Associate Client Manager
RRD
Total des années d'expérience :9 years, 2 Mois
Associate Client Manager of Aviva - United Kingdom
RRD Go Creative APAC - World Trade Centre, Sri Lanka
Key roles and responsibilities:
• Effective communication and maintaining dynamic
relationships with the project client.
• Managing operational objectives, making decisions,
providing information and recommendations for
strategic planning and reviews.
• BCM (Business Continuity Management) - Planning and
coordinating work during a service disruption to meet
client expectation and on time service delivery.
• Conducting monthly/quarterly business reviews,
focusing on client feedback and encouraging further
business opportunities from the client.
• Planning, reviewing and analyzing cost vs revenue and
project profit margins annually.
Senior Project Coordinator of Aviva - United Kingdom
RRD Go Creative APAC - World Trade Center, Sri Lanka
Key roles and responsibilities:
• Managing key performance team SLAs in terms of
productivity, quality, resource utilization and efficiency
• Creating plans to address client’s business needs and
profitable processes
• Acting as a point of contact for customer complaints
and escalating processes maintaining the quality of
services.
• Effective communication with various
teams/departments conveying changes to the project
plan
• Maintaining reports, organizing meetings and providing
project updates to the senior leadership.
Senior Quality Specialist of Anglian Water - United
Kingdom
RRD Go Creative APAC - World Trade Center, Sri Lanka
Key roles and responsibilities:
• Monitoring and managing Colombo offshore team
Quality SLAs and service delivery.
• Training and developing - Client certified trainer for
process training and development.
• Effective agent feedback and mentoring support.
• Identifying opportunities to standardize and optimize
audit processes.
• Tracking data and generating reports for decision
making and reviews.
Contact Centre Associate - Dialog Axiata PLC
Key role and responsibilities:
• Handling customer interactions and complaints
effectively and efficiently, providing First Contact
Resolution.
• Achieving key performance indicators related to my
individual/team performances.
• Meeting SLAs and KPIs with minimum supervision.
• Attending Learning and Development programs for
continuous improvement.
Classification awarded - Pass on 1st attempt
Advanced Level Examination: Accounting - A grade Economics - A grade English - A grade Business Studies - C grade
English - A grade Mathematics - A grade Science - A grade Islam (Religion) - A grade Sinhala and Literature - A grade Health Science - A grade Commerce and Accounting - B grade Social Studies - C grade