Wathsala Sumanasena, Customer Service Representative

Wathsala Sumanasena

Customer Service Representative

ASB Bank

Location
Sri Lanka - Wattala
Education
Diploma, Culinary- Cook Basic Level 1
Experience
2 years, 5 months

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Work Experience

Total years of experience :2 years, 5 months

Customer Service Representative at ASB Bank
  • New Zealand
  • February 2014 to July 2014
Crew Member at Pita Pit
  • New Zealand
  • April 2013 to February 2014

- Greeting Customers and helping them to select the food item
- Taking down the orders
- Cash Handling
- Up selling and cross selling the products
- Accepting and making Deliveries
- Helping the overall operation

Guest Relations Officer at Pegasus Reef Hotel
  • Sri Lanka - Wattala
  • October 2012 to March 2013

- Greeting all the customers and guests upon their arrival.
- Confirm customers booking
- Attending phone calls from customers regarding availability of hotel rooms.
- Receiving payments from the guests
- Updating complete list of the hotel guests.
- Updating check-in and check-out timings of guests.
- Need to solve the problems or any issues that a customer or guest have with the hotel services.
- Making sales for walking guests
- Up-selling hotel services for the guests
- Transferring calls to the guest rooms and other hotel extensions
- Help the guests in filling reservation form
- Taking feedbacks from the customers or guests.

Freelance Interviewer at Nielsen Lanka Pvt LTD
  • Sri Lanka - Colombo 8
  • February 2010 to March 2010

- Persuade reluctant respondents to cooperate
- Conduct telephone surveys and Conduct face to face interviews on different projects
- Cold Calls
- Follow strict guidelines for obtaining consistently unbiased data
- Follow good customer service techniques at all times
- Follow good telephone techniques at all times
- Maintains confidentiality of procedures, scripts and respondent information at all times

Call Center Associate at Dialog Telekom PLC
  • Sri Lanka - Colombo 2
  • September 2008 to January 2009

- Promptly attend to all the customer requests with a professional and courteous service.
- Answer calls and respond to emails
- Handle customer inquiries both telephonically and by email
- Research required information using available resources
- Manage and resolve customer complaints
- Provide customers with product and service information
- Enter new customer information into system
- Update existing customer information
- Process orders, forms and applications
- Identify and escalate priority issues
- Route calls to appropriate resource
- Follow up customer calls where necessary
- Document all call information according to standard operating procedures
- Complete call logs and produce call reports
- Promote all products and services effectively to new customers and existing customers on new services and benefits.

Education

Diploma, Culinary- Cook Basic Level 1
  • at Liaison College
  • January 2012

Graduated with honors. • Won two Gold Medals for Novice Level Category G ( Plated Desserts) and Novice Level Category I ( Theme Cakes) from Culinary salon 2012 organized by Escoffier Society of Toronto

Diploma, Travel and Tourism- In Flights Services
  • at Seneca College
  • June 2011

Graduated with Honors. Completed my internship in Taprobane Travels, Scarborough, Ontario from 20th Jan 2011 to 15th April 2011as a trainee travel agent. Was responsible for; Responsibilities - Arranging flights, insurance and accommodation - Using a booking system to secure holidays - Collecting and processing payments - Advising clients on travel arrangements, e.g. visas and passports - Sending out tickets to clients - Keeping clients up to date with any changes - Dealing with complaints or refunds

Specialties & Skills

Hospitality
Guest Service
Call Center
Receptionist
Retail Industry
Customer Service
Cash Handling
TELEPHONE

Languages

English
Expert
French
Beginner
Hindi
Beginner

Training and Certifications

CPR- C (Certificate)
Date Attended:
October 2010
Valid Until:
January 9999