Keshini Erasha
No 273, Udammita Road, Raddoluwa, Seeduwa
Summary
Personable, friendly and solution-oriented professional with several years of experience in service and support. Customer-focused team player offering expertise in conflict mediation, time management and sales. Dedicated to customer loyalty and satisfaction.
Overview
5
5
years of professional experience
Work History
Call Center Representative (Inbound)
BTG Enterprises Pvt Ltd (Dialog)
Colombo 06
03.2024 - Current
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Monitored customer satisfaction levels through surveys and feedback forms.
- Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
- Processed orders, forms, applications, and requests accurately and efficiently.
- Consulted with customers to resolve service and billing issues.
- Offered additional products or services to enhance customer experience.
- Maintained records of customer interactions, transactions, comments and complaints.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
Call Center Representative (Outbound)
BIMA Lanka Insurance Brokers (Pvt) Ltd
Colombo 06, Western
01.2020 - 08.2020
- Recommended improvements in products, service and billing methods to management to prevent future problems.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Performed outbound calling campaigns to promote new products or services.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
Education
G.C.E O/L -
Wp/Ng Dr. Kulasingha College
Raddoluwa Seeduwa01-2018
Skills
- Call logging
- Call control
- Logging call information
- Call controlling
- Inbound phone calls
- Call handling
- Presenting
Languages
Sinhala
First Language
English
Intermediate (B1)
B1
Tamil
Intermediate (B1)
B1
Timeline
Call Center Representative (Inbound)
BTG Enterprises Pvt Ltd (Dialog)
03.2024 - Current
Call Center Representative (Outbound)
BIMA Lanka Insurance Brokers (Pvt) Ltd
01.2020 - 08.2020
G.C.E O/L -
Wp/Ng Dr. Kulasingha College
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