Chamila Jayashantha
San Antonio,TX
Summary
Experienced Client Service Supervisor with over 15 years of expertise spanning Telecommunications, IT, Manufacturing, Fulfillment, and Infrastructure Development industries, I excel in Providing first-class customer service, addressing inquiries, and resolving issues with a client-first approach. Collaborating closely with departments to ensure seamless service and efficient issue resolution. Monitoring customer feedback and actively participating in service improvement initiatives. Contributing to customer service strategy and driving process enhancements. Thriving in high-pressure environments, fueled by a passion for achieving exceptional project outcomes and delivering excellent customer service. I am also adept at implementing revenue-maximizing strategies, reducing delinquency, and identifying upsell opportunities. Additionally, I am proficient in project management tools, Microsoft Office Suite, and CRM platforms including Teams and Atlassian. My expertise extends to process management, and I skillfully utilize Google Suite to optimize operations. An Insightful individual who enjoys being part of a committed team, thrives in high-pressure challenging environments with a passion for delivering outstanding customer experiences. Experienced Key Account Manager bringing 8 years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.
Overview
19
19
years of professional experience
Work History
Client Service Supervisor
OneVeloce Consulting Inc.
01.2023 - Current
- Demonstrated expertise in orchestrating IT projects with stringent quality standards and consistent on-time delivery, enhancing client satisfaction by 12% and delivery accuracy by 15% using Microsoft Project
- Proficiently used ServiceNow ticketing system and JIRA project management software to schedule, release, and coordinate job tasks and work orders, ensuring alignment with project timelines and priorities
- Led data collection efforts using Microsoft Excel and Google Sheets, ensuring data integrity for a 20% increase in project efficiency
- Strategically resolved complex client project challenges, sustaining momentum with efficient multitasking and resource optimization, resulting in a 17% increase in project success rates
- Leveraged Confluence, Microsoft Excel, and Google Suite for effective documentation, knowledge sharing, and project coordination, continuously improving project success and efficiency through collaborative efforts.
- Created clear expectations for the team, resulting in consistent high-quality service delivery to clients.
- Implemented training programs for new hires, elevating team performance and client service standards.
- Maintained accurate records of client interactions through diligent documentation practices that allowed seamless information transfer among colleagues when needed.
- Conducted regular team meetings to discuss goals, progress updates, challenges faced, creating an environment where all voices were heard.
- Conducted regular performance evaluations to identify areas of improvement and provide constructive feedback.
- Developed strategies to streamline internal processes, leading to increased productivity within the team.
- Supervised day-to-day operations, ensuring a high level of quality service delivery to clients.
- Enhanced client satisfaction by addressing concerns and resolving issues in a timely manner.
Quality Assurance Analyst
Supera Fulfillment LLC
Houston, TX
01.2022 - 01.2023
- Led initiatives using Teams, Outlook, Jira, and Confluence to foster collaboration across departments, achieving a 95% success rate in meeting project objectives
- Performed accurate data entry, querying, and report generation in Microsoft Access and Excel, ensuring data integrity for production metrics, inventory levels, and quality control
- Provided expert advice to executive leadership on technology, marketing, and design, contributing to significant organizational expansion
- Streamlined customer service processes with OneNote, Teams, Outlook, and SharePoint, reducing service request delays by 15%
- Conducted ISO-aligned audits using Teams, Outlook, and SharePoint, producing detailed reports for continuous improvement
- Utilized Teams, Outlook, Excel, PowerPoint, Word, Jira, Confluence, and Adobe Acrobat to boost product quality and efficiency, resulting in a 92% increase in customer satisfaction.
- Conducted root cause analysis for recurring issues, developing long-term solutions to prevent recurrence.
- Provided training to new hires on quality control procedures, fostering a culture of excellence within the team.
- Inspected raw materials and finished products to verify quality and disposed items that did not meet safety requirements.
- Maintained a safe working environment, adhering to safety regulations and proper handling of hazardous materials.
- Inspected incoming products for adherence to labeling laws and company quality standards.
- Developed comprehensive documentation, maintaining accurate records of quality control results and actions taken.
- Supported continuous improvement initiatives by analyzing data trends and recommending process enhancements.
- Participated in regular meetings with senior management to discuss ongoing projects, challenges faced, and proposed improvements.
- Sustained high levels of customer satisfaction through timely resolution of non-conformance issues.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
- Mentored and coached team members on QA topics and strategies.
Project Supervisor
RDT Construction Inc.
Houston, TX
07.2020 - 01.2022
- Managed construction projects and coordinated activities, subcontractors, and materials, demonstrating advanced project coordination skills ensuring compliance with timelines, budgets, and quality standards, achieving a 95% project completion rate with a 15% efficiency increase
- Addressed concerns, resolved issues, and fostered collaborative relationships with diverse stakeholders, including clients, regulatory authorities, subcontractors, and internal teams for successful project delivery
- Conducted on-site inspections for quality and safety compliance, collaborating with city inspectors
- Improved project quality by 98% using Microsoft Power BI for data analysis and visualization.
- Delivered completed projects on time by prioritizing multiple tasks.
- Supervised work of [Number] team members, offering constructive feedback regarding work performance.
- Trained employees in safety procedures and protocols as directed by company regulations.
- Defined manpower, equipment and resource needs for field projects, keeping open lines of communication with specialists and contractors to meet project milestones on time and on budget.
- Maintained up-to-date knowledge of industry trends and technology advancements for optimal field project supervision strategies implementation.
- Achieved on-time completion of all projects by effectively delegating tasks and monitoring progress.
- Increased client satisfaction ratings by maintaining open lines of communication throughout each project phase.
Manager Key Accounts
Dialog Axiata Plc.
Colombo, Sri Lanka
09.2012 - 03.2020
- Managed high-net-worth large key accounts and projects, cultivating influential stakeholder relationships and exceeding sales targets, increasing customer retention by 95%
- Demonstrated exceptional communication skills to promptly resolve customer queries, achieving a 20% increase in satisfaction scores
- Managed and updated customer information in SAP for accurate recording and management of customer transactions
- Monitored market trends and competitor activities, delivering insights for strategic business expansion, enhancing business growth by 98%.
- Built and maintained strong client relationships to drive business growth.
- Strengthened client relationships through regular communication and effective problemsolving.
- Created sales forecasts to target daily, monthly and yearly objectives.
- Delivered exceptional customer service by resolving client concerns quickly and efficiently.
- Analyzed sales and customer data to identify trends and opportunities for increased profitability.
- Conducted regular account reviews with clients to assess performance, identify areas for improvement, and strategize future growth opportunities.
- Coordinated with internal teams to ensure timely delivery of products and services, meeting client expectations.
- Developed and delivered presentations to key customers to position products and services.
- Negotiated contract renewals with existing clients, securing long-term commitment and fostering ongoing collaboration.
- Established strong rapport with clients by consistently exceeding their expectations in quality and service delivery.
- Developed thorough understanding of key clients' needs and requirements to prepare customized solutions.
- Maintained a high level of industry knowledge by attending relevant conferences, seminars, and workshops, contributing to the development of innovative solutions for clients.
- Secured high-value accounts through consultative selling, effective customer solutions, and promoting compelling business opportunities.
Assistant Manager Sales & Marketing
Sri Lanka Telecom Plc.
Colombo, Sri Lanka
05.2005 - 08.2012
- Executed revenue-boosting strategies, contributing to 20% organizational expansion and driving company growth by 95% in alignment with annual sales targets
- Orchestrated campaigns resulting in a 60% surge in new customer acquisition, showcasing digital marketing expertise and boosting customer retention by 97% to support growth objectives
- Cultivated client relationships through adept negotiations and strategic key account management, improving customer loyalty by 98% and supporting achievement of annual sales targets.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Exceeded quarterly sales targets consistently by utilizing proven closing techniques during negotiations with potential clients.
- Strengthened client relationships with regular follow-ups, ensuring timely renewals and upselling opportunities.
- Established long-term partnerships with key industry influencers that further strengthened the company''s position within the market.
- Conducted market research to identify trends and competitor strategies, informing adjustments to company offerings accordingly.
- Optimized marketing materials with engaging visuals and persuasive copy, resulting in higher conversion rates.
- Aligned sales goals with overarching business objectives by collaborating closely with senior leadership on strategy development.
- Achieved customer satisfaction through prompt response to inquiries, leading to repeat business and positive referrals.
- Reduced churn rate through proactive account management efforts focused on identifying potential issues before they escalated into cancellations or refunds requests.
- Collaborated with cross-functional teams on product launches, ensuring successful rollouts and strong initial sales performance.
- Streamlined internal communication for increased efficiency between the sales and marketing teams.
- Assisted sales team members in developing customer relationships, and building customer loyalty.
Education
Bachelor of Business Management (Marketing Special) Degree -
University Of Kelaniya
Kelaniya, Sri LankaProfessional Post Graduate Diploma in Marketing -
The Charted Institute of Marketing
Berkshire, UKSkills
- Customer service - 15 years
- Project management - 5 years
- MS Office Suite - 5 years
- Google suite - 5 years
- SAP - 3 years
- Scheduling - 3 years
- ServiceNow - 2 years
- JIRA - 2 years
- Confluence - 2 years
- Bachelor’s Degree
- Delegation and Supervision
- Sales Support
- Marketing knowledge
- Financial Acumen
- Customer Relations
- Schedule Management
- Sales proficiency
- Inter-department collaboration
- Written and verbal communication
- Staff Oversight
- Training and mentoring
Core Strengths Skills
- Sales & business development
- Client relationship
- Multitasking and Time Management
- Diligence and Organization
- Teamwork and Collaboration
- Strong Analytical and critical thinking
- Excellent Communication
- Project management experience
- Continuous learning & improvement
- Swiftly acquiring and applying new skills
- ServiceNow
- Microsoft Teams and Atlassian (Confluence & Jira)
- SAP
- Excellent computer skills
- Data entry
- Microsoft Office Suite
- Google Suite
- Microsoft Access
- Ability to read and interpret blueprints
Timeline
Client Service Supervisor
OneVeloce Consulting Inc.
01.2023 - Current
Quality Assurance Analyst
Supera Fulfillment LLC
01.2022 - 01.2023
Project Supervisor
RDT Construction Inc.
07.2020 - 01.2022
Manager Key Accounts
Dialog Axiata Plc.
09.2012 - 03.2020
Assistant Manager Sales & Marketing
Sri Lanka Telecom Plc.
05.2005 - 08.2012
Bachelor of Business Management (Marketing Special) Degree -
University Of Kelaniya
Professional Post Graduate Diploma in Marketing -
The Charted Institute of Marketing