Dilumi Hansika
Bentley,WA
Summary
Dynamic Retail Business Analyst with a proven track record at Dialog Axiata PLC, excelling in business requirements and process improvement. Adept at data analysis and project management, I drive efficiency and enhance customer experiences through strategic initiatives and effective collaboration. Recognized for delivering impactful solutions and fostering team development.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Retail Business Analyst
Dialog Axiata PLC
Colombo, Sri Lanka
08.2018 - 04.2024
- Developed detailed business requirements documents for project initiatives.
- Analyzed business processes to identify areas for improvement and efficiency.
- Collaborated with cross-functional teams to gather and document requirements.
- Facilitated workshops to elicit stakeholder feedback and ensure alignment.
- Created process flow diagrams to visualize current and future state processes.
- Conducted market research to support strategic decision-making efforts.
- Assisted in user acceptance testing to validate system functionality and performance.
- Provided training and support for end-users on new systems and processes.
- Managed projects and served as primary liaison between client and multiple internal groups to clarify goals and meet standards and deadlines.
Assistant Retail Experience Center Manager
Dialog Axiata PLC
Colombo, Sri Lanka
04.2014 - 07.2018
- Managed daily operations of customer service center to ensure efficiency.
- Supervised team members, providing training and support for skill development.
- Implemented process improvements to enhance customer experience and service delivery.
- Coordinated scheduling and staffing to meet operational demands and service levels.
- Resolved customer complaints through effective communication and problem-solving strategies.
- Developed training materials to onboard new staff and enhance service quality.
- Monitored key performance indicators to assess team performance regularly.
- Collaborated with cross-functional teams to align on business goals and initiatives.
Customer Experience Associate
Dialog Axiata PLC
Colombo, Sri Lanka
09.2011 - 03.2014
- Assisted customers with inquiries and provided product information.
- Managed customer feedback and resolved issues promptly.
- Collaborated with teams to improve service delivery processes.
- Trained new associates on customer service protocols and tools.
- Conducted surveys to gather insights on customer satisfaction levels.
- Utilized CRM software to track customer interactions and preferences.
- Developed training materials to enhance team knowledge and skills.
- Implemented best practices for maintaining a positive customer experience.
- Resolved customer complaints quickly and professionally.
Education
Professional Graduate Diploma - Level 7 - Strategic Management
Buckinghamshire New University
United Kingdom12-2022
Higher National Diploma - Level 5 - Business Management
Buckinghamshire New University
United Kingdom01-2021
Masters of Commerce - Finance
Curtin University
Perth, WASkills
- Accounting fundamentals
- Advanced Microsoft Excel
- Process Improvement
- Data analysis
- Budgeting and forecasting
- Market research
- Project management
- Data visualization tools
- Financial modelling
Certification
- Lean Six Sigma Yellow Belt - Dialog Academy 2021
Accomplishments
- FBL Postgraduate High Achievers Program - Curtin University - 2025
Languages
English
Professional
Sinhalese
Native/ Bilingual
References
References available upon request.
Timeline
Retail Business Analyst
Dialog Axiata PLC
08.2018 - 04.2024
Assistant Retail Experience Center Manager
Dialog Axiata PLC
04.2014 - 07.2018
Customer Experience Associate
Dialog Axiata PLC
09.2011 - 03.2014
Professional Graduate Diploma - Level 7 - Strategic Management
Buckinghamshire New University
Higher National Diploma - Level 5 - Business Management
Buckinghamshire New University
Masters of Commerce - Finance
Curtin University