Rifana Samath
Edgware
Summary
I am a self-motivated, highly organised person with excellent communication skills. I am a kind, caring and respectful individual and have an outgoing, helpful personality. I am capable of working on my own initiative and as a fully supportive team member. I am well versed in Microsoft Office and have good telephone skills.
Overview
27
27
years of professional experience
Work History
Back Office Coordinator/Confidential Secretary
Sri Lanka Insurance Corporation Ltd
Colombo- Sri Lanka
04.2010 - 12.2021
- Gathered and organized materials to support operations.
- Entered data, generated reports, and produced tracking documents.
- Managed company schedule to coordinate calendar and arrange travel.
- Evaluated operational practices and identified improvement opportunities to develop revisions for systems and procedures.
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
- Built highly-efficient administrative team through ongoing coaching and professional development opportunities.
- Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
- Monitored front areas so that questions could be promptly addressed.
- Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
- Organized spaces, materials and catering support for internal and client-focused meetings.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Improved office operations by automating client correspondence, record tracking and data communications.
- Kept high average of performance evaluations.
- Managed supervisor itinerary and appointments and streamlined scheduling procedures.
- Interceded between employees during arguments and diffused tense situations.
- Organized meetings for executives and coordinated availability of conference rooms for participants.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Drafted professional memos, letters, and marketing copy to support business objectives and growth.
- Routed business correspondence, documents, and messages to correct departments and staff members.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Kept reception area clean and neat to give visitors positive first impression.
- Responded to inquiries from callers seeking information.
- Restocked supplies and submitted purchase orders to maintain stock levels.
- Completed forms, reports, logs, and records to quickly handle all documentation for human resources.
- Assisted coworkers and staff members with special tasks on daily basis.
- Volunteered to help with special projects of varying degrees of complexity.
- Established administrative work procedures to track staff's daily tasks.
- Supported company leaders by managing budgets, scheduling appointments and organizing itinerary.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Increased office participation in special events by creating newsletter with detailed calendars and other office updates.
- Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
- Organized logistics and materials for each meeting and took detailed notes for later dissemination to key stakeholders.
- Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
- Transcribed and organized information to assist in preparing speeches and presentations.
- Managed filing system, entered data and completed other clerical tasks.
- Continually sought methods for improving daily operations, communications with clients, recordkeeping, and data entry for increased efficiency.
- Performed research to collect and record industry data.
- Created and maintained detailed administrative processes and procedures to drive efficiency and accuracy.
- Opened and properly distributed incoming mail to promote quicker response to client inquiries.
Secretary/ Sales Executive
Ceylon Continental Hotel
Colombo- Sri Lanka
08.2009 - 06.2010
- Handled sensitive information discreetly, maintaining confidentiality when managing personnel files or financial data.
- Organized travel arrangements for executive team, ensuring smooth logistics for multiple international trips.
- Conducted research for special projects, contributing valuable insights that informed strategic decisions.
- Enhanced office efficiency by implementing digital filing systems that streamlined paperwork processing.
- Oversaw inventory of office supplies, ensuring availability and cost-efficiency.
- Enhanced visibility of office policies by creating and distributing employee handbook.
- Facilitated inter-departmental communication to ensure all parties were informed of key updates.
- Supported company leaders by managing budgets, scheduling appointments and organizing itinerary.
- Performed research to collect and record industry data.
- Recorded new hires, transfers, terminations, changes in job classifications and merit increases to main human resources files.
- Increased office participation in special events by creating newsletter with detailed calendars and other office updates.
- Streamlined sales process to improve efficiency, reduce cycle time, and close deals faster.
- Expanded market share with strategic territory planning and targeted prospecting.
- Implemented CRM system for better customer tracking, leading to improved follow-up processes and higher conversion rates.
- Demonstrated expert product knowledge during client interactions, addressing questions/concerns confidently and offering solutions tailored specifically for them.
- Spearheaded entry into new markets, conducting feasibility studies and developing market entry strategies.
- Led cross-functional teams to support sales objectives, fostering collaboration between sales, marketing, and product development.
- Pioneered adoption of CRM software to improve customer relationship management and data analysis.
- Delivered persuasive presentations to key stakeholders, securing buy-in for strategic initiatives.
- Boosted team morale and performance by leading regular training sessions on sales techniques and product updates.
- Negotiated favorable terms with suppliers to improve product margins and competitiveness.
- Expanded company's reach by establishing partnerships with key industry players.
- Fostered culture of continuous improvement, encouraging feedback and innovative ideas from sales team.
- Streamlined sales processes to reduce cycle times and improve efficiency.
- Enhanced brand visibility, coordinating with marketing to develop impactful campaigns.
- Optimized sales funnel management, enhancing lead generation and conversion rates.
- Drove revenue growth, leveraging in-depth product knowledge to offer customized solutions.
- Increased market share with comprehensive competitor analysis and tailored marketing strategies.
- Built customer loyalty and retention by delivering excellent shopping experiences.
- Maintained up-to-date knowledge of store sales, payment policies and security standards.
- Recommended complementary purchases to customers, increasing revenue.
- Conducted product demonstrations to highlight features and redirect objections to positive aspects.
- Prioritized helping customers over completing other routine tasks in store.
- Monitored customers for signs of security concerns and escalated issues to management.
- Used in-store system to locate inventory and place special orders for customers.
- Managed efficient cash register operations.
- Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.
- Provided exceptional services and pleasant shopping experiences to retail customers.
- Created inviting environment for customers by maintaining store organization and cleanliness.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Wrapped, boxed and weighed bakery department products.
Administrative Assistant
International Federation of Red Cross and Red Crescent Society, Sri Lankan Delegation
Colombo- Sri Lanka
12.2005 - 12.2008
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Negotiated contracts with vendors and suppliers for office supplies, equipment and services.
- Developed strategies to streamline and improve office procedures.
- Drafted correspondence and other documents for CEO and department heads in company's voice.
- Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
- Assisted coworkers and staff members with special tasks on daily basis.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Increased office participation in special events by creating newsletter with detailed calendars and other office updates.
- Continually sought methods for improving daily operations, communications with clients, recordkeeping, and data entry for increased efficiency.
- Surpassed team goals by partnering with colleagues to implement best practices and protocols.
- Recorded new hires, transfers, terminations, changes in job classifications and merit increases to main human resources files.
- Performed research to collect and record industry data.
- Liaised between clients and vendors and maintained effective lines of communication.
- Transcribed and organized information to assist in preparing speeches and presentations.
Receptionist- Front Office
American National College, Sri Lanka
Colombo- Sri Lanka
07.2004 - 12.2005
- Confirmed appointments, communicated with clients, and updated client records.
- Managed multiple tasks and met time-sensitive deadlines.
- Responded to inquiries from callers seeking information.
- Answered central telephone system and directed calls accordingly.
- Resolved customer problems and complaints.
- Corresponded with clients through email, telephone, or postal mail.
- Answered phone promptly and directed incoming calls to correct offices.
- Maintained confidentiality of information regarding clients and company.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Kept reception area clean and neat to give visitors positive first impression.
- Assisted with onboarding new clients and securing paperwork completion.
- Maintained visitor log for entering and leaving facility for security purposes.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
- Handled incoming and outgoing package deliveries, working with vendors to complete special requests and track missing packages.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
- Assisted internal staff with clerical and administrative needs to maximize efficiency and team productivity.
- Sorted, received, and distributed mail correspondence between departments and personnel.
- Organized, maintained and updated information in computer databases.
- Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
- Operated multi-line telephone system to answer and direct high volume of calls.
Administrative Clerk/ Telephone Operator
Madulsima Plantations Ltd. Sri Lanka
Badulla - Sri Lanka
09.2001 - 06.2004
- Communicated with customers via phone and email to confirm deliveries and respond to inquiries.
- Answered multi-line phone system and transferred callers to appropriate department or staff member.
- Created welcoming environment for customer by greeting and assisting, as well as quickly responding to customer inquiries and needs.
- Leveraged individual strengths of staff members to increase productivity and accomplish daily tasks.
- Composed inter-office correspondence and provided product and service information to customers.
- Coordinated travel arrangements for staff members.
- Entered data into system and updated customer contacts with information to keep records current.
- Proofread and edited professional documents to fix errors.
- Operated switchboard and routed incoming calls to appropriate departments.
- Collected and verified telephone numbers, addresses, and proper spelling of names.
- Assisted colleagues with achieving task requirements, aiding team productivity and performance.
- Solved customer inquiries regarding products, orders and account balances quickly to meet service targets.
- Followed up on customer inquiries to confirm issues were adequately addressed.
- Directed incoming calls to internal personnel and departments, routing to best-qualified department.
- Responded to customer inquiries with patience and positivity to establish excellent first impression.
- Maintained accurate records of calls placed and received.
- Maintained detailed customer call and inquiry logs for performance monitoring.
- Monitored call queues and worked quickly to answer and resolve inquiries within target timeframes.
- Received incoming calls and paged individuals and departments over PA system.
- Troubleshot issues with telephone equipment and software to keep systems functional.
- Assisted over Number customers daily by answering questions and transferring to appropriate departments.
- Warmly greeted callers and offered assistance in transferring to appropriate department or employee.
- Operated computers and fax machines to send and receive messages to customers and coworkers.
- Handled customer complaints using strong engagement, research and issue-resolution skills.
- Collected personal information from customers to accurately document requests.
- Managed high volume of incoming calls from customers, providing outstanding customer service to callers.
- Performed data entry operations to update database with customer responses.
- Properly directed inbound calls in phone queues to improve call flow by Number%.
- Remained calm and poised in stressful situations, diffusing angry callers and mitigating issues.
- Provided new employees with voice and accent training to teach proper customer service etiquette.
Senior Banking Assistant
Seylan Bank, Sri Lanka
Colombo- Sri Lanka
02.1995 - 06.2000
- Advised customers of products and services and assisted bankers in delivering superior customer service.
- Completed e-learning plan and bank secrecy act training and maintained up-to-date banking knowledge.
- Managed customer service inquiries and pinpointed and implemented proper path to resolution.
- Partnered with high net worth customers and private bankers to answer complex questions and solve operational issues while delivering superior customer service.
- Arranged monies received in cash boxes and coin dispensers according to denomination.
- Assisted customers with banking needs and inquiries.
- Received mortgage, loan or public utility bill payments, verifying payment dates and amounts due.
- Generated monthly reports on customer activity and customer feedback.
- Handled various accounting transactions.
- Executed wire transfers, stop payments and account transfers.
- Maintained friendly and professional customer interactions.
- Trained new hires on customer service policies and procedures.
- Counted, verified and handled bank deposits and armored car transactions.
- Calculated fees due, interest and change for customer transactions.
- Monitored and verified suspicious activity on customer accounts.
- Referred customers to other banking departments for specialized services.
- Received loan and utility payments, sending funds to correct destinations.
- Educated customers on online banking and mobile banking applications.
- Performed account maintenance by closing out accounts and changing customer addresses.
- Processed applications for new accounts.
- Wrote and distributed customer correspondence.
Education
01.1992
01.1989
Skills
- Microsoft Office Word
- Microsoft Office Excel
- Microsoft Office Power Point
- Microsoft Office Outlook
- Lotus Notes
- Internet and E-mail
- Good communication and presentation skills
- Positive with a can do attitude and mentality
- Adaptable to situations
- Commitment to deadlines
- Taking responsibility
Pastemploymentexperience
- The Kingsbury Hotel, Sri Lanka, Secretary/ Sales Executive, 08/2009 - 06/2010
- International Federation of Red Cross and Red Crescent Society, Sri Lankan Delegation, Administrative Assistant, 12/2005 - 12/2008
- American National College, Sri Lanka, Receptionist- Front Office, 2003 - 2005
- Madulsima Plantations Ltd. Sri Lanka, Administrative Clerk, 2001 - 2003
- Sri Lanka Insurance Corporation Ltd, Coordinator/Secretary, 06/2010 - 2021
- Seylan Bank, Sri Lanka, Senior Banking Assistant, 1995 - 2000
Trainingcoursesworkshops
- Participated in Effective Writing Skills workshop conducted by British Council, Sri Lanka
- Participated in Conference for Women workshop conducted by McQuire Rens & Jones (Pvt) Ltd
- Participated in workshop on Secretariat Skills conducted by Smart Quest Sri Lanka
- Successfully completed a workshop in Professional Development conducted by Training Link International (Pvt) Ltd. Sri Lanka
Cover Letter
Dear Sir/ Madam, I am writing to apply for the role of Receptionist currently advertised. Please find enclosed a copy of my CV. As you'll see, I have valuable experience working in many fields previously and I was responsible for various secretarial duties and administrative support. I am a warm, positive and personable person with excellent communication skills, both written and verbal. I'm extremely organised and hardworking, with exceptional people skills. I have worked well independently and under pressure in a fast-paced office environments. With my experience and expertise, I strongly believe that I would be an asset to your team. I would like the opportunity to be a part of your team and provide an exceptional service to clients and good support to colleagues. Thank you for considering my application and I look forward to hearing from you at your earliest convenience. Yours Sincerely, Rifana Samath
Personal Information
- Date of Birth: 10/11/73
- Gender: Female
- Nationality: Sri Lankan
References
- Ms. Scherie Deen, Mentor/Teaching Assistant, schd@live.co.uk, +447502546059
- Ms. Natasha Fernando, Operations Support Partner, natasha.fernando@tesco.com, +44703575632
Timeline
Back Office Coordinator/Confidential Secretary
Sri Lanka Insurance Corporation Ltd
04.2010 - 12.2021
Secretary/ Sales Executive
Ceylon Continental Hotel
08.2009 - 06.2010
Administrative Assistant
International Federation of Red Cross and Red Crescent Society, Sri Lankan Delegation
12.2005 - 12.2008
Receptionist- Front Office
American National College, Sri Lanka
07.2004 - 12.2005
Administrative Clerk/ Telephone Operator
Madulsima Plantations Ltd. Sri Lanka
09.2001 - 06.2004
Senior Banking Assistant
Seylan Bank, Sri Lanka
02.1995 - 06.2000