Jayath Malaka Jayasekara

• Multichannel Interaction: Handling inbound
inquiries and making outbound follow-ups via phone,
email, web chat, and messaging apps like WhatsApp.
• Inquiry Resolution: Providing accurate information
about products, services, billing, or technical
troubleshooting.
• Customer Advocacy: Resolving complaints with
empathy and professional de-escalation techniques.
• Data Management: Recording detailed summaries of
every interaction in CRM (Customer Relationship
Management) systems to maintain a continuous
customer journey.
• Sales & Retention: Identifying opportunities to upsell
or cross-sell products and assisting in customer
retention efforts.

• Sales Cycle Support:
• Processing new sales leads and directing them to the
appropriate sales representative.
• Preparing formal quotations, sales contracts, and
invoices for clients.
• Tracking orders from initial inquiry through to
delivery and final payment.
• Customer Communication:
•
Acting as the primary point of contact for customer
queries regarding order status, pricing, and
availability.
• Managing and resolving customer complaints or
directing them to technical support teams.
• Data & CRM Management:
• Maintaining and updating the Customer
Relationship Management (CRM) system with
accurate contact info and sales history.
• Generating weekly and monthly sales performance
reports for the management team.
• Administrative Coordination:
• Scheduling meetings, travel, and site visits for the
sales executives.
• Ensuring the sales team has the necessary
promotional materials (brochures, samples, etc.) for
meetings and events.

• Sales & Lead Generation:
• Identifying and reaching out to potential clients
through cold calling, emails, and social media
(LinkedIn).
• Conducting product demonstrations or sales pitches
to explain features and benefits.
• Following up with existing leads to close sales and
meet monthly/quarterly targets.
• Marketing Support:
•
Assisting in the creation of marketing materials like
brochures, social media posts, and email newsletters.
• Helping coordinate promotional events, trade fairs,
and product launches.
• Monitoring competitor activities and market trends
to provide feedback to the management team.
• Client Relationship Management:
•
Acting as a point of contact for clients to handle
inquiries, resolve issues, and ensure long-term
retention.
• Updating and maintaining customer data in CRM
(Customer Relationship Management) software.
• Reporting:
• Preparing daily or weekly sales reports and tracking
the progress of marketing campaigns.

• Inquiry & Lead Management:
•
Act as the first point of contact for inquiries via
phone, social media (WhatsApp, Messenger), digital
platforms, and walk-ins.
• Promptly follow up on leads to improve conversion
rates and manage the sales funnel.
• Educational Counseling:
• Provide detailed information on academic programs,
career pathways, fees, and eligibility requirements.
• Conduct campus tours and one-on-one consultations
to help students and parents make informed
academic choices.
• Admissions & Process Support:
• Guide students through the application process,
verifying documentation and facilitating registration.
• Coordinate with internal departments (Finance,
Registry, Academic) for seamless onboarding and fee
processing.
• Outreach & Promotion:
• Represent the institution at recruitment events,
exhibitions, seminars, and school visits to generate
new leads.
•
Assist in planning marketing campaigns and
promotional content (SMS, flyers, social media).
• Administration & Reporting:
• Maintain accurate records in Customer Relationship
Management (CRM) systems and student databases.
• Prepare regular reports on enrollment metrics,
conversion performance, and market trends for
management.

• Strategic Planning & Alignment:
• Partnering with senior leadership to translate long
term goals into actionable operational plans.
• Overseeing cross-departmental projects to ensure
Sales, Marketing, Finance, and HR are working
toward the same Key Performance Indicators (KPIs).
• Process Optimization:
• Identifying operational bottlenecks and
implementing scalable systems to improve
productivity.
• Establishing Standard Operating Procedures (SOPs)
to maintain a consistent baseline across different
business groups.
• Data & Performance Management:
• Building dashboards and reporting systems to track
organizational health and fiscal performance.
• Conducting cost-benefit analyses and resource
allocation to maximize profitability and reduce waste.

I performed student counseling, attended marketing campaign events, telemarketed to
potential students through digital communication, sent e‑flyers via social media, WhatsApp,
and email, and created an Excel sheet to track customer contacts from leads generated by
in quiries from online advertisements. To improve reach, followed up with the prospect.
Participated in sales training, including seminars, roleplaying, orientation, and on‑the‑job
grooming.

• Rotational Learning: Working across departments
like Sales, Marketing, Finance, and HR to understand
how they interconnect.
• Operational Support: Assisting senior managers with
daily tasks, performance evaluations, and
administrative duties.
• Project Management: Leading or contributing to
small-scale projects, including planning, coordination,
and identifying efficiencies.
• Data Analysis: Collecting and analyzing data to help
management make strategic, fact-based decisions.
• Strategic Participation: Attending board meetings,
workshops, and seminars to learn about corporate
strategy and goal setting.

Using data from conversation databases, I used SQL throughout my six‑month internship to
determine the number of consumers among mobile users. I also acquired customers for those
w ho required mobile packages. I participated in webinars, seminars, and online training
courses and conducted some telemarketing for both new and existing clients. Finished a
couple of PowerPoint slides to present Dialogs new mobile bundles to the team and clients.
Held daily team meetings to discuss business operations and sales.

I began as a management trainee before rising to the position of Junior Marketing Executive
and utilized WordPress software to update the recruitment website with new content. Created
jo b posters, or e‑flyers, using basic Adobe Photoshop and posted them online. We telemarket
to prospective clients and customers who are interested in job openings, providing HR
Consulting Services for hiring and HRM, handle business development activities by obtaining
contacts (contracts) from clients and customers who require our recruitment services through
Li nkedIn, and maintain an Excel spreadsheet customer contact database to track down those
w ho have requirements related to the services we offer. Created a marketing plan using a Word
Document to outline the environmental study of the business. I updated recruitment websites,
created job posters, provided HR consultation, and managed business development. I
maintained a customer database and created a marketing plan, utilizing WordPress software
and Adobe Photoshop to reach potential clients and customers.

M aintained company records to ensure they are correct and available to other staff members
Typing of business papers such as letters and reports
Sorting mail, answering it, and delivering it to the correct staff members
Responding to emails and phone calls and transferring them to other staff members as needed
Creating bills and collecting unpaid balances
During meetings, taking minutes and dictating
Organizing the business travels of other corporate personnel
Keeping an eye on office supplies and alerting the office manager when supply levels are low