Summary
Overview
Work History
Education
Skills
Websites
Languages Proficiency
Hobbies and Interests
Interests
Timeline
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L. Shashika  De Silva

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

  • 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


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
L. Shashika De Silva