Customer Service Sales
Resume:
SUNETH WEERAKOON
Laveen, Arizona 85339
abkts2@r.postjobfree.com
CUSTOMER SUPPORT EXECUTIVE
** ***** ********** ** ***** of sales, business process outsourcing,
contact center operations, direct marketing, client management, vendor
management, third party logistics, and customer management technology,
supporting North American and Global operations. This experience has been
leveraged in the process of increasing revenues and increasing customer
satisfaction, while positively impacting operational processes, optimizing
client/vendor services engagements and streamlining organizational
procedures; increasing business efficiencies and profitability among
customer segments; assisting in the evolution of executive business
strategies due to constant changing business practices. Strong industry
presence coupled with experience in business operations within North
America, Central America, United Kingdom, and Asia.
SUMMARY OF QUALIFICATIONS:
o Successfully led multiple sales and service teams to exceed revenue,
customer statisfaction and customer attainment metrics. Partners
effectively with Marketing to deliver best ROI on customer
acquisition.
o Experienced in multi-location, off-shore and home agent contact center
management and coordination.
o Experienced in contact center, CRM and customer interaction channel
activities, including P&L responsibilities.
o Implemented, organized and consulted on CRM and customer contact
center operations to national and
International business operations across various client industries.
o Experienced with multi-client operations and managing multiple
timelines.
o Negotiated client engagements, including RFP, RFI and RFQ and contract
process activities.
o Managed multiple clients and campaigns across global resource centers.
o Project Managed and coordinated facility planning, site and systems
design and budget containment.
o Leader in optimizing client/vendor relationships within the contact
center operations.
o Experienced in the design and execution of performance management
systems to maximize operational performance.
o Implemented a enterprise wide SAP CRM solution.
o Successfully implemented insource/outsource projects to align contact
center methodology with corporate strategic vision.
PROFESSIONAL EXPERIENCE:
APL LOGISTCS
Phoenix, AZ
DIRECTOR OF THE AMERICAS AUG
2010 to Present
Responsible for customer service and client communications for clients in
the Americas (North, South and Central America). Responsibilities include
the development and management of 25 Logistics Analyst in local and client
locations. Managed the migration of back office processes to a near shore
call center in Costa Rica. Developed capacity and succession planning.
Implemented a SAP CRM solution to better manage client communication and
drive internal service levels.
o Implemented an enterprise wide SAP CRM solution to improve client
communication and internal responsiveness. Worked with sales to
deploy manage sales leads and client concerns.
o Restructured career ladder and career path to ensure succession
planning resulted in minimal customer impact.
o Developed and implemented a Disaster Recovery Plan to cover both
domestic and international operations.
o Partnered with sales in customer facing presentations to present
Customer Service as a value add.
DHL
Phoenix, AZ
DIRECTOR US CUSTOMER CARE
JUN 2008 to JUN 2009
Recruited to streamline and optimize an 11 site domestic and international
(captive union, non-union, outsourced and home agent) customer service
organization. Responsible for all phases of the service delivery operation,
including workforce management, call center operations, quality assurance,
MIS, back office provisioning, e-response, vendor management, help desk and
fulfillment support.
o Implemented Performance Management practices to reduce non
productive call handling components. Developed Operations Manuals
to define roles of supervisors and call center directors. Process
improvement resulted in a 10% reduction in cost per call metrics.
Increased revenue per call by 18%.
o Restructured the Workforce Management team to optimize forecasting
and staffing models over a 7 days a week, 24 hour operation. This
resulted in a decrease 22% resource requirements and an improvement
in Key Call Handling Metrics across the enterprise
o Drove strategy to service customers with the least cost channel.
This strategy was accomplished by segmenting customer contact load
to appropriate channel for service, educating customers on methods
for self-service and optimizing IVR containment and termination
point. Optimized IVR containment and implemented customer education
practices that drove voices calls to the web.
o Partnered with Global stakeholders to drive US restructure process.
Activities included long term structural planning, budget
forecasting, workforce reduction planning, system and process
alignment.
Wells Fargo Bank
Phoenix, Arizona
VP OF CHANNEL MANAGEMENT (SMALL BUSINESS SEGMENT)
FEB 2005 to MAY 2008
Recruited to company by management team in Feb '05, to optimize internal
customer contact center operations, enhance vendor contact center
performance and improve internal client relations.
o Expanded small business segment balance build (deposits and
credits) goals to over $1 billion annually. Reduced cost per
customer contact by 30% by implementing performance based
management and recruiting strong operational management. Reduced
enterprise risk by implementing exhaustive statistical and
objective audit process of our service vendors. Expanded scope of
control to include Enterprise wide business units including
Collections, Retail, Canadian Banking, Insurance, UK Banking and
Merchant Services.
o Began organizational efforts that delivered operational excellence
in the services provided to our internal clients. Implemented
efforts to direct customers to less costly self service platforms.
Launched proactive servicing campaigns to reduce customer generated
service requests and improve customer satisfaction.
o Lead the effort to adapt best practices from internal Enterprise
operations and external industry models. Developed and managed a
high performance team with no loss of personnel for over 2 years.
Managed a $75 million budget to within 1% of annual goals.
QWEST COMMUNICATIONS
Phoenix, Arizona
SENIOR PROGRAM MANAGER
MAR 2000 to FEB 2005
Manage, direct and implement marketing of the consumer products including
High Speed Internet, Wireless and Long Distance. Responsibility for
multiple domestic and international contact center vendors.
o Implemented service to sales model on customer service calls to
generate over $12 million in incremental revenue. Used this
model to increase unit sales over all customer service centers.
o Tested and implemented sales strategies that doubled High Speed
Internet sales over an annual basis. Worked effectively with
internal customers to optimize marketing campaigns that featured
High Speed Internet.
o Success domestic launch of the Long Distance product line for
Qwest working with a cross division team. Launched customer
service, sales and fulfillment vendors across a 14 state region.
o Launched the first offshore sales and marketing relationship for
support of the Wireless product. Optimized vendor cost
structure to include pay for performance models.
GTE / VERIZON COMMUNICATIONS CORPORATION, INC. Irving, Texas
MANAGER - CHANNEL OPERATIONS OCT 1997 to MAR 2000
Manage, direct and implement the contact center operations for the Long
Distance Division of this Fortune 500 organization. Operating budget of
this division was $50 million annualized.
o Executed the contact center activities for six (6) contact
center vendors and accountable for vendor contract adherence,
vendor selection, capacity forecasting, budget authorization,
campaign implementation and management, campaign analysis,
program training, product training, list procurement and list
management.
o Work cohesively with internal and external customers to design
and develop campaign objectives and to achieve the goals of the
campaign.
o Responsible for maintaining division budgetary authorizations
and designing methods to monitor and report on key performance
indicators.
o Led company initiatives to increase the efficiency of its
contact center vendors and contact center activities through the
use of new technology, call flow management, workforce
management, and campaign scheduling data management. These
initiatives increased vendor productivity by over 50%.
ZACSON CORPORATION, INC. Raleigh, North Carolina
ACCOUNT MANAGER FEB 1995 to OCT 1997
Responsible for $25 million dollar client consisting of eight (8) Inbound
and Outbound regional call centers, over 3500 employees, in addition to
being the primary client contact for accounts within my division.
o Designed procedures for program methodology, on-line scripting,
data capture, sales processing, quality initiatives, product
specifications, data segmentation, data analysis and reporting.
o Develop operational plans, training, systems design and inbound
and outbound staffing models.
o Implemented activities to maximize program revenue and metrics
and reporting to executive officers on efficiencies within
contact center operations and the contact center contribution to
company objectives.
o Provided detailed client feedback on revenue contributions,
effective marketing efforts, data efficiency, data management,
call volumes and activity benchmarks.
EDUCATION:
North Carolina State University 1989-1994
B.S. In Microbiology
REFERENCES: Multiple employment, client and personal references
available upon request
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