Salinda Upeka Malalgoda
Summary
Experienced Contact Centre Administrator with a strong track record in call handling, data management, and performance analysis. Proficient in software tools and quality assurance. MBA holder from Essex University, specializing in strategic operations. Notable achievements include reducing data entry errors by 15% and improving service quality by 15% through customer feedback systems. Versatile team player with experience in various environments. Skilled in balancing customer service with administrative responsibilities.
Overview
12
12
years of professional experience
8
8
years of post-secondary education
Work history
Contact Centre Administrator
Prolog Fulfillment (Pvt) Ltd
Sudbury, Essex
07.2023 - Current
- Maintain and update customer information in the database, ensuring accurate records and efficient information retrieval
- Generate and analyze performance reports, identifying trends and areas for improvement, and presenting findings to management
- Utilize various software and tools, such as sales force, NIRVANA systems, and call centre software, to streamline operations
- Introduced a more efficient data entry process, reducing errors by 15% and minimizing data retrieval time
- Established a system for collecting and analyzing customer feedback, leading to an improvement in service quality based on customer input.
- Provided support for the day-to-day operation of communications systems, computer systems, and networks.
Post Master Assistant
Fiveways Post Office
Colchester, Essex
10.2021 - 07.2023
- Efficiently handled letters and parcels, ensuring they were processed for respective courier services with recommended postage
- Managed the off-license retail shop, serving as the first point of contact for customers
- Provided customers with recommendations regarding available services and packages, including travel money and insurance, to boost revenue
- Effectively handled inbound calls, addressing customer inquiries and feedback and logging them into the system
- Managed various financial transactions, including money transfers, banking, and daily revenue balancing with report generation.
- Coached and trained team members to increase productivity and growth.
Business Process Analyst
Accenture Technology Solutions Malaysia
Kuala Lumpur
10.2018 - 09.2021
- Conducted in-depth analysis of quality queues to ensure compliance with client specifications and standards
- Moderated and maintained the highest quality standards, producing performance evaluations for clients at the end of each project iteration
- Played a key role in training new team members to meet client requirements and sustained their success throughout projects
- Organized knowledge transfer sessions and team bonding activities to enhance team collaboration and efficiency
- Maintained specified quality standards and improved client relationships through effective project management
- Consistently achieved and exceeded client-specified quality standards, resulting in a client satisfaction rate and repeated project success.
- Produced written documentation,and visual presentations to report data to influence key stakeholders.
- Applied data modelling practices to analyse findings and recommend operational changes.
Senior QA Engineer
Information Systems Associates
Colombo, Sri Lanka
07.2014 - 05.2018
- Ensured the quality of software by implementing best practices, methodologies, and standards
- Addressed and managed product defect concerns, collaborating with development teams for resolutions
- Supervised testing environments to conduct system compatibility checks
- Enforced test development standards in coordination with senior management
- Worked closely with development teams to formulate efficient test plans and suggestions
- Maintained and updated existing and new automated test suites and infrastructures
- Managed and wrote test cases using tools like Zephyr Enterprise and JIRA
- Adapted to and excelled in both Agile and Waterfall project methodologies
- Proficient in database querying, data manipulation, and population using SQL in
- Oracle and SQL Server.
QA Engineer
ZoomIT Solutions (Pvt) Ltd
Colombo, Sri Lanka
03.2012 - 05.2014
- Developed comprehensive test plans and strategies to ensure comprehensive coverage of software testing
- Created and maintained detailed test cases, encompassing functional, regression, and integration testing
- Performed rigorous testing, identified and reported defects, and ensured the software met quality standards
- Developed and executed automated test scripts to streamline repetitive testing processes
- Maintained precise records of test results, defects, and test environments
- Worked closely with development and product teams to resolve defects and improve product quality
- Conducted regular regression testing to validate software modifications and enhancements
- Executed performance tests to identify bottlenecks and optimize software performance.
Education
Master of Business Administration - Business Administration
Essex University
10.2021 - 02.2023
Bachelor of Science (Hons) - Management Information Systems, School's Business Management
St. John's College Nugegoda
Sri Lanka 10.2010 - 08.2014
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A-Levels - Mathematics
St.John's College
Nugegoda, Sri Lanka 08.2007 - 08.2010
Skills
- Analysis and critical thinking
- Data backups
- Experience with [Software]
- Effective communication
- Program installations
- System upgrades
- Product development
- Technical Analysis
- Test designing
- Advanced technical support
Timeline
Contact Centre Administrator
Prolog Fulfillment (Pvt) Ltd
07.2023 - Current
Master of Business Administration - Business Administration
Essex University
10.2021 - 02.2023
Post Master Assistant
Fiveways Post Office
10.2021 - 07.2023
Business Process Analyst
Accenture Technology Solutions Malaysia
10.2018 - 09.2021
Senior QA Engineer
Information Systems Associates
07.2014 - 05.2018
QA Engineer
ZoomIT Solutions (Pvt) Ltd
03.2012 - 05.2014
Bachelor of Science (Hons) - Management Information Systems, School's Business Management
St. John's College Nugegoda
10.2010 - 08.2014
A-Levels - Mathematics
St.John's College
08.2007 - 08.2010
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