Malsha Appuhamy
Etobicoke,Canada
Summary
Dedicated and results-driven customer service professional with over a decade of experience in the banking and retail sectors. Proven expertise in delivering exceptional customer experiences by addressing inquiries, resolving issues, and promoting financial products that meet client needs. Strong communicator with excellent interpersonal skills, adept at fostering positive relationships with customers and team members alike. Eager to leverage my skills and passion for customer service in a dynamic role as a Customer Service Executive at TD Bank, contributing to a positive branch culture and enhancing client satisfaction.
Overview
12
12
years of professional experience
Work History
Retail Sales Associate
Knix
11.2023 - 01.2024
- Greeted customers and helped with product questions, selections, and purchases.
- Maintained a clean and organized store environment, enhancing the overall shopping experience for customers.
- Helped customers complete purchases, locate items, and join reward programs.
- Handled returns and exchanges professionally, resolving customer issues while adhering to company policies.
- Answered questions about store policies and addressed customer concerns.
- Processed transactions efficiently using point-of-sale systems, minimizing wait times for customers at checkout.
- Developed strong relationships with repeat clients, leading to increased loyalty and return visits.
- Collaborated with team members to meet and exceed monthly sales targets consistently.
- Promoted special offers and events by engaging with customers on the sales floor, driving awareness of promotions and boosting sales conversion rates.
Service Assurance Specialist
Qatar Airways
10.2016 - 08.2023
- Review KPI targets, generate reports and coordinate with internal departments to execute corrective strategies, driving improved facilities, services, and overall safety
- Identifying and resolving customer problems or issues effectively and efficiently
- Ensure airport ground staff adheres to 5-star service and performance standards and is compliant with company policies, procedures, and regulatory requirements
- Collaborated with cross-functional teams to achieve project goals on time and within budget.
- Championed the adoption of new software tools that streamlined workflows across multiple departments.
- Implemented robust record-keeping systems that ensured accurate documentation was maintained according to regulatory requirements at all times.
- Assisted in the preparation of regular reports for senior management, detailing compliance activities and progress towards established goals.
- Reduced instances of non-compliance through meticulous monitoring of internal controls and periodic audits.
Customer Service Executive
Seylan Bank
05.2012 - 09.2016
- Delivered outstanding customer service by addressing inquiries regarding bank products, services, and account management, contributing to high levels of customer satisfaction and retention.
- Assisted customers in identifying and resolving issues, effectively handling complaints and escalations with professionalism and empathy.
- Provided product recommendations based on customer needs, promoting bank services such as loans, credit cards, and investment options to drive business objectives.
- Maintained up-to-date knowledge of banking regulations, policies, and procedures to ensure compliance and deliver accurate information to customers.
- Educated customers on digital banking tools and services, enhancing their understanding and usage of online and mobile banking platforms.
Education
MBA - Business Management
Trent University
Oshawa, ON12-2024
BBA - International Business & Management
Northwood University
12.2011
High School Diploma -
Gateway College
Sri Lanka06.2006
Skills
- Strong customer service skills
- Excellent communication skills
- Excellent listening skills and attention to detail
- Problem-solving ability
- Attention to detail
- Strong Sales skills
- Well Organized
- Time management and working under pressure
- Teamwork and Collaboration
- Understanding of regulatory compliance
Languages
Fluent in English
Fluent in Sinhala
References
Available on Request
Timeline
Retail Sales Associate
Knix
11.2023 - 01.2024
Service Assurance Specialist
Qatar Airways
10.2016 - 08.2023
Customer Service Executive
Seylan Bank
05.2012 - 09.2016
MBA - Business Management
Trent University
BBA - International Business & Management
Northwood University
High School Diploma -
Gateway College
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