Viran Fernando
London,ON
Summary
Dynamic leader with a proven track record, enhancing customer satisfaction and team performance. Excelled in building key stakeholder relationships and leveraging Microsoft Office for streamlined operations. Achieved continuous improvement in client service and sales, showcasing exceptional multitasking abilities and a talent for mentoring.
Overview
15
15
years of professional experience
Work History
Customer Relations Specialist
Canada Life
02.2022 - Current
- Provide exceptional support to customers through multi-channel communication, enhancing overall client satisfaction.
- Collaborate in team sessions to improve efficiency and service delivery.
- Analyzed customer feedback and implemented strategies to improve customer experience.
- Served as a liaison between technical support teams and customers to ensure timely problem resolution.
- Reduced response times by optimizing workflows and utilizing efficient case management tools.
- Provided guidance to junior team members as a subject matter expert on best practices in customer relations management.
- Established rapport with clients during initial contact, setting the stage for positive interactions throughout their experience with the company.
Team Leader - Operations
Bill Gosling Outsourcing
01.2019 - 01.2022
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Assisted in recruitment to build team of top performers.
- Led cross-functional teams to execute projects on time, within budget, and with high-quality outcomes.
- Generated reports detailing findings and recommendations.
Business Development Manager
CIVIC Business Solutions
06.2018 - 10.2019
- Facilitated regular communication with clients to ensure their needs were met, fostering long-lasting relationships built on trust and mutual respect.
- Increased client base by identifying new business opportunities and cultivating strong relationships with key decisionmakers.
- Delivered compelling sales presentations to prospective clients, highlighting the unique value proposition of our products and services.
- Conducted comprehensive market research and analysis to identify emerging trends and potential areas of expansion.
- Developed customized solutions for clients based on a deep understanding of their unique pain points, delivering exceptional value and driving repeat business.
- Represented company and promoted products at conferences and industry events.
- Reached out to potential customers via telephone, email, and in-person inquiries.
Chief Representative Officer
OMAK Technologies
09.2014 - 06.2018
- Consistently met or exceeded performance targets by implementing data-driven strategies that drove continuous improvement in key areas.
- Developed comprehensive training programs for new hires, ensuring they were equipped with the necessary skills and knowledge to contribute effectively from day one.
- Delivered exceptional client service by addressing concerns promptly and implementing solutions tailored to individual needs.
- Expanded market presence by leading the development of new products and services tailored to customer needs.
Sales and Marketing Executive
MT V Channels (Pvt) Ltd
06.2009 - 08.2014
- Established strong relationships with key clients, resulting in repeat business and increased customer satisfaction.
- Analyzed sales and marketing data for improved strategies.
- Increased sales revenue by developing and implementing strategic marketing plans.
- Developed persuasive sales pitches for presenting to potential clients, leading to increased conversion rates.
Education
Bachelor of Science - Computer And Information Systems
Staffordshire University
United Kingdom 06.2009
Certificate - Marketing
Professional Certificate in Marketing
Chartered Institute Of Marketing, United Kingdom02.2012
Skills
- Multi-line phone talent
- Quality Control
- International sales support
- Report Preparation
- Key stakeholder relationship building
- Account Management
- Customer Relations
- Training and mentoring
- Proficient in Microsoft Office
- Issue and Complaint Resolution
- Sales and Upselling
- Multitasking Abilities
Websites
Languages
English
Full Professional
Timeline
Customer Relations Specialist
Canada Life
02.2022 - Current
Team Leader - Operations
Bill Gosling Outsourcing
01.2019 - 01.2022
Business Development Manager
CIVIC Business Solutions
06.2018 - 10.2019
Chief Representative Officer
OMAK Technologies
09.2014 - 06.2018
Sales and Marketing Executive
MT V Channels (Pvt) Ltd
06.2009 - 08.2014
Bachelor of Science - Computer And Information Systems
Staffordshire University
Certificate - Marketing
Professional Certificate in Marketing
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