Reshma Ramzi
Summary
Results-driven Senior Call Centre Executive with extensive experience in enhancing customer satisfaction and resolving escalated complaints. Skilled in managing high-volume interactions, increasing resolution rates, and identifying cross-selling opportunities. Committed to driving team performance through targeted coaching and strategic problem-solving.
Overview
3
3
Languages
1
1
year of post-secondary education
3
3
years of professional experience
Work History
Junior Executive
DFCC bank
Colombo
07.2026 - Current
- Analyzed financial data to support decision-making processes.
- Prepared reports on market trends and competitor analysis.
- Maintained databases for accurate record-keeping and reporting.
- Analyzed customer feedback surveys to assess customer satisfaction levels across various products and services offered by the company.
- Collaborated with teams to streamline operational workflows.
- Communicated benefits and value of additional products to enhance customer understanding.
- Built customer trust to identify and create opportunities for additional sales.
- Assessed customer needs to recommend suitable products and services.
Senior Client Centre Executive
Standard Chartered Bank
05.2025 - 07.2026
- Managed client relationships to enhance satisfaction and retention.
- Customer Service & Customer Experience Management
- Customer Escalation & Complaint Management
- Call Quality Assurance & Monitoring
- Cross-Selling & Upselling
- Team Leadership & People Management
- KPI & Target Management
- Team Leadership & People Management
- Performance Monitoring & Improvement
Client Centre Executive
Standard Chartered Bank
02.2024 - 05.2025
- Assisted in developing strategic initiatives aligned with corporate goals and objectives.
- Promoting complementary products and higher-value solutions.
- Coordinated cross-functional teams to streamline project workflows.
Education
HND in Network And Software Engineering
ICBT
05.2025 - 08.2026
Advanced Level - Vivekananda College
Ordinary Level - O.K.I International School
Skills
- Customer relationship management
- Cross-functional team leadership
- Team leadership
- Team collaboration
- Problem solving
- Performance optimization
- Effective communication
- Team communication
- Documentation skills
- Adaptable professional
- Professionalism
Languages
English
First Language
Sinhala
Proficient (C2)
C2
Tamil
Advanced (C1)
C1
References
References available upon request.
Timeline
Junior Executive
DFCC bank
07.2026 - Current
Senior Client Centre Executive
Standard Chartered Bank
05.2025 - 07.2026
HND in Network And Software Engineering
ICBT
05.2025 - 08.2026
Client Centre Executive
Standard Chartered Bank
02.2024 - 05.2025
Advanced Level - Vivekananda College
Ordinary Level - O.K.I International School