SHERON FERNANDO
Dubai,United Arab Emirates
Summary
Dynamic and driven professional with over 6 years of experience in customer service, sales, operations & administration across the automotive, real estate, insurance, and telecommunications sectors in the UAE and Sri Lanka.
Overview
6
6
years of professional experience
Work history
Customer Service Representative
Hertz Al Futtaim
Dubai, United Arab Emirates
04.2025 - 10.2025
- Customer Relationship Management: Delivered exceptional customer service in a fast-paced environment to walk-in and reservation customers , resulting in high customer satisfaction and strong Net Promoter Scores (NPS). Maintained proactive communication with customers throughout rental process.
- Transaction Processing: Processed rental transactions, including agreement preparation, document scanning, credit card authorization, and contract issuance. Clearly explained rental agreements, insurance coverage, optional services, and post-rental charges.
- Coordination: Coordinated closely with shift supervisors and drivers to manage vehicle availability and ensure timely fulfillment of reservations and special requests (e.g., child seats). Supported vehicle check-in/check-out processes, including detailed inspections and handovers.
- Compliance & Audit: Verified identification and supporting documents, managed security deposits, and ensured strict adherence to company policies and procedures.
- Operational Reporting: Completed accurate shift closing tasks, including POS register updates, and daily reporting.
- Report completion: Managed timely contract closures and prepared and processed all post-rental charges invoices efficiently, which included collecting payments such as Salik, traffic fines, damages, and ensuring accurate daily and weekly financial reporting.
Sales & Admin Executive
Berkelys Homes Real Estate Brokerage L.L.C
Dubai, United Arab Emirates
06.2024 - 03.2025
- Meeting Target: Consistently attained monthly performance objectives, demonstrating a reliable contribution to organization's strategic revenue goals.
- Administrative Support: Provided general clerical support, including mailing, scanning, faxing, and copying documents for management and team members. Coordinated office maintenance and services, including liaising with external vendors for repairs, and cleaning.
- Information Management: Handled confidential information with discretion, ensuring sensitive data was kept secure and in accordance with company policies. Prepared and distributed various communications, including forms, reports, memos, letters, and invoices to clients, vendors, and team members.
- Client and transaction management: Update and maintain client information in Customer Relationship Management (CRM) system.
Operation Executive
Sanasa Insurance
Colombo, Sri Lanka
06.2021 - 05.2024
- Inter-Departmental Liaison: Acted as primary point of contact between clients and internal departments (Underwriting, Claims, Renewals, and Finance) to streamline policy servicing, enhance insurance workflows, and ensure smooth execution of daily operations.
- Operational & Logistical Support: Provided operational and logistical assistance to Operations Manager, including coordinating schedules, managing correspondence, and supporting daily administrative functions.
- Policy & Documentation Management: Reviewed and processed insurance applications, endorsements, and renewals while coordinating with underwriters and agents to ensure timely policy issuance and updates.
- Administrative Support: Supported overall office operations by coordinating tasks, assisting staff, and maintaining efficient administrative processes to ensure accuracy and compliance.
- Data Management & Reporting: Maintained accurate operational data, prepared performance reports, and analyzed key metrics to identify process improvements and enhance efficiency.
Customer Service Executive
Dialog Axiata PLC
Colombo, Sri Lanka
05.2019 - 06.2021
- Customer Service: Welcomed, provided assistance, and responded to inquiries face-to-face, over phone (including WhatsApp), and via email etiquette. Offered customers accurate, valid, and complete information about services using Dialog CSR (CRM) system.
- Sales & Negotiation: Achieved company monthly targets in retail, group, and corporate channels through up-selling and cross-selling using outdoor sales and telephone etiquette.
- Extra Mile for Sale: Visited corporate locations representing company to negotiate with management for corporate sales.
- Inventory Management: Managed and monitored stock inventory to ensure accurate levels and timely replenishment, while preparing inventory reports and supporting audits for accuracy and compliance.
- Coordination with Vendors: Coordinated with vendors to ensure timely delivery of products and services, while maintaining strong professional relationships.
Education
Diploma - Aquinas higher studies
Diploma in Business Management
Sri LankaA-Levels -
Advanced Level Of Education Examination
Sri LankaMOS-NVQ Level 3 -
Certificate of Microsoft Office
Sri Lanka 12.2015 - 03.2016
GCSEs -
Ordinary Level Of Education Examination
Sri LankaSkills
- Customer Relationship Management
- Analytical mindset
- ERP & SAP systems
- Operations Management
- Team Leadership
- Communication & Negotiation skill
- Pressure Handling
- Scheduling & Time Management
- Team Leadership & Problem-solving
- POS Systems
- Email & Phone Etiquette
Languages
English
Proficient (C2)
Sinhala
Proficient (C2)
Custom
- Rev.Fr.Nihal Rodrigo
Principle of Christ king college
+94 71 341 8984
- Mr. Rex pitiyage
Former Trainer at Dialog axiata PLC
+94 77 734 4776
- Mr. Shane Felthman
Former Manager at Sanasa Insurance
+94 70 375 5897
Timeline
Customer Service Representative
Hertz Al Futtaim
04.2025 - 10.2025
Sales & Admin Executive
Berkelys Homes Real Estate Brokerage L.L.C
06.2024 - 03.2025
Operation Executive
Sanasa Insurance
06.2021 - 05.2024
Customer Service Executive
Dialog Axiata PLC
05.2019 - 06.2021
MOS-NVQ Level 3 -
Certificate of Microsoft Office
12.2015 - 03.2016
A-Levels -
Advanced Level Of Education Examination
Diploma - Aquinas higher studies
Diploma in Business Management
GCSEs -
Ordinary Level Of Education Examination