Rekha Weerasooriya is a dynamic and service-oriented professional whose career exemplifies excellence and dedication in HR and Customer Experience (CE) management. Known for her outgoing personality and target-driven approach, Rekha has made significant contributions to organizational change, culture transformation, and customer sentiment analysis. With a robust portfolio that spans over two decades, her expertise encompasses HR, CE management, analytics, digital adoption, and process excellence in both B2C and B2B environments.
Professional Expertise and Impact
Rekha’s proficiency in HR and CE management is vast and multifaceted. She is a sought-after trainer, juror, and speaker on various functional subjects, including Customer Journey Mapping, CE RPA (Robotic Process Automation), Machine Learning (ML) and AI for customer sentiment/Voice of Customer (VoC) analysis. Her work in HR and culture transformation has positioned her as a specialist capable of driving significant business results through enhanced employee engagement and service culture transformation.
In her role as a Digital Adoption and Process Excellence Transformation project lead, Rekha has spearheaded numerous initiatives that have led to substantial improvements in customer service quality and operational efficiency. Her strategic implementation of CE analytics tools such as CSAT (Customer Satisfaction), CES (Customer Effort Score), and NPS (Net Promoter Score) has provided valuable insights into customer behaviors and preferences, enabling organizations to refine their service offerings and enhance customer satisfaction.
Awards and Honors
Rekha’s exemplary contributions to her field have been recognized through numerous prestigious awards. In 2020, she was honored with the “Sri Lanka’s Women Leaders” and “Most Influential HR Leaders in Sri Lanka” awards at the Sri Lanka Leadership Awards, organized by CMO Asia and the World Women Leadership Congress. This recognition underscores her influence and leadership in the HR domain.
Her accolades also include the Dialog Team Player of the Year 2019 award, a testament to her exceptional performance and commitment to teamwork. She has been listed among the “100 Most Influential Global HR Leaders” by the World HRD Congress and recognized as one of the “100 Top Global Training and Development Minds” by the World Training & Development Congress in 2018.
Rekha’s consistent excellence is further highlighted by numerous awards from Dialog Axiata PLC, where she has been a pivotal figure. These include the Gold Award for People Engagement Excellence, the Silver Award for Process Excellence Initiative, and the Gold Award for Customer Experience Initiative, among others. These awards reflect her ability to lead and innovate in highly competitive and dynamic environments.
Dialog Axiata PLC: A Career of Distinguished Achievements
Rekha’s tenure at Dialog Axiata PLC has been marked by numerous milestones and achievements. Her contributions to the company’s HR and customer service functions have been instrumental in driving organizational growth and enhancing service quality. She has played a key role in implementing an online learning management system that has benefited close to 2000 employees, ensuring cost savings while maintaining high service standards.
Her leadership in cultural transformation initiatives like “Service From the Heart” has been particularly impactful, fostering a customer-centric ethos across the organization. Rekha’s strategic insights and innovative approaches have not only improved customer experiences but have also significantly boosted employee morale and engagement.
Conclusion
Rekha Weerasooriya’s career is a testament to her unwavering commitment to excellence in HR and Customer Experience management. Her ability to drive transformation, coupled with her extensive knowledge and expertise, has made her a formidable leader in her field. With a career decorated with numerous awards and accolades, Rekha continues to inspire and lead with a vision that prioritizes both customer satisfaction and employee engagement. Her contributions have not only shaped the organizations she has been a part of but have also set a benchmark for excellence in the
