UDARI ANURUDDHIKA SAMARAWICKRAMA
Sharjah
Summary
Experienced with customer relationship management strategies. Utilizes data-driven insights to improve client engagement and retention. Knowledge of project management and data analysis, ensuring efficient operations and customer satisfaction.Successfully implemented strategies to enhance customer engagement and drive retention, leading to improved client satisfaction. Demonstrated expertise in data analysis and project management.
Overview
17
17
years of professional experience
1
1
Certification
Work History
The Patient Experience Officer
Aster Hospital
11.2023 - Current
- Lead Service Excellence and support services department.
- Build sustainable relationships and trust with internal and external customers through open and interactive communication.
- Maintain daily, weekly, monthly reporting formats for all patient experience measures as prescribed. Utilize Service Excellence performance measurement tools to improve patient / customer outcomes.
- Analyze feedback data to ensure problem areas in service delivery are addressed and its recurrence is prevented.
- Data extraction from all business software / applications.
Senior Customer Service Executive
Emirates Integrated Telecommunications, Du Telecom
01.2017 - 05.2023
- Provided assistance to customers regarding products, services and terms.
- Maintained excellent client satisfaction by providing professional, courteous customer service.
- Liaised with customers to resolve enquiries, appointment requests and billing questions.
- Assisted customers in completing general bill payments and recharges in-person or through online banking system.
- Achieved 100% accuracy rate in balancing daily cash deposits and vault inventory. Adhered to correct procedures to ensure security of financial and customer information, preventing breaches and data misuse.
Customer Service Executive
Homes R Us Trading LLC C.
06.2013 - 12.2016
- Performed daily maintenance of POS systems to ensure maximum reliability and efficient operation.
- Supervised a team of cashiers to provide a seamless and efficient checkout experience for over 300 customers daily.
- Oversaw recruitment and onboarding process of new cashiers, ensuring adherence to company processes and procedures for cash handling and customer service.
- Processed cash, cheque, credit and debit payments with accuracy and efficiently, minimizing discrepancies.
- Utilize POS software to reconcile daily receipts with register totals, locating discrepancies with 100% accuracy.
- Conducted sales, exchange and refund transactions efficiently to reduce customer waiting times.
Insurance Assistant
Sri Lanka Insurance Corporation
10.2008 - 06.2013
- Evaluated claims data and market trends for improved customer understanding.
- Provide regular updates and progress reports to keep clients well-informed about their claims.
- Achieved established service targets and KPIs with consistently positive client feedback.
- Provided in-depth claim analyses to data science teams for enhanced modeling.
- Escalated critical claims or complex situations to supervisor for review and resolution.
- Followed up on all client requests and ensured proper resolution.
- Handled all claims and communications in accordance with established service level agreements.
- Completed general claims administration task including reviewing and distributing legal and evidentiary documentation.
Education
Bachelor of Arts - Mass Communication, Social Studies, Political Science
University Of Kelaniya
Diploma of Higher Education - Information Technology
British Informatics of Computer Technology
Certificate of Higher Education - Computer Applications
Langway Institute
Diploma - English
SIPWAY CAMPUS
Skills
- Customer support
- Customer retention strategies
- Pro-activeness and assertiveness
- Customer-focused
- Team collaboration
- Problem-solving abilities
- Managing multiple tasks
- Excellent communication
Certification
- Successfully completed "Managing Safely" Save Fast & Safety Training conducted by "IOSH"
- Successfully completed handling of "People Of Determination"
- Certificate of Achievement of "Top Learner 2021" Customer & Channel.
Languages
English - Fluent
Hindi - Intermediate
Sinhala - Native
Training
Following the Network & Cyber Security Professional Programme (CCNA+CCNP+CEH)
ADDITIONAL INFORMATION
- Nationality - Srilankan
- Gender - Female
- Marital Status - Single
Timeline
The Patient Experience Officer
Aster Hospital
11.2023 - Current
Senior Customer Service Executive
Emirates Integrated Telecommunications, Du Telecom
01.2017 - 05.2023
Customer Service Executive
Homes R Us Trading LLC C.
06.2013 - 12.2016
Insurance Assistant
Sri Lanka Insurance Corporation
10.2008 - 06.2013
Diploma of Higher Education - Information Technology
British Informatics of Computer Technology
Certificate of Higher Education - Computer Applications
Langway Institute
Diploma - English
SIPWAY CAMPUS
Bachelor of Arts - Mass Communication, Social Studies, Political Science
University Of Kelaniya
Similar Profiles
Ajimole K JoyAjimole K Joy
Healthcare Billing Executive at Aster HospitalHealthcare Billing Executive at Aster Hospital
SREEKUTTY N. KSREEKUTTY N. K
Staff Nurse / Medical Surgical Ward & Pediatrics Ward at ASTER HOSPITALStaff Nurse / Medical Surgical Ward & Pediatrics Ward at ASTER HOSPITAL
SNEHA OMANAKUTTANSNEHA OMANAKUTTAN
REGISTERED NURSE ( OBG, WELLBABY, MATERNITY) at ASTER HOSPITALREGISTERED NURSE ( OBG, WELLBABY, MATERNITY) at ASTER HOSPITAL
Mona Kamal MahmoudMona Kamal Mahmoud
Regulatory Affairs Officer at Nazih Trading Co. L.L.CRegulatory Affairs Officer at Nazih Trading Co. L.L.C
Presley AluluPresley Alulu
IT Intern at GTECH TELECOMMUNICATIONSIT Intern at GTECH TELECOMMUNICATIONS