SACHINTHA BULATHSINHALA
Summary
Experienced Customer Relationship Specialist with an impressive 8-year customer service and relationship management track record. Proficient in handling diverse customer interactions, including in-person, telecommunication, and video calls. Demonstrated success in team leadership, achieving targets, and enhancing customer retention. Skilled at identifying operational improvements and implementing effective strategies. Known for problem-solving skills, domain expertise, and unwavering professional integrity.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Customer Service Executive
Creately
06.2021 - 05.2023
- Delivered prompt, precise support to global customers, resolving issues and achieving over 90% satisfaction rating
- Authored and updated help center articles, enhancing self-service rate with clear instructions
- Managed data cards for support functions, ensuring accuracy and generating key performance reports
- Identified and analyzed customer and team trends, providing improvement insights to management
- Developed optimized macros for team use, reducing response time by at least 10%
- Conducted ongoing peer assessments and trainings, enhancing team skills and knowledge
- Assisted management with operational tasks related to support function, meeting deadlines and standards.
Corporate Communications Specialist
Epic Lanka
02.2020 - 05.2021
- Implemented marketing campaigns, boosting brand awareness and engagement by 25%
- Regularly updated website content, increasing traffic by 30%
- Successfully organized branding and communication events
- Coordinated with PR agencies and suppliers, fostering long-term relationships
- Managed social media platforms, increasing following and reach by almost 30% during the one year tenure
- Supported daily operational tasks, ensuring timely completion with minimal errors.
Content Writer Cum Marketing Executive
Softcodeit Solutions
05.2017 - 01.2020
- Authored engaging business communications, boosting readership and conversion rate by 40%
- Managed company's social media, growing presence and reach by 60%
- Assisted in writing and proofreading documents, meeting company and client standards
- Facilitated communication between UI/UX, management, and product teams
- Assisted in administrative tasks, ensuring efficiency and accuracy
- Represented the company at industry events, promoting the brand and networking
- Organized and hosted company-wide events, including product launches and training workshops
- Proofread all written material before publication for grammar, punctuation, and spelling errors
- Maintained an up-to-date knowledge of emerging technologies that impact digital content production
- Integrated multimedia elements such as videos, graphics, or audio recordings into blog posts or web pages whenever possible
- Created new ideas, products, and storyboards for new marketing campaigns.
Customer Relationship Executive
Weblook International (Pvt) Ltd
10.2016 - 03.2017
- Cultivated enduring relationships with clientele, driving upselling and cross-selling opportunities through attentive service and personalized recommendations.
- Established a proactive follow-up process to guarantee issue resolution, fostering trust and loyalty among clients.
- Utilized advanced analytics tools (such as Google Analytics) to assess client website performance comprehensively.
- Identified key areas for improvement and optimization.
- Produced regular analytical reports customized to the specific needs of existing clients.
- Offered valuable insights and actionable recommendations for performance enhancement.
- Collaborated with clients to develop innovative solutions, driving continuous improvement and exceeding expectations.
- Crafted narratives and informative materials that drive user engagement and reinforce brand identity.
- Produced engaging and persuasive website content, effectively communicating brand messaging and value propositions to target audiences.
- Implemented robust project management methodologies.
- Optimized resources and mitigated risks to achieve project objectives effectively.
Project Executive (Showroom/Sales)
Design Via Milano
08.2016 - 10.2016
- Greeted and engaged customers warmly and professionally, creating a welcoming showroom atmosphere.
- Developed an in-depth understanding of the product range, including materials, craftsmanship, and design.
- Effectively communicated unique selling points to customers.
- Assisted customers in selecting products tailored to their needs.
- Provided guidance on style, fit, and suitability.
- Achieved and exceeded sales targets through effective techniques.
- Ensured immaculate showroom presentation, including product displays, cleanliness, and organization.
- Built and maintained strong customer relationships to foster loyalty and repeat business.
- Followed up with exceptional after-sales service.
- Assisted in stock replenishment, stocktaking, and accurate record-keeping.
- Collaborated with the showroom team to ensure a seamless and harmonious customer experience.
Marketing and Sales Executive
DPJ Holdings (Pvt) Ltd.
04.2016 - 08.2016
- Liaised and networked with a range of clients from different domains who needed barcode and labeling products/services.
- Canvassed new customers through cold calling and door-to-door sales.
- Managed customer relationships to upsell and cross-sell our products and services.
- Analyzed and investigated price, demand, and competition to create reports for the General Manager.
- Wrote copy for all marketing collateral, including business proposals, letters, and emails.
- Arranged production and distribution between the factory and customers.
- Produced an accurate summary of the monthly Key Performance Indicators (KPIs) achievements of the team.
Trainee Banking Assistant
Seylan Bank PLC
10.2012 - 12.2013
- Provided exceptional customer service to all bank clients.
- Addressed inquiries, resolved issues, and guided them through various banking transactions.
- Accurately and securely handled cash transactions, including deposits, withdrawals, and currency exchange.
- Assisted customers with account-related activities, such as opening and closing accounts, updating account information, and issuing account statements.
- Maintained meticulous records of all transactions, ensuring compliance with bank policies and regulations.
- Provided administrative assistance to the branch manager and other team members in data entry, document filing, and appointment scheduling.
- Developed a comprehensive understanding of the bank's products and services.
- Effectively cross-sold and promoted financial solutions to customers at the bank as well as through door-to-door sales campaigns.
- Adhered to all security protocols and compliance regulations to safeguard the bank's assets and customer information.
- Engaged collaboratively with other team members to ensure smooth branch operations and consistent service delivery.
Education
Marketing Management - Marketing
Seneca College
York, ONPostgraduate Diploma in Business Management - Business Management
University of Colombo
12.2021
Executive Diploma in Business Administration - Business Administration
University of Colombo
07.2020
Skills
- Listening and Empathy
- Active Listening
- Quick Learning
- Understanding People and Behaviors
- Effective Communication
- Time Management
- Fluency in English and Sinhala (learning French and can understand Hindi fairly)
- Teamwork
- Problem-Solving
- Team Management
- Giving Attention to Detail
- Adaptability
- Customer service excellence
- Conflict resolution
- Customer Relationship Management
- Proficient in MS Office Suite: Word, Excel, PowerPoint, Access; Google Workspace: Slides, Docs, Sheets, Forms, and more SaaS and PaaS software
Certification
- The Chartered Institute of Marketing, Professional Certificate in Marketing (Customer Experience), 2018, Merit Pass
- Explore/analytics by Zendesk, 11/01/20
- Creating Positive Conversations with Challenging Customers, 2019
Languages
English
Professional Working
Sinhala
Native or Bilingual
French
Elementary
Hindi
Elementary
References
Available Upon Request
Additional Information
Certifications
Google Ads Search Certification (Google Digital Academy (Skillshop))
Asking Great Sales Questions (LinkedIn Learning)
How to Sell Anything with Confidence (LinkedIn Learning)
Inbound Marketing (Hubspot Academy)
Inbound Sales (Hubspot Academy)
Learning Adobe Spark (LinkedIn Learning)
PowerPoint Essential Training (Office 365/Microsoft 365)
Excel: Introduction to Charts and Graphs (LinkedIn Learning)
Excel: Introduction to Formatting (LinkedIn Learning)
Explore/analytics (Zendesk)
Creating positive conversations with challenging customers (LinkedIn Learning)
Time management fundamentals (LinkedIn Learning)
Boost Your Post (Meta)
Publications
Colombo University spreading it's wings across education
St Mary's College, Negombo celebrates 143rd anniversary in grand style
Timeline
Customer Service Executive
Creately
06.2021 - 05.2023
Corporate Communications Specialist
Epic Lanka
02.2020 - 05.2021
Content Writer Cum Marketing Executive
Softcodeit Solutions
05.2017 - 01.2020
Customer Relationship Executive
Weblook International (Pvt) Ltd
10.2016 - 03.2017
Project Executive (Showroom/Sales)
Design Via Milano
08.2016 - 10.2016
Marketing and Sales Executive
DPJ Holdings (Pvt) Ltd.
04.2016 - 08.2016
Trainee Banking Assistant
Seylan Bank PLC
10.2012 - 12.2013
Marketing Management - Marketing
Seneca College
Postgraduate Diploma in Business Management - Business Management
University of Colombo
Executive Diploma in Business Administration - Business Administration
University of Colombo
Similar Profiles
SAUMYA KULATHUNGASAUMYA KULATHUNGA
Senior Customer Support Specialist (SaaS) at CreatelySenior Customer Support Specialist (SaaS) at Creately
Varun VijayVarun Vijay
Customer Service Executive )( Customer Service Executive ) Social at NACustomer Service Executive )( Customer Service Executive ) Social at NA
Bharti Bharti null
Customer Service Executive at BP Fuel StationCustomer Service Executive at BP Fuel Station
Cheryl TongCheryl Tong
Customer Service Executive at Nefab Singapore Pte LtdCustomer Service Executive at Nefab Singapore Pte Ltd
Alexandra GogouAlexandra Gogou
Customer service executive at Netceed UK LimitedCustomer service executive at Netceed UK Limited