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Joe Peeris

# **/***, *** ****, ** Katherines Park, Hoarahena Road Hokandara, Sri Lanka Sri Lanka. Tel: M+94-703-***-***, E-mail: ad1gzx@r.postjobfree.com Dear Sir/Madam,

I Joe Peeris possesses 22 years of senior management experience in business process outsourcing. Strengths hovers on developing and deliver Strat-up strategies and the transformation of cost centers to profit centers. I was awarded the best Call center Manager in Hello Corp Sri Lanka and Philippines in 2004, also awarded the best call center Manager at Aegis Global (Essar Group Pan India and Malasia) from 2009-2016. I was able to grow the business from having 80 seats to 3200 by 2017.

As an experienced professional in Operations and Training excellence, I am excited to express my interest in the said role. With over 25 years of Total experience in my career. Since I have worked for all Telecom operators across Sri Lanka and 4 operators in UK /USA for 25 years, I have an advantage of mapping the competitors and to provide an analysis to ensure what can be achieved whilst to work on the improvement opportunities.

I Take great pride on proven track record in customer service excellence. My success has been the combination of cutting-edge technology and innovative solutions intertwined with people that I have trained personally. The services I render consist of KRA’s and KPI’s designed to give customers the best C-SAT experience possible - An experience that reflects a brand and the progressive business culture of any company.

Currently, I am heading the entire Call center for FBC Asia in Sri Lanka, where I manage operational and developmental training for the origination and work closely with partners. Prior to FBC, I was the head of Operations at Aegis and Just in Time Holdings Pvt Ltd, where I planned and implemented the Call Center for the BPO Faculty and streamlined existing systems. I also worked as the manager in charge of Training/Market Development at Hello-Corp, where I identified training needs and competency gaps and advocated transitional and breakthrough thinking. In addition to my work experience, I hold advanced diplomas in Business & Data modeling from the University of Cambridge UK and in Notational Computing Center UK (NCC). I have also completed COPC standards and SIX SIGMA, which have allowed me to comprehend a thorough knowledge of the subjects and look at matters critically. I am enthusiastic about customer service and business development, and I have worked for some of the world's eminent organizations such as Hello Corp Sri Lanka & Philippines, Essar Group India, and Just in Time Holdings. I enjoy working in a multi-cultural setting and have always believed in diversity. I feel that my passion and determination, mixed with diverse opportunities, have enabled me to connect across communities in a deeper and broader sense. I believe that my expertise and passion for making a difference align with the values and goals of any organization and I would be honored to contribute to your team's success. Thank you for considering my application. I look forward to discussing my qualifications further at an interview. Thanks and Best Regards

Joe Peeris

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Resume

M.J.M Peeris

(Vice President – FBC Asia)

Mobile : +94-703-***-***

Office (Dir) : 011*-***-***/175

E-mail : ad1gzx@r.postjobfree.com ad1gzx@r.postjobfree.com

DOB : 01. 09. 1979

Gender : Male

Marital Status : Married

Mailing Address : 73/12a, 1st Lane St Katherines

Park, Horahena Road, Hokandara

Professional Objective

“To be exposed to a career that consistently challenges me in the field of Customer service. To remain ambitious and tenacious in serving reputed organizations in challenging roles, and to train and develop me and my colleagues to face new corporate challenges and provide world-class solutions, which would enable me to enhance my potential to the fullest “ Core Competencies:

· Operations Management- Call center · Training on Six sigma · Service Excellence

· Training on COPC (HPMT) · Training on Essential Quality Tools · Variation Management

· Process Redesign & Change Management · Soft Skills and Telephone etiquette . Motivational & Team Building

· Cause and Effect/ Fishbone analysis · Train the Trainer Facilitators guide . Leadership Training Professional Experience: (In reverse chronological order) Oct 2017 – To date

2017 – Associate Vice President Contact Center & Customer Experience – FBC Asia- VP Operations of multiple business units. (Mobitel, SLT, Hutch, SLIC. Planning and implementing call center strategies and operations; improving systems and processes; managing around 500+ staff & responsible for the efficient administration of Call Center. Achievements/Tasks

Deliver results against a defined scope of work that includes measurable ROI, strategic innovation, performance reporting, and human capital development.

Proven experience managing metrics, ensuring customer satisfaction, and reporting statistical performance levels related to Call Center

Develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels, and supervision. Coordinate analytic, strategic, and technical resources to meet client expectations and ensure satisfaction. Provide recommendations for various departments on how to eliminate shortcomings and create a customer-centric attitude Provide strong, dynamic leadership that mentors develop, and guides all team members. Nov 2009 – To Sep 2017

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2009 – Head of Operations & T&D - Benchmarking – AEGIS Lanka Pvt Ltd Responsible for Operations in Sri Lanka and reported to the regional Heads based in India. My core area of focus was overseeing All Projects and SLA’s Including the C-SAT of the reputed Brands. In addition, I am responsible for Overall Center Performance-normalizations

(PMS: - Performance Management System) and my key duties are as follows During my tenure as the Manager Training & OPS, I was able to bring Airtel as the Number one call center in Sri Lanka (Survey Conducted by LMRB) on 6 Occasions whilst having to be the Best Trainer in the BPO Sector in Sri Lanka and PAN India for 4 consecutive years. (PFA) 2006 – Head of Operations and Marketing (GM) Just in Time Holdings Pvt Ltd. As the head of Operations and Marketing, my role was to administer the entire Center Performance, which included telesales and inbound campaigns offshore. During my tenure as the GM we managed to be the highest revenue generators from UK.

(BPO Sector)

I was also involved in enhancing the productivity of the local market for SI’s ERP and PABX’ whilst having to boost the profit margin up to 43%

Some of my Key Duties were,

2003 – Manager Operations & Market Development – HelloCorp Pvt. Ltd. I was responsible for setting up and streamline corporate training and build corporate transition through training and develop staff using second generation training methods. One of my core accomplishments was creating an Internal Faculty which focused on eliminating functional gaps in key departments. The Internal Faculty's key focus was to harness Tele-Sales and Persuasive talent. I operated with a budget exceeding LKR 1 million. I was also responsible for developing and delivering training and simultaneously driving the BPO along with T&D. I also overlooked corporate communication and brand building. I was asked to build a dynamic corporate environment and promote breakthrough thinking to acquire new business. During my tenure as a Manager of Operations, my role was to obtain a team of 180 and enhance production. As a result, we were able to become the Top sales team in the whole of Asia. Please find attached the Brochure (UK Paper article) for further Information. Joe Peeris Page 4 of 5

Resume

ACADEMIC / EDUCATIONAL/PROFESSIONAL QUALIFICATIONS 2003 – Advance Diploma - Business/Computing and Data Modeling – University of Cambridge– UK 2003 – Advance Diploma - National Computing Center in IT Solutions – (NCC) 2009 – END USER training Certification – Bharti AIRTEL 2010 – COPC - HPMT (High-Performance Management Techniques) – India 2010 – ACE (Achieving Continuous Excellence) – Essar Group INDIA 2011 – Certified Trainer – Gaining changing skills –Shiksha - Essar Group -INDIA 2011 – SIX SIGMA Certified-Black Belt- Essar Group INDIA SCHOOLS ATTENDED

Trinity College Kandy: - GCE AL

GCE Advanced Level Examination

Trinity College (Kandy)

Commerce Stream - (1-S)

G.C.E. Ordinary Level Examination

Trinity College (Kandy)

4D’s, 2C’s & 1S

Did Not Sit For One Module

LANGUAGE PROFICIENCY

English, Sinhala

ACHIEVEMENTS & AWARDS

2011-13 - Awarded the Best Trainer in the BPO Sector Sri Lanka (PAN India Airtel) 2009-13 - Awarded the Best Call Center manager in Sri Lanka on 6 Occasions (AEGIS LANKA:-AIRTEL PARTNERS) 2011 - Batch Topped in COPC

2006 - Awarded the Best Call Center Manager (Just in Time Holdings) 2006 - Awarded the Best Entrepreneur in JIT (Just in Time Holdings) 2006 - Special Award for making the company the highest revenue generator from the UK (JIT Holdings/3 network Hutchison telecom) 2003 - Awarded the best Call Center in Asia which appeared in UK News Paper (Hello Corp) PFA Supporting Data SPORTS & AWARDS

Captain of the Trinity College Rugby Football Team (U: 15) 1994

Champion – 100 meters (Trinity College Meet – U 15) 1994

Champion – 100 meters (Trinity College Meet – U 15) 1995

Champion – 200 meters (Trinity College Meet -U17) 1995

1st place – Triple Jump (Trinity College Meet U-18) 1996

1st Place – Shot Put (Trinity College Meet U-18) 1996

Represented the 1st 15 Rugby Football Team (Trinity College U-19) 1997-8 Joe Peeris Page 5 of 5

Resume

REFERENCE

Dinesh Rodrigo

Chief Executive Officer,

HITACHI DIGITAL,

Level 2, 240 High Level

raod Colombo- 06

Tel: - 115 415415

Mr. J. Warnakulasuriya

Chairman/Managing Director,

Just In Time Group

345, R. A. De Mel Mawatha,

Colombo 3

Tel: +94 11 574 083

Mr. Omar Fatha Rally

CEO/ Managing Director,

HELLO CORP (PVT) LTD,

EXPO LANKA HOLDINGS

4th level Access Towers

Colombo 02

Tel: - 011*-***-***

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