Geenuwan Thakshala

Lead product operations for Seller Experience & AI vertical, overseeing Seller Chatbot, Seller Helpcenter, and AI-driven projects across Pakistan and Bangladesh markets. Manage a cross-market team of 4 direct reports, providing leadership, coaching, and performance guidance.

Managed buyer chatbot operations across Sri Lanka, Pakistan, Bangladesh, and Nepal. Led LLM-based chatbot integrations and prompt engineering to improve intent recognition and response accuracy.

Designed and optimized chatbot workflows to improve efficiency and customer satisfaction. Performed 10,000+ annotations using Alimebot to boost chatbot performance and accuracy.

Led and managed a digital operations team of 15–20 agents across social media and CRM platforms. Ensured SLA, SOP, and KPI adherence while handling escalations and client concerns.

Managed customer interactions across social media, emails, and online chats to resolve inquiries and complaints. Coordinated social media platforms including Facebook, Instagram, Twitter, and WhatsApp.

Provided frontline customer support across digital channels, resolving inquiries and escalating complex cases.

In progress: ITIL 4 Foundation certification, CPD UK accredited.

Completed the Prompt Engineering for Everyone certification.

Certified as an Alibaba International Certified AI Application Engineer.

Earned the Agile Project Management Professional Certificate.

Earned the Google Analytics Certification.

Focused on software development, systems analysis, and applied computing solutions.

Specialized in business operations, management principles, and organizational strategy.

Earned a Micro Certificate in Creating High Performance Teams.