SHASHI RANATHUNGA
Brampton,ON
Summary
Seasoned supervisor in office and administrative support with a solid background in overseeing daily operations and enhancing workflow efficiency. Skilled in team leadership, process optimization, and conflict resolution, ensuring smooth operational flow and staff productivity. Demonstrated ability to implement effective policies that significantly improve organizational procedures. Committed to fostering professional growth within teams while maintaining high levels of accuracy and compliance.
Overview
11
11
years of professional experience
Work History
Operations Supervisor
Mits Air Conditioning Inc
Mississauga, Ontario
10.2023 - Current
- Coordinated and supervised administrative tasks, including customer order processing, inventory management, and equipment database updates.
- Designed efficient workflows, ensuring seamless collaboration between sales, warehouse, and service teams.
- Enhanced team productivity and accuracy by training staff on HVAC-specific processes, safety procedures, and company policies.
- Improved inventory management accuracy by 15% through the introduction of advanced tracking tools and software systems.
- Resolved work-related challenges and generated progress reports to monitor operational success.
- Issued work schedules, duty assignments and deadlines for office or administrative staff.
- Ensured uninterrupted office operations by maintaining critical software and hardware systems.
Customer Service Manager
IWD IT Solutions
Kandy, Sri Lanka
01.2020 - 01.2022
- Evaluated overall effectiveness of existing customer service policies and procedures and recommended changes as necessary.
- Drafted scripts for agents handling incoming calls so that they can respond accurately and effectively.
- Evaluated employee job performance and motivated staff to improve productivity.
Senior Credit Executive
Citizens Development Bank
Colombo 10, Sri Lanka
02.2017 - 01.2020
- Interview applicants and potential borrowers for personal, mortgage, student, and business loans.
- Promote the sale of deposit, investment, credit, and loan products and services.
- Evaluate the loan applicant's financial status, references, credit, and ability to repay the loans.
- Assist clients by proposing solutions to address financial objectives, such as business expansion, debt management, investment, and other financial goals.
- Submit credit and loan applications to the Branch or Credit Manager, with recommendations for approval or rejection, ensuring that the credit standards of the institution are respected.
- Complete credit and loan documentation, preparation of loan applications for approvals by higher authority, review, and update credit files, and promote credit and loan products and services of the Bank.
Call Center Supervisor
Dialog Axiata PLC
Colombo 02, Sri Lanka
03.2014 - 01.2017
- Directed a high-performing team of 50 representatives, overseeing operations in mobile, broadband, and TV services.
- Improved service delivery and achieved a 30% increase in customer retention through enhanced quality assurance processes.
- Collaborated with management to introduce operational changes, contributing to the company’s revenue growth.
- Led recruitment efforts, successfully onboarding and mentoring new team members, which reduced turnover rates by 15%.
Education
Ontario College Postgraduate Certificate - Global Business Management
Mohawk College of Applied Arts And Technology
Hamilton, None06-2023
Bachelor of Science - Business Management
Northumbria New Castle
United Kingdom11-2016
Graduate Diploma - International Business Management
Business Management School
Sri Lanka11-2014
Skills
- Performance monitoring
- Safety oversight
- Process optimization
- Cost control
- Management
- Staff supervision
- Logistics coordination
- Office 365 migration
Timeline
Operations Supervisor
Mits Air Conditioning Inc
10.2023 - Current
Customer Service Manager
IWD IT Solutions
01.2020 - 01.2022
Senior Credit Executive
Citizens Development Bank
02.2017 - 01.2020
Call Center Supervisor
Dialog Axiata PLC
03.2014 - 01.2017
Ontario College Postgraduate Certificate - Global Business Management
Mohawk College of Applied Arts And Technology
Bachelor of Science - Business Management
Northumbria New Castle
Graduate Diploma - International Business Management
Business Management School
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