Channel Manager
United Consumer Connect (PVT) Ltd (Western Union Inc.)
Total years of experience :11 years, 3 Months
Acting as main agent for Western Union in Sri Lanka
Liaising with international teams to help solve transaction and technical issues of banks,
public and private sector agents
Providing onsite and remote support
Attending complaints and question and escalating accordingly
Carrying out trainings on product updates
UK based IT services Provider│www.inbay.co.uk
Managing a team of 15+ Level 1 support engineers and telemarketers
Managing and directing the activities of the department and coaching
Supervising, planning, and managing functions concerned to the team
Carrying out supervision, monitoring, coaching, training, disciplining, and reviewing all
engineers
Attending, following up and resolving customer complaints and questions
Preparing and directing schedules, monitoring attendance of agents, scheduling breaks and
shifts as necessary
Creating monthly roster for the team.
Practicing and ensuring compliance with that of all the organization’s policies and
procedures
Assisting the management by preparing all the reports related to the department
Monitoring of the PPC marketing campaign and managing all other systems
Completed following subjects: - Quantitative Methods & Decision Analysis, Financial Management, Marketing Management, Managerial Accounting, Supply Chain Management, Organisational Behaviour, International Business, Strategic Management, Project management, Managerial Economics
Certificate Course in PC Technician A+ (CompTIA A+)