Customer Service Sales

Hershi Weligamage

Address: * ******* *****, ***********, *** 3049

Mobile: +614********

Email: ****************@*****.***

PROFESSIONAL CAREER OVERVIEW

I am a confident, passionate and dynamic individual who has more than fifteen years customer service/support, sales and administration experience in banking industry, locally and internationally. I pride myself on delivering efficient, high quality and courteous service; always delivering on customer expectations, while adhering operational, performance and compliance standards.

CUSTOMER SERVICE, SALES & ADMINISTRATION COMPETENCIES

Customer Service:

Effective listening, anticipating, understanding and articulating customer requirements and expectations, following through and communicating outcomes

Responding to and resolving customer requests, queries and feedback in a courteous and efficient manner

Provision of up to date, accurate and comprehensive information on a range of service, process, compliance, rights and obligations matters

Sales:

Proactively maximising sales opportunities through effective listening, anticipating and understanding customer needs, consultation and non-pressured negotiation

Utilising a range of sales techniques to secure and close opportunities including; up-sell, cross sell, total solution and values based sales

Promotional product sales

Business Development

Provision of responsive after sales service, ensuring ongoing customer satisfaction and loyalty

Reporting and commentary on sales performance, as well as forecasting future opportunities

Administration:

General administration and office management functions

Performing executive duties

Accounts administration

Preparation, collation and presentation of various professional business documentation

Corporate meetings and appointments co-ordination

Administrative systems development, implementation and review

Customer Information System updates, maintenance and reporting

Accurate data entry, keyboarding, high level formatting, processing and collaboration of documentation

Hard and electronic file management

COMPUTER / TECHNICAL SKILLS

Intermediate to advanced proficiency in the following Microsoft Office Programs; Word, Excel and PowerPoint

In-house Customer Information Systems

POS Systems to process sales, perform reconciliations and generate reports

Eftpos Facilities to process card transactions and perform reconciliations

Intermediate to advanced proficiency in the following office equipment; switchboard, scanner, copier, fax machine and printer

PROFESSIONAL EMPLOYMENT EXPERIENCE

2015 – Current

Wheelgo rent a car service

Customer Service Representative and Administration officer

Key accountabilities:

Contribute to the achievement of targets for the sale of car rental products, accessories, services and insurance options

Maintain an up to date and accurate knowledge of a range of rental and insurance products, local facilities and services, promotions and compliance procedures. This ensures all information and advice provided to customers is valued, trusted and relied upon.

Search and verify rental service rules, charges and obligations, make new and amend existing bookings using the Customer Information System

Responding to and resolving customer queries in relation to refunds, cancellations, penalties and changes as per the rental rules

Timely and accurate generation of invoices, processing of payments and issue / re-issue contract information

General administration including; preparing contract letters, undertaking quality checks on completed and signed documentation, preparation of sales and procedural review reports

Cashier duties

Key achievements:

I regularly receive positive feedback from customers for responding to and resolving their booking issues promptly, courteously and with a sense of urgency, a skill which I believe comes naturally to me.

As an experienced Customer Service Representative I was appointed as the point of contact for new staff within the team on the following; product knowledge, resolution of escalated complaints, procedural compliance and use of systems.

INTERNATIONAL EMPLOYMENT EXPERIENCE

2011 – 2015 (April)

Peoples Bank of Sri Lanka

Personal banker

Key accountabilities:

Perform and handle administrative duties

Evaluate credit and collateral files

Maintain all customer documentations

Actively contributed to the achievement of targets for the sale of banking products and services through acknowledging and engaging every customer, listening to and understanding their needs, providing accurate information and recommending products tailored to their budget, lifestyle and purpose of use

Dealing with customer complaints with the frontline staff

Dealing with customer queries face to face and over the telephone

Processing paperwork for accounts opening, change of customer details, closure of accounts

Compare signatures and ID to verify customer for payment approvals to tellers

Dealing with all internal and external stake holders, responsible for building external relationships

2009– 2011

Peoples Bank of Sri Lanka (Credit card inbound contact centre)

Customer Care Advisor

Key accountabilities:

Answering calls for customer inquiries and resolve customer banking needs

High level technical support including; typing reports, emails, letters, agendas, meeting minutes and action plans

Database maintenance and management including; data entry, updates, note taking, reporting and auditing data integrity

2001 – 2009

Peoples Bank of Sri Lanka

Teller/Personal Banking Assistant

Key accountabilities:

Handling cash deposits, loan payments and savings withdrawals and balance drawer daily

Reconciles cash drawer and balancing ATM machines

Handling safe deposits transactions, selling gift cards

Serving customers at the counter

Dealing with customer queries

Cross-sell bank products and services

Buy and sell foreign currency, perform western union money transfers and telegraphic transfers

Issue personal money orders and bank drafts

Balance and update savings passbooks and close accounts when requested

Provide account balance information to customers

Open and close of savings, current and fixed deposit accounts

Maintain records, Issuing and cancelations of credit cards and debit savings cards

Teller cash dispensers, Teller cash recyclers and verify currencies for foreign remittances

FORMAL EDUCATION

Master of Business Administration (2015)

Cardiff Metropolitan University, United Kingdom (www.bsccolombo.edu.lk)

Bachelor of Science of Business Administration(General) External Degree 2014

University of Sri Jayewardenepura, Sri Lanka .(www.sjp.lk)

Diploma in Banking and Finance (2012)

Institute of Bankers of Sri Lanka. (www.ibsl.lk)

Certificate in Banking and Finance (2006)

Institute of Bankers of Sri Lanka. (www.ibsl.lk)

Obtained the Associate ship from Institute of Bankers of Sri Lanka in 2012

Completed certificate 111 in Business Administration (medical) at Kangan Institute,Australia

PROFESSIONAL SKILLS & ATTRIBUTES

Relationship Management: I can comfortably establish, develop and maintain positive relationships and encourage co-operation with customers, suppliers, service providers, team members and managers.

Presentation: I take pride in my personal grooming and appearance; ensuring at all times that I present a positive and professional image of the organisation to our customers.

Effective Communication: I am a clear, articulate and pro-active communicator who can proficiently explain information, ideas and solutions to a diverse customer group in a manner that is easily understood.

Time Management: I have excellent organisational skills including the ability to set priorities, plan, follow instructions and complete operational activities, while remaining focused and attentive to the ongoing and changing needs of customers.

Team Focus: I am a friendly, co-operative and supportive team member who is always willing to participate in team meetings, planning and training activities to ensure that the best possible service outcomes are achieved. I can also work independently with minimal supervision; taking full ownership of work outcomes.

Complaints Resolution: I am approachable and understand the concerns of customers through engaging in active listening, asking questions, seeking clarification and following through with an acceptable resolution.

LANGUAGES

I am fluent in Singhalese and English

REFERENCES

Dr Saman Senaweera

Senior Research Fellow, Theme Leader Centre for Crop Health, University of

Southern Queensland, Toowoomba Qld 4350 Australia

Tel 61-7-4631-5525 Mobile 61-401*-*****

Email- *****.*********@***.***.**

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