Merenchige Evan Euresh Dharmasena
Riga,Latvia
Summary
Driven and accomplished Process Improvement Manager adept at identifying inefficiencies and implementing strategic solutions. Strong analytical and communication skills combined with extensive experience in high-profile project management and team leadership. I am committed to fostering continuous improvement and delivering measurable results.
Overview
3
3
years of professional experience
6
6
years of post-secondary education
Work History
Process Improvement Manager
TELUS Digital
Riga, Latvia
04.2024 - 04.2025
- Defined and executed strategic improvement initiatives to enhance organizational efficiency and performance while maintaining continuous engagement of senior stakeholders
- Established governance structures and measurable KPIs, driving accountability and ensuring projects met or exceeded expected outcomes
- Identified bottle-necks, reduced waste and allocated resources to the right teams to drive smoother cross-functional collaboration and reduce overall time spent on manual tasks.
- Awarded Top Innovator for 2024
- Main Point Of Contact for ground-breaking AI product scaling project, driving excellent cross-functional collaboration, analyzing complex business processes, and uncovering opportunities for strategic improvement, efficiency gains, and scalability.
- Upskilling team members site-wide into adopting new products with clear-cut processes and systematic feedback loops focusing on customer satisfaction and customer journeys.
Subject Matter Expert
TELUS Digital
Riga
10.2023 - 04.2024
- Data analytics and making data-driven decisions to improve existing processes
- Managing large teams of support agents via expert product knowledge to meet company KPIs
- Taking ownership of product-based decisions and collaborating with multiple departments
- Developed training materials and conducted workshops to ensure that teams have the right skills and knowledge to succeed
- Researched, analyzed, and identified new improvement opportunities, resulting in the growth of positive results for Q4 2023
- Developed and implemented innovative solutions that improved operational efficiency of support agents
Advertiser support
TELUS Digital
Riga
02.2023 - 10.2023
- Ensure clients have thorough understanding of policies and guidelines, enabling them to operate within the platform while conducting honest and successful business
- Providing valuable insights and recommendations on marketing and advertising strategies to scale customer business to 100%
- Provided support in case of any compromises or technical issues, working diligently to resolve them promptly and maintain secure and seamless experience for clients, obtaining the highest customer satisfaction ratings
- Assist clients in leveraging analytical tools provided by the platform
- I guide them in utilizing these tools effectively to monitor website traffic, gain valuable insights into their audience, and make data-driven decisions that enhance their online presence and drive growth
Customer Success Associate
Supliful
Riga
05.2022 - 10.2022
- Successful cold calls with potentially high-performing clients and closing their deals
- Project management of large-scale clients via excellent communication and friendly attitude
- Created simple Branded Customer support from scratch for larger-scale clients to support their customer base
- Built personal relationships and made sure clients brought in revenue
- Prepared data analytics and highlighted areas of improvement for more significant revenue growth
- Guided potentially successful clients from Day 1 to Launch date within the business model using an in-house road map
Education
Master of Industrial Engineering and Management - Business Process Improvement
Technical University
09.2022 - 06.2024
Bachelor of Science - Mechanical Engineering
Technical University
09.2018 - 06.2022
Skills
- Management of Changes
- Process Analysis
- Business Process Improvement
- Communication Skills
- Project Management
- Customer Relationship Management
- Business Analytics
- Customer Experience
- Leadership
- Task Management
- Critical Thinking
- Decision-Making Skills
- Analytical Thinking
Languages
English
Native
Sinhala
Native
German
Elementary (A2)
References
References available upon request.
Timeline
Process Improvement Manager
TELUS Digital
04.2024 - 04.2025
Subject Matter Expert
TELUS Digital
10.2023 - 04.2024
Advertiser support
TELUS Digital
02.2023 - 10.2023
Master of Industrial Engineering and Management - Business Process Improvement
Technical University
09.2022 - 06.2024
Customer Success Associate
Supliful
05.2022 - 10.2022
Bachelor of Science - Mechanical Engineering
Technical University
09.2018 - 06.2022
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