ERANGA JAYAWARDENA
Mount Eden
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills.
Overview
18
18
years of professional experience
Work History
Customer Service Representative
Commercial Bank of Ceylon PLC
10.2020 - 06.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Call Center Representative
Commercial Bank of Ceylon PLC
11.2015 - 09.2020
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
Foreign Exchange Teller
Commercial Bank of Ceylon PLC
10.2007 - 10.2015
- Developed strong relationships with key clients, leading to increased business opportunities and revenue growth.
- Balanced daily cash drawers, ensuring accurate accounting and timely reporting for financial audits.
- Collaborated with team members to ensure seamless service during peak business hours, minimizing wait times for customers.
- Enhanced customer satisfaction by providing efficient and accurate foreign exchange transactions.
Cashier
Commercial Bank of Ceylon PLC
03.2007 - 09.2007
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Built relationships with customers to encourage repeat business.
Receptionist
Avery Dennison
10.2006 - 02.2007
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phone promptly and directed incoming calls to correct offices.
- Kept reception area clean and neat to give visitors positive first impression.
Education
GCE Advanced Level (High School) -
Holy Family Convent
Master of Business Administration -
University of Bedfordshire
10.2023
Diploma in Banking and Finance (Part/07 Modules) -
Institute of Bankers of Sri Lanka
09.2016
Certificate in Banking and Finance -
Institute of Bankers of Sri Lanka
09.2011
Skills
- Marketing Skills
- Effective Communication Interpersonal Skills
- Focused, Determined & Career Dedicated
- Cash Handling
- Composed under Pressure
- Work Independently with Min Supervision
Accomplishments
- Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
Languages
English
Inhousetraining
- Customer Service Excellence
- Corporate Communication
- Anti-Money Laundering
- Regulatory Compliance
- Leadership Building
- Product Training
- System Training
Personal Information
I am passionate about keeping up to date with the latest technologies coming on to the market and am dedicated to working in the Customer Service industry.
References
Available on Request
Hobbies and Interests
- Career Development in the Service Sector
- Continuous Learning in Business Administration
- International Exposure
- Serving the Community
- Literature writing and poetry
Timeline
Customer Service Representative
Commercial Bank of Ceylon PLC
10.2020 - 06.2024
Call Center Representative
Commercial Bank of Ceylon PLC
11.2015 - 09.2020
Foreign Exchange Teller
Commercial Bank of Ceylon PLC
10.2007 - 10.2015
Cashier
Commercial Bank of Ceylon PLC
03.2007 - 09.2007
Receptionist
Avery Dennison
10.2006 - 02.2007
GCE Advanced Level (High School) -
Holy Family Convent
Master of Business Administration -
University of Bedfordshire
Diploma in Banking and Finance (Part/07 Modules) -
Institute of Bankers of Sri Lanka
Certificate in Banking and Finance -
Institute of Bankers of Sri Lanka
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