JALIYA WARUSAWITHARANA
Colombo
Summary
Seasoned professional in software support, back-office, administration, and project roles across diverse industries. Over the past five years, I've specialized in consulting and operations within SaaS and e-commerce domains, working remotely with clients across the UK, US, Australia, and New Zealand. I excel in remote environments, ensuring operational efficiency and exceptional customer service. Currently focusing on ERP and software consulting to help businesses streamline processes and optimize systems for growth. Also I bring expertise in Shopify store creation and management, including product uploads, inventory organization, SEO optimization, and third-party integrations. My e-commerce experience helps businesses enhance their online presence and streamline operations. Additionally, I'm focused on expanding my skills in social media marketing and SME growth strategies to drive scalability and brand visibility.
Overview
22
22
years of professional experience
1
1
Certification
Work History
ERP/ Software Support Consultant
Integral Management Systems Pty Ltd
02.2023 - Current
- Provide expert consultation and support for ensuring optimal implementation and user adoption.
- Analyze client business processes to identify areas for improvement and customize solutions tailored to specific operational needs.
- Assisted in data migration and integration of existing systems into Business Central, minimizing downtime and ensuring seamless transitions.
- Delivered training and support to end-users, enhancing their proficiency with functionalities and features.
- Collaborated with cross-functional teams to develop and implement workflows, improving overall efficiency and productivity.
- Developed and maintained documentation for processes, user guides, and training materials, ensuring consistent knowledge transfer.
- Monitored system performance and user feedback to identify issues and provide timely resolutions, enhancing user satisfaction.
- Install and configuring full software packages, conduct version/ Package upgrades on Clients on-Premise servers, Workstations and Cloud.
- Expertise in Australian Payroll Systems and Tax reporting.
- Conduct regular System Audits, develop custom reports and queries.
Shipping Coordinator
Rubber-Cal, Inc.
01.2023 - 12.2023
- Building and maintaining relationships with shipping merchants and traders, negotiating freight charges
- Acting as a liaison between clients and shipping companies to address and resolve complaints
- Generating shipping quotes and obtaining approvals from the management
- Coordinating and arranging Amazon vendor orders as per Amazon vendor standards
- Work with various back-ends of online shop fronts, receiving orders and coordinating shipments.
- Online platforms: Amazon, Wayfair, Homedepot, Walmart, Lowe's
- Coordinating warehouse staff to facilitate efficient land-based product shipping
- Assessing orders and handling order changes, returns, and cancellations
- Identifying optimal shipping methods and routes for courier services
- Scheduling loads and managing shipping documentation
- Update ERP system- Netsuite with all necessary shipping coordinates.
Order Processing Specialist + Customer Relation
Inspiry Partnership LTD
04.2021 - 10.2022
- Checking the Woo commerce back end for new sales orders and forwards approved purchase orders to vendors.
- Coordinate and manage vendors for expected delivery dates, stock levels, back order dates, & update Woo commerce order portal with relevant status and notes.
- Receive, priorities, process and identify incoming orders according to the sales policy and customer requirements.
- Maintain the order portal up-to-date hourly basis with all the order status, back order dates & tacking numbers/links.
- Liaison with customers/ customer service team for customer queries via phone, Zendesk, Hub spot.
- Keeping records of customer interactions, transactions, comments, and complaints.
- Resolve product or order/ service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
- Manage all communication with team members and ensure compliance to timeframe and quality.
Customer Service Executive
Random Software Ltd
01.2019 - 03.2021
- Deal with inquiries from customers via phone, email, web.
- Maintain support ticket system and knowledge base- Jira, Confluence & Trello
- Act as product owner, central communication point between development team and clients.
- Maintain project and code management systems and processes.
- Log clear, accurate and replicate bug reports.
- Verify and test bug fixes and new development works.
- Worked with clients and senior engineers to understand project requirements.
- Report to senior team regularly on project progress.
- Install data pump software on client's mixing scheme PCs and configure dashboard for appropriate users.
- Provide technical support remotely.
Sr. Service Coordinator
LG Electronics (LGEAI) - Customer Support Services
08.2015 - 10.2018
- Scheduling, follow up all daily A/C installation calls/jobs.
- Coordination between client/ installation team/ Sales team/ Showrooms and company concerns.
- Coordination and implementation of all project mode jobs.
- Ensure the correct products and services are delivered to customers in a timely manner.
- Serve as the link of communication between key customers and internal teams.
- Resolve any issues and problems faced by customers and deal with complaints to maintain trust.
- Play an integral part in generating high quality after sales service to the end users.
- Prepare regular reports of progress and forecasts to inter division and to management.
- Experienced in project coordination/ processes/ submittals and liaise with concern consultant/ contractor and client.
- Ensure all posting done on time, sub contractor's bill analysis, expense booking and forwarding to divisional accounts.
- Strong communication and interpersonal skills with aptitude in building relationships with professionals of all organizational levels.
- Advocating for adequate, timely, and cost-effective services and responding to any issues that occur during the delivery of services.
Senior Sales Coordinator/ Administrator
Awal Plastics W.L.L.
01.2010 - 11.2014
Export Sales Coordinator
Tylos Plastic Industries
08.2007 - 11.2009
Branch Executive
Kobian Technologies PVT LTD
02.2003 - 04.2007
Education
Bachelor of Science - BS - Business Administration and Management, General
Southern New Hampshire University
01.2022
Diploma in Business Management - Business, Management, Marketing, and Related Support Services
National Institute of Business Management
12.2009
Diploma in Computer Studies - MS Office, Basics of Computing
Nac Computer Studies
12.2003
Skills
- Training and coaching
- Strong interpersonal skills
- Employee Development
- Leading Team Meetings
- Problem-Solving
- Business Process Support
- Support Services
- Cross-Functional Collaboration
- Work Planning and Prioritization
- Customer Service
Languages
English
Hindi
Sinhalese
Certification
- Microsoft Dynamics Business Central Functional Consultant Microsoft Cooperation
- Microsoft Certified Professional Microsoft Cooperation
- Advance Excel LinkedIn Learning
Timeline
ERP/ Software Support Consultant
Integral Management Systems Pty Ltd
02.2023 - Current
Shipping Coordinator
Rubber-Cal, Inc.
01.2023 - 12.2023
Order Processing Specialist + Customer Relation
Inspiry Partnership LTD
04.2021 - 10.2022
Customer Service Executive
Random Software Ltd
01.2019 - 03.2021
Sr. Service Coordinator
LG Electronics (LGEAI) - Customer Support Services
08.2015 - 10.2018
Senior Sales Coordinator/ Administrator
Awal Plastics W.L.L.
01.2010 - 11.2014
Export Sales Coordinator
Tylos Plastic Industries
08.2007 - 11.2009
Branch Executive
Kobian Technologies PVT LTD
02.2003 - 04.2007
Diploma in Computer Studies - MS Office, Basics of Computing
Nac Computer Studies
- Microsoft Dynamics Business Central Functional Consultant Microsoft Cooperation
- Microsoft Certified Professional Microsoft Cooperation
- Advance Excel LinkedIn Learning
Bachelor of Science - BS - Business Administration and Management, General
Southern New Hampshire University
Diploma in Business Management - Business, Management, Marketing, and Related Support Services
National Institute of Business Management
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