Lirshiga Pakeerathan
Los Angeles,USA
Summary
Business Administrative & Customer Services with over of 7 years of involvement and demonstrated history of taking care of high-pressure circumstances. Expert in service-oriented resolution with previous experience supporting and troubleshooting customers in the technology and financial services sectors.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Business Administrative & Customer Services
AND Sportswear INC
Los Angles, California
06.2023 - Current
- Provides day-to-day administrative support to the Director and team
- Customer services & Phone Answering make an inquiry
- Make an order and preparing invoices
- Sales and Cash handling
- Good Communication with team & work together
- Shipping process
- Assist in overall program/project planning and ensure cross-team dependencies are well-understood and modeled in project plans and timelines
- Using JIRA tool in collaboration with Agile frameworks to track team's progress while aligning the team's efforts to their goal and optimizing delivery
- Identify, document, and publish risks and issues related to the overall program and define resolution paths where required
- Possess excellent interpersonal skills and ability to work with diverse teams with diverse personalities, during high pressure scenarios, within extremely tight deadlines
- Track and communicate team metrics to team, management, and stakeholders to maintain transparency and manage delivery expectations
- Facilitate retrospective sessions using different approaches to ensure team participation and increase morale.
Customer Services Representative
Tyro Payments
Sydney, Australia
10.2022 - 12.2022
- Organized and facilitated scrum team events: sprint planning, daily stand-up, sprint review - demo, sprint retrospective, backlog refinement, release planning etc
- Led and assist teams improve and sustain the teams ‘velocity and the delivery of backlog items ahead of stipulated deadline
- Coached teams to stay focused on value delivery and not the process so they stay aligned to Agile principles
- Encouraged teams to become self-organized, cross functional and more focus on their tasks for a quicker turn around
- Tracked risks and dependencies at program level for visibility while guiding towards proper removal of blockers to increase productivity and reduce defects
- Worked with teams as servant leader to assess progress, improvement opportunities and celebrate every stride in their Agile transformation journey.
Dental admin & Assistance
Home Bush Medical And Dental Centre
Sydney, Australia
06.2020 - 10.2022
- Tracked and communicated team progress using Agile metrics
- Provided regular updates on the team's velocity and other relevant performance
- Managed the delivery of a high-visibility, enterprise-level project, successfully delivering it within budget and on time
- Implemented an agile metrics program to measure and improve team performance, resulting in a 15% increase in team efficiency
- Collaborated with developers, product owners and stakeholders to break down epics to small slices that do not span iterations or programmed increments.
Customer Service Representative
Archies Café
Sydney, Australia
07.2019 - 03.2020
- Communicated with the customer, understood their needs, and collected the orders
- Resolved customer queries and promote long-term loyalty
- Maintained customer satisfaction with timely table check-ins to assess drinks or other needs
- Restocked the counter and order supplies before, during, and after service hours and took detailed inventory notes to maintain the flow of the orders
- Processed POS transactions including cash and credit purchases or refunds.
Banking and Sales
Nation Trust Bank PLC
Colombo, Srilanka
08.2016 - 12.2018
- Assist and coordinate customers within the queue to minimize any wait time and promote the most efficient service method as required
- Process deposits, withdrawals, and other banking transactions for numerous customers and open and close accounts as required for members or clients
- Answering the telephone and dealing with incoming phone calls
- Sales & marketing banking products
- Process standard teller transactions for customers including servicing client accounts accepting loan payments, managing safe deposit box payments, cashing checks, balancing cash withdrawals handling night deposits and correcting discrepancies, and ordering office stationery when stocks are low.
Education
Master of Business Administration: Management Information System -
International American University - LA
04.2024
Bachelor of Business Information System -
Torrens University - Australia
08.2021
Higher National Diploma: Business Management -
BCAS Campus - Srilanka
03.2018
Intermediate: Applied Banking and Finance -
IBSL - Srilank
04.2017
Diploma: IT -
ESOFT Campus - Sri Lanka
12.2015
Skills
- Customer Service & Satisfaction
- Facilitation & Conflict Resolution
- CRM
- Data analysis
- Empathetic & Courteous
- Organized & Detail-oriented
- Positive Mindset
- Microsoft Excel
- Strong knowledge of Scrum and Agile
- Technical 7 Time Management
- Problem-Solving
- Strong Communication
- Leadership & Coaching
Certification
Professional Scrum Master I (PSM I)
Methodologies And Tools
Waterfall, Agile, Scrum, Kanban, Scrumban, SAFe, TDD, JIRA/Confluence, Rally, Step up, MS Office, Visual Studio, Remedy, WebEx, MS Teams, Skype, Google meets, Zoom, Slack, Linux, Windows, Cisco, Git, Terraform, Jenkins, AWS, Oracle, MariaDB, PostgreSQL, MongoDB, MS SQL
Timeline
Business Administrative & Customer Services
AND Sportswear INC
06.2023 - Current
Customer Services Representative
Tyro Payments
10.2022 - 12.2022
Dental admin & Assistance
Home Bush Medical And Dental Centre
06.2020 - 10.2022
Customer Service Representative
Archies Café
07.2019 - 03.2020
Banking and Sales
Nation Trust Bank PLC
08.2016 - 12.2018
Master of Business Administration: Management Information System -
International American University - LA
Bachelor of Business Information System -
Torrens University - Australia
Higher National Diploma: Business Management -
BCAS Campus - Srilanka
Intermediate: Applied Banking and Finance -
IBSL - Srilank
Diploma: IT -
ESOFT Campus - Sri Lanka