Shashika Hettiarachchi
Summary
Knowledgeable and dedicated customer service professional with extensive experience in customer service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success.
Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
21
21
years of professional experience
Work History
Guest Relations Officer
Day Inn Hotel
07.2023 - Current
- Responded to incoming guests, telephone calls and email inquiries with efficiency and professionalism.
- Greeted guests upon arrival and offered assistance.
- Assisted guests with check-ins, account inquiries and any additional services needed.
- Answered guest inquiries and provided information regarding hotel services and amenities.
- Recommended hotel services or amenities that guest may find useful.
- Maintained consistent positive customer feedback.
- Provided guest assistance and recommendations for tourist attractions.
- Streamlined check-in process to decrease wait times and increase customer satisfaction.
- Resolved sources of dissatisfaction and implemented processes to prohibit future service obstacles.
- Investigated guest challenges and sources of dissatisfaction to offer timely resolution.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained up-to-date knowledge of product and service changes.
- Responded proactively and positively to rapid change.
- Educated customers about billing, payment processing and support policies and procedures.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Promptly responded to inquiries and requests from prospective customers.
- Managed timely and effective replacement of damaged or missing products.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Customer Service Officer
CITIBANK N.A.
03.2010 - 07.2022
- Work within the centralized Customer Service unit at Citi-providing post-transactional servicing for clients across cash management, trade finance, loans, forex and liquidity management products
- Collaborate with sales, product, and operations teams to effectively respond to post-transactional queries-ensuring a high standard of customer service and responsiveness throughout the process
- Provide value-added services and cross-sell Citi's banking products to secure greater synergies and increase wallet share of customers to expand the bank's topline revenues
- Identify and resolve customer concerns/ complaints arising from operational issues with minimal lead-time
- Maintain strong and sustainable customer relationships on the back of exceptional service delivery, as well as a commitment to improve service levels on an ongoing basis
- Provide constructive feedback and actionable suggestions to senior management on rectifying service issues and enhancing customer service levels in line with global standards and best-practices
- Investigate individual customer complaints and evaluate collective complaint trends-performing root-cause analyses and liaising with operation teams to identify and initiate solutions.
Internal Audit Assistant
CITIBANK N.A.
02.2006 - 02.2010
- Working within the centralized Internal Audit department at Citi, I worked in collaboration with all stakeholders to assess and mitigate risks associated with daily functions and transactions
- Prepared reports based on internal audit assessments for circulation among operations teams and senior management
- Implemented and administered third-party information security systems in compliance with global standards
- Conducted regular routine and ad-hoc tasks including clearing of interim accounts, cash counts etc.
Insurance Officer
AIA Insurance
01.2003 - 02.2006
- End-to-end managed the processing of insurance applications and claims-ensuring a seamless service experience for customers
- Participated in numerous educational programs and workshops to hone my technical knowledge as well as soft skills in communication, relationship management, teamwork etc.
Education
Professional Diploma in International Business - International Business
London School of Commerce
United Kingdom01.2022
MBA - Business Administration
University of Bedfordshire
United Kingdom01.2021
Higher Diploma in Computer Science -
London Business School
Sri Lanka 01.2007
Diploma in Computer Science -
Westfield Institute of Business & Technology
Sri Lanka 01.2002
Certificate in Smart Executive - Computing Systems
OpenArc Campus
Sri Lanka06.2001
Skills
- Providing effective and responsive customer service
- Responding rapidly to customer queries/concerns
- Initiate and implement customer service improvements
- Performing root-cause analysis on customer complaints
- IT systems administration & computing skills (MS Office)
- Analytical problem solving and decision making
- Organizational skills
- Cultivating a teamwork-oriented and cooperative work culture
- Advanced interpersonal and communication skills
- Team Member Development
- Customer Rapport
- Guest Inquiry Resolution
- Guest Services
- Guest Complaint Resolution
- Guest Communication
Profile Info
A highly motivated individual with an MBA from Bedfordshire University and over 19 years' experience across Banking, Finance, and Insurance industries, who displays complete professionalism at all times. Highly adaptable, I thrive on new challenges and enjoy working alone or as part of a team. I am cheerful, patient, kind, friendly and highly empathetic with excellent interpersonal and communication and the ability to converse fluently in English and Sinhalese. I am also a very good listener and like to let my clients express their thoughts and emotions. The needs of my clients and their loved ones are always my highest priority.
Training
CUSTOMER ORIENTATION WORKSHOP, Institute of Bankers of Sri Lanka (IBSL), 2007
References
Available on request
Languages
English
Full Professional
Timeline
Guest Relations Officer
Day Inn Hotel
07.2023 - Current
Customer Service Officer
CITIBANK N.A.
03.2010 - 07.2022
Internal Audit Assistant
CITIBANK N.A.
02.2006 - 02.2010
Insurance Officer
AIA Insurance
01.2003 - 02.2006
Professional Diploma in International Business - International Business
London School of Commerce
MBA - Business Administration
University of Bedfordshire
Higher Diploma in Computer Science -
London Business School
Diploma in Computer Science -
Westfield Institute of Business & Technology
Certificate in Smart Executive - Computing Systems
OpenArc Campus
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