Founder Bio – I.Smile Academy

Asela Herath is the Founder of I.Smile Academy and a globally positioned Customer Experience (CX) trainer, coach, and operational CX specialist, with over 20 years of hands-on experience across customer service, after-sales operations, dealer network management, and service excellence transformation.

His career spans international markets including France, the United Kingdom, and Sri Lanka, working with globally recognized organizations such as Nissan (UK & Asia), Samsung Electronics, Disneyland Paris, Suzuki, Yamaha, Piaggio, British Petroleum, and Vue Cinemas. This diverse exposure enables him to translate CX principles into real operational behavior across hospitality, automotive, retail, and service-driven industries.

Herath has held senior leadership roles including Head of Service & Operations, Customer Service Manager, and Back Office Manager – Customer Service, where he led large teams, managed complex complaint and warranty systems, optimized dealer networks, and designed service strategies that significantly improved customer satisfaction and retention.

He is the author of Frontline Code, a practical CX guide focused on frontline confidence, decision-making clarity, and service consistency. His philosophy challenges traditional “smile-based service models” and positions CX as a trainable business discipline, not a personality trait.

Through I.Smile Academy, Herath delivers CX training, coaching, and leadership programs built on:

• Frontline confidence over scripted service

• Complaint prevention through decision clarity

• Leadership alignment with CX culture

• Operational CX standards that scale across locations
  
  

Qualifications & Professional Foundation

Herath holds a strong academic and technical foundation, including:

• Postgraduate Diploma in Industrial Management

• Advanced Diploma in Project Management

• Diploma in Automotive Workshop Management

• Higher National Diploma in Mechanical Engineering

These qualifications, combined with decades of frontline and leadership experience, allow him to bridge strategy, operations, and human behavior seamlessly.

Fluent in English, French, and Sinhala, Herath works with organizations seeking to uplift CX standards, empower frontline teams, and build calm, confident, complaint-resistant customer experiences.

His mission:
To redefine global CX standards by transforming frontline teams into confident brand ambassadors.