Sheroza Ali
Wellampitiya
Summary
Versatile manager with background in coordinating diverse teams and managing complex projects. Skilled in strategic planning, operational improvement, and fostering collaborative environments. Demonstrated ability to enhance efficiency and productivity while maintaining high standards of quality. Successfully implemented innovative solutions that resulted in positive organizational changes.
Overview
9
9
years of professional experience
Work History
Assistant Manager in Customer Relations
Affno Virtual Market
Colombo
10.2023 - Current
- Maintained accurate records of sales transactions using point-of-sale systems.
- Communicated regularly with customers to gain insights into their needs.
- Managed customer service inquiries and complaints in a timely manner.
- Evaluated individual and team business performance and identified opportunities for improvement.
- Established processes for monitoring customer satisfaction levels.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Monitored employee attendance records, timekeeping, and payroll information.
Tele Sales & Support Team Lead
Affno Virtual Market
Colombo
03.2023 - 10.2023
- Read technical manuals, confer with users, or conducted computer diagnostics to investigate and resolve problems.
- Developed processes to streamline workflow within the support department.
- Trained new employees on company policies and procedures related to customer service.
- Developed training materials and procedures or trained users in proper use of hardware or software.
- Assisted in hiring new team members by conducting interviews and providing feedback during the selection process.
Marketing Coordinator & HR Assistant
Transsion Holdings
Colombo
03.2022 - 03.2023
- Conducted market research to identify trends, customer needs, and competitor strategies.
- Delivered administrative support services to improve marketing efforts.
- Implemented customer feedback mechanisms to enhance product offerings and marketing strategies.
- Interviewed and hired talented individuals to add value to marketing team.
- Evaluated success of campaigns by tracking relevant KPIs and metrics.
- Tracked and reported on key performance indicators to senior management.
- Facilitated new hire orientations and employee training sessions.
Phone Testing Engineer and Administration Senior
Transsion Holdings
Colombo
01.2019 - 03.2022
- Assisted in developing training materials for other testers on best practices for software testing.
- Maintained an up-to-date knowledge of current industry trends related to software testing processes and technologies.
- Utilized virtual machines for simulating various hardware configurations for testing purposes.
- Designed test cases based on use cases and business requirements documents.
- Assisted in troubleshooting customer problems reported through support tickets or other channels.
Complain Division Senior Executive
Samsung India Electronics (Sri Lanka branch)
Colombo
07.2017 - 12.2018
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Utilized various software and tools to streamline processes and optimize performance.
Contact Center Agent
Samsung India Electronics (Sri Lanka branch)
Colombo
06.2016 - 09.2017
- Two and half years experience as a Contact Center Agent-Inbound & Outbound
Education
Graduate Diploma - Business Management
BMS (Business Management School)
Colombo, 0612-2025
certificate - business management
CBM BMS (Business Management School)
Colombo, 0604.2024
GCE O/L - All Pass: 3As,3Bs and 3Cs
St. Anthony's Girls' College
Colombo, 0912.2015
Skills
- Customer service
- Employee training
- Team building
- Problem-solving
- Process improvement
- Process improvement strategies
- Staff supervision
- Strategic thinking
- Recruitment and hiring
- Scheduling and planning
- Business administration
- Employee performance evaluations
- Orientating and training
Languages
- English
- Tamil
- Sinhala
Personal Information
- Date of Birth: 10/16/98
- Nationality: Sri Lankan
- Visa Status: Visit visa
Languages
English
First Language
Tamil
Proficient (C2)
C2
sinhala
Proficient (C2)
C2
References
References available upon request.
Timeline
Assistant Manager in Customer Relations
Affno Virtual Market
10.2023 - Current
Tele Sales & Support Team Lead
Affno Virtual Market
03.2023 - 10.2023
Marketing Coordinator & HR Assistant
Transsion Holdings
03.2022 - 03.2023
Phone Testing Engineer and Administration Senior
Transsion Holdings
01.2019 - 03.2022
Complain Division Senior Executive
Samsung India Electronics (Sri Lanka branch)
07.2017 - 12.2018
Contact Center Agent
Samsung India Electronics (Sri Lanka branch)
06.2016 - 09.2017
Graduate Diploma - Business Management
BMS (Business Management School)
certificate - business management
CBM BMS (Business Management School)
GCE O/L - All Pass: 3As,3Bs and 3Cs
St. Anthony's Girls' College
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