Tulin Mark Samuel
Wattala
Summary
A visionary and results-driven leader with over a decade of expertise in service quality and operational management across diverse industries. Demonstrated success in leading high-performing teams in telecommunications, hospitality, contact center operations for banking, airlines, online gaming, and hotel reservations, as well as construction engineering, agriculture, and currently electronics and electrical (EEE) sectors. Proven ability to drive innovation, enhance operational efficiency, and achieve strategic goals.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Manager - CS Operations
Samsung India Electronics Ltd
03.2022 - Current
- Managed Samsung Sri Lanka & Maldives after-sales service network for Mobile & Consumer Electronics.
- Developed and implemented customer service strategies, reporting to senior management.
- Monitored KPIs, ensuring prompt and effective support delivery.
- Collaborated with Sales, Marketing, and Product Innovation for efficient regional solutions.
- Led process improvements to boost service quality, productivity, and profitability.
- Utilized data insights for operational enhancements and resource optimization.
- Expanded service network considering geography, repair volume, and customer convenience.
- Managed P&L, warranty income, and initiatives to prevent financial constraints.
Operations Manager
Vass Construction & Engineering Solutions (Pvt) Ltd
03.2021 - 03.2022
- Managed all three business verticals of the organization: Construction & Engineering, Agriculture, and Real Estate Management.
- Oversaw and directed all projects from conception to completion.
- Reviewed projects in depth to schedule deliverables and estimate costs.
- Oversaw all onsite and offsite construction, agriculture, and real estate projects to ensure compliance with safety regulations.
- Directed coordination with all vendors and subcontractors to ensure availability of relevant plans, materials, and resources.
- Prepared internal and external reports on job status and costs, while analyzing, managing, and mitigating risks.
- Managed financial discipline across all business operations.
- Initiated the ISO 9001 Quality Management System (QMS) standard in the organization.
- Managed agriculture operations, including tea, arecanut, and nutmeg.
- Acted as a liaison between agriculture operations, the business office, and management.
- Reviewed work progress daily, improving efficiency across operations, increasing profitability, and decreasing costs.
Assistant Manager - Total Quality Management & Cus
Scicom Lanka Private Limited
10.2019 - 02.2021
- Oversaw Total Quality Management, Customer Experience, and Client Relationships for five key accounts: SriLankan Airlines, Seylan Bank, Bank of Ceylon, Cinnamon Resorts, and Dafabet Gaming (Contact Centre).
- Defined quality assurance strategies by analyzing root causes, identifying defects, and implementing innovative solutions across projects.
- Ensured the achievement of quality metrics and KPIs.
- Converted data into new formats to enhance its suitability for analysis.
- Created experimental frameworks for effective data collection and identification.
- Utilized graphs, infographics, and other visualization methods to present data effectively.
- Provided ongoing coaching, feedback, and development to a team of Quality Assurance specialists to ensure performance metrics were met.
- Fostered quality excellence and enhanced performance across the Contact Center.
- Facilitated goal setting and conducted performance reviews for team members.
- Maintained consistent communication with team members, peers, and senior management.
- Developed individual agent performance scorecards and aggregated department scores.
- Successfully managed quality initiatives and served as a committee member for the establishment of Scicom Lanka Academy, certified by Pearson UK.
Specialist - Quality Assurance & Customer Experien
Scicom Lanka Private Limited
08.2017 - 09.2019
Visa Risk Investigator
Scicom Lanka Private Limited
04.2016 - 07.2017
Customer Service Executive
Scicom Lanka Private Limited
02.2015 - 03.2016
Service Supervisor
Hotel Renaissance Sdn Bhd
02.2014 - 10.2014
- Delivering the service standards as per the agreed SOP considering hotel standards of Marriott by overseeing and assessing service staff activities, and providing them with regular performance & service-related feedback by standardizing and monitoring daily activities
- Assisting customer service staff with duties where required
- Training staff in areas of service and company policies
- Managing cashier coverage when required by ensuring cash flow along with settlements
- Investigating and solving customer service complaints
- Maintaining documentation pertaining to food and beverage department activities with consolidated authority
Mini Bar Attendant/Captain
Eastin Hotel Kualalumpur
03.2013 - 12.2013
- Stock and replace missing items, inspect, move and clean the mini-bars according to the departmental procedures and policies
- Maintain, track and complete daily worksheet of minibar stock
Customer Service Representative
Dialog Axiata PLC
10.2010 - 03.2011
- Handled customer queries and complaints efficiently, ensuring high levels of customer satisfaction.
- Assisting customers with relevant and adequate information
Education
MBA - Sustainable Organization, Entrepreneurial Leadership, Strategic Marketing in Practice, Finance Management, Global Strategy, Current Issues in Business And Society & MBA Project
Business Management School - Teesside University
Colombo, Sri Lanka11.2024
Diploma in Productivity Improvement - Productivity & Quality Control, Organizational Effectiveness & Higher Performance, Value of SMART Working Culture, 5S Mechanism And Lean Management Practices For Waste Management
The Corporate Campus
Colombo, Sri Lanka02.2023
Graduate Diploma in Management - Management Fundamentals, Marketing Management, Business Research Methods, Finance Management & Human Resource Management
Business Management School
Colombo, Sri Lanka11.2019
Certificate in Business Management - Introduction to Management, Concepts of Marketing, Elements of Accounting & Essentials of Human Resource
Business Management School
Colombo, Sri Lanka07.2018
Completed the primary, secondary & ordinary level of studies -
S. Thomas Preparatory School
Colombo12.2008
Skills
- Action Planning
- People Management
- Data Interpretation and Analysis
- Adaptability
- Positivist
- Critical/Logical Thinking
- Solid Leadership Skills
- Accountability
- Team Work
- Persuasive Speaking
- Workforce Management
- Customer Relationship Management
- Planning & Organization
- Multiple Account Management
- Market Analysis & Technical review
- Recruitment & Onboarding
Accomplishments
- Improved Customer Satisfaction
Increased customer satisfaction score by 20% in 2023 while reducing service costs by 15%.
- Network Expansion Success
Expanded service network to cover 85% of the Maldives, enhancing customer accessibility and convenience.
- Operational Cost Reduction
Reduced operational costs by 30% through implementation of lean principles in 2022.
- ISO 9001 Certification
Achieved ISO 9001 QMS certification for organization, improving quality management processes.
Certification
- Lean Six Sigma White Belt, The Corporate Campus, TCC/LSSYB/B3/23/02/9080, 02/01/23
- Lean Six Sigma Yellow Belt, The Corporate Campus, TCC/LSSYB/B3/23/02/908, 02/01/23
References
References available upon request.
Timeline
Manager - CS Operations
Samsung India Electronics Ltd
03.2022 - Current
Operations Manager
Vass Construction & Engineering Solutions (Pvt) Ltd
03.2021 - 03.2022
Assistant Manager - Total Quality Management & Cus
Scicom Lanka Private Limited
10.2019 - 02.2021
Specialist - Quality Assurance & Customer Experien
Scicom Lanka Private Limited
08.2017 - 09.2019
Visa Risk Investigator
Scicom Lanka Private Limited
04.2016 - 07.2017
Customer Service Executive
Scicom Lanka Private Limited
02.2015 - 03.2016
Service Supervisor
Hotel Renaissance Sdn Bhd
02.2014 - 10.2014
Mini Bar Attendant/Captain
Eastin Hotel Kualalumpur
03.2013 - 12.2013
Customer Service Representative
Dialog Axiata PLC
10.2010 - 03.2011
MBA - Sustainable Organization, Entrepreneurial Leadership, Strategic Marketing in Practice, Finance Management, Global Strategy, Current Issues in Business And Society & MBA Project
Business Management School - Teesside University
Diploma in Productivity Improvement - Productivity & Quality Control, Organizational Effectiveness & Higher Performance, Value of SMART Working Culture, 5S Mechanism And Lean Management Practices For Waste Management
The Corporate Campus
Graduate Diploma in Management - Management Fundamentals, Marketing Management, Business Research Methods, Finance Management & Human Resource Management
Business Management School
Certificate in Business Management - Introduction to Management, Concepts of Marketing, Elements of Accounting & Essentials of Human Resource
Business Management School
Completed the primary, secondary & ordinary level of studies -
S. Thomas Preparatory School
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