Seasoned Service Manager bringing 17 years of of telco , facility management services and process operations experience. Proficient in business practices, standards of operation and customer needs. Empowering leader with passion for developing teams with focus on exceptional service delivery and customer retention. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Hi, I’m
Mihiranga Prince Samarasinghe
Service Operations Manager
Kurunegala,NW
Summary
Overview
17
years of professional experience
17
years of post-secondary education
3
Languages
Work History
I.C.A Communication & Technological Distributors Ltd.Kurunegala, 6
Service Operations Manager
10.2023 - Current
Job overview
- Supervised creation of exciting merchandise displays to catch attention of store customers.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Implemented business strategies, increasing revenue, and effectively targeting new markets.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Trained and guided team members to maintain high productivity and performance metrics.
Sanwon Associate
Manager – Digital Marketing & Business Retention
12.2022 - 09.2023
Job overview
- Conducted competitive analysis to identify market trends and capitalize on emerging opportunities for growth.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Accomplished multiple tasks within established timeframes.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
Hutchison Telecommunications Lanka (Pvt) Ltd.
Account Manager - Billing , Credit & Collections
07.2019 - 11.2022
Job overview
- Managed diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction.
- Ensured all KPI's like, Bad Debt, Due Date Collection, billed & un-billed exposure for credit control are aligned to standards.
Etisalat Lanka (Pvt) Ltd.
Account Manager - Enterprise Business
03.2017 - 06.2019
Job overview
- Streamlined internal processes for better efficiency in account management tasks.
- Negotiated contract terms with clients, securing favorable agreements for both parties.
- Monitored industry trends to provide informed recommendations on new products or services that could benefit clients'' businesses.
- Developed customized account plans for clients to help them achieve their business goals.
- Implemented strategies to increase revenue from existing accounts through upselling and cross-selling initiatives.
- Collaborated with sales team to identify potential upsell opportunities and expand client base.
- Oversaw new business development to generate sales leads, negotiate client pricing and forecast revenue.
Sanwon Construction.
Manager Operations and Relationships
02.2016 - 02.2017
Job overview
- Reduced operational costs through comprehensive process improvement initiatives and resource management.
- Developed and maintained relationships with customers and suppliers through account development.
- Improved safety procedures to create safe working conditions for workers.
Bharti Airtel Lanka(PVT) Ltd
Officer Investigation & Nodal
10.2015 - 12.2015
Job overview
- Coordinated cross-functional teams to address complex issues, leading to more efficient problem-solving processes.
- Optimized resource utilization by reallocating personnel based on workload assessment resulting in balanced workload distribution among team members.
- Provide information on a timely basis to ensure the company's response to complaints & queries escalated by government authorities, Listed as CID ( Criminal Investigation Dept), MOD( Ministry of Defense), SIS( State Intelligence Service), TIR( Terrorist Investigation Range), TRC (Telecommunication regulatory commission ).
Bharti Airtel Lanka(PVT) Ltd.
Service Coordinator
02.2015 - 09.2015
Job overview
- Collaborated with cross-functional teams to optimize service operations and improve client experiences.
- Maintained accurate records of all service activities, facilitating smooth communication between clients and technicians.
- Played a key role in the successful onboarding of new hires within the Service Coordinator role, offering mentorship and guidance as needed.
- Boosted overall team performance by delivering ongoing training sessions on best practices in customer service and technical skills.
- Served as a primary point of contact for clients, addressing inquiries, providing updates, and ensuring overall satisfaction with services rendered.
- Managed a high volume of client requests, ensuring timely and effective service delivery.
MASS VENTURES PVT LIMITED - For Hutchison Telecom.
Customer Service Executive
04.2013 - 02.2015
Job overview
- Contributed towards improving overall customer feedback scores by consistently delivering high-quality service experiences.
- Developed effective strategies for managing challenging situations, resulting in positive outcomes for both customers and organization.
- Collaborated with cross-functional teams to improve overall customer experience within company.
- Streamlined communication channels for improved efficiency in handling customer concerns.
- Boosted customer retention rates by providing exceptional service and building rapport with clients.
J.D.B. Enterprises (PVT) Ltd. - Partner Airtel Sri Lanka Operations.
Executive - Customer Service, Billing Functions
01.2011 - 01.2013
Job overview
- Increased revenue collection rates by closely monitoring overdue accounts and implementing timely follow-up procedures.
- Maintained effective communication channels with internal departments to ensure accurate billing information updates.
- Reduced customer complaints by proactively addressing recurrent billing concerns and implementing corrective measures.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Trained team members on new services and products to support promotional efforts & outdoor sales and retail support teams.
CBE Group Of Companies - Partner Dialog Axiata
Customer Relations Executive
04.2008 - 10.2010
Job overview
- Partnered with sales teams to provide critical insights into customer needs that led to increased upselling opportunities and further revenue generation.
- Assisted in the development and execution of customer retention programs that helped reduce churn rates by fostering strong relationships with key clients.
- Developed strong customer relationships through attentive listening, empathy, and clear communication.
- Collaborated with cross-functional teams to address customer concerns and implement effective solutions.
- Proactively identified opportunities for upselling or cross-selling products during regular engagements with customers, contributing to revenue growth.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Developed and implemented customer service policies and procedures.
- Collaborated with finance department on invoicing accuracy for applicable products, services, POSM's, devices.
SUNTEL LIMITED - ISP Call Centre Operations.
Call Center Representative
06.2007 - 11.2007
Job overview
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in timely manner.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Responded to customer calls and emails to answer questions about products and services.
- Mentored new hires as they navigated our systems and protocols, fostering teamwork within call center
Education
Cardiff Metropolitan UniversityCardiff CF5 2YB, United Kingdom.
MBA from Business Administration And Management
2018.09 - 2020.07 (1 year & 10 months)
University Overview
- Awarded - Merit
NIITNIIT Head Quarter, Gurgaon, Haryana 122001, India.
Professional Diploma from Information Technology
08.2005 - 02.2008
University Overview
Maliyadeva CollegeKurunegala, Sri Lanka
High School Diploma
03.1991 - 07.2005
University Overview
Skills
Service Delivery
undefinedAvailability
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Digital Skills
Digital Skills
Professional Level working with chat GPT, Bard AI integration for professional work / Professional Level Internet, Email, Smart phone handling / Computer Software Installation- Personal Interest / Exploring Mobile phone technology. / Mobile Telecomunications / Good use of Microsoft app, social network, internet search engines and e-mail / Value Added Services (SMS, MMS, Browsing)
Timeline
Service Operations Manager
I.C.A Communication & Technological Distributors Ltd.
10.2023 - Current
Manager – Digital Marketing & Business Retention
Sanwon Associate
12.2022 - 09.2023
Account Manager - Billing , Credit & Collections
Hutchison Telecommunications Lanka (Pvt) Ltd.
07.2019 - 11.2022
Account Manager - Enterprise Business
Etisalat Lanka (Pvt) Ltd.
03.2017 - 06.2019
Manager Operations and Relationships
Sanwon Construction.
02.2016 - 02.2017
Officer Investigation & Nodal
Bharti Airtel Lanka(PVT) Ltd
10.2015 - 12.2015
Service Coordinator
Bharti Airtel Lanka(PVT) Ltd.
02.2015 - 09.2015
Customer Service Executive
MASS VENTURES PVT LIMITED - For Hutchison Telecom.
04.2013 - 02.2015
Executive - Customer Service, Billing Functions
J.D.B. Enterprises (PVT) Ltd. - Partner Airtel Sri Lanka Operations.
01.2011 - 01.2013
Customer Relations Executive
CBE Group Of Companies - Partner Dialog Axiata
04.2008 - 10.2010
Call Center Representative
SUNTEL LIMITED - ISP Call Centre Operations.
06.2007 - 11.2007
NIIT
Professional Diploma from Information Technology
08.2005 - 02.2008
Maliyadeva College
High School Diploma
03.1991 - 07.2005
Cardiff Metropolitan University
MBA from Business Administration And Management
2018.09 - 2020.07 (1 year & 10 months)
Digital Skills
Digital Skills
Professional Level working with chat GPT, Bard AI integration for professional work / Professional Level Internet, Email, Smart phone handling / Computer Software Installation- Personal Interest / Exploring Mobile phone technology. / Mobile Telecommunications / Good use of Microsoft app, social network, internet search engines and e-mail / Value Added Services (SMS, MMS, Browsing)
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