Summary
Overview
Work History
Education
Skills
Languages
References
Projects
Personal Information
Timeline
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Milinda J. Namaratne

Milinda J. Namaratne

Summary

Dynamic leader with extensive contact centre management experience in the financial services and telecom industries. Accomplished senior manager with over 15 years of experience in contact centre management, business development, and team leadership across insurance, banking, and telecom industries. Proven expertise in setting up and managing outbound call centres for insurance brokering, implementing effective sales incentive schemes, and enhancing brand visibility through strategic media engagements. Demonstrated success in managing large teams, optimizing operational efficiency, and achieving significant market penetration and revenue growth. Adept at fostering strong relationships with key stakeholders and driving team professional growth.

Overview

24
24
years of professional experience

Work History

Senior Manager

ikman (Private) Ltd
01.2017 - 08.2024
  • Led strategic initiatives, boosting market penetration by 25% within the first year.
  • Increased revenue by 15% through improved comprehensive brokering services.
  • Devised incentive schemes enhancing sales team productivity.
  • Formulated strategic initiatives to tap into emerging opportunities.
  • Established and sustained strong partnerships with clients, partners, and industry leaders.
  • Participated in media engagements, boosting company's brand visibility.

Group Manager - Operations

WNS Global Services (Pvt) Ltd
02.2013 - 04.2017
  • Directed operations at various locations, maintaining service quality and efficiency.
  • Oversaw full HR lifecycle from recruitment to employee engagement.
  • Managed corporate travel helpdesk, enhancing efficiency.
  • Set up and managed inbound contact center.

Manager - Operations

Aegis Lanka Services (Pvt) Ltd
02.2012 - 02.2013
  • Led a team of over 80 employees, ensuring optimal performance.
  • Achieved efficient resource allocation leading to a significant cost saving of 20%.
  • Maintained compliance with Service Level Agreements.
  • Enhanced overall efficiency through cross-departmental coordination.

Assistant Manager - Workforce Planning and MIS

Aegis Lanka Services (Pvt) Ltd.
12.2008 - 01.2012
  • Oversaw daily operations to ensure performance goals were met.
  • Ensured store environment was clean and safe.
  • Created management reports and client-facing dashboards.
  • Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.

Workforce Management (Forecasting) & MIS Coordinator

Dialog Axiata PLC
03.2006 - 12.2008
  • Produced accurate and timely management reports to support strategic decision-making
  • Set performance targets and monitored team achievements, resulting in a 15% improvement in productivity
  • Ensured the reliability of uptime reports, maintaining high standards of service availability

Contact Centre Team Lead / Executive

Dialog Axiata PLC
03.2004 - 02.2006
  • Directed contact center team, ensuring real-time oversight.
  • Held recurring coaching sessions, boosting agent performance.
  • Executed strategies to enhance performance, leading to a 20% rise in customer satisfaction.

Contact Centre Officer

Dialog Axiata PLC
07.2003 - 02.2004
  • Addressed and resolved customer inquiries efficiently.
  • Evaluated customer feedback to pinpoint improvement areas.
  • Rolled out innovative training programs to enhance agent capabilities.
  • Employed data analysis tools to track performance metrics.

Executive - Telemarketing

Hello Corp (Pvt) Ltd
01.2002 - 01.2003
  • Created innovative scripts highlighting product benefits and features.
  • Collected critical customer feedback during calls.
  • Boosted lead generation via strategic cold calling.
  • Facilitated new employee orientation.

Assistant IT Technician

St. Christopher's School
01.2001 - 01.2002
  • Managed maintenance of office PCs, networks, and mobile devices.
  • Configured PCs for video conferencing rooms.
  • Installed wiring, cabling and devices to set up networks.
  • Delivered remote technical assistance, ensuring swift issue resolution.
  • Handled support requests from end-users.
  • Performed routine preventive maintenance on hardware equipment.
  • Conducted troubleshooting on peripheral devices.
  • Configured systems to meet specified software guidelines.

Education

MBA - Hospital and Healthcare Management

University of Bedfordshire
United Kingdom
02-2024

Skills

  • Customer Contact Center Operations
  • Strategic Planning
  • Operations Management
  • Team Leadership & Development
  • Process Improvement
  • Performance Management
  • Stakeholder Management
  • Project Management

Languages

English
French
Sinhala

References

  • Shaif Mohamed, CEO at ikman (Pvt) Ltd | COO at Saltside group, shaif@ikman.lk
  • Zafeer Shamsudeen, General Manager Sales - Ice cream at IFFCO, mshamsudeen@iffco.com, +971 54 522 8788, www.iffco.com

Projects

Transition of Major Banking Operations to Outsourced Model, WNS Global Services (Pvt) Ltd, Conducted thorough assessments, developed project plans, and managed resource allocation., Coordinated with senior management and IT teams for seamless integration., Ensured compliance with regulatory and security standards., Achieved seamless transition, improved efficiency, and enhanced fraud monitoring capabilities.

Personal Information

Date of Birth: 02/29/80

Timeline

Senior Manager

ikman (Private) Ltd
01.2017 - 08.2024

Group Manager - Operations

WNS Global Services (Pvt) Ltd
02.2013 - 04.2017

Manager - Operations

Aegis Lanka Services (Pvt) Ltd
02.2012 - 02.2013

Assistant Manager - Workforce Planning and MIS

Aegis Lanka Services (Pvt) Ltd.
12.2008 - 01.2012

Workforce Management (Forecasting) & MIS Coordinator

Dialog Axiata PLC
03.2006 - 12.2008

Contact Centre Team Lead / Executive

Dialog Axiata PLC
03.2004 - 02.2006

Contact Centre Officer

Dialog Axiata PLC
07.2003 - 02.2004

Executive - Telemarketing

Hello Corp (Pvt) Ltd
01.2002 - 01.2003

Assistant IT Technician

St. Christopher's School
01.2001 - 01.2002

MBA - Hospital and Healthcare Management

University of Bedfordshire

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Milinda J. Namaratne