Amali Bendarage
Auckland
Summary
Results-driven customer experience specialist with over 5 years of experience in the telecommunications sector. Proven expertise in customer relationship management, digital campaigns, complaint resolution, customer retention initiatives, and conducting customer surveys. Recognized for service excellence, leadership potential, and mentoring capabilities. Currently advancing academic qualifications with a Master of Business Management (by Thesis) in Auckland, New Zealand.
Professional with strong background in customer relations, adept at resolving complex issues and enhancing client satisfaction. Skilled in communication, problem-solving, and time management, ensuring seamless service delivery. Collaborative team player, adaptable to changing requirements, consistently driving results and fostering positive work environment.
Overview
6
6
years of professional experience
Work History
Customer Service Specialist
SLTMobitel
07.2019 - 04.2025
- Company Overview: Telecommunication Company, Sri Lanka
- Delivered high-quality, face-to-face customer service.
- Conducted mini surveys to the customer base.
- Engaged with the research agency to conduct the annual customer satisfaction research of the company.
- Managed company-wide customer experience initiatives and churn reduction strategies.
- Led digital campaigns to maintain customer retention.
- Maintained and updated customer data in the CRM system.
- Generated and presented weekly management reports.
- Managed front-line customer care services and complaint resolution.
- Conducted induction and awareness sessions for new recruits.
- Supported executive management with operational and service improvements.
- Telecommunication Company, Sri Lanka
- Awarded Customer Champion of the Year – 2023 for outstanding service excellence in the organisation.
- Recognised as a Mentor at the Centre for Skills for Life, Faculty of Management, University of Peradeniya, Sri Lanka.
- Selected for the organisation’s Future Leader Development Program.
Education
Master of Business Management -
ICL Graduate Business School
06.2025
Professional Postgraduate Diploma - Marketing
The Chartered Institute of Marketing (CIM UK)
Skills
- Client satisfaction enhancement
- Facilitating customer feedback surveys
- Customer retention strategies
- Coordinating digital marketing initiatives
- Experienced with customer relationship management tools
- Proficient in MS Office applications
- Empathetic customer service
- Client relationship development
- Proficient in written and oral communication
- Customer service expertise
- Active listening skills
- Service excellence
- Effective telephone communication skills
Personal Information
Visa Status: Student Visa with Full-time Work Rights - Available immediately
Timeline
Customer Service Specialist
SLTMobitel
07.2019 - 04.2025
Professional Postgraduate Diploma - Marketing
The Chartered Institute of Marketing (CIM UK)
Master of Business Management -
ICL Graduate Business School
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