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Dhasantharan Ma

@dhasantharanma

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I lead BPO operations, improving service delivery, productivity, processes, and customer satisfaction.

Sri Lanka

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What I'm looking for

I'm looking for an operations or project-focused role where I can lead teams, improve processes, use performance data to strengthen service delivery, and drive measurable business results.

At Barca BPO, I lead daily BPO operations across productivity, quality, SLA, and customer satisfaction targets. I improve SOPs, workflows, and processes to strengthen efficiency, scalability, and service delivery.

I've progressed from business development and sales leadership into operations management, managing CRM reporting, sales pipelines, workforce planning, budgets, capacity, and cross-functional stakeholders. I use KPI reporting and operational trends to identify improvement opportunities and support better decisions.

I coach teams, support recruitment and onboarding, and drive continuous improvement, automation, and cost-optimization initiatives. My focus is on resolving operational issues, improving service quality, and delivering business results.

Experience

Work history, roles, and key accomplishments

Operations Manager

Barca BPO Private Limited

Oct 2024 - Jul 2026 (1 year 9 months)

Lead daily BPO operations to achieve productivity, quality, SLA, and customer satisfaction targets. Develop and improve SOPs, workflows, and processes to increase efficiency, productivity, and scalability.

Operations Management BPO Operations KPI Reporting Workforce Planning Performance Management Team Leadership Process Improvement Automation Cost Optimization Recruitment Onboarding Compliance

Sales Operations Manager

Barca BPO Private Limited

Feb 2024 - Sep 2024 (7 months)

Designed and optimized sales processes, workflows, and operational procedures to improve sales effectiveness. Managed CRM systems, sales reporting, pipeline tracking, and data accuracy.

Sales Operations CRM Management Sales Reporting Pipeline Management Data Analysis KPI Reporting Sales Forecasting team training

Sales Team Lead

Barca BPO Private Limited

Oct 2023 - Jan 2024 (3 months)

Managed and motivated sales executives to achieve individual and team revenue targets. Set sales objectives, monitored performance metrics, and provided regular performance updates.

Sales Management Team Leadership Coaching Performance Monitoring Sales Reporting CRM

Senior Business Development Executive

Barca BPO Private Limited

Jul 2021 - Sep 2023 (2 years 2 months)

Managed the complete sales lifecycle, including lead generation, client engagement, negotiation, and deal closure. Developed and maintained strong relationships with clients, partners, and key stakeholders.

Business Development Lead Generation Customer Relationship Management Negotiation Proposal Writing CRM Sales Pipeline Management

Senior Business Development Executive

Corecube Pvt Ltd

Oct 2019 - Oct 2020 (1 year)

Generated new business opportunities through strategic prospecting, relationship management, and market analysis. Developed partnerships with enterprise clients and managed the complete business development cycle.

Business Development Strategic Prospecting Partnership Management Market Analysis Proposal Writing Negotiation CRM

Business Development Executive

Revocare Solutions

Apr 2018 - Apr 2019 (1 year)

Identified and developed new business opportunities through market research, prospect analysis, and lead generation. Generated leads through cold calling, email outreach, networking, and social media channels.

Business Development Lead Generation Cold Calling Email outreach Networking Social Media CRM Negotiation