Vinoka Fernandopulle - MBA, BSc, HDip

Experience

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  Etisalat Lanka (Private) Limited

  Feb 2013 - Jan 2018

  Eminent Feats • Curtailed liabilities & bad debts to 120 days via recovering LKR 87Mn bad debt. • Won the ‘Employee of the Month’ award for department’s best performance.JDIncrement Revenue• Driving sales targets and lead the incremental revenue in SME base while identifying new business opportunities.• Manage product and pricing decisions liaise with Marketing department to meet customer requirement and capacity• Analyzing industry behavior and market trend to propose new channels of revenue.¾ Retaining Corporates / Customer Relations• Maintain a sustainable relationship with customers.• Develop new strategies to retain customers by introducing different loyalty schemes.• Analyze and identify deserving customers to upgrade to better segments.• Actively engage in up-selling and cross-selling of services.• Engage in activities which are not technically supportive on computerized systems to retain the customers.• Attending to customer complaints and coordinating with departments.• Dealing with all escalated complaints and enquiries efficiently and effectively playing strategic manager’s role in dealing with escalated customer complaints and ensured the prompt resolution of disputes.¾ Credit Management of Corporate Base (approx. 4000 a/c)• Handling a corporate base over 4000 accounts and over 80k connections giving each of them personalized treatments.• Developing customized strategies to manage credit risk of each corporate based on their payment behavior• Building a close business relationships with the corporates to carry out a smooth cash collection with less payment disputes.• Analyze monthly usage of each corporate and send reminders in their preferred mode.• Segmenting a corporates based on their corporate value/ business hierarchy / payment patterns/ monitoring methods.• Closely coordinate with the corporate sales team and marketing to work on best fit products/ offerings suitable for them to carry out their internal processors. Show less • Coordinating with Advertising agencies through Sales teamo Preparing media proposals to agencies o Preparing new business proposals / project proposal to clientso Planning the marketing campaign for all TV programso Coordinate with the production team and Marketing and prepare programme proposals. o Organize events to facilitate and maintain good business relationships with clients. • Carrying out Market Research o Conduct and analyze basic researches related to CSN and Singha Radioo Analyze monthly performance of Singha FM (LMRB - RAP Software) [sister company of Carlton Sports Network]o Based on analysis proposing new developments in programmes and channels. • Actively engage in promotional Activitieso Handling promotional activities of CSN.o Handling media sponsorships of CSN and relevant branding during the evento Coordinate with promotion department and organize marketing events.o Supervising promotional items and press campaigns of CSNo Dealing and coordinating with suppliers. In addition, • I was appointed as the acting promotional department head [after completing my 5 months MT Programme] to carry out two main Events of CSN. i.e; Carlton 7’s Opening ceremony featuring Sean Kingston and Taio Crusze. • I was held responsible for the two world recognized celebrities, to fulfill their green room requirements during the time of concert. • The concert was a major success and we were able to gather over 15000+ crowd and all tickets were sold out. • All the marketing campaign from ticket to TV/ Press/ hoardings were done with my close supervision. • Actively engaged in organizing the event, coordinating with other Authorities.  Colombo Night Races (CNR)• Initiating the marketing campaign ticket design to TV commercial teasers to Press, Radio• Actively engaged in organizing the event, coordinating with other Authorities. Show less

  • Assistant Manager - Business Customer Relations

    Nov 2015 - Jan 2018

  • Management Trainee - Marketing & Event Manager

    Feb 2013 - Nov 2015
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  Freelance

  May 2014 - Jan 2018

  Fashion Designer

  Ranked amongst the top 20 Designers of Zainab Amara & won the up/ coming Fashion Designer of the year in 2014.

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  LAUGFS Gas

  Jan 2018 - Nov 2021

  Customer Relationship Manager

  Eminent Feats • Developed an entire online order platform along with the IVR call center.• Performed a supplier VSM & improved efficiency by 11%.JD• Designing strategies to improve customer relations and defining service levels to ensure the consistency in customer satisfaction and generate repeat purchase for overall products under LAUGFS GAS umbrella.• Concept development and planning the centralized LAUGFS GAS CRM & Damage control system. • Liaising with IT department to automating call center operation.• Assist sales team in business acquisitions, planning, retention and management. • Introduction of online and digital ordering platform.• Understanding and analyzing the industrial behavior and propose new channels to enhance customer relationship, Introduction of fully automated interactive voice recording and WhatsApp ordering platform.• Negotiate and manage agreements through business contract process.• Manage and train resources to ensure quality and consistency of service to customers.• Handle client issues throughout the implementation life cycle in a timely and accurate fashion.• Developing and implementing customer service policy for the entire organization. Show less

• 

  DECATHLON SRI LANKA

  Nov 2021 - now

  Eminent Feats • Curtailed production lead time from 28 - 17 days, which is the fastest & best time recorded in the last 5 years & enhanced Watersport segment turnover by 48% within a span of 2 years, making this is the largest contributor.• Developed 3 KPI dashboards for data-driven insights & decision making, focusing on performance, HR & operations, resulting in identifying areas of improvement for cost reduction.• Led the supplier initiative to convert the entire production to 100% renewable energy.JD• Responsible for building the Watersport portfolio via managing three key KPIs throughout the product life cycle, taking strategic decisions, & diversifying the portfolio whilst ensuring brand growth & sustainment. • Part of the ERP to SAP system migration team & accountable for the entire value chain of Decathlon garments from business acquisition thru to delivery.• Lead the Economical KPIs encompassing annual turnover/ performance (32% of overall SL business), new business development & business growth/ sustainability. • Lead the Operational KPIs consisting of supply, product development & quality. • Lead the Human KPIs comprising of team competence, training, mentoring, people management & strategic skills development initiatives. • Responsible for managing ‘Crystal Martin’ the biggest supplier of Decathlon products in Sri Lanka.• Serving as the contact person for the brand’s other portfolios such as Outdoor Sports, Cricket Garments, Cardio Sports, Etc. • Establish & maintain a KPI Dashboard to drive performance across delivery, efficiency & quality.• Generate and maintain appropriate operating policies and procedures for production Show less • Responsible for the entire ‘Athletics Wear’ project from manufacturing through to delivery to clients in Europe.• Managed the project performances from revenue to delivery on time.• Collaborated efficiently with production, component suppliers & other internal stakeholders to ensure effective supply chain process.• Prepared forecasts based on current sales trends & aligned resources/ inventories to cater to demand.• Worked closely with SAP system to manage resources.• Strategized to efficiently use production & logistics capacities to optimize cost benefits.• Met sustainability targets in light of environmental impacts to supply chain & solid planning. • Implemented continuous improvement strategies to improve operational efficiency & productivity.• Negotiated prices for raw material & delivery with suppliers, vendors &/or shipping companies.• Monitored/ assessed supplier performance to meet quality & delivery requirements; identify/ qualify new suppliers in collaboration with other departments. Show less

  • Production Team Manager - Watersports

    Nov 2022 - now

  • Production Team Manager - Supply Chain

    Nov 2021 - Nov 2022