Malinda Bandara Kalahe

Operations Coordinator

Matale, Sri Lanka·15 years experience

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About

Malinda Bandara Kalahe is an Operations and Contact Centre professional with over 15 years of experience across aviation, telecom, and service-driven environments. She possesses extensive experience in contact centre operations, workforce coordination, real-time performance monitoring, and reporting, honed over 15 years in diverse industries. Her background includes significant contributions to operational efficiency and service excellence in high-pressure settings. She is seeking senior roles in operations management, contact centre leadership, or airport operations supervision.

Looking For

Operations ManagerContact Centre Operations ManagerAirport Operations SupervisorService Delivery ManagerCompliance OfficerWorkforce Management LeadOperations Coordinator (Senior)Airline Operations Specialist

Experience

Operations & Compliance Coordinator

2023 – Present · 3 yrs 5 mos

ILEX College · London, UK

Coordinated daily operations, staffing availability, and attendance tracking.
Managed operational reporting and analyzed performance data.
Addressed scheduling exceptions and supported process improvements.

Customer Services Agent – Airport Operations

2011 – 2018 · 7 yrs

Qatar Aviation Services · Doha, Qatar

Supported real-time operational performance and resource coordination.
Managed service recovery during peak and disrupted operations.
Collaborated with multiple teams to maintain service levels.

Passenger Services Agent

2010 – 2011 · 1 yr

SriLankan Airlines · Sri Lanka

Delivered frontline passenger support and ensured operational efficiency.
Maintained service quality and compliance in passenger interactions.

Contact Centre Officer

2005 – 2007 · 2 yrs

Dialog Telecom · Colombo, Sri Lanka

Handled high-volume inbound customer calls and met productivity KPIs.
Supported service recovery and maintained SLA compliance.
Operated within a fast-paced telecom contact centre environment.

Skills

Compliance & Quality

Compliance

Leadership & Management

Operations ManagerContact Centre Operations ManagerAirport Operations SupervisorWorkforce Management Lead

Performance & Data Analysis

Real-time Performance MonitoringReportingData-driven Decision Making

Operations & Service Delivery

Operations ManagementContact Centre OperationsWorkforce CoordinationService Level ManagementOperational ExceptionsCustomer ServiceAirport OperationsPassenger SupportProductivity KPIsSLA ComplianceService Delivery ManagerOperations Coordinator (Senior)Airline Operations Specialist

Operations ManagementContact Centre OperationsWorkforce CoordinationReal-time Performance MonitoringService Level ManagementCompliance