Malinda Lokugamage

Experience

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  Sierra Construction (Pvt) Ltd

  Jan 1999 - Jun 2001

  Work Superviosr

  • Civil works (Trenching, Laying cables & placing of Man Holes/Hand Holes)• Splicing & testing of Fiber Optic / Copper Cables, drawing of Aerial Cables, Subscriber telephone installation• setting the priorities, preparing the daily schedules and their executions• submitting of daily progress reports• Guiding the subordinators as well as sub-contractors to meet the daily targets

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  Metropolitan Group of Companies

  Jul 2001 - Sept 2003

  Service Technician

  • Troubleshooting and fixing handsets such as Nokia,Sony Ericsson,Motorola etc..• Keep tracking parts and replenishing them as and when required.• Attending walk-in customers,job card creation,answering phone calls.

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  Axiom Telecom

  Oct 2003 - Nov 2017

  Senior Team Leader-Vertu Operations

  Accomplishments:• Improved the Customer Satisfaction Index by 20% after implementing the A3 projects on reducing the overall workshop TAT.• Implemented the Claim Tracking System wherein managed to increase the revenue generation (average USD 25k annually) to minimize the claim rejection percentage by the OEM. • Provided the expertise by training/coaching/guiding the team when launching the new service center at New Delhi-India in 2012.• Completed the Service Supervisor Capability Program in 2016 conducted by department of Learning and Development at Axiom Telecom. • Drafted the departmental SOPs/KPIs for all functional levels based on SLAs. Responsibilities:• Assisting management in formulating long term strategies and business plans to enhance the Customer Satisfaction and Profitability of the Service Center.• Handling the after sales customer queries from the Trade Partners across the GCC countries via e-mails / phone calls• Handling the customer complains in a prompt and effective manner as per the company policies and practices.• Managing the quotation• Follow up the estimated jobs and progressing them upon receipt of their approvals.• Presenting the trainings to the team when new product/technology launched• Escalating the day-to–day Technical queries as well as customer feedbacks to the principal for continuous improvement.• Guiding the team to maintain the TAT as per the service level agreement with the principal.• Weekly/Monthly reports generation and sharing with the management/team on various analysis which relate to Volumes, TAT, Technical productivity, Repair compensation clams, QC, Repeat repairs etc... • Execution of the quality tools such as 5S, Kaizen and A3 problem solving methodology in the department with the line of Axiom Telecom improvement management system. Show less

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  Futong Infomation Industries Lanka (pvt) Limited

  Aug 2018 - Sept 2019

  Project Manager

  Assigned Tasks:3G/4G network upgrade RRU swapping Full site removalMinor civil works Network core insulation’s such as : Fiber/Ethernet cable laying,Patching,Soldering and Power level measuring etc..Responsibilities:• Completion of the assign sites within the TAT and achieve and exceed profit margins.• Verifying line items at POs/BOQs.• Preparing work schedules and allocating manpower based on assigned work scope.• Monitoring/Guiding teams to achieve daily/weekly targets.• Coordinating with sub-Contractors/ processing payments.• Transport/Accommodation arrangement for staff being worked in the field.• Coordinate with warehouse team to arrange required materials for prospective sites.• Documentation after accomplishing sites for processing( EPMS activities).• Responsible passing the Provisional Acceptance Test -PAT. Show less

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  Telephony Communication Technologies

  Jan 2020 - May 2020

  Customer Service cum Operations Executive

  Coordinating with Customers and Sub-Contractors via Phone, E-mail and group chatting.Preparing work schedules and allocating staff based on business priorities.Meeting arrangement with internal and external parties and sharing MOM with concernedparties.Coordinating with vendors/suppliers with respect to office maintenance etc..Keeping records of the office vehicles running charts, vehicle maintenance etc.Generating and sharing operational reports with management periodically. Show less

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  Dynamic AV Technologies (Pvt) Ltd

  Jun 2021 - Jul 2022

  After Sales Service Manager

  Managing end-to-end operation of Workshop, on-site breakdown and Annual Maintenance Contact divisions on products such as Public Address Systems, Conference Systems, Audio/Visual Mixing Consoles and Multimedia Solutions on brands such as JBL, TOA, Sennheiser, Behringer etc. Responsible on department’s day-to-day operation, meeting Sales Targets, Profit and Loss, admin activities and coordination with clients. Liaison with OEM’s and Suppliers on queries pertaining to Technical, Inventory and Logistic matters. Approaching new clients on promoting our products and services. Arranging product trainings, assist management on hiring and conducting staff appraisals Show less

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  Clear Image Technology LLC

  Nov 2022 - now

  Service Coordinator

  Providing tech support administration/coordination on printing solutions for bands such as HP, Ricoh, Konica, Kyocera and OkiSetting priorities, allocating manpower, scheduling and assigning service calls to field as well as workshop technicians.Dispatching technicians to respective sites based on service calls received from customersForecasting weekly/monthly spare parts requirement and placing orders.Maintaining customer base and keeping good relationship with clients to promote our products and services.Creating invoices, quotations and LPOs etc.Issuance of spare parts requested by technicians and replenishing their car kit stockTracking and monitoring end-to-end process of all service calls being logged in Synchro team field service management softwareManaging SLA’s and tech productivity and share /weekly/monthly operational data with the management.Reaching out customers, trade partners as well as suppliers by phone, emails etc Show less