RIDMA UPAMALI
Summary
Results-driven Project Coordinator with solid background in coordinating and managing service operations. Possessing proven track record in effective scheduling, dispatching personnel and managing inventory for optimal performance and customer satisfaction. Highly organized, team-oriented professional with exceptional communication skills. Smart and responsible liaison with strong interest in fostering communication and collaboration. Proactive in identifying issues with utmost confidence in practical solutions. Highly motivated and determined to make meaningful contributions to organization.
Overview
11
11
years of professional experience
Work History
Telecommunication Project/Field Service Coordinator
EX3COM Pty Ltd
01.2023 - 01.2024
- Improved customer satisfaction by addressing and resolving field service issues promptly and effectively.
- Managed scheduling and dispatch of field service technicians, ensuring timely onsite support for clients.
- Coordinated with NBN and Telstra telecommunication and Networking clients regarding project progress reports and updates.
- Increased efficiency by streamlining coordination processes and implementing new organizational systems.
- Managed project timelines for successful completion, ensuring milestones were met and deadlines were adhered to.
- Carries out specialised design and support functions in telecommunications engineering including optimisation and performance monitoring of telecommunications networks
- Developing and recording logs of the details, locations and status of inventories, parts, equipment and instruments and maintaining the documentation of communication policies, procedures, guidelines and regulations, and quality standards.
- Analyse NBN and Telstra design maps of Networking and Telecommunication work and advice technicians accordingly and planning the development of customer access telecommunications network infrastructure.
- Liaising with vendors, suppliers, service providers and external resources and monitoring contractual obligations and performance delivery.
- Coordinate with onsite technician on day today basis to get project updates, defect rectification, troubleshoot onsite issues, and risk management.
Service Coordinator
BMW Doncaster
11.2021 - 12.2022
- Conduct both inbound and outbound communication to make service bookings
- Communicate with Service advisors and technicians on daily basis to assist customer
- Maintain the company standards and policies according to the company vision
- Communicate and coordinate with the technicians, subcontractors, other third-party service providers to achieve weekly and monthly goals.
- Enhanced customer satisfaction by efficiently addressing and resolving service issues.
- Streamlined service coordination processes for improved team productivity and response times.
- Managed a high volume of client requests, ensuring timely and effective service delivery.
- Collaborated with cross-functional teams to optimize service operations and improve client experiences.
- Developed comprehensive service plans tailored to individual client needs, resulting in high levels of satisfaction.
- Oversaw the scheduling and dispatching of technicians, maximizing efficiency and minimizing delays in service delivery.
- Implemented quality control measures to ensure consistent standards across all services provided.
- Conducted regular performance reviews for technicians, providing feedback and support for professional development.
- Maintained accurate records of all service activities, facilitating smooth communication between clients and technicians.
Project Coordinator
Riyon Civil Comms Pty Ltd
01.2018 - 08.2021
- Coordinating with NBN and Telstra based telecommunication, networking, and civil construction clients in day today basis while collaborating with stakeholders to define clear project goals, leading to consistent alignment with expectations throughout the process.
- Attending to system inductions to provide training to internal technicians and subcontractors.
- Decreased project completion times by efficiently prioritizing tasks and delegating responsibilities to team members.
- Gathering Requirements to create a new auto mated payment and invoice system along with updating the current company website
- Research for potential system developers and interview them to find the best system solution for our company
- Analyse NBN and Telstra design maps of Networking and Telecommunication work and advice technicians accordingly
- Communicate and coordinate with the technicians, subcontractors, other third-party service providers to achieve weekly and monthly goals
- Conflict management with service providers, subcontractors, employees, and other stakeholders.
- Enhanced team collaboration through regular meetings, fostering a positive work environment for increased productivity.
- Streamlined project management processes by implementing new organizational tools and software.
- Improved client satisfaction with timely updates and transparent communication throughout the project lifecycle.
- Identified potential risks and developed mitigation strategies to minimize disruptions to project timelines.
Data Entry Executive
Techwalker Holdings
09.2015 - 09.2016
- Regular data entry and system management
- Client information and profile management.
Operations and Menu Encoding Coordinator
Leapset Pvt Ltd (Currently known as Sysco Labs)
01.2013 - 01.2015
- Coordinate with international customers virtually and resolve issues related to the POS systems
- Managing customer requests via CRM systems (Salesforce and ZOHO)
- POS Menu Encoding: Once a menu received from the operator menu will be encoder in a excel spread sheet as per Leapset guidelines and clients' requirements
- Leading the menu encoding team with required guidance
- Provide training to new team members and monitor their quality of work
- Create self-guiding instruction manuals to facilitate the team members
- Buzz Table Layouts: Design the restaurant layouts in POS system
- Testing of technical POS issues.
- Developed innovative solutions to complex problems, resulting in improved organizational performance.
Education
Diploma and Advance Diploma in Leadership Management -
BARKLY INTERNATIONAL COLLEGE
Melbourne, VIC07.2021
Masters - Information Technology Project Management -
SWINBURNE UNIVERSITY OF INFORMATION TECHNOLOGY
Melbourne, VIC03.2018
Bachelors of Eng. Degree - Computer Networking And Communications Technology -
COVENTRY UNIVERSITY
United Kingdom01.2015
Diploma and Higher Diploma in Computer, Electrical and Communication -
AUSTON INSTITUTE OF MANAGEMENT CEYLON LIMITED
Sri Lanka03.2012
Diploma in Information and Communication Technology -
ASIA PACIFIC INSTITUTE OF INFORMATION TECHNOLOGY (APIIT) LANKA
Sri Lanka01.2011
Skills
- Resource Allocation
- Decision Making
- Scheduling Coordination
- Conflict Resolution
- Technical Troubleshooting
- Proficient in MS Word, Excel, PowerPoint, Project, & Visio
- Excellent in system designing/planning using object oriented & other diagrams
- Competent in using various project management tools & methodologies
- Excellent in using CRM tools (ZOHO & Salesforce)
- Extensive formal email writing
- Customer Service
- Vendor Relations
- Project Management
- Attention to Detail
Languages
English
English
English
volunteering history
- Hawthorne Victoria Garden Nursing Home for Elders and Special Needs: Volunteered as a care person
- Mont Albert Manner Nursing Home for Elders and Special Needs: Volunteered as a care person
- Taking care of elders including feeding, giving baths, cleaning their rooms, and conducting entertainment activities
university projects
- IS/IT Final Research Project on "How to Improve mHealth Applications" Development Process: Hospital Point of Care
- Boeing 777 Project Analysis
- System Acquisition and Implementation Management: Case Study of ICS Organization and CRM Implementation
- IS/IT Risk Management Case Study of MEDICA Health Organization
- Data gathering and manipulation using various research methods to understand current usage of mobile health application in this era, importance of Health applications, identify and critically analyses existing development and implementation issues, and propose potential solutions and improvement possibilities.
- Analysis of the organisational and managerial approaches and theories in leadership and management of complex project environment.
- Problem identification of the former system of the organization via data manipulation and critical thinking. Solution: System requirement gathering and planning for CRM system implementation with a detailed feasibility study.
- Identification of potential threats and vulnerabilities of the information system of MEDICA which will affect the reputation, organization culture, and revenue. Risk mitigation planning to prevent identified threats and vulnerabilities.
references
Available Upon Request
Timeline
Telecommunication Project/Field Service Coordinator
EX3COM Pty Ltd
01.2023 - 01.2024
Service Coordinator
BMW Doncaster
11.2021 - 12.2022
Project Coordinator
Riyon Civil Comms Pty Ltd
01.2018 - 08.2021
Data Entry Executive
Techwalker Holdings
09.2015 - 09.2016
Operations and Menu Encoding Coordinator
Leapset Pvt Ltd (Currently known as Sysco Labs)
01.2013 - 01.2015
Diploma and Advance Diploma in Leadership Management -
BARKLY INTERNATIONAL COLLEGE
Masters - Information Technology Project Management -
SWINBURNE UNIVERSITY OF INFORMATION TECHNOLOGY
Bachelors of Eng. Degree - Computer Networking And Communications Technology -
COVENTRY UNIVERSITY
Diploma and Higher Diploma in Computer, Electrical and Communication -
AUSTON INSTITUTE OF MANAGEMENT CEYLON LIMITED
Diploma in Information and Communication Technology -
ASIA PACIFIC INSTITUTE OF INFORMATION TECHNOLOGY (APIIT) LANKA
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