NILUSHI DE ALMEIDA

• Leading the development and implementation of operational strategies aimed at enhancing efficiency, reducing costs, and optimizing customer satisfaction.
• Maintained effective communication with staff to ensure streamlined operations.
• Managed all aspects of daily business operations including budgeting, staffing, scheduling, inventory control, customer service, and sales.
• Monitored financial performance and identified opportunities for cost savings and revenue growth.
• Coordinated employee training activities to ensure compliance with company policies.
• Fostered a positive work environment through team building activities.
• Conducted regular meetings with senior management to review progress against objectives and prepared detailed reports outlining key performance metrics.
• Developed marketing strategies to increase brand awareness within target markets.

• Led a team of 6 members and 2 managers, driving customer-centric strategies for enhanced satisfaction and retention. Established service level agreements, conducted regular training sessions, and implemented feedback processes for continuous improvement.
• Collaborated with marketing teams to design campaigns, provided strategic advice for improved user experience, and identified innovation opportunities.
• Implemented automation tools and formulated policies for exceptional customer experiences across all channels.
• Provided strategic guidance for smooth project delivery to enhance overall customer experience.

In my role, spearheaded strategic planning initiatives, aligning the Sri Lanka Customer Service annual plan with organizational priorities and driving improvements in CS processes and customer journeys. By analyzing complex service issues and providing timely management information, I facilitated informed decision-making and contributed to the development of new customer service policies and practices.

Additionally, I led Continuous Improvement projects, collaborating with various business teams to enhance customer experience and drive efficiency in service processes, while ensuring alignment with regional processes and policies for business growth.

Functionally, I focused on building and maintaining an effective Sales and Customer Services team, ensuring adherence to British Council values and performance standards. I oversaw compliance with core customer service KPIs and drove business process improvement through data-led approaches. As Complaints Manager, I ensured prompt resolution of high-level complaints and drove a culture of Continuous Improvement.

Furthermore, I led line management responsibilities, ensuring teams were well-resourced with defined learning and development plans, and developed strategies to address fluctuations in demand. In terms of budget management, I ensured adherence to budget targets and took full responsibility for financial planning and monitoring.

• From 2013 to 2017, I led the National call center for the British Council, overseeing a team of 6 staff members. During this time, I also managed a team of 5 to 10 staff members and ensured the smooth operation of the integrated Customer Service Desk, serving as the initial point of contact for all customers.
• Key responsibilities included overseeing the management of the English portfolio, streamlining processes effectively, and ensuring staff members were trained and updated on process changes to meet business targets.

Key responsibilities included:

• Responding to and managing all customer inquiries, serving as the primary point of contact for students.
• Handling registrations during peak periods to ensure efficient processing.
• Ordering and managing stationery for a team of over 150 staff members.

Additionally, I was recognized as the Colleague of the Month for December 2007 and also received the Team of the Month award during the same month.

Key responsibilities included:

• Processing accounts for clients located in the United Kingdom, with regular communication via telephone and email with customers and branch personnel.
• Consistently surpassing targets by maintaining a Rate per Hour of over 150% on all designated queues, handling complaints and complex items effectively.
• Acting as a process specialist, liaising with the UK business team regarding product updates and occasionally deputizing for my line manager.
• Managing staff leave allocations, compiling Management Information reports, conducting team meetings, and delivering presentations on procedure updates.
• Recognized for outstanding performance, my team was honored with the Managing for Growth Team of the Quarter Award in September 2005.