Rochana Tennakoon
824-A Thalangama North Malabe
Summary
With over 6 years experience in Customer Service Field . Im looking for challenging career opportunities to excel and grow in the field incorporating my experience and knowledge furthermore also to venture to other fields of HR , Administration and etc with my academic qualifications accordingly.
Skilled in fostering client relationships and identifying new business opportunities. Known for excellent communication and teamwork abilities, with a commitment to achieving company goals.
Passionate about continuous learning and professional development.
Overview
8
8
years of professional experience
Work History
After Sales Operations Executive
Homelands Skyline Pvt Ltd.
Battaramulla
01.2025 - 03.2025
- Collaborated with cross-functional teams such as marketing, finance, legal. to ensure successful execution of internal processes.
- Carried out best practices for managing customer relationships across various channels.
- Ensured compliance with applicable laws and regulations related to company's services.
- Resolved customer complaints regarding sales and service.
- Completion of customer deeds for their respective units, which are under different projects associated with Homelands Skyline and Homelands Properties.
Executive Customer Care Coordinator
KIA Sri Lanka PVT LTD
Malabe
07.2023 - 01.2025
- Handling Front Line Customer care and facilitating customer interactions
- Managing the service bookings, handling complaints and providing resolutions
- Inbound and outbound calls via the company hotline number.
- Providing assistance for the service campaigns held across all Kia Service branches. Data gathering via outbound calls in order for the management to facilitate the campaign pre planning.
- Carrying out all the customer interactions during service campaigns as well as providing follow up services for all customers whom participated to ensure satisfaction.
- Supported sales team members to drive growth and development.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
Senior Customer Response Management Officer (NON VOICE)
Dialog Axiata PLC
Colombo
02.2017 - 07.2023
- Engaging Customer Queries on all NON VOICE mediums such as Chat support, Social Media Platforms (Facebook Messenger and Whats app), My dialog app and also mail support via service@dialog.lk for all local and roaming customers
- Social Media Moderation - Moderation of the official Dialog Pages on Facebook and Instagram. Page content and comments are moderated to eliminate any possibilities of negative impact on brand and company.
- Provide services to International Customers via the above said mediums to provide the best customer experience.
- Community Connect Dialog official Forum Moderation
Education
MBA - Business And Administration
Asian Institute of Business & Technology
07-2024
NVQ(level 5) ICT - Information And Communication Technology
Vocational Training Authority of Sri Lanka
Narahenpita10-2017
HND Business Management and HRM -
ICBT Campus
Nugegoda01-2016
Diploma in Graphic Design and Desktop Publishing -
Sri Lanka Youth Council
Dehiwala01-2014
Edexcel Diploma in Business Management -
E-soft Campus
01-2013
Edexcel BTEC Level 3 Diploma(Engineering) - Engineering
Waltham Forest College
London07-2012
Skills
- Adobe Suite
- Microsoft Word
- Microsoft Excel
- Business intelligence
- Live chat support
- Customer engagement
- Customer queries
- Troubleshooting
- Customer needs assessment
- Customer relationship management
- Email management
- Relationship building
- Presentation skills
- Complaint handling
- Call center experience
- Customer retention
- Client engagement
- Team collaboration
- Escalation control
- Sales follow-up
Extracurricular Activities
Played for School Cricket Team interhouse athletic at Willesden International Sri Lanka Played for School soccer team at Norlington Boys school London
References
- Mr M.D.Nandana Cooray, Deputy Director, Ministry of Disaster Management, Vidya Mawatha, Colombo 07, 0718137968, mdnandana@gmail.com
- Mr Gamini B. Herath, President, CEFE Net Sri Lanka, 410/106 Bauddhaloka Mawatha, Colombo, Western Province, 00700, 0777343798, 0112685792, gbherath@gmail.com
Languages
Sinhala
First Language
English
Advanced (C1)
C1
Timeline
After Sales Operations Executive
Homelands Skyline Pvt Ltd.
01.2025 - 03.2025
Executive Customer Care Coordinator
KIA Sri Lanka PVT LTD
07.2023 - 01.2025
Senior Customer Response Management Officer (NON VOICE)
Dialog Axiata PLC
02.2017 - 07.2023
MBA - Business And Administration
Asian Institute of Business & Technology
NVQ(level 5) ICT - Information And Communication Technology
Vocational Training Authority of Sri Lanka
HND Business Management and HRM -
ICBT Campus
Diploma in Graphic Design and Desktop Publishing -
Sri Lanka Youth Council
Edexcel Diploma in Business Management -
E-soft Campus
Edexcel BTEC Level 3 Diploma(Engineering) - Engineering
Waltham Forest College
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