Kaushallya Kulasuriya
Rolleston
Summary
Dedicated and Experienced customer service provider specializing in administrative work, problem solving, planning and optimal assistance. An extremely focused and detail-oriented person who can provide excellent customer service and effective communication for customer satisfaction. Hard working and willing to learn. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
17
17
years of professional experience
Work History
Claims Consultant / Case Manager
IAG New Zealand
02.2024 - Current
- Managed large caseloads effectively, prioritizing tasks to ensure prompt attention to urgent matters.
- Provided expert advice on coverage limits and exclusions, helping clients make well-informed decisions about their insurance needs.
- Resolved complex claims, utilizing expert knowledge of policy coverage and industry regulations.
- Negotiated favourable settlements for clients, maintaining a high success rate in claim resolutions.
- Reviewed policy applications for accuracy, identifying errors that could impact future claims processing or payouts.
- Increased efficiency in claims handling by developing streamlined processes and procedures for the team to follow.
- Followed up with customers on unresolved issues.
Customer Service Representative
Noel Leeming
09.2021 - Current
- Conducting daily administrative work
- Assisted customers with varying questions using product knowledge and service expertise.
- Promptly handling customers inquiries and complaints to increase customer satisfaction
- Provide Exceptional customer experience, meeting needs of customers across retail product set, including Finance options
- Resolved customer issues effectively, using strong interpersonal skills and conflict resolution techniques.
- Handled phone, email and social media enquiries with consistent customer service across multiple channels.
- Employed active listening and product expertise to successfully resolve inbound queries.
- Upsold new products and accessories to customers, capturing significant increases in add-on sales.
- Assisted customers with product complaints, logging issues for investigation and providing replacement items.
- Participated in regular training to maintain up-to-date knowledge on company products and policies.
- Assist with presale's and post-sales support including processing customer returns, making changes to order to satisfy customer expectations.
- Adhered strictly to policies and procedures for continued company compliance.
Senior Flight Attendant
SriLankan Airlines Pvt Ltd
05.2008 - 03.2020
- Assist passengers who requires special assistance such as families with children or infants/Differently able passengers/elderley passengers/medical assistance required passengers.
- Maintained advanced knowledge of emergency procedures from a destination to another to safeguard passengers on board.
- Ensure adherence to CAA and company standard regulations, use mediation training to defuse high level situations
- Conducted pre-flight aircraft checks, verifying placement and proper working order to maintain highest levels of on-board security.
- Personalised customer service who requires special assistance
- Mentored newly hired staff and monitor their work providing training in customer service, safety techniques, sanitary standards, improving service quality
- Administered first aid on passengers experiencing medical emergencies
- Conduct onboard sales and achieved high sales margin
- Assisted passengers with boarding including seating assignments and efficient to maintain seamless, efficient boarding procedures.
Pre-Production Assistant
MAS Holdings-BODYLINE PVT LTD
09.2007 - 03.2008
- Handle daily administrative tasks in pre-production division
- Completed and filed paperwork for reporting and administrative purposes.
- Assist project managers, Line managers and supervisors with ongoing apparel product
- Ensure system is updated before new product launch for production
- Monitor programme schedules and line programme schedules and act as liaison between production control and manufacturing
- Switched between jobs quickly and efficiently to help with ad-hoc tasks.
- Used initiative to complete tasks with minimal instructions and supervision.
- Able to work under pressure, tight schedules with minimum supervision
- Left Company in 2008 to Join SriLankan Airlines
Education
Diploma - Business Administration
The Career Academy
2022
Advanced Certificate of Business Management - Business Management
National Institute of Business Management
2014
Flight Attendant Training Programme - Tourism
SriLankan Airlines Pvt Ltd
2008
Advanced Level in Japanese Language - Languages
Joto cultural
2006
Skills
- Creative problem
- Visual merchandising proficiency
- Outstanding customer service
- Effective Communication
- Flexibility
- Willing to Learn
- Ability to multitask and prioritize /organize work with high efficiency
- Claims analysis
- Policy Interpretation
- Claims Investigation
Referances
- Mr.Ryan Stewart
Assistant Manager
Noel Leeming -Riccarton Branch
0226952763
0800444488 (30301)
ryan.stewart@noelleeming.net
- Ruchira Supun Mallwa Arachchige (character Reference)
Workshop Manager
Titan cranes -Christchurch
02108063849
033382818
ruchira.arachchige@titan.nz
Timeline
Claims Consultant / Case Manager
IAG New Zealand
02.2024 - Current
Customer Service Representative
Noel Leeming
09.2021 - Current
Senior Flight Attendant
SriLankan Airlines Pvt Ltd
05.2008 - 03.2020
Pre-Production Assistant
MAS Holdings-BODYLINE PVT LTD
09.2007 - 03.2008
Diploma - Business Administration
The Career Academy
Advanced Certificate of Business Management - Business Management
National Institute of Business Management
Flight Attendant Training Programme - Tourism
SriLankan Airlines Pvt Ltd
Advanced Level in Japanese Language - Languages
Joto cultural
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