Shafna Hilmy
Kalubowila,Sri Lanka
Summary
A dynamic and driven professional with a proven record of excellence in global client support and operations. Skilled in fostering strong client relationships, swiftly resolving issues, and ensuring seamless service delivery through meticulous SLA monitoring and effective documentation. Thrive in fast-paced, collaborative environments, consistently optimizing support processes to enhance efficiency and client satisfaction. Recognized for a proactive approach, attention to detail, and the ability to manage multiple priorities while upholding the highest standards of quality and service excellence.
Overview
7
7
years of professional experience
Work History
Coordinator - Global Support & Services
MiHCM Solutions Pvt Ltd.
06.2022 - Current
- Handle client support requests, and ensure timely responses and solutions.
- Assign and track support tickets, ensuring SLAs and escalation paths are followed.
- Coordinate with internal teams to resolve client issues efficiently.
- Keep clients updated on the status of their support cases.
- Manage user registrations in the client support portal.
- Document support activities and maintain accurate records.
- Prepare weekly and monthly support reports for management.
- Conduct knowledge sharing sessions within the team.
- Suggest improvements to enhance support processes.
- Ensure all work complies with company quality and data security standards (ISO 9001, ISO 27001).
Associate Operations Analyst
SYNERGEN Health (Pvt) Ltd.
06.2021 - 06.2022
- Meet or exceed the targets as per signed Service Realization Plan (SRP)
- Meet or exceed Key Performance Indicators (Client, Company and Team)
- Supporting the during times of specific functional backlogs
- Sending daily EOD (End of the Day) updates on the functions and values achieved during the day and updating daily productivity numbers
- Sharing knowledge on a roster basis
- Conducting training sessions for junior colleagues based on team requirements
- Meet all company standards including but not limited to ISO 9001, ISO 27001, HIPAA, HITECH etc.
Junior Accounts Executive
Montrela Consultants (Pvt) Ltd.
04.2018 - 06.2021
- Completely handling the payroll and sales incentives of the company
- Preparing and issuing receipts and vouchers
- Entering financial data into the system (QB)
- Preparing monthly bank reconciliations
- Handling employee personal files and documents
- Handling administrative tasks
- Handling cheque payments and petty cash
- Following up on customer outstanding balances
Education
Master of Management Studies -
University of Colombo
Sri Lanka01-2026
BA (Hons) - Business Administration
London Metropolitan University
UK01-2020
Higher National Diploma - Business Management
Pearson BTEC - Esoft Metro Campus
01-2019
GCE Advanced Level -
Lindsay Girls' School
Colombo 0301-2017
Diploma - Information Technology with E-Commerce
Esoft Metro Campus
01-2015
GCE Ordinary Level -
Lindsay Girls' School
Colombo 0301-2014
Skills
- Effective Customer Communication and Problem Solving
- SLA Monitoring & Escalation Handling
- Client Relationship Building
- Documentation & Reporting
- MS Office (Excel, Word, PowerPoint)
- Effective Time Management
- Good Attention to Detail
- Team Networking
Achievements & Activities
- Champion Learner - Induction batch #105 at Synergen Health (Pvt) Ltd., 2021
- Silver Medalist at the Inter-School Milo Badminton Tournament, 2016
- Placed First at the Western Province Divisional Level English Language Competitions Under Creative Writing, 2013
- Prize Winner at The All Island Graded English Examinations of IWMS Consecutively for Two Years, 2012/13
- Member of the School Media Unit, 2013 - 2016
- Member of the School English Society, 2013 - 2017
Languages
Sinhala
First Language
English
Advanced (C1)
C1
Tamil
Upper Intermediate (B2)
B2
Accomplishments
- Promoted from Coordinator - MiHCM Support to Coordinator - Global Support & Services (2023)
Affiliations
- Champion Learner – Induction Batch #105 at Synergen Health (2021)
- Silver Medalist – Inter-School Milo Badminton Tournament (2016)
- 1st Place – Western Province Divisional English Creative Writing (2013)
- IWMS Prize Winner – All Island Graded English Exams (2012/2013)
- Member of the School Media Unit (2013–2016)
- Member of the School English Society (2013–2017)
References
- Mr. Duleepa Dilshan, Lecturer, University of Colombo, College House, 94 Kumaratunga Munidasa Mawatha, Colombo, 07, +94 77 9383664, duleepa@dinb.cmb.ac.lk
- Mr. Asantha Buddhika, Senior Manager - Technical Operations, MiHCM Solutions Pvt. Ltd., No. 192/10 9th Lane, Nawala Rd, 11222, +94 77 3088713, asantha@mihcm.com
Timeline
Coordinator - Global Support & Services
MiHCM Solutions Pvt Ltd.
06.2022 - Current
Associate Operations Analyst
SYNERGEN Health (Pvt) Ltd.
06.2021 - 06.2022
Junior Accounts Executive
Montrela Consultants (Pvt) Ltd.
04.2018 - 06.2021
Master of Management Studies -
University of Colombo
BA (Hons) - Business Administration
London Metropolitan University
Higher National Diploma - Business Management
Pearson BTEC - Esoft Metro Campus
GCE Advanced Level -
Lindsay Girls' School
Diploma - Information Technology with E-Commerce
Esoft Metro Campus
GCE Ordinary Level -
Lindsay Girls' School
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