Nilan Samantha Hewa Kandamby
Bendigo,VIC
Summary
Dynamic Associate Implementation Consultant with extensive experience in managing diverse SaaS projects, ensuring seamless client onboarding, and maintaining excellent customer satisfaction. Successfully streamlined complex SaaS solutions for over 100 clients, resulting in a 30% reduction in implementation time through the efficient use of platforms such as Zoho and Salesforce. Skilled in navigating complex environments to implement effective solutions with a strong focus on client satisfaction and operational efficiency. Developed expertise in project management, client communication, and data analysis within a collaborative and fast-paced setting. Excited to transition into a new field and apply transferable skills in a versatile and impactful manner.
Overview
14
14
years of professional experience
Work History
Associate Implementation Consultant
OrangeHRM
03.2021 - Current
- Managed (design, develop, test, deploy) integration projects with 3rd party applications such as payroll systems, onboarding document management systems (321 Forms), Bizpay (Jamaica), QuickBooks
- Managed the UAT process by guiding the client through the process
- Managed the complete implementation life cycle including requirement gathering, configuration, testing, deployment, training and support
- Gathered business requirements and configured the SaaS application to meet the client's HCM business needs including, Leave/Time Management Talent management Recruitment management Contributed to user guides and software documentation
- Planned and conduct online and on-site training to top-tier SaaS/on-site clients
- Managed internal training
- Mentored junior team members
- Identified issues, bugs in the system, documented and reported to the product team
- Identified missing features and recommend alternative solutions
- Managed projects with multiple team members from different teams to deliver the product on time and budget
- Contribute to creating user guides and software documentation
- Become a trusted advisor for our clients and advocate for their needs
- Prepare project plans, meeting minutes, status updates to effectively deliver projects
- Aid the sales organization in pre-sales activities to win new business
- Understanding client requirements to provide better solutions within the software
- Ensuring customer satisfaction by assisting to solve customer inquiries through Zoho ticketing platform
- Assisted with process improvement such as product delivery and training processes
- Facilitated over 50 client software implementations annually, ensuring seamless transitions and achieving a customer satisfaction rate of 95%, while leveraging tools like Zoho CRM for effective project tracking and communication
- Integrated complex SaaS solutions for over 100 diverse clients, streamlining deployment workflows and achieving a 30% reduction in implementation time, utilizing platforms such as Zoho, SalesForce for project coordination
Provisioning Administrator
Exetel Communications (Australia)
07.2019 - 03.2021
- Liaising with various external wholesale suppliers such as NBN/Optus/ Telstra / Opticom /LBN/ Open networks
- Handling Inbound & Outbound Customer Calls
- Ticket creation/updating verbal/written communication with suppliers & Customer communication
- Handling customer emails and complaints
- Having excellent communication among the internal teams
- Having a thorough knowledge of the NBN Fiber infrastructure and service classes
- Having a good understanding of ADSL installation
- Liaising with wholesale suppliers regarding PSTN to VOIP conversions
- Handling Small to Medium scale Business & Residential internal escalations
- Ensuring customer satisfaction by assisting to solve customer's query
- Handling customer complaints & reviews on Trustpilot & other platforms
- Streamlined the provisioning process of telecommunication services by integrating automated tools, resulting in a increase in order processing efficiency and a significant reduction in manual errors
Business Development Executive/Airport Supervisor
Colombo Handling Pvt Ltd / Sri-Lanka Executive Aviation Services Pvt Ltd
04.2016 - 03.2019
- Contribute to the company's sales by Generating, developing sales strategies, Cost reduction and pricing
- Excellent Vendor and customer relationship management
- Obtaining customer satisfaction using google forms or manual forms for flight crew for product development
- VVIP & VIP Passenger Handling
- Handling all flight needs and liaison with fuel suppliers, catering companies and all Domestic and International suppliers
- AIS flight plan filing and checking for NOTAMS, MET and crew brief
- Pre Flight work - understanding customer requirements and offering best possible cost options and obtaining Permits/Slots and other clearances on behalf of the customer
- Underwing and Over wing handling - Tailor made Handling and Supervision whilst assuring safety of Aircraft/Passengers/Baggage & Cargo
- Post Flight work - Liaison with Destination/Origin agents for Gen Decs and MVT's to ensure smooth transition for arrival
- Identification of processes & creating Flow charts & SOP's
- Checking and attending customer requests to ensure high product satisfaction
- Forged strategic partnerships with key aviation industry stakeholders, resulting in a 25% increase in service contracts and expanding Colombo Handling Pvt Ltd's market presence across international airports
Senior Sales/ Cargo Executive
EVA AIR
10.2012 - 04.2016
- Sales, Marketing, Track and Trace, Booking and shipment follow ups
- Liaise with customers for sales & obtain feedback on the development of sales strategies and product alignment to better serve customer requirements
- Liaise & communicate with overseas Head Offices & request for Ad-hoc rates
- Experience in Negotiating Rates
- Experience in Cargowing Cargo system
- Experience in Booking, Invoicing, and Data Entry into Cargo system
- Experience in business development
- Basics of Amadeus Altea system
- Negotiated and secured key airline partnerships, driving a 15% increase in international shipping volume by efficiently liaising with global stakeholders and utilizing the Cargowing Cargo system for accurate data management
Cargo Officer
Cargolux Airlines/ Airarabia Cargo/ ThaiAirasia Cargo
06.2011 - 09.2012
- Sales, Marketing, Track and Trace, Booking and shipment follow ups
- Coordinating with customers for sales and Have undergone Cargo Handling training in DUBAI (UAE) at Cargolux Airlines
- Liaise & communicate with overseas Head Offices of the above-mentioned Airlines
- Experience in Flight load planning
- Experience in Airport Warehouse & Flight ground handling (A320 Aircraft)
- Experience in E-champ cargo system
- Experience in booking/data entry to Cargolux system
- Streamlined cargo operations, leading to a 15% increase in efficiency through the utilization of E-champ cargo system and innovative load planning strategies
Education
Executive Master's - Business Administration
Asian College of Management
General Certificate Exam (A/S Level) -
GCE A/S Level (Edexcel London)
01.2011
General Certificate Exam (Ordinary Level) -
GCE Ordinary Level Exam
01.2007
Skills
- Adaptability
- Effective communication with different types of people
- Challenge handling
- Independent work
- Teamwork capabilities
- User acceptance testing
- Software implementation
- ERP implementation
- Solution design
- Implementation management
- Requirements gathering
- Training delivery
- User documentation development
- Configuration management
- Stakeholder management
- Online training services
- Business analysis
- Customer support
- Project management
- Client management
Timeline
Associate Implementation Consultant
OrangeHRM
03.2021 - Current
Provisioning Administrator
Exetel Communications (Australia)
07.2019 - 03.2021
Business Development Executive/Airport Supervisor
Colombo Handling Pvt Ltd / Sri-Lanka Executive Aviation Services Pvt Ltd
04.2016 - 03.2019
Senior Sales/ Cargo Executive
EVA AIR
10.2012 - 04.2016
Cargo Officer
Cargolux Airlines/ Airarabia Cargo/ ThaiAirasia Cargo
06.2011 - 09.2012
General Certificate Exam (A/S Level) -
GCE A/S Level (Edexcel London)
General Certificate Exam (Ordinary Level) -
GCE Ordinary Level Exam
Executive Master's - Business Administration
Asian College of Management
Locations
- Colombo, Sri Lanka
- Dallas, United States
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