Business Development Customer Service

DINUSH DE ALWIS

NO. ***/*, GALLE ROAD, PANADURA SRI LANKA.

MOBILE: +947**-***-***

EMAIL: ******.***********@*****.***

Work Experience:

Head Of Business Development – SaaS Sales November 2020 – Present Celata Tech Pvt. Ltd./Colombo/Sri Lanka

• Improved organizational sales and marketing plans, collaborating closely with top management on forecasting, planning, and long-range goal setting.

• Brought in high-value clients with a proactive approach to industry networking.

• Identified and pursued diverse sales leads, tracked contacts, and maintained pipelines.

• Created business opportunities across multiple segments in diverse markets.

• Directed and coordinated with relevant top management to increase sales with smooth and profitable strategies.

• Elevated team productivity and performance using improved training and motivational strategies.

• Oversaw work of clerical staff maintaining records of correspondence bid requests and official licenses and regulatory documentation.

• Connected with prospects via skilled cold and warm calling building immediate trust and capitalizing on every opportunity to develop relationships. Key Account Manager – SaaS Sales January 2019 – October 2020 GIS Solutions Pvt. Ltd./Colombo/Sri Lanka

• Drove retention through frequent account maintenance and scheduled follow-ups.

• Reviewed and analyzed account metrics and developed corrective strategies to enhance performance.

• Assessed client needs and requirements and liaised with internal departments to facilitate superior account management.

• Maintained accurate account data by forecasting monthly sales projections.

• Delivered polished and professional sales presentations to individual clients and groups.

• Satisfied customers through efficient payment processing and delivery coordination. Business Development Executive January 2018– December 2018 Korean Spa Accessories Pvt. Ltd./Colombo/Sri Lanka

• Developed sales presentation to capture potential accounts.

• Recommended solutions to clients to uncover needs and sell products.

• Sought out new leads and strong partnerships to build the sales pipeline.

• Managed sales operations to accomplish business goals.

• Answered customers’ questions about products, price, and availability.

• Satisfied customers through efficient payment processing and delivery coordination.

• Accomplished multiple tasks in a fast-paced environment. Showroom Manager May 2015 – March 2017

Softlogic Retail Pvt. Ltd./Kandy/Sri Lanka

• Developed a creative showroom environment balancing specialty piece with reliable staples to sustain business revenue.

• Kept inventory within optimal levels ready to meet expected customer demands without exceeding budget targets.

• Delivered exceptional experience to customers and incorporated feedback to improve future interactions.

• Oversaw showroom branding verifying each area as being up to standards or in need of rework.

• Coached and directed staff to maintain adherence to expectations.

• Created solutions and experiences driving business results and brand engagement.

• Tracked and communicated store status via sales metrics, aging reports, and mystery shopper feedback.

• Met customer demands by tracking market changes and adapting strategies to match.

• Kept all paperwork current and compliant with internal standards and legal requirements.

• Controlled labor costs by streaming workflows based on expected demands.

• Managed daily workloads by organizing effective schedules and delegating tasks.

• Brought in well-qualified employees to fill important vacancies, targeting recruitment strategies to reach key candidates.

• Contributes to effective decision-making with detailed reports on daily operations.

• Maximized employee performance with effective training and close mentoring. Junior Dispatch Officer December 2012 – December 2014 Saudi Airline Catering Company/Riyadh/Saudi Arabia

• Received service requests, prioritized responses, and optimized utilization of team resources in dispatching personnel

• Monitored calls, emails, fax, and telex needs and dispatched accordingly, communicating special instructions to service staff.

• Provided oversight and support for accidents, delays, and product shortages.

• Promoted high-quality service through diligent dispatch boardprioritization.

• Logged daily data in dispatch logs and database.

• Scheduled deliveries to support business demand and internal inventory needs.

• Resolved customer issues by addressing questions and providing available services.

• Handled all VIP flight service needs, working with wide latitude and independent judgment.

• Mobilized team quickly for emergency needs, calling in team members and contractors to meet demands.

Process Associate March 2012 – December 2012

Interglobe Technologies (Sri Lanka Airlines Flysmiles Program)/Colombo/Sri Lanka

• Helped team meet service level agreement targets by assisting with reviews and escalations.

• Prioritized, organized, and accomplished assigned process work.

• Validate documents, process paperwork, and review data.

• Tracked and analyzed reports, including budgets, operation activities, and department metrics. Customer Care Manager November 2005 – January 2012 Cellcity Lanka Pvt. Ltd./Colombo/Sri Lanka

• Coordinated departmental efforts of the customer care team with cross-functional support to sales, and accounting.

• Increased team performance by establishing objectives and conducting regular performance reviews.

• Handled escalated calls to resolve customer service product and delivery issues.

• Managed team operations to successfully address inquiries within 24 hours.

• Supervised staff through directed KPIs for each customer care team member.

• Kept team operating cohesively by leading daily meetings.

• Motivated and mentored employees to exceptional performance levels.

• Contributed to effective decision-making with detailed reports on daily operations.

• Eliminated resource waste through effective monitoring and improved controls.

• Oversaw employee training and staff management tasks.

• Directed staff management, task delegation, merchandising, and customer service.

• Managed daily workloads by organizing effective training and close mentoring.

• Kept all paperwork current and compliant with internal standards and legal requirements.

• Controlled labor costs by streaming workflows based on excepted demands.

• Met customer demands by tracking market changes and adapting strategies to match. Customer Service Executive June 2004 – November 2005 E-mobile Centre/Colombo/Sri Lanka

• Minimized escalations with skilled handling of emails, chat queries, and calls.

• Promoted physical and digital offerings to inform, educate and promote rewards programs and benefits.

• Achieved target speed, volume, and accuracy performance benchmark each week.

• Created and processed documentation required for customer service resolutions.

• Maintained customer communication records.

Education:

City & Guilds Colombo/Sri Lanka Dec 2000 to Dec 2004 Advanced Higher Diploma in Telecommunication & Electronics Sri Sumangala College, Panadura/Sri Lanka August 1994 to August 1998 GCE Advanced Level:

· Applied Mathematics - S · Pure Mathematics - S

· Chemistry - S · Physics - S

Certificate:

Sri Lanka Standards Institute Colombo/Sri Lanka 2011 5-S Applications in Productivity and Quality Improvement. Computer Skills:

Proficient in Microsoft PowerPoint, Microsoft Excel, Microsoft Word, Microsoft Outlook, and Internet applications.

References:

Mr. Supun Siriwardane

General Manager – Technical & Presales

GIS Solutions Pvt. Ltd.,

No. 370, Galle Road, Colombo 03.

Mobile: +947*-****-***

Email: *****@*****.***

Mr. Dhammika Thanthilage.

Level 1-Officer

Saudi Airlines Catering Company RUH-Operation Department Riyadh Mobile: +966-***-***-***

Tel: +966-*-***-****

Email: **********@**************.***

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