Open to opportunities

Leslie William

@lesliewilliam

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Experienced operational analyst with expertise in revenue cycle management.

Sri Lanka

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What I'm looking for

I am looking for a role that fosters growth, values collaboration, and allows me to utilize my skills in operational efficiency and customer service.

I am a highly motivated professional with extensive experience in the tourism industry and a strong background in Revenue Cycle Management (RCM) billing. My career has been dedicated to delivering exceptional customer service and managing complex billing processes, which has allowed me to optimize financial workflows effectively. I am passionate about leveraging my skills to contribute to organizational growth and operational efficiency.

Throughout my career, I have developed and executed strategies to drive inbound tourism sales, managing relationships with global travel agencies and corporate clients. My ability to design competitive travel packages and lead teams has resulted in significant growth in international client bookings. I thrive in fast-paced environments and am adept at building strong client relationships, problem-solving, and collaborating with diverse teams.

Experience

Work history, roles, and key accomplishments

Current

Operational Analyst

Current

Health Recon Connect (Pvt) Ltd

Jan 2020 - Present (5 years 5 months)

Managed end-to-end claim processing, insurance verification, payment posting, and AR follow-up within Revenue Cycle Management. Utilized healthcare software such as Advanced MD and Cerner, ensuring compliance with HIPAA and CMS guidelines.

Revenue Cycle Management Claims Processing Guidelines Insurance Verification A R Follow Up Advanced MD Cerner HIPAA Healthcare Regulations

Sales Manager - Inbound

Figo Holidays [Pvt] Ltd

Jan 2020 - Present (5 years 5 months)

Developed and executed strategies to drive inbound tourism sales, managing relationships with global travel agencies and tour operators. Designed and priced competitive travel packages, while leading a team of sales representatives to achieve targets.

Inbound Sales Tourism Package Design Sales Management Team Leadership Client Relationship Management Market Analysis

Senior Tour Executive - Inbound

H.O.T Tourism The Destination Insider

Jan 2016 - Present (9 years 5 months)

Developed and executed strategies to drive inbound tourism sales, achieving growth in international client bookings. Managed relationships with global travel agencies, tour operators, and corporate clients to promote destination packages and secure partnerships.

Sales Strategy Client Relationship Management Tour Package Design Team Leadership Marketing Campaigns Business Development Sales Targets

Senior Tour Executive

Sunshine Travels [Pvt] Ltd

Jan 2015 - Present (10 years 5 months)

Created customized travel itineraries for inbound clients, communicating with international clients and travel agents to understand requirements. Liaised with hotels, transport providers, and tour guides to ensure seamless service delivery, overseeing bookings and handling pre-arrival inquiries.

Client Communication Customer Support

Senior Tour Executive

Apple Holidays [Pvt] Ltd

Jan 2014 - Present (11 years 5 months)

Created customized travel itineraries for inbound clients based on their preferences and budgets. Communicated with international clients and travel agents to understand requirements and provide tailored solutions.

Client Communication Customer Support

Tour Executive

Walkers Tours [Pvt] Ltd

Jan 2012 - Present (13 years 5 months)

Created tailored travel itineraries based on client preferences and budgets, serving as the primary point of contact for inbound tourists. Arranged transportation, accommodation, and sightseeing tours, collaborating with hotels and tour guides to ensure smooth operations.

Client Communication Sightseeing Tours Budget Management Customer Satisfaction

Tour Assistant

Classic Vacations [Pvt] Ltd (Expo Lanka Holdings)

Jan 2010 - Present (15 years 5 months)

Assisted in creating detailed travel itineraries tailored to client preferences and needs, responding to inquiries via email, phone, or chat. Handled reservations for transportation, accommodations, and activities, liaising with local vendors and service providers.

Client Inquiries Quality Assurance Communication Skills Problem Solving

Trainee Tour Executive

Diethelm Travel Srilanka

Jan 2010 - Present (15 years 5 months)

Sales Strategy Client Relationship Management Tour Package Design Business Development Sales Targets

Work Force Management Executive

Aegis Services Lanka Ltd (Airtel Lanka Pvt Ltd)

Jan 2009 - Present (16 years 5 months)

Analyzed historical call data to predict call volumes and staffing requirements accurately, developing and optimizing staff schedules to meet service level agreements. Monitored real-time call traffic and agent availability, collaborating with operations to plan long-term staffing needs.

Workforce Management Scheduling Monitoring Performance Tracking

Complaint Management Officer

Dialog Telekom PLC

Jan 2007 - Present (18 years 5 months)

Handled all assigned complaints through various channels, coordinating with inter divisions regarding service delivery related issues. Reported to management on reducing customer complaints and updated customers on feedback provided.

Customer Service Inter Divisional Coordination Service Delivery Reporting Customer Feedback Communication Problem Solving CRM Tools

Work Force Management Executive

Lion Brewery Ceylon Ltd

Jan 2005 - Present (20 years 5 months)

Workforce Management Scheduling Monitoring Performance Tracking

Contact Center Officer

Dialog Telekom PLC

Jan 2005 - Present (20 years 5 months)

Attended to customer queries for both Post Paid and Prepaid services, providing solutions to customer issues and ensuring satisfaction. Maintained a deep understanding of company offerings to guide customers accurately, promoting products and achieving sales targets.

Customer Service Product Knowledge Upselling Sales Targets Troubleshooting Customer Satisfaction

Education

Degrees, certifications, and relevant coursework

Shakthi Institute

Diploma, Airline Ticketing

Completed a diploma program focused on airline ticketing, gaining foundational knowledge and practical skills essential for the travel industry.

IDM Computer Studies

Course Completion, MS Office

Completed a computer course specializing in Microsoft Office, enhancing proficiency in essential office productivity software.

OUSL

Course Completion, Entrepreneurship of Small Business Management

Undertook a course on Entrepreneurship of Small Business Management, focusing on the principles and practices of managing small businesses.

Bandarawela S. Thomas' College

G.C.E A/L Examination, Economics, Business Studies, General English

Grade: Economics - S, Business Studies - S, General English - A, Common General Test - 70

Successfully completed the G.C.E A/L Examination in 2004. Achieved grades of 'S' in Economics and Business Studies, and an 'A' in General English.

Bandarawela S. Thomas' College

G.C.E O/L Examination, English, Religion, Social & History, Mathematics, Tamil, Science, Commerce

Grade: English - Distinction, Religion - Credit Pass, Social & History - Credit Pass, Mathematics (1) - Credit Pass, Mathematics (11) - Simple Pass, Tamil - Simple Pass, Science (1) - Simple Pass, Science (11) - Simple Pass, Commerce - Simple Pass

Completed the G.C.E O/L Examination in 2000. Achieved a Distinction in English and Credit Passes in Religion, Social & History, and Mathematics.