Sanjaya Fernando

I am a very organised and detail-oriented person with over 15 years' work experience in operation management, customer service, complaint handling and team management. I've earned my Masters in Business Administration and have strong strategic planning and communication skills. As an operations manager, optimising business processes is very important to me, as is manager and employee relationships. When strategizing to improve processes, the employees are a priority. As a customer service focused business, employee job satisfaction is an important aspect when delivering high standard customer service. These improvements emphasise communication and help support a positive work environment. Through strong leadership, I have implemented these processes successfully. Throughout the course of my long career, I have perfected the ability to manage relationships across all levels within highly diverse organisations. I also have good analytic and negotiation skills used over the years. I have expert knowledge in handling customer complaints from start to end and providing final resolutions. My level of high attention to detail helps identify key information to provide the right resolution to problems. I am a team player with good interpersonal and motivational skills. In my current role, I have experience in invoicing and credit control. I have also experience in issuing money claims, litigation and managing collections process. With my current employer, I created a hiring and training program to improve the talent of the workforce for my company. Using my strategic and creative skills, I wrote content for the job description, reviewed applications, and interviewed each job candidate. I have strong interpersonal capabilities which help me find exceptional candidates and assess whether they fit into the company culture. By making our hiring process more effective and providing better training resources, the company gained greater employee retention rates. I have experience in staff training and completing monthly and yearly performance reviews for them. I have experience in managing KPI’s and preparing management information reports.