Summary
Overview
Work History
Education
Skills
Disclaimer
Timeline
Generic

Heshani Delapalage

Summary

Seeking a career opportunity at ASB Bank, where to take up challenges and elevate my career in the banking industry, where I can effectively handle customer queries and provide an outstanding customer experience while contributing to the team's success.

Overview

15
15
years of professional experience

Work History

Retail Support Centre Representative

Bridgestone New Zealand
06.2021 - Current
  • Managed high call volumes while providing exceptional customer support and maintaining professional composure.
  • Contributed to team sales goals by upselling products and services to customers.
  • Successfully converting quotes into confirmed booking and providing exceptional customer service.
  • Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
  • Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
  • Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
  • Exceeded monthly performance metrics consistently, contributing to the success of the call centre operations.
  • Identified upselling opportunities to increase revenue generation.

Customer Service Coordinator

Rugs Direct New Market store
01.2021 - 06.2021
  • Responded to customer needs through competent customer service and prompt problem-solving.
  • Leveraged strong product knowledge to educate customers about available options and assist them in making informed purchasing decisions.
  • Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
  • Coordinated order processing, shipping, and delivery schedules to ensure timely delivery of products to customers.

Sales Consultant

Noelleeming NewMarket store
12.2019 - 12.2020
  • Possess in depth knowledge of products and offering advice to customers whenever necessary.
  • Provided sales and customer service assistance to walk-in customers.
  • Strengthened brand reputation by delivering superior customer experiences that fostered loyalty and repeat business.
  • Maximized customer retention by resolving issues quickly.

Retail Assistant

Look sharp Albany branch
09.2019 - 12.2019
  • Used POS system to process sales, returns and online orders.
  • Greeted customers, helped locate merchandise, and suggested suitable options.
  • Demonstrated flexibility by adapting to various roles within the retail environment as needed.
  • Provided exceptional support during peak hours by managing long queues and multitasking effectively under pressure.


Senior Corporate Sales Executive and Branch Accountant

DHK Enterprises
01.2016 - 11.2017
  • Consistently monitored sales performance against defined goals, implementing corrective actions as necessary to stay on track for success.
  • Mentored junior sales team members, sharing best practices and coaching them towards achieving their individual targets.
  • Expanded market share by identifying new business opportunities and potential clients.


Corporate Sales Executive

Softlogic Pvt Ltd
10.2013 - 01.2016
  • Consistently exceeded annual sales targets, contributing significantly to overall corporate revenue growth.
  • Collaborated with internal departments to ensure timely delivery of products and services.
  • Built relationships with customers and community to promote long term business growth.


Web Reporter

Ada Derana Micro Entertainment
08.2012 - 10.2013


  • Attended press conferences, parliament and special events to stay conversant with current news.
  • Covered breaking news events effectively, ensuring timely updates for audiences while maintaining factual accuracy.
  • Built strong relationships with sources to gain access to exclusive information.

Coordinator of a Parliament Minister

Mr. Joseph Michael Perera
10.2010 - 10.2012
  • Arranged parliament minutes weekly vise.
  • Maintained daily report documents, memos and invoices.
  • Managed executive calendars, scheduling appointments and meetings to optimize time management.


Education

BA (Hons) - Business Management

University of Northampton
09-2019

Diploma - Business Management Level 07

NTEC College
09-2019

Diploma - Computerized Accounting Studies

School of Advanced Programming
01.2017

Certificate - Computer

School of Advanced Programming
10.2015

Preliminary Certificate - Marketing

Sri Lanka Institute of Marketing
12.2013

Skills

  • Reliable
  • Great Communication
  • Multi-tasking
  • Team Player
  • Negotiation Skills
  • Problem-solving skills
  • Excellent Attention to Details
  • Adaptability to change

Disclaimer

I hereby certify that the information provided above is true and accurate.

Timeline

Retail Support Centre Representative

Bridgestone New Zealand
06.2021 - Current

Customer Service Coordinator

Rugs Direct New Market store
01.2021 - 06.2021

Sales Consultant

Noelleeming NewMarket store
12.2019 - 12.2020

Retail Assistant

Look sharp Albany branch
09.2019 - 12.2019

Senior Corporate Sales Executive and Branch Accountant

DHK Enterprises
01.2016 - 11.2017

Corporate Sales Executive

Softlogic Pvt Ltd
10.2013 - 01.2016

Web Reporter

Ada Derana Micro Entertainment
08.2012 - 10.2013

Coordinator of a Parliament Minister

Mr. Joseph Michael Perera
10.2010 - 10.2012

Diploma - Computerized Accounting Studies

School of Advanced Programming

Certificate - Computer

School of Advanced Programming

Preliminary Certificate - Marketing

Sri Lanka Institute of Marketing

BA (Hons) - Business Management

University of Northampton

Diploma - Business Management Level 07

NTEC College

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Heshani Delapalage