Iroshini Tittagalla
209, West Oak Trail, Kitchener,ON
Summary
Has more than 20 years of experience in the field of Customer Service, Customer/Partner Relationship Management, Business Strategy Formation, Business Process Automation, Project Management and Life Insurance Technical aspects in Sri Lanka and London (UK).
Overview
18
18
years of professional experience
Work History
Partner
Actsure Lab (pvt) Ltd
07.2020 - 08.2023
- Meet the agreed service levels of all business projects.
- Collaborated with customers to achieve their business plans by providing required technical support.
- Stayed informed on industry developments and market trends to gain competitive advantage.
- Collaborated with colleagues and support staff to maximize team efficiency.
- Networked with other professionals and organizations to expand contacts and opportunities.
- Developed and implemented strategies to enhance partner relations.
Head of Operations & Services
Union Assurance PLC
04.2012 - 06.2020
- Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
- Developed and implemented strategies to maximize customer satisfaction.
- Trained, coached and mentored staff to support smooth adoption of new program.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Developed initial sales roadmaps and market strategies to promote successful product launches.
- Developed and maintained relationships with external vendors and suppliers.
- Developed systems and procedures to improve operational quality and team efficiency.
- Increased profit by streamlining operations.
- Introduced new methods, practices, and systems to reduce turnaround time.
Manager - Customer Services
Union Assurance PLC
04.2008 - 03.2012
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Supervised the Customer service desks and Call Center to achieve set service standards.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Established team priorities, maintained schedules and monitored performance.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
Customer Service Officer
B&Q PLC
09.2005 - 10.2007
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer calls and emails to answer questions about products and services.
- Assisted walk-in customers with questions and orders.
- Communicated with clients regarding account services, statements, and balances.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
Education
Associate Member, Chartered Insurer -
Chartered Insurance Institute
United Kingdom 2010
Bachelor of Arts - Business Management
University of Sunderland
United Kingdom 2007
Skills
- Customer Service
- Customer/Partner Relationship Management
- Verbal and Written Communication
- Business Process Automation
- Business Management and Development
- Project Management
- Teamwork and Collaboration
- Training and Development
- Insurance Technical Expertise
Timeline
Partner
Actsure Lab (pvt) Ltd
07.2020 - 08.2023
Head of Operations & Services
Union Assurance PLC
04.2012 - 06.2020
Manager - Customer Services
Union Assurance PLC
04.2008 - 03.2012
Customer Service Officer
B&Q PLC
09.2005 - 10.2007
Associate Member, Chartered Insurer -
Chartered Insurance Institute
Bachelor of Arts - Business Management
University of Sunderland
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