Perushi Hettiarachchi
LaSalle,Canada
Summary
Dynamic Customer Support Manager at Jobber with a proven track record in elevating customer satisfaction through effective team leadership and data analysis. Expert in CRM software and performance coaching, I drive operational excellence and foster cross-functional collaboration to achieve organizational goals. Recognized for resolving complex escalations and enhancing service delivery.
Overview
15
15
years of professional experience
Work History
Customer Support Manager
Jobber
06.2022 - Current
- Supervise day-to-day support operations, consistently achieving high customer satisfaction rates through proactive problem resolution and team leadership.
- Developed and implemented training programs that enhanced team performance and ensured consistent service delivery.
- Utilize analytics and success metrics to forecast needs, scale operations, and provide quality coaching to every team member.
- Collaborate with cross-functional teams to streamline internal processes and optimize service offerings for a better client experience.
- Act as a key stakeholder in communicating organizational changes and managing expectations during critical service periods.
Associate Manager
Sutherland
03.2019 - 07.2022
- Led a high-volume support team to meet and exceed client KPI goals while maintaining a high standard of professional rapport.
- Created detailed daily and weekly performance reports, interpreting data to identify trends and resolve operational inefficiencies.
- Resolved complex customer escalations and handled sensitive complaints with professional diplomacy to represent the organization effectively.
- Managed daily operations across multiple CRM systems to ensure seamless data entry and service continuity.
Business Development Executive
Exetel
08.2012 - 12.2016
- Managed sales efforts for Australian customers under the business development division, promoting Exetel's telecommunications services and tailoring solutions to meet individual customer needs.
- Processed sales orders, applications, and provisioning requests to ensure the timely delivery of services while conducting service qualification checks using advanced web-based applications.
- Leveraged a strong customer service background to efficiently handle inquiries, resolve complaints, and ensure seamless service delivery, addressing challenging situations with professionalism.
- Collaborated with cross-functional teams to achieve company goals and ensure high customer satisfaction, while documenting sales activities and providing daily performance metrics aligned with KPIs.
- Assisted existing customers with subscription changes, ensuring minimal disruption and a smooth transition, and processed new sales applications to ensure successful service activation.
Promotions Executive
Red Bull
02.2011 - 05.2011
- Represented the Sri Lankan authorized distributor for Red Bull, overseeing all marketing, promotions, and local operations for the brand.
- Promoted Red Bull's products by organizing and executing engaging promotional activities and events to enhance brand visibility.
- Developed and implemented comprehensive marketing plans tailored to the Sri Lankan market, driving brand growth and consumer engagement.
- Led the organization of high-profile events, including Red Bull X-Fighters Sri Lanka and Sky Diving team activities, significantly raising brand awareness and strengthening Red Bull's presence in the local market.
Education
Master of Business Administration - MBA -
Anglia Ruskin University
01.2017
Bachelor of Arts (BA) - Business Administration and Management, General
Staffordshire Universtiy
01.2010
Skills
- Customer relationship management
- Data analysis
- CRM software
- Performance coaching
- Project management
- Client negotiations
- Escalation management
- Cross-functional collaboration
- Team leadership
Languages
- English
- Sinhalese
- Hindi
Timeline
Customer Support Manager
Jobber
06.2022 - Current
Associate Manager
Sutherland
03.2019 - 07.2022
Business Development Executive
Exetel
08.2012 - 12.2016
Promotions Executive
Red Bull
02.2011 - 05.2011
Master of Business Administration - MBA -
Anglia Ruskin University
Bachelor of Arts (BA) - Business Administration and Management, General
Staffordshire Universtiy