THARSHANA HETTIARACHCHI
Homagama
Summary
Dynamic leader with proven managerial and supervisory skills honed at Lanka Hospitals Corporation PLC, where I led a team of over 60, enhancing customer service excellence and driving cost control. Expert in problem-solving and employee engagement, I achieved notable improvements in operations efficiency and customer satisfaction. Skilled in coaching and business development, I excel in high-pressure environments.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Assistant Manager – Outpatient Department
Lanka Hospitals Corporation PLC
Colombo
11.2003 - Current
- Supervised and motivated a team of over 60 receptionists and OPD assistants, ensuring consistent delivery of high-quality service and adherence to hospital policies.
- Developed a system for tracking inventory and ordering supplies as needed.
- Delegated work to staff, setting priorities and goals.
- Organized training sessions for new hires to familiarize them with the workplace environment.
- Created and managed budgets for travel, training, and team-building activities.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Provided guidance and support to junior staff members on daily tasks, projects, and objectives.
- Resolved conflicts between team members in an effective manner.
- Monitored employee attendance records, timekeeping, and payroll information.
- Coordinated with other departments to ensure smooth flow of operations.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Managed customer service inquiries and complaints in a timely manner.
- Supervised daily operations including scheduling shifts, assigning duties.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Recruited and trained new employees to meet job requirements.
- Established processes for monitoring customer satisfaction levels.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Managed inventory and supplies to ensure materials were available when needed.
- Recognized by management for providing exceptional customer service.
- Achieved cost-savings by developing functional solutions to problems.
- Worked with cross-functional teams to achieve goals.
- Completed day-to-day duties accurately and efficiently.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Worked effectively in team environments to make the workplace more productive.
- Conduct training sessions at Lanka Hospital Academy.
- Coordinated channeling between consultants and patients, ensuring smooth communication and efficient appointment scheduling.
Education
Diploma in Service Management -
Institute of Human Resource Advancement, University of Colombo
01.2023
A Special Executive Diploma Program (EDP) - Train the Trainer
Postgraduate Institute of Management, University of Sri Jayawardenapura
01.2019
Advanced Certificate in Business Management -
National Institute of Business Management (NIBM)
Colombo01.2013
Advanced Level - Commerce Stream
St. Paul’s Girls’ School
Colombo01.2002
Ordinary Level -
St. Paul’s Girls’ School
Colombo01.1998
Skills
- Customer Service Excellence
- Problem-solving
- Cost control
- Communication and interpersonal skills
- Managerial and Supervisory Skills
- Employee engagement
- Workload management
- Coaching and mentoring
- Business development understanding
- Employee performance evaluations
- Cost reduction
- Verbal and written communication
- Team motivation techniques
- Staff training and development
Certification
Lean – Six Sigma Green Belt
Accomplishments
Successfully led a team to achieve an 85% patient satisfaction rate, significantly improving the hospital’s reputation.
Timeline
Assistant Manager – Outpatient Department
Lanka Hospitals Corporation PLC
11.2003 - Current
Diploma in Service Management -
Institute of Human Resource Advancement, University of Colombo
A Special Executive Diploma Program (EDP) - Train the Trainer
Postgraduate Institute of Management, University of Sri Jayawardenapura
Advanced Certificate in Business Management -
National Institute of Business Management (NIBM)
Advanced Level - Commerce Stream
St. Paul’s Girls’ School
Ordinary Level -
St. Paul’s Girls’ School
Similar Profiles
Manoja AthukoralaManoja Athukorala
Medical Officer - Paediatric and Neonatology at Lanka Hospitals PLCMedical Officer - Paediatric and Neonatology at Lanka Hospitals PLC
Vaithilingam HariprasathVaithilingam Hariprasath
MEDICAL OFFICER INCHARGE - SURGERY at LANKA HOSPITALS CORPORATIONMEDICAL OFFICER INCHARGE - SURGERY at LANKA HOSPITALS CORPORATION
Senura RanjanSenura Ranjan
Management Trainee at United Motors Lanka PLC (Mitsubishi)Management Trainee at United Motors Lanka PLC (Mitsubishi)