Shanil Sovis
Kandana
Summary
Dynamic Account Manager with a proven track record at Dialog Axiata PLC, excelling in customer satisfaction and persuasive negotiations. Spearheaded initiatives that significantly enhanced client relations and team productivity. Expert in complaint management and teamwork, achieving a notable increase in account growth. Skilled in fostering customer rapport and resolving issues efficiently, driving high levels of satisfaction.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Account Manager
Dialog Axiata PLC
Colombo 02
04.2016 - Current
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Provided technical assistance during product demonstrations or presentations.
- Participated in trade shows, conferences, and networking events to represent the company and attract new business.
- Prepared and presented detailed reports on account status, challenges, and growth opportunities to executive leadership.
- Identified upselling and cross-selling opportunities to maximize account growth and revenue generation.
- Conducted market research to identify potential new customers.
- Resolved customer complaints in a timely manner.
- Greeted and assisted customers to foster positive experiences.
- Increased profitability and revenue by identifying customer needs and determining appropriate offerings.
Team Leader
WITel Solutions Pvt Ltd
Colombo 01
06.2014 - 03.2016
- Maintained open lines of communication with senior management, reporting team progress and challenges.
- Motivated team members through recognition programs and performance-based incentives.
- Delegated daily tasks to team members to optimize group productivity.
- Maintained positive working relationship with fellow staff and management.
- Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
Senior Associate
WNS Global Services Pvt Ltd
Colombo 02
03.2013 - 06.2014
- Provided support and guidance to colleagues to maintain a collaborative work environment.
- Identified needs of customers promptly and efficiently.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Call Center Executive
Hatton National Bank
Colombo 02
09.2011 - 03.2013
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Collaborated with other departments to ensure excellent customer experience.
Education
MBA - General Studies
UNISTEM
Colombo 05High School Diploma -
St. Benedict's College
Colombo 13Skills
- Customer satisfaction
- Issue resolution
- Complaint management
- Goals and performance
- Customer rapport
- Teamwork and collaboration
Certification
- I have successfully completed Dialog Certified Solution Expert Programme in 2024.
Accomplishments
- I was the Best SME account manger of the year 2024 ( Silver Award )
Timeline
Account Manager
Dialog Axiata PLC
04.2016 - Current
Team Leader
WITel Solutions Pvt Ltd
06.2014 - 03.2016
Senior Associate
WNS Global Services Pvt Ltd
03.2013 - 06.2014
Call Center Executive
Hatton National Bank
09.2011 - 03.2013
MBA - General Studies
UNISTEM
High School Diploma -
St. Benedict's College
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