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Jude De Silva

Jude De Silva

Followers of Jude De Silva809 followers
location of Jude De SilvaSan Diego, California, United States

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  • Timeline

  • About me

    Contact Center Operations Director

  • Education

    • St. Benedict's College - Colombo, Sri Lanka

      -
      Advanced Level Accounting and Business/Management

    • Associated Technical College-Los Angeles

      -
      Emergency Medical Technicial/Medical Assistant Health/Medical Physics

    • Pivotol Resources

      2006 - 2007
      Six Sigma Green Belt Certification Process Improvement

    • Incoming Customer Management Institute

      2006 - 2007
      CIAC Certified Operations Manager Call Center Management

      CIAC Certified Call Center Manager:• Customer Relationship Management• People Management• Leadership and Business Management• Operations Management

  • Experience

    • AIG - 21st Century Insurance Company

      Aug 1997 - Sept 2009

      Managed inbound/outbound Insurance sales teams of agents (100), supervisors and support staff in two centers: Recruiting, coaching, performance management, systems, reports, wfm, CRM, projects.Started a new center in Texas from ground up and built up to 100 agents.Project Management - Helped to develop new CRM, Helped to develop agent/team scorecard. Managed Six Sigma projects. Managed WFM. Managed 15-18 Call Center Licensed Insurance Agents. Managing all aspects of a team from hiring, coaching, performance/Quality management, reports and evaluations. Handled escalated client calls. Develop and train Sevice and sales agents systems and processes and guidelines

      • Call Center Sales Manager 2

        Aug 2004 - Sept 2009

      • Call Center Sales Supervisor

        Apr 2001 - Aug 2004

      • Sr. Training Specialist

        Aug 1997 - Mar 2001

    • FSC

      Oct 2009 - Aug 2011

      Client Support Call Centers - Client Training - Account Management.

      • Director - Customer Support Operations

        Oct 2010 - Aug 2011

      • Customer Technical Support Manager

        Oct 2009 - Nov 2010

    • One Call Care Management

      Jun 2012 - Jan 2017
      Director - Call Center Service Operations/Site Leader

      Director/Site leader -150 seat Call Center Operation Center.

    • CoverHound

      Jan 2017 - Apr 2018
      Senior Director Service and Sales Call Centers

    • Wawanesa Insurance

      Mar 2019 - now
      Sales Department Manager

      Sales Operations Leader

  • Licenses & Certifications

    • Master Coach

      Richardson Consulting

    • Six Sigma Greenbelt

      Pivotal Resources
      Mar 2008
      View certificate certificate

    • CIAC Certified Operations Manager

      ICMI
      Jun 2006
      View certificate certificate

    • Property & Casualty Insurance License

      California Department of Insurance
      Oct 2000

  • Volunteer Experience

    • Volunteer - Prepare food packages

      Issued by Los Angeles Regional Food Bank on Dec 2012
      Los Angeles Regional Food BankAssociated with Jude De Silva

    • Volunteer - Help build homes

      Issued by Habitat for Humanity International on Jan 2008
      Habitat for Humanity InternationalAssociated with Jude De Silva

    • Volunteer

      Issued by Food On Foot on Feb 2009
      Food On FootAssociated with Jude De Silva

    • Genesis Open Volunteer

      Issued by Tiger Woods Foundation on Feb 2017
      Tiger Woods FoundationAssociated with Jude De Silva