Hi, I’m
Vikum Amarasinghe
Mulgrave,VIC
Summary
Team Leader and Customer Service Specialist with over 10 years of experience managing high-performing teams in the utilities and telecommunications sectors. Skilled in stakeholder management, performance appraisals, and driving continuous improvement initiatives. Proven track record of enhancing customer experience, resolving complex issues, and implementing innovative solutions to streamline processes and exceed targets.
Results-driven case management professional with track record of effective client advocacy and support. Experienced in conducting thorough assessments and creating individualized care plans to meet client needs. Collaborates seamlessly with multidisciplinary teams and adapts to dynamic situations to ensure optimal client outcomes.
Overview
13
years of professional experience
Work History
Insurance Australia Group
Case Manager
01.2023 - Current
Job overview
- Company Overview: Insurance Australia Group Limited is a multinational insurance company
- It is the largest general insurance company in Australia, and the largest in New Zealand
- Resolved complex claim issues and ensured compliance with policy obligations, driving faster resolutions
- Managed relationships with stakeholders and clients to maintain high levels of satisfaction and trust
- Led the complaint resolution process, handling feedback with a focus on continuous improvement
- Conducted total loss assessments and facilitated accurate and timely payments
- Oversaw portfolio management to optimize claim handling and resource allocation
- Insurance Australia Group Limited is a multinational insurance company
- It is the largest general insurance company in Australia, and the largest in New Zealand
Tata Consultancy Services
Team Leader & Customer Service Specialist
01.2022 - 01.2023
Job overview
- Company Overview: Tata Consultancy Services is a global leader in IT services, consulting & business solutions with a large network of innovation & delivery centres
- Led a team of 20, conducting performance reviews and delivering monthly and quarterly appraisals to drive continuous improvement
- Developed and facilitated training sessions to enhance team capabilities and support career growth
- Served as the primary escalation point, effectively resolving issues for retailers, contractors, and internal and external stakeholders
- Managed daily workflow operations, ensuring optimal resource allocation and productivity
- Implemented quality assurance processes to maintain high standards of customer service
- Tata Consultancy Services is a global leader in IT services, consulting & business solutions with a large network of innovation & delivery centres
AusNet Services
Customer Service Team Leader
01.2016 - 01.2022
Job overview
- Company Overview: AusNet Services is a diversified Australian energy infrastructure business that operates the Victorian electricity transmission network, one of five electricity distribution networks, and one of three gas distribution networks in Victoria
- Led the Customer Contact Team and Faults and Emergencies Team, utilizing daily stand-up meetings, standard operating procedures, and quality assurance checks to ensure team targets and regulatory service levels were consistently met
- Drove process improvements and increased productivity through continuous stakeholder engagement and innovative solutions
- Maintained team dashboards, monitored consultant KPIs, and managed Service Level Agreements (SLAs) to visually track progress and highlight key performance indicators
- Acted as the primary escalation point for the Customer Contact Team, managing communication with retailers, contractors, and other internal and external stakeholders
- Trained team members and cross-functional personnel on system requirements to effectively handle high-activity events and ensure seamless operations
- AusNet Services is a diversified Australian energy infrastructure business that operates the Victorian electricity transmission network, one of five electricity distribution networks, and one of three gas distribution networks in Victoria
- Developed and implemented a life support registration, de-registration, and reconciliation workflow, significantly enhancing service accuracy and compliance
- Introduced a robust quality assessment tool that enabled independent reviews from both internal and external stakeholders
- Launched a comprehensive cross-training and development program, increasing team versatility and performance
- Created a reward and recognition program, fostering a culture of positive feedback and employee engagement
Service works Management
Senior Customer Consultant (Alinta Energy)
01.2012 - 01.2016
Job overview
- Company Overview: Service works Management, a Computershare company, was established to help the utilities sector navigate the evolving nature and complexities of the utilities industry and to assist our partners in achieving improved customer experience and profitability
- Develop and implement business processes; Small to Medium business
- Conduct performance reviews; Review and deliver monthly and quarterly performance appraisals to a team of 20
- Conduct development and training sessions
- Manage escalations; internal and external stakeholders
- Conduct quality assessments; Analyse customer feedback via Net promoter scores, call quality reviews and provide feedback and development as required
- Service works Management, a Computershare company, was established to help the utilities sector navigate the evolving nature and complexities of the utilities industry and to assist our partners in achieving improved customer experience and profitability
- Service Excellence Award
- Introduced the working guide for home businesses
- Introduced a business practice to reduce administration time and co
Education
Swinburne University and Northeastern University
Double Master of Commerce from International Business, Global Leadership Program
01.2017
Swinburne University
Bachelor of Business from International Business
01.2011
Lyndale Secondary College
VCE
01.2004
Accomplishments
- Supervised team of [Number] staff members.
- Collaborated with team of [Number] in the development of [Project name].
- Achieved [Result] through effectively helping with [Task].
- Documented and resolved [Issue] which led to [Results].
- Achieved [Result] by completing [Task] with accuracy and efficiency.
Professional Development
- Emerging leaders’ program
- DiSC program; a personal assessment tool used to improve work productivity, teamwork, leadership, sales, and communication
- Breaking the ice program
Timeline
Case Manager
Insurance Australia Group
01.2023 - Current
Team Leader & Customer Service Specialist
Tata Consultancy Services
01.2022 - 01.2023
Customer Service Team Leader
AusNet Services
01.2016 - 01.2022
Senior Customer Consultant (Alinta Energy)
Service works Management
01.2012 - 01.2016
Swinburne University
Bachelor of Business from International Business
Lyndale Secondary College
VCE
Swinburne University and Northeastern University
Double Master of Commerce from International Business, Global Leadership Program
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