Sheshika Eransha Amit
Doha,DA
Summary
Knowledgeable and dedicated customer service professional with extensive experience Telecommunication, banking and airline industries. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Customer Service Agent
Qatar Aviation Services, Qatar Airways Group
Doha, Qatar
11.2021 - Current
- Assisted passengers with check-in processes, ensuring a smooth and efficient experience.
- Collaborated with airline staff to address any delays or cancellations, providing prompt updates to affected passengers.
- Continuously updated knowledge of airline policies regarding luggage weight limits, fees, seating assignments-helping customers make informed decisions.
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
- Adapted seamlessly to new systems and processes as needed, maintaining consistent productivity levels throughout transitions.
Customer Resolution Executive
Sri Lanka Telecom Mobitel
Colombo, Sri Lanka
03.2016 - 11.2021
- Handled Customer Documentations (Emails and Letters), attending to web chat and providing solutions in order to satisfy and fulfill their demands.
- Handled customer complaints received through the Telecommunication Regulatory Commission of Sri Lanka with the legal department.
- Planning and delivering CRM strategies across the organization with a view of retaining existing customers whilst increasing brand loyalty.
- Collaborated with other departments (products, VAS and IT) to ensure the CRM strategy works well for every aspect of the business.
- Assisted in customer requests escalated through CRM system by all touch points (Branches and Call Centre) ensuing speedy customer responses and resolutions in line with the customer care processes.
Personal Banking Advisor
Hong Kong And Shanghai Banking Corporation (HSBC)
Colombo, Sri Lanka
07.2015 - 11.2015
- Assisted customers with loan applications, navigating the approval process and securing favorable terms for borrowers.
- Maintained confidentiality of private banking information with discretion, diplomacy and professionalism.
- Partnered with high net worth customers and private bankers to answer complex questions and solve operational issues while delivering superior customer service.
- Managed customer service inquiries and pinpointed and implemented proper path to resolution.
- Maintained up-to-date knowledge of industry trends and regulatory changes, adjusting client strategies accordingly.
Customer Care Executive
Etisalat Lanka
Colombo, Sri Lanka
02.2015 - 07.2015
- Enhanced customer satisfaction by resolving inquiries effectively and efficiently.
- Managed a high volume of inbound calls, multitasking effectively to address diverse customer needs simultaneously.
- Communicated with customers to identify needs and expectations.
- Maintained up-to-date knowledge of industry trends and product offerings to better serve customers.
- Provided excellent customer service by efficiently resolving issues and responding to inquiries.
Education
MBA - Master of Business Administration
Teesside University
Middlesbrough, United Kingdom11.2026
Bachelor of Science - Business And Management
Northumbria University
Newcastle, England11.2019
Graduate Diploma in Managament
Business Management School
Colombo, Sri Lanka11.2018
Skills
- Problem Resolution
- Outstanding communication skills
- Call center experience
- Customer Complaint Resolution
- Customer Relationship Management (CRM)
- Time management expertise
- Strong multitasking
- Excellent interpersonal skills
- Flight Management
- Flight Schedule Coordination
- Daily Reports
- Quality Assurance
Certification
- Executive Development Programme by Sri Lanka Telecom Mobitel.
- Mastering Live chat Training Programme
- Preliminary Certificate in Marketing
Languages
English
Proficient
C2
Sinhala
Proficient
C2
Timeline
Customer Service Agent
Qatar Aviation Services, Qatar Airways Group
11.2021 - Current
Customer Resolution Executive
Sri Lanka Telecom Mobitel
03.2016 - 11.2021
Personal Banking Advisor
Hong Kong And Shanghai Banking Corporation (HSBC)
07.2015 - 11.2015
Customer Care Executive
Etisalat Lanka
02.2015 - 07.2015
MBA - Master of Business Administration
Teesside University
Bachelor of Science - Business And Management
Northumbria University
Graduate Diploma in Managament
Business Management School