Suhirthan Rathnagopal
Call Center Operations Manager
Colombo
Summary
Accomplished, disciplined and dedicated Information Communication Technology professional with 6+ years’ service oriented experience in Network & Telecommunication field. Specialized in managing Network Operations Center related work which conversed with system maintenance, monitoring and strategic team management.
Overview
8
8
years of professional experience
13
13
years of post-secondary education
Work History
Call Center Operations Manager
TLC Laboratory Inc
Wisconsin
12.2021 - Current
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Managed over 300 - 400 Calls per day and ensured 98% answer ratio.
- Successfully managed activities of team members in 25 locations.
- Collaborated with training team to encourage certification training initiative.
- Improved organizational efficiency by effectively recruiting new hires and supporting management with personnel decisions.
- Collected and analyzed call center statistics, Patient test rates and customer service metrics.
Routing Executive
Excila Telecom
Science Park Rd
01.2016 - 11.2021
- Perform initial troubleshooting, problem analysis and isolation of network and system events in accordance with NOC incident management guidelines.
- Monitoring the Inbound & Outbound call traffic through the SBC (Sansay vsxi) and Spring Board.
- Configuring and integrating network and telecommunication technologies by using high end tools which cooperates with Session Initiation Protocols (SIP).
- Performing daily fault and performance analyzation using the monitoring tools to discovery any traffic related issues.
- Analyzing the statically data of call traffic and any client related details using Alaris Labs.
- Communicating with necessary clients/vendors on trouble tickets buy assisting in resolving any issues related to the call traffic/route with the predefined SLA's.
- Triaging incidents using Impact vs Urgency ITIL methodologies.
Technical Support Executive
Tseyva
Raffles Place
08.2014 - 01.2016
- Maintained servers and systems to keep networks fully operational during peak periods.
- Managed customer contact center with support representatives.
- Cultivated procedures and standards for system monitoring, investigation and maintenance.
- Configuring SIP devices and SIP Gateways for clients.
Education
St.Patrick's College Jaffna
Sri Lanka 01.2001 - 12.2005
O/Level IGCSE -
Daybridge International School
Sri Lanka 01.2006 - 12.2012
Level 5 Pearson BTEC HND - Computer And System Development (QCF)
Net Assist International (Pvt) Ltd.
Sri Lanka 01.2014 - 07.2015
Skills
VOIP Technologies : Sansay SBC Vsxi , iTel Switch, Nexge Switch, Alaris Labs (Billing & Routing) , Arptel CLI testing , itest CLI testing , Software codec transcoder, 5g Vision monitoring , Springboard ASA , Grandstream and Cisco ATA telephony VOIP adapters, IP PABX Installation and configuration
undefinedTimeline
Call Center Operations Manager
TLC Laboratory Inc
12.2021 - Current
Routing Executive
Excila Telecom
01.2016 - 11.2021
Technical Support Executive
Tseyva
08.2014 - 01.2016
Level 5 Pearson BTEC HND - Computer And System Development (QCF)
Net Assist International (Pvt) Ltd.
01.2014 - 07.2015
O/Level IGCSE -
Daybridge International School
01.2006 - 12.2012
St.Patrick's College Jaffna
01.2001 - 12.2005
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