ASHINI FERNANDO
Kandy, Sri Lanka | Open To Relocation
Summary
Results-driven customer service and operations professional with expertise in team leadership and client outreach. Experienced in managing high-volume support environments and leading teams to achieve service standards. Strong background in airline reservations and travel operations, complemented by formal training in Amadeus GDS and cargo handling.
Overview
1
1
Language
6
6
years of professional experience
Work History
Client Outreach Executive
NorthLark
02.2026 - 05.2026
- Identified and engaged prospective clients through outbound outreach activities, including email, phone, LinkedIn, and networking channels.
- Built and maintained strong client relationships as primary contact for inquiries and service discussions, enhancing client satisfaction and engagement.
- Coordinated product demonstrations and meetings, facilitating engagement between prospective clients and sales team.
- Supported business development initiatives by researching target markets, identifying opportunities, and generating qualified leads.
- Collaborated with internal teams to streamline client onboarding and ensure timely follow-up on client requirements, improving overall client experience.
- Updated client information, leads, and engagement activities in CRM systems, ensuring accurate and accessible client data.
- Analyzed client feedback and market trends to identify service improvements, supporting business growth initiatives.
- Assisted in preparing proposals, presentations, and client communication materials.
- NorthLark is a technology and consulting firm specializing in customer onboarding, Know Your Customer (KYC), Anti-Money Laundering (AML), compliance, and due diligence solutions. The company supports organizations in streamlining regulatory compliance processes through technology-enabled services and client-focused solutions.
Assistant Team Lead
FBC Asia Pacific Lanka (Pvt) Ltd
04.2023 - Current
- Acted as an Assistant Team Lead, following my advancement from Senior Client Relationship Executive and Knowledge and Escalations Specialist roles. I Led the email and web chat support team for a prestigious telecommunications client in Sri Lanka, ensuring efficient service delivery, issue resolution, and customer satisfaction.
- Functioned as the Assistant Team Lead, following advancement from Senior Client Relationship Executive and Knowledge and Escalations Specialist roles. Led the email and web chat support team for a prestigious telecommunications client in Sri Lanka, delivering effective service and addressing issues.
- Led a team of over 20 members in providing email and web chat support for clients. for email and web chat support, ensuring effective service delivery and customer satisfaction.
- Collaborated with senior leadership to establish team goals and implement operational strategies, enhancing overall team performance.
- Monitor team productivity and quality, ensuring consistency in customer service standards and meeting service level agreements (SLAs).
- Assist in performance evaluations and provide constructive feedback to team members to drive improvement.
- Handle escalated customer inquiries and complaints, providing effective solutions in a timely manner.
- Assisted new team members in understanding tools and resources for optimal performance. in using tools and resources effectively.
- Cultivated positive work environment, boosting team morale through motivation and support.
Knowledge & Escalations Specialist
FBC Asia Pacific Lanka (Pvt) Ltd
10.2021 - 03.2023
- Acting as a subject matter expert for product knowledge, policies, and troubleshooting.
- Coached and guided frontline agents in effectively resolving complex queries, improving customer interactions.
- Ensuring timely resolution of escalations while maintaining customer satisfaction.
- Ensured timely resolution of escalations, maintaining high customer satisfaction.
- Collaborated with internal departments to resolve escalated issues efficiently.
- Standardized responses for common escalations, enhancing troubleshooting guidelines.
- Standardizing responses for common escalations and improving troubleshooting guidelines.
- Acting as the point of contact between frontline agents and higher-level support teams.
- FBC Asia Pacific Lanka (Pvt) Ltd is a business process outsourcing company that provides comprehensive customer support services to both local and international clients. I served as an Assistant Team Lead, having progressed through roles as a Senior Client Relationship Executive and a Knowledge and Escalations Specialist. I Led the email and web chat support team for a prestigious telecommunications client in Sri Lanka, ensuring efficient service delivery, issue resolution, and customer satisfaction.
Customer Relationship Associate
FBC Asia Pacific Lanka (Pvt) Ltd
11.2020 - 10.2021
- Delivered exceptional customer service and supported organizational mission through timely task completion.
- Addressed customer inquiries by analyzing needs; reviewing past interactions; gathering and researching information; compiling and forwarding relevant details; confirming customer understanding.
- Improved service quality by proposing process enhancements and identifying new product and service opportunities.
- Performed tasks to support organizational goals.
Education
GCE Advanced Level - Arts Subjects: Economics, Logic and History
Good Shepherd Convent Kandy
GCE Ordinary Level - Medium: Sinhala
Good Shepherd Convent Kandy
KandyDiploma - Airline Reservations, Marketing, Fares/E-Ticketing, GDS
International Airline Ticketing Academy
ColomboSkills
- Lead generation strategies
- CRM data management
- Onboarding processes
- Customer engagement strategies
- Quality assurance
- Team leadership
- Digital communication management
- Communication strategies
- Relationship building
- Conflict resolution
- Service recovery
- Interpersonal communication
LANGUAGE PROFICIENCY
Excellent in Sinhala language, Excellent in English Language, Fair understanding of Tamil Language
EXTRA CURRICULAR ACTIVITIES
Excellent in Sinhala language, Excellent in English Language, Fair understanding of Tamil Language
DECLARATION
Excellent in Sinhala language, Excellent in English Language, Fair understanding of Tamil Language
Languages
Excellent in Sinhala language, Excellent in English Language, Fair understanding of Tamil Language
Languages
English
Proficient
C2
Timeline
Client Outreach Executive
NorthLark
02.2026 - 05.2026
Assistant Team Lead
FBC Asia Pacific Lanka (Pvt) Ltd
04.2023 - Current
Knowledge & Escalations Specialist
FBC Asia Pacific Lanka (Pvt) Ltd
10.2021 - 03.2023
Customer Relationship Associate
FBC Asia Pacific Lanka (Pvt) Ltd
11.2020 - 10.2021
GCE Advanced Level - Arts Subjects: Economics, Logic and History
Good Shepherd Convent Kandy
GCE Ordinary Level - Medium: Sinhala
Good Shepherd Convent Kandy
Diploma - Airline Reservations, Marketing, Fares/E-Ticketing, GDS
International Airline Ticketing Academy