Malith Amarasinghe
@malithamarasinghe
I improve airport and contact-center customer experiences through operational leadership.
Sri LankaWhat I'm looking for
I'm currently delivering passenger support and customer relations at PickMe Sri Lanka, helping international and domestic travelers resolve complex issues in a fast-paced airport environment. I collaborate with airport operations teams to strengthen service recovery, operational efficiency, compliance, and brand representation.
Across more than 18 years in customer operations, I've led after-hours branch operations for Quest Personnel, improved retention at Mahindra Ideal Finance, and designed QA frameworks at FBC Asia Pacific Lanka. I've also spent six years leading contact center teams at Mobitel, mentoring teams and driving service quality against global KPIs.
Experience
Work history, roles, and key accomplishments
Airport Customer Relations Officer
PickMe Sri Lanka
May 2026 - Present (3 months)
Delivering customer service and relations support at one of Sri Lanka's busiest airports, ensuring seamless passenger experiences and resolving complex issues.
Afterhours Consultant / Branch Manager
Quest Personnel
May 2024 - May 2025 (1 year)
Directed after-hours operations and branch management for an Australian-based recruitment firm, ensuring seamless service delivery and client satisfaction across time zones.
Senior Executive – Customer Service
Mahindra Ideal Finance Limited
Jun 2023 - Mar 2024 (9 months)
Enhanced customer retention by implementing proactive service protocols and managing high-level inquiries for a premier finance institution.
Contact Center QA Lead
FBC Asia Pacific Lanka
Mar 2021 - Apr 2023 (2 years 1 month)
Designed quality frameworks and mentored contact center teams to meet global KPIs, driving continuous improvement in service quality.
Concierge Office Handler
TFG Management Services
Dec 2019 - Dec 2020 (1 year)
Provided concierge and office handling services, supporting customer operations.
Contact Center Team Lead
Mobitel (Pvt) Ltd
Jun 2013 - Aug 2019 (6 years 2 months)
Led contact center teams for six years at a major national telecommunications carrier, demonstrating sustained leadership and operational excellence.
Visiting Instructor
National Apprentice & Industrial Training Authority
Nov 2011 - Nov 2012 (1 year)
Served as a visiting instructor, delivering training and support.
Technical Support
Reservations Gateway
Jul 2010 - Jun 2011 (11 months)
Provided technical support services.
Officer, Finance Hotline
Dialog Axiata PLC
Nov 2007 - Jan 2010 (2 years 2 months)
Handled finance hotline inquiries and support.
Customer Care Executive
Lanka Bell Ltd
Jan 2006 - Jul 2007 (1 year 6 months)
Provided customer care and support services.
Trainee Assistant
Unilever Sri Lanka
Apr 2005 - Jan 2006 (9 months)
Assisted in various operational tasks as a trainee.
Education
Degrees, certifications, and relevant coursework
DS Senanayake College
GCE Advanced Level, Mathematics
Completed GCE Advanced Level in Mathematics.
DS Senanayake College
GCE Ordinary Level, General Studies
Grade: Distinctions in English & Mathematics
Completed GCE Ordinary Level with distinctions in English and Mathematics.
Tech stack
Software and tools used professionally
Availability
Location
Sri LankaAuthorized to work in
Job categories
Skills
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