Malinda Bandara Kalahe
Operations Coordinator
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
Experience
Operations & Compliance Coordinator
2023 – Present · 3 yrs 4 mosILEX 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 yrsQatar 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 yrSriLankan 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 yrsDialog 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
Leadership & Management
Performance & Data Analysis
Operations & Service Delivery
Industries
GCC Readiness
Languages
Education & Certifications
BSc (Hons) in Tourism & Hospitality Management
QUALIFI LEVEL 7 Diploma in Health & Social Care
Diploma in Business
ACE Business School, Singapore · 2008