DWDeshika Welikala
@deshikawelikala
Experienced Customer Interaction Center Manager with a focus on transformation.
Sri LankaWhat I'm looking for
I am a highly accomplished Chief Manager with over 24 years of experience in the telecommunications industry, specializing in Contact Center Operations, Business Process Transformation, and Customer Experience. My journey has been marked by a proven track record of leading high-performing teams and driving operational excellence. I have successfully managed teams of over 250 employees, fostering a positive work environment that enhances productivity and employee engagement.
Throughout my career, I have spearheaded numerous digital transformation initiatives that have significantly improved efficiency and employee experience. My expertise in process improvement, coupled with Lean Six Sigma methodologies, has enabled me to identify and implement strategies that optimize operations and reduce costs. I am passionate about delivering customer-centric solutions that enhance satisfaction and loyalty, and I continuously strive to innovate and improve processes to meet evolving customer needs.
Experience
Work history, roles, and key accomplishments
Chief Manager, Business Process Transformation
Dialog Axiata PLC
May 2024 - Present (1 year)
Leading HR digitization strategies and managing all aspects of HR operations, enhancing employee experience and engagement. Spearheaded initiatives that resulted in significant efficiency improvements and cost reductions.
Senior Manager, Customer Journey Management
Dialog Axiata PLC
Dec 2021 - May 2024 (2 years 5 months)
Developed customer journey maps and led cross-functional teams to implement process improvements, enhancing customer satisfaction and operational efficiency.
Chief Manager, Digitization & Analytics
Dialog Axiata PLC
May 2022 - May 2024 (2 years)
Managed HR operations and led the implementation of digitization strategies, optimizing the employee lifecycle and enhancing operational efficiency through innovative HR solutions.
Manager & Senior Manager, Customer Journey Management
Dialog Axiata PLC
Apr 2017 - Jan 2022 (4 years 9 months)
Led strategic customer experience projects and implemented digital technologies to improve service delivery and customer satisfaction.
Manager - Call Center Operations
Dialog Axiata PLC
Apr 2010 - Apr 2017 (6 years 11 months)
Managed all aspects of call center operations, focusing on team performance, customer satisfaction, and operational efficiency through strategic initiatives.
Customer Interaction Center Team Leader
Dialog Axiata PLC
Jan 2005 - Apr 2010 (5 years 3 months)
Led inbound and outbound operations in the customer interaction center, focusing on team performance and customer service excellence.
Call Center Trainee/Officer and Executive
Dialog Axiata PLC
Jan 2000 - Jan 2005 (5 years)
Gained foundational experience in call center operations, focusing on customer service and support.
Education
Degrees, certifications, and relevant coursework
USUniversity of Suffolk
Master of Business Administration, Business Administration
2020 - 2022
Completed a Master of Business Administration (MBA) focusing on advanced business practices, leadership skills, and strategic management principles.
UIUniversity of BCS, The Chartered Institute of IT
Agile Practitioner, Agile Methodologies
2021 - 2021
Completed a certification in Agile Practitioner, enhancing skills in agile methodologies and project management.
Dialog Axiata PLC
Corporate Management Development Program, Management Development
2020 - 2020
Successfully completed the Corporate Management Development Program (CMDP), focusing on leadership and management skills.
Dialog Axiata PLC
Lean Six Sigma Black Belt, Process Improvement
2018 - 2018
Achieved certification as a Lean Six Sigma Black Belt, leading projects that resulted in significant cost reductions and process improvements.
Customer Operations Performance Center
Registered Coordinator, Customer Operations
2010 - 2010
Completed training to become a Registered Coordinator, focusing on customer operations performance standards.
Tech stack
Software and tools used professionally
Availability
Location
Sri LankaAuthorized to work in
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