Reeza Muhuseen

Seasoned executive with over 20 years of diverse experience spanning customer operations, administration, travel, tourism, sales, and marketing. Recognized for consistently driving organizational success through strategic leadership, operational excellence, and a proven ability to cultivate strong customer relationships. Skilled in optimizing processes, elevating team performance, and delivering significant revenue growth.

Adept at navigating dynamic, fast-paced environments with agility and resilience, while inspiring teams to achieve ambitious goals. Currently seeking a leadership role that leverages my broad expertise, innovative mindset, and track record of achievements to accelerate business growth and strengthen organizational performance.

Manager, Operations - The Travel Agent - Colombo

(2017-06)

Responsible for ensuring a pleasant experience for clients by assisting in choosing travel packages, creating customized itineraries, preparing for trips, and communicating with clients and partners as an Experienced traveller with a passion for helping others explore the world

Business Partner - Travel Solutions Ltd - Colombo

(2016-08 - 2017-06)

• Directed reservation and ticketing operations, ensuring vendor compliance and standardized procedures to minimize errors.
• Reduced response times for high-volume inbound and outbound inquiries.
• Developed B2B and B2C relationship management processes with clear escalation paths.
• Enhanced service recovery and repeat business

Manager, Customer Operations - Khepri International Services (Pvt) Ltd - Colombo

(2015-01 - 2016-08)

• Supervised 100+ Call Centre agents, ensuring adherence to quality and performance standards by achieving the set KPI's.
• Pact ricing moch calls and coaching programs that improved efficiency convert 75% of calls in to a successful sale.

Senior Sales Coordinator - Etisalat Lanka PVT Ltd - Colombo

(2011-11 - 2014-08)

• Led a team of back-office and sales support staff, managing workforce scheduling, performance reporting, and incentive programs to meet service level targets.
• Coordinated accounts receivable, reconciliations, and cross-functional communication to resolve billing escalations and maintain accurate customer records.

Call Centre Supervisor - Etisalat Lanka PVT Ltd - Colombo

(2007-01 - 2011-10)

• Supervised call centre teams handling customer inquiries and service recovery.
• Implemented quality assurance, coaching, and shift planning initiatives that improved first-contact resolution and CSAT scores.
• Conducted performance monitoring, call calibration, and reporting to drive continuous improvement against SLAs and KPIs.

Customer Service Executive - Spinneys Dubai LLC - Dubai

(2004-03 - 2006-08)

• Greet customers warmly and provide assistance with locating products and services.
• Operate checkout counters efficiently, ensuring accurate transactions and minimal wait times.
• Handle customer inquiries, complaints, and returns with professionalism and courtesy.
• Maintain store cleanliness, product displays, and stock levels to enhance the shopping experience.
• Support team members and management in achieving daily sales and service targets.

Associate Degree - Foundation in Travel & Tourism - Louis Preston (2018 - 2019)

Advanced Diploma - Professional Selling & Marketing - Sri Lanka Institute of Marketing (SLIM) (2012 - 2013)