Summary
Overview
Work history
Education
Skills
Affiliations
References
Timeline
Generic
Rasika Perera

Rasika Perera

Glasgow ,Glasgow

Summary

An experienced multi skilled agent with 10+ years of invaluable experience working in the customer support departments of leading UK companies. Highly focused with a comprehensive knowledge of how to maintain a professional, helpful and courteous relationship with allocated clients.

Having an enthusiastic and positive attitude and working hard to ensure that receive an excellent level of service. Reliable & Focused on the development and progression of through consistent hard-work, passion and determination to succeed.

Overview

20
20
years of professional experience

Work history

Senior Customer Service Executive

FITSHOP
Rutherglen
12.2020 - Current
  • Performed frontline operations including appointment scheduling, referral bookings and cashiering duties.
  • Trained, coached and mentored 4-5 Customer Service Associates to consistently meet and exceed targeted department KPIs.
  • Overcame customer objections by troubleshooting issues to determine suitable solutions.
  • Managed quality of calls, using call monitoring software to determine areas of improvement.
  • Facilitated follow-up by maintaining accurate records of customer interactions.
  • Provided professional and helpful support to new and existing clients.
  • Offered detailed product and service advice based on customer needs.
  • Resolved complaints with proactive problem-solving and analysis.
  • Escalated complex issues quickly to supervisors to avoid lost revenue.

Dispatch/Planning Coordinator

Actavo Network Solution
Glasgow
09.2017 - 06.2020
  • Answer incoming calls, resolve issues in calm and professional manner, including answering questions or giving advice where appropriate.
  • Demonstrate strong working knowledge of help topics, technician abilities and job scheduling.
  • Direct customers or clients to relevant departments for questions relating to products or services received
  • Keep detailed records of call information, relevant location and Metering Jobs dispatched.
  • Plan and Organize engineers by creating effective schedules, using knowledge of diving routes, geography and traffic patterns.
  • Demonstrate strong questioning and assessment skills when speaking to customers in emergency, handle each call with calmness and update customers and engineers with any relevant information as soon as possible

Self Employed Courier

Handyman / Labourer
Glasgow
01.2010 - 09.2017
  • Minor plumbing and carpentry
  • Clearing or cleaning general areas
  • Shifting furniture or equipment
  • Assembling furniture or equipment
  • Garden/landscape installation and maintenance
  • Footpath maintenance
  • Painting and decorating
  • Clearing gutters
  • Maintaining property exterior through the different seasons

SONY Technical Service Advisor

SITEL UK Ltd
Kingston upon Thames
06.2008 - 08.2009
  • Providing support, help and advice to customers who use the company's products or services.
  • Also responsible for arranging appointments, explaining our products, answering questions, writing up orders, and asking for recommendations.
  • Ensuring that a customer's problem is brought to a satisfactory conclusion.
  • Making sure that all Health and Safety procedures are adhered to.
  • Completing all administrative tasks and updating records.
  • Ensuring all telephone calls are answered within a 15 second time frame.
  • Using Word & Excel to write reports and create invoices.

ZURICH Insurance Sales Agent Inbound/Outbound

SITEL UK Ltd
Kingston upon Thames
02.2007 - 06.2008
  • Calculate premiums and establish payment method.
  • Call on policyholders to deliver and explain policy, to analyse insurance program and suggest additions or changes.
  • Confer with clients to obtain and provide information when claims are made on a policy.
  • Customize insurance programs to suit individual customers, often covering a variety of risks.
  • Ensure that policy requirements are fulfilled, including any necessary medical examinations and the completion of appropriate forms.
  • Explain features, advantages and disadvantages of various policies to promote sale of insurance plans.

AIG Insurance Sales Representative

SITEL UK Ltd
Kingston upon Thames
11.2004 - 02.2007
  • Determines eligibility by comparing client information to requirements.
  • Establishes policies by entering client information
  • Confirming pricing.
  • Informs clients by explaining procedures, answering questions, providing information.
  • Maintains communication equipment by reporting problems.
  • Screens incoming and outgoing calls to ensure quality, customer service, and adherence to the policies and procedures of the organisation. Provides feedback to assist in the creation of performance improvement goals and the development of training programs.Relies on instructions and pre-established guidelines to perform the functions of the job. Works under general supervision. Typically reports to a manager.

Education

A-Levels - Maths, IT, Accounting, Physics

Merton College
Morden, South West London
2000

GCSE -

Sri Sumangla College
Sri Lanka
/1997 -

Skills

  • Responsible
  • Physically fit
  • Attention to detail
  • Confidence
  • Excellent communicator
  • Tactful & articulate
  • Problem solving
  • Excellent organisational skills
  • Team player

Affiliations

  • Music
  • Travelling
  • Cooking
  • F1, Cricket

References

References available upon request.

Timeline

Senior Customer Service Executive

FITSHOP
12.2020 - Current

Dispatch/Planning Coordinator

Actavo Network Solution
09.2017 - 06.2020

Self Employed Courier

Handyman / Labourer
01.2010 - 09.2017

SONY Technical Service Advisor

SITEL UK Ltd
06.2008 - 08.2009

ZURICH Insurance Sales Agent Inbound/Outbound

SITEL UK Ltd
02.2007 - 06.2008

AIG Insurance Sales Representative

SITEL UK Ltd
11.2004 - 02.2007

A-Levels - Maths, IT, Accounting, Physics

Merton College

GCSE -

Sri Sumangla College
/1997 -

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