Nilushi de Almeida Perera
Boralesgamuwa
Summary
With over 20+ years of experience as a customer-focused leader, I specialize in driving operational efficiency, reducing costs, and improving customer satisfaction in fast-paced, high-pressure environments. I have a proven track record of managing multiple projects, meeting tight deadlines, and delivering strategic initiatives that enhance profitability, sales, and operational excellence. I specialize in customer experience optimization across AI-driven support systems, chatbots, and human operations, ensuring alignment with business, compliance, and CX standards. Skilled in process improvement and quality assurance, I focus on simplifying workflows and improving service consistency. I am also experienced in leading and developing high-performing teams, combining strategic thinking with hands-on execution to deliver measurable business impact.
Overview
22
22
years of professional experience
Work History
AI QUALITY SUPPORT MANAGER
STANDARD FOCUS TECHNOLOGY LANKA (PVT) LTD
Colombo, Western
06.2025 - Current
- Lead quality assurance for AI-driven customer support (chatbots) and human support operations, ensuring consistent, high-quality customer experience.
- Oversee UAT testing for system deployments and AI-driven solutions, validating outputs against business, compliance, and CX requirements.
- Manage and develop a QA team, including recruitment, onboarding, and performance management, fostering a high-performing culture.
- Own and maintain knowledge base (KB) content and governance, ensuring accuracy, usability, and alignment with operational processes.
- Design and implement test strategies, track QA metrics, and lead defect management including root cause analysis and corrective actions.
- Streamline and simplify processes, driving standardization and efficiency across AI and customer support operations.
- Collaborate with cross-functional teams to assess impact of changes, align processes, and support smooth system deployments.
SALES & PARTNERSHIPS MANAGER
ASPECT LEGAL
Sydney
06.2024 - 05.2025
- Develop and execute sales and partnership strategies to drive revenue growth.
- Build and manage relationships with brokers, accountants, and key stakeholders.
- Oversee lead generation, client onboarding, and referral network expansion.
- Collaborate with marketing and legal teams to align business objectives.
- Enhance engagement through outreach, digital marketing, and networking events.
- Analyze client feedback to refine sales approaches and improve service offerings.
GENERAL MANAGER
TUTOPIYA PTE LTD
Singapore
10.2022 - 05.2024
- Leading the development and implementation of operational strategies aimed at enhancing efficiency, reducing costs, and optimising 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.
HEAD OF CUSTOMER EXPERIENCE
TUTOPIYA PTE LTD
Singapore
04.2022 - 10.2022
- Led a team of 6 members and 2 managers, driving customer-focused strategies to improve satisfaction and retention.
- Developed service level agreements, facilitated regular training, and implemented feedback mechanisms for ongoing improvement.
- Partnered with marketing teams to create campaigns, offering strategic advice to enhance user experience and identifying opportunities for innovation.
- Introduced automation tools and developed policies to ensure exceptional customer experiences across all channels.
- Provided strategic direction to ensure seamless project delivery, enhancing the overall customer experience.
CUSTOMER SERVICE MANAGER
BRITISH COUNCIL
04.2017 - 02.2022
- Spearheaded strategic planning initiatives, aligning the Sri Lanka Customer Service annual plan with organizational priorities.
- Drove improvements in customer service processes and customer journeys through data-driven analysis.
- Analyzed complex service issues and provided timely management information to support decision-making.
- Developed and implemented new customer service policies and best practices.
- Led Continuous Improvement projects, collaborating with business teams to enhance customer experience and efficiency.
- Ensured alignment with regional processes and policies to support business growth.
- Built and maintained an effective Sales and Customer Services team, upholding British Council values and performance standards.
ASSISTANT MANAGER CUSTOMER SERVICES
BRITISH COUNCIL
08.2011 - 03.2017
- Managed the National Call Centre for the British Council (2013-2017), leading a team of six to ensure efficient service delivery.
- Supervised a team of 5 to 10 staff members, overseeing the integrated Customer Service Desk as the primary customer touchpoint.
- Led the management of the English portfolio, streamlining processes to enhance operational efficiency.
- Ensured staff received ongoing training and updates on process changes to meet business objectives.
CUSTOMER SERVICES OFFICER
BRITISH COUNCIL
07.2007 - 07.2011
- Serving as the primary point of contact for students, addressing and managing all customer inquiries.
- Overseeing registrations during high-demand periods to ensure smooth and efficient processing.
- Ordering and managing stationery supplies for a team of more than 150 staff members.
- In addition, I was honored as Colleague of the Month for December 2007 and received the Team of the Month award in the same month.
CUSTOMER SERVICES OFFICER
HSBC DATA PROCESSING LANKA PVT LTD (HDPL)
03.2004 - 10.2006
- Managing client accounts for customers based in the United Kingdom, maintaining regular communication via phone and email with both clients and branch personnel.
- Continuously exceeding targets, maintaining a Rate per Hour of over 150% across all assigned queues, while effectively handling complaints and complex cases.
- Serving as a process specialist, collaborating with the UK business team on product updates and occasionally stepping in for my line manager.
- Overseeing staff leave allocations, preparing Management Information reports, leading team meetings, and delivering presentations on procedural updates.
- Recognized for exceptional performance, my team was awarded the Managing for Growth Team of the Quarter Award in September 2005.
Education
Lead Digital - undefined
Specialist Diploma - Healthcare
Diploma - Early Childhood Education, Child Psychology and Daycare Management
G.C.E. Advanced Level - undefined
G.C.E Ordinary Level - undefined
Skills
- Customer Relationship Management
- Strong Communication & Presentation Skills
- Cross-functional Collaboration & Stakeholder Management
- Customer Experience (CX) Optimization
- Customer Retention & Engagement
- Sales & Revenue Growth Strategies
- Operations Management & Scaling
- Strategic Planning & Execution
- Process Improvement & Workflow Simplification
- Process Automation & Operational Efficiency
- Data-driven Decision Making
- Budgeting and Cost Control Strategies
Languages
English
Sinhala
Tamil
Personal Information
- Gender: Female
- Marital Status: Married
References
Available upon Request
Training
- Attended a 3-day workshop on leadership skills conducted by Franklin Covey Inc. - 2019
- Attended a full-day workshop on UP! Your Service delivered by the Customer Service guru Ron Kaufman - 2017
- British Council, Train the Trainer, October 2017
- British Council, Business writing skills
- British Council, Managing Service Excellence
- British Council, Coaching for managers
- British Council, Grammar for Business
- British Council, Excellence in Customer Service
- British Council, successful work shadow program in Kolkata India
- HSBC, Leading & Managing people Fundamentals 1
- HSBC, Process Techniques for Supervisors
- British Council, Telephoning Skills, Pronunciation and Culture, in March 2004
Timeline
AI QUALITY SUPPORT MANAGER - STANDARD FOCUS TECHNOLOGY LANKA (PVT) LTD
06.2025 - Current
SALES & PARTNERSHIPS MANAGER - ASPECT LEGAL
06.2024 - 05.2025
GENERAL MANAGER - TUTOPIYA PTE LTD
10.2022 - 05.2024
HEAD OF CUSTOMER EXPERIENCE - TUTOPIYA PTE LTD
04.2022 - 10.2022
CUSTOMER SERVICE MANAGER - BRITISH COUNCIL
04.2017 - 02.2022
ASSISTANT MANAGER CUSTOMER SERVICES - BRITISH COUNCIL
08.2011 - 03.2017
CUSTOMER SERVICES OFFICER - BRITISH COUNCIL
07.2007 - 07.2011
CUSTOMER SERVICES OFFICER - HSBC DATA PROCESSING LANKA PVT LTD (HDPL)
03.2004 - 10.2006
Avado International - Lead Digital,
City And Guilds - Specialist Diploma, Healthcare
JMC International - Diploma, Early Childhood Education, Child Psychology and Daycare Management
Alethea International School - G.C.E. Advanced Level,
Holy Family Convent Bambalapitiya - G.C.E Ordinary Level,