the standard required for Merit pass at the Final examination.
- 01/01/16, 05/01/16, Diploma in MS Office package - A+ Grade
Timeline
CUSTOMER SUPPORT SPECIALIST
I4T GLOBAL
10.2023 - 02.2025
CUSTOMER BUYER
SOFTLOGIC RETAIL
09.2019 - 09.2023
DEGREE IN BUSINESS MANAGEMENT HONOURS - MARKETING SPECIAL
The Open University Of Sri Lanka
01.2017 - 12.2022
HIGHER DIPLOMA IN BUSINESS MANAGEMENT - undefined
The Open University Of Sri Lanka
01.2017 - 01.2020
Executive assistant
SAMPATH BANK(PLC)
04.2016 - 10.2019
G.C.E ADVANCED LEVEL EXAMINATION - undefined
St.Bridget's Convent
01.2013 - 09.2015
Intermediate in Applied Banking and Finance - undefined
The Institute of Bankers of Sri Lanka
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