- Competitive member of the school Basketball team
- Member of the school table tennis team
- Secretary of the Leo Club of Mattegoda A2 Colombo in year 2016
- Volunteer member of the LEO club program in year 2015-2018
L. Shashika De Silva
Summary
Detail-oriented and customer-focused client relation & operations professional with 12 years of experience within the finance & retail sector, with established expertise in managing and building long-term relationships with individual and corporate clients. Looking to expand my responsibilities & contribute to the success of a growing company by utilizing my skills.
Overview
13
13
years of professional experience
Work History
Customer Service Representative (Permanent-Part time)
Spotlight LTD
10.2021 - Current
- Providing assistance and maintaining knowledge of the products to effectively advise clients on options
- Maintaining, organising & presenting merchandise to drive continuous sales
- Managing customer complaints & responding swiftly
- Ensuring shelves are fully stocked with Manchester products
- Handling cash transactions when required
- Setting up the sales & catalogues whenever needed
Senior Customer Relations & Operations Executive
AMW Capital Leasing and Finance
10.2018 - 05.2021
- Resolved client issues, handling complaints & escalating as necessary to ensure timely resolutions
- Advised customers on managing financial products
- Setup deposit accounts, executed renewals, loans and withdrawals
- Performed authorization rights for client payments (Eg: Loan, Interest and withdrawals)
- Provided monthly, quarterly and yearly financial reports to the Central Bank of Sri Lanka
- Provided and issued clients' tax declarations and payments to the Inland Revenue/Tax office
- Planned and implemented marketing strategies to achieve monthly sales targets
- Trained new branch staff in related FD products & systems
- Provided data to internal / external audits.
- Promoted to senior executive after three years of working for the company
- Maintained a low internal rate of return on borrowings
- Oversaw financial reports for the Central Bank of Sri Lanka.
Customer Service Coordinator
SAS Sports
04.2018 - 08.2018
- Assist customers (Based in NZ) with product inquiries
- Offering personalize product recommendations based on customer preferences & needs
- Resolving customer complaints related to product quality, delivery delays & service errors
- Coordinated with the NZ sales team to place orders
- Coordinated with buyers in regards to sampling
- Supplied shipping instructions and tracked shipment progress
- Liaised with factories to confirm finalised orders
Customer Service Representative
Landmark Group
05.2016 - 12.2017
- Identified customer needs and delivered the best possible match out of company products and services
- Coordinated with clients on relevant event packages
- Hosted company events
- Managed customer complaints & responding swiftly
- Responded to client inquiries via emails, phone and in person
Customer Relations & Operations Executive
AMW Capital Leasing and Finance
03.2015 - 03.2016
- Provided assistance and advice to customers using organizational products to drive sales.
- Assist clients with inquiries resolve complaints & ensure high customer satisfaction.
- Oversee financial transactions including deposits, withdrawals & fund transfers.
- Coordinated with branches and provided assistance.
- Performed data entry tasks, maintained filing systems and arranging customer correspondence.
Junior Operations Executive
Orient Finance PLC
08.2012 - 03.2015
- Managed daily administrative tasks to support executive team and maintain smooth operations.
- Accepting fixed deposits & entering data to the system.
- Reviewed invoices and monitored payments for timely reconciliation.
- Provided excellent customer service, resolving issues promptly and nurturing long-term client relationships.
- Processing withdrawals, interest & loan payments.
- Updated and maintained confidential databases and records.
- Filed paperwork and organized computer-based information.
- Answered high volume of phone calls and email inquiries.
- Managed mail and both incoming and outgoing correspondence, mail, email and faxes.
Education
Certificate III - Retail
Australian Retail College
01.2023
Certificate in Marketing - Marketing
Sri Lanka Institute of Marketing
01.2015
G.C.E. Advance Level Examination -
St. Paul's Girls' School Milagiriya
01.2011
G.C.E. Ordinary Level Examination -
St. Paul's Girls' School Milagiriya
01.2008
Skills
- Communication skills - Customer service, Verbal & Written
- Technical skills -Microsoft office suit
- Administrative skills - Data entry, Document preparation, Scheduling etc
- Problem solving skills
- Multitasking abilities
- Adaptability & Flexibility
- Financial reporting
- Customer service & Relationship management
- Organizational skills
Languages Proficiency
- English
- Sinhalese
Hobbies and Interests
- Competitive basketball player
- Table tennis
- Netball
Interests
Timeline
Customer Service Representative (Permanent-Part time)
Spotlight LTD
10.2021 - Current
Senior Customer Relations & Operations Executive
AMW Capital Leasing and Finance
10.2018 - 05.2021
Customer Service Coordinator
SAS Sports
04.2018 - 08.2018
Customer Service Representative
Landmark Group
05.2016 - 12.2017
Customer Relations & Operations Executive
AMW Capital Leasing and Finance
03.2015 - 03.2016
Junior Operations Executive
Orient Finance PLC
08.2012 - 03.2015
G.C.E. Advance Level Examination -
St. Paul's Girls' School Milagiriya
G.C.E. Ordinary Level Examination -
St. Paul's Girls' School Milagiriya
Certificate III - Retail
Australian Retail College
Certificate in Marketing - Marketing
Sri Lanka Institute of Marketing