Darshana Silva

Experience

• 

  Dialog Axiata PLC

  Nov 2005 - now

  • Managing the overall product development roadmap for Home Broadband Business unit, as well as governing the CRM IT funnel associated with HBB products. Coordinate with various shared resources, including OCS, PCRF, Digital Channels, RH, and WOM, to ensure seamless integration and alignment with the HBB product strategy.• Conducted effective market research to identify trends, customer needs, and potential areas of growth, enabling the organization to make informed product development decisions and meet customer demand.• Developed product strategies that aligned with overall business objectives, resulting in increased revenue and profitability for the organization.• Collaborated with cross-functional teams to design, build, and launch new products effectively, resulting in improved customer satisfaction and market competitiveness. Show less • Conducted extensive market research and competitor analysis, resulting in a thorough understanding of customer needs and market trends, and enabling the organization to develop products that meet customer needs.• Collaborated effectively with cross-functional teams to develop and launch new fiber broadband products, resulting in increased revenue and customer satisfaction.• Developed and executed effective product marketing plans and strategies, resulting in increased product awareness, lead generation, and sales, and driving overall business growth. Show less • Successfully managed and monitored the overall performance of 130+ franchise outlets, ensuring compliance with established standards and procedures, resulting in increased revenue and profitability for the organization.• Successfully oversaw the execution of service agreements between respective business partners and Dialog, ensuring that all contractual obligations were fulfilled, resulting in enhanced business partnerships and improved customer satisfaction.• Collaborated closely with multiple stakeholders across the organization and with business partners to ensure a complete understanding of business requirements and expectations, resulting in the effective implementation of strategies and initiatives.• Efficiently monitored and executed the franchise partner payment process - a monthly basis, ensuring accuracy and timely processing of payments, resulting in improved financial management and accountability.• Prepared and reported comprehensive performance dashboards to franchise business partners and management team, providing valuable insights into the performance of franchise outlets and facilitating data-driven decision-making for the organization. Show less • Successfully managed all customer experience and service integration projects for new product and service launches, resulting in a seamless customer experience and increased customer satisfaction.• Developed and implemented project plans for new product launches, ensuring all action items were captured and completed on time, resulting in successful product launches and improved time-to-market.• Oversaw the requirements, gaps analysis, training and development, and implementation of new products, services, and processes, resulting in increased efficiency and effectiveness of business operations.• Collaborated closely with upper management to drive strategy through the development and implementation of new processes, resulting in improved business performance and overall growth. Show less • Successfully implemented an automated churn dashboard by gathering information from CRM systems and analyzing customer pain points, resulting in a significant reduction in customer churn.• Proactively identified new business practices and recommended modifications to existing practices to reduce the risk of customer cancellation/churn.• Successfully developed and implemented a "save process" across all customer touchpoints, resulting in improved customer relations and increased customer retention rates. Show less • Led the development and implementation of policies and objectives for complaint-handling processes, ensuring continual improvement of the process to enhance customer satisfaction and retention across all four business units of the company.• Provided guidance and support for the capture, resolution, and monitoring of customer complaints, assigning PPIs, and setting threshold levels for reporting based on previous performance.• Revamped audit criteria and conducted monthly audits to cleanse the CMU database, delivering system administration and maintenance for the entire group. Published SMS survey findings and cost analysis for complaint management, initiating corrective actions for negative customer responses. Show less

  • Product Development Consultant - Fixed Broadband Business

    Feb 2023 - now

  • Assistant Product Manager - Fiber Broadband Business

    Mar 2022 - Jan 2023

  • Partner Management Specialist

    Mar 2020 - Mar 2022

  • Senior Executive – Process Excellence and Service Integration

    Feb 2017 - Feb 2020

  • Senior Executive - Group Loyalty and Customer Engagement

    Mar 2015 - Feb 2017

  • Co-ordinator - Retention Management

    Mar 2012 - Mar 2015

  • Executive - Complaint Management

    Nov 2009 - Mar 2012

  • Officer - Customer Relations

    Oct 2007 - Nov 2009

  • Contact Center Consultant

    Nov 2005 - Oct 2007