Chinthaka Perera

Engagement Overview: Pega Customer Service & Case Management Implementation for Cisco's Commerce Lifecycle Operations (CLO) organization

Role: Senior Product Owner/ Principal Business Architect/ Customer Service SME

• Design Business Architecture/ Big Picture of the initiatives
• Advocate on Pega Customer Service platform to address customer service/process business challenges
• Define product roadmaps and feature forecasting
• Lead and facilitate discovery workshops
• Review data, CX feedback, and identify trends and gaps for product enhancements
• Identify cost saving, productivity gaining opportunities of the business processes
• Conduct market research to find potential tech trends and correlate them to existing use cases
• Design process diagrams, business architecture diagrams, write user stories, and design UI screens
• Identify and pursue Delivery Lead Sales Opportunities
• Introduce AI, ML, NLP feature use cases in to the application
• Strategize and execute BPM business consulting roadmap for North America Pega Practice in Capgemini
• Achieved a 30% decrease in support cases through the identification of self-service options, deflection strategies, and opportunities for eliminating child cases.
• Realized annual savings exceeding $400,000 by implementing workflow automation throughout various operational domains such as invoice disputes, logistics, and subscription management.

Engagement Overview : Pega Customer Service & Case Management implementation for call center and Back-office operations

• Lead a team of 6 high performing Business Architects
• Demonstrate Pega Customer Service Application to both business and IT stakeholders, showcasing its out-of-the-box functionalities for maximum leverage.
• Engaged with stakeholders to grasp business needs and identify any gaps or necessary customizations.
• Led the Business architecture design of the implementation ensuring alignment with business objectives.
• Provided guidance and expertise to client and development teams on Pega best practices and methodologies.
• Conducted workshops and requirements gathering sessions to elicit and document business needs.
• Mentored junior team members and fostered knowledge sharing within the engagement.
• Stayed abreast of Pega platform updates and industry trends to continuously improve solution delivery.
• Achieved a 20% reduction in average call handling time for more than 5000 call center agents through the optimization of Pega platform capabilities, implementation of design thinking principles, and automation of key steps within the customer journey.

Engagement Overview : Pega Smart Disputes (Issuers) to manage credit card disputes for Call center and Back-office operations

• Collaborated with stakeholders to understand business requirements and translated them into Pega Smart Dispute features
• Demonstrate Pega Smart Disputes Application to business and IT stakeholders
• Conducted workshops and requirements gathering sessions to elicit and document business needs.
• Decreased dispute resolution time from 35 days to 7
• Saved 5 FTEs in dispute operations, equating to approximately $300,000 in annual savings.

Engagement Overview : World's Largest P&C Claims implementation for with operations over 70 countries using Pega Claims for Call center and Claims adjudication

• Collaborated with stakeholders to understand business requirements and translated them into Pega Claims
• Conducted workshops and requirements gathering sessions to elicit and document business needs.
• Established a platform to manage global/regional/country specific processes and business rules
• Replaced all local/regional/country claims applications with a single, unified claim’s platform globally

Early in my career, held various roles encompassing both Application Consultant and Senior Business Analyst positions, showcasing adaptability and versatility in the professional journey.