Customer Care Service

highlights and milestones

MARKET INITIATIVES & CORPORATE PARTNERSHIPS

Focused on managing partner and customer relationships of a special project - multinational standard liaising with HQ in New York. 1996 - 2000

Initiated and led a team of young, energetic individuals in selling real estate to HNWIs in untapped post-conflict areas. This included managing after sales and customer care related to customer problem solving.

First to explore new overseas markets in the Middle East, namely, in Abu Dhabi & Dubai, in promoting real estate to the migrant community by setting up Trade Exhibitions, finalizing content for marketing, Conferences & Group Sales, which involved managing customer care Local and Overseas initiatives contributed to 10% of overall revenue. 2001 - 2004

Developed end-to-end customized products and managed customer care for the Middle Eastern regions, namely, Bahrain, Dubai, Oman, Qatar, Philippines & Singapore migrant community which contributed to 5% of Revenue. 2008 - 2010

Signed up with leading Banks & FinTech’s in providing EPPs, Payment Solutions and Customer care which channels 5% of Cashflow

2012 - 2015

Established Bancassurance Division by signing up with top 10 Banks contributing to 2% of Revenue. Including Call Centre management and managing customer care related to Bancassurance 2014 – 2020

Explored Multinational Network Partners for Captive & Fronting Insurance Programs managing customer care.

Single handedly initiated and negotiated and subsequently signed with:

oAIG (American Insurance General) as Fronting Partner for Sri Lanka 2019

oBHSI (Berkshire Hathaway) as Fronting Partner for Sri Lanka 2020

oAIG as Fronting Partner for Maldives 2021

oBHSI as Fronting Partner for Maldives 2021

oFinalizing Fronting Partner agreement with SOMPO International 2022

Above Network Partnerships contribute towards 5 – 7% of Group Revenue.

Led Strategic Development in JV with Multinational Aggregator Fusionex in developing a fully automated first to the market Customer Acquisition & Customer Management platform using Bigdata & AI. 2021 - 2022

COMMERCIAL, LEGAL & TECHNICAL EXPERIENCE

Terms and successful Contract negotiation and contract content drafting and finalizing with Banks & Banca Partners.

Negotiation and finalization of Commercials with potential Channel & Multinational Network partners in terms of Partnership/Royalty fees, Pricing & Profit-Sharing mechanisms.

Compiling, Structuring and drafting Service Level Agreements & KPIs in compliance with agreed terms.

Drafting, reviewing and executing end-to-end Legal Agreements in liaison with the Legal Division.

Evaluation of Product & Price Mix best suitable to the given market.

Detailed analysis of local regulatory framework in the given industry in terms of Taxation, Revenue Collection, Labor, Licensing & Trade.

Talent acquisition, Employee Contract negotiation, Pay grade, Promotion analysis & staff retention/layoff protocol.

Copy right, Trademark & Patent filing & securitization.

ACADEMICS & INTELLECTUAL PROPERTY RIGHTS

Thesis on “Value Innovation: Fundamental to Optimizing Service Experience and Enhancing Brand Equity in the Insurance Industry”

Specialized in International Marketing “Standardization or Localization”

Secured Copy Right & ISBN for Sachet Insurance Product “One & Only”

Obtained Trademarks for multiple products in Bahrain, Dubai, India, Oman, Qatar, Philippines and Thailand coordinating with local and multinational legal offices.

Patent for FinTech Insurance product, Patent No: 19099 G06Q 40/08: “A System of Providing Insurance Coverage and Loyalty Points on An Incremental Basis for Payment Card Transactions and Claims Settlement Process Thereof”

ENTREPRENEURIAL EXPERIENCE

Established ABE Holdings Private Limited specialized in providing Logistics solutions in terms of Freight Forwarding, Goods Clearance and Dockyard Services 2010 - 2014

Negotiated Service Contract with Shipping Agents in providing Chandelling Services, Wastewater & Sludge Oil Management 2012 - 2019

Provided Procurement solutions for larger corporates by directly negotiating with Suppliers in Singapore, Indonesia & China 2012 - 2021

Established ABE Leisure Pvt Limited with 03 Restaurants, 02 Chalets & 01 Seaside Boutique Hotel 2014 –

Led a team consisting of 02 Partners, 50 staff members and multiple sub-contractors

Competent & Experienced in Terms Evaluation, Contract Negotiation, Trade License Application, Taxation and Audit Submission, Compliance & Regulatory adherence, Staff Recruitment, Sales, P&L Analysis & Cashflow Management.

QUALIFICATIONS PROFILE

Highly competent, multifaceted, and performance-focused professional with broad-based and international experience in Business and Channel Development; Market Analysis; and Data Analytics.

Successful in signing up and onboarding multinational partners and platforms; achieving targeted goals; and providing major contributions toward business improvement in domestic and international markets.

Finalizing marketing materials that include both online and offline channels – content drafting, checking and evaluation

Equipped with capability to recommend innovative solutions and alternatives to resolve complex problems.

Capable of working with multinational teams in North America, Europe and Asia, combined with the ability to establish and sustain positive working relationships with diverse individuals and professionals of all levels.

Active in participating in various regional conferences, seminars, workshops, and business meetings in the Middle East and Asia.

Entrepreneurial hands-on experience with proven track record of successful multiple projects.

Successful in Terms, Contract and Legal agreement negotiations.

Skilled in Pricing, Profitability, Revenue & Cashflow Management.

Fluent in English and Sinhala, with rudimentary skills in French.

CORE COMPETENCIES

Strategic Planning & Implementation Customer Care Marketing & Product Management Revenue Generation Process Improvements Organizational Leadership Regulatory Compliance Territory Management Problem Resolution and Decision Making New Product Development & Launch End to End Channel Development

PROFESSIONAL EXPERIENCE

Multinational fronting network Minnesota, USA

Senior Consultant 2023 – Present

Multinational Network Partnerships

AIG, BHSI & SOMPO Network Partner Management

Overseeing Multinational Network Partnerships & client portfolio management.

Ceylinco General Insurance Limited Colombo, Sri Lanka

Assistant General Manager–Marketing – Directly Reporting to CEO & Managing Director 2019–2023

Head – MN Fronting Program, Bancassurance, Broker Services & Channel Management

AIG, BHSI & SOMPO Network Partner Management (Sri Lanka and Maldives)

Handle all matters related to insurance fronting programs of AIG, BHSI & SOMPO clients in Sri Lanka and Maldives

Manage diverse portfolio of more than 100 multinational companies

Guide the team in managing requests from platform, obtaining terms, underwriting, client servicing, and recoveries

Provide expert feedback and accurate data on potential projects for the AIG, BHSI & SOMPO portfolio

Contributed to a 3% increase on gross corporate revenue

Serves as the representative at the Asia Pacific regional meetings with Multinational Partners AIG, BHSI & SOMPO

Earned a special recognition for on boarding and signing with multinational network partners in 2019 and 2020

Bancassurance

Function as key liaison with bank partners, responsible for the delivery of business plan and key performance indicators (KPIs)

Lead product development while ensuring its seamless launch with bank partners

Manage key stakeholders, particularly bank partners, to ensure their engagement in accordance with company strategy and marketing plans

Supervise and assist a team of executives to guarantee the smooth execution of daily operations

Channel Development & CUSTOMER CARE

Identified and on boarded new channel partners, as well as assessed market trends to build strategies and products that are compatible with channel partner business lines and consumer preferences and managing customer care

Drive revenue generation by overseeing the sales activities of partners

Work with partners in generating and carrying out business and marketing plans to accomplish sales and marketing goals

Manage the entire sales pipeline of channels, anticipate monthly sales, and seek for new business prospects

Enhanced partner management activities through development of process improvements

Partnered and on boarded with a Multi-National Big Data Fin Tech to provide an automated customer experience

Broker Services

Direct the Broker Services Team to ensure on-time and accurate generation of quotations; processing of weekly and monthly financial statements and payments, recoveries, and claims; as well as resolution of daily operational issues

Serves as the coordination unit with broker network and company sales units

Establish and sustain business rapport to meet corporate sales budgets

Ceylinco Insurance PLC Colombo, Sri Lanka

Marketing Manager 2014–2019

Supervised all aspects of the brand in the areas of research, segmentation, brand positioning, design, product and service offers development, as well as promotional and advertising planning

Content line up for customer communications – consideration of channel mix for marketing that give preference to customer channel focus. Implementing digital marketing and focusing on communications that appeal to customers through digital channels

Call Centre management and Customer Care in problem solving and resolution providing

Worked in collaboration with the Technical, IT, and Finance departments and Regional Managers in new product development in adherence to corporate goals and revenue targets

Led the ATL and BTL brand plan implementation while coordinating public relations, events, and sponsorships for brand revitalization according to the product life cycle

Acquired special commendation for developing and acquiring Patent for the innovative customer application for premium settlements in 2014

Assistant Marketing Manager 2013–2014

Directed the planning, coordination, and implementation of marketing efforts in partnership with international agencies to provide products suited for the international market

Call Centre management and Customer Care in problem solving and resolution providing

Took charge of content writing for collateral, developing, designing, and modifying the content of the company’s website

Improved and safeguarded international and local brands through intellectual property rights provisions

Senior Product Manager 2009–2013

Entrusted with rebranding the advertising, product and marketing material to reflect the current brand image of the company

Assisted in developing and drafting content for the website: www.ceylinco-insurance.com

Call Centre management and Customer Care in problem solving and resolution providing

Carried out routine research activities to ascertain the satisfaction levels of customers and communicated outcome to respective business units to improve service levels

Engaged in planning, organizing and executing corporate functions, product launches, media briefs & sales conferences

Boosted corporate awareness and brand equity through development and implementation of value additions

Product Manager 2005–2009

Assisted the Head of Marketing in the areas of Advertising, Customer Communications, Promotions and Research

Coordinated between Advertising agencies and internal Business Units in order to carry out successful promotions and customer communications

Call Centre management and Customer Care in problem solving and resolution providing

Guest Speaker in induction program for new recruits covering the areas of Product Portfolio of the company and the importance of Customer Satisfaction

Launched the company profile catering to the local and international operations of the company

Special recognition for Exceptional Work Performance

Manager, Corporate Sales 2004–2005

Achieved set quarterly/annual budget and sales targets

Provided one-stop insurance solutions for corporate clients catering to their unique needs

Designed custom-made packages to suit clientele requirements

Liaised with Customer Service Department to resolve customer issues within the shortest possible time

EARLIER CAREER

Nivasie, ICC Colombo, Sri lanka

Sales Manager 2001–2004

Watchtower Society Colombo, Sri lanka

Projects and Team Coordinator 1996–2000

EDUCATION

Primary Education – Euless, Texas, USA

Junior Education – Colombo, Sri Lanka

Master of Business Administration (Specialization International Marketing)

University of Leicester, Leicester, United Kingdom

Post Graduate Diploma in Marketing (DipM) (Equivalent to Master’s Degree)

Chartered Institute of Marketing, Berkshire, United Kingdom

Advanced Diploma in Management Accounting (Adv Dip MA)(Equivalent to Bachelor’s Degree)

Chartered Institute of Management Accountants, London, United Kingdom

PROFESSIONAL DEVELOPMENT

Certificate:

Data Science Professional Certificate, IBM (Ongoing)

French Language Certificate, Alliance Française, Colombo, Sri Lanka

Diploma in Financial Management, Association of Chartered Accountants (ACCA Global), Sri Lanka

Training Course:

Senior Management Training Customer Service and Platform Management

Micro Insurance Workshops Chartered Marketer Courses

Data Science (Applications for Marketing and Business Development Platforms)

PROFESSIONAL AFFILIATIONS

Alumni Member, University of Leicester, United Kingdom

Graduate Member, Chartered Institute of Marketing (CIM), United Kingdom

Member, Chartered Institute of Management (CIMA), United Kingdom

Life Member, Sri Lanka Institute of Marketing (SLIM), Sri Lanka

ACTIVITIES

Member, Local Traders Association

Secretary, Employees Union and Sports Club of Ceylinco Insurance PLC

Secretary, Ceylinco Group Library Management Committee

Committee Member, Secretary General of the College Old Boys Union

President and Secretary, College English Literary Association

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