Vindhya Herath

A dedicated, customer-centric professional with a proven track record of managing operations and advocating for client needs. Experienced across collections, retail, and corporate administration, with a strong passion for empathetic problem-solving and query resolution. Adept at balancing company interests while championing the user perspective to build long-term trust and drive positive brand experiences.

Collections Analyst – Public Sector - Advantis Credit Ltd - Stoke-on-Trent

(2023-11 - 2026-09)

• Championed customer-first solutions by providing empathetic customer service, carefully balancing debtor perspectives with regulatory guidelines.
• Built deep trust with clients by actively listening, validating concerns, and negotiating sustainable repayment plans to reduce debt recovery time.
• Acted as Departmental Point of Contact (POC) to lead shift operations and support collectors during management absences.
• Investigated and resolved complex disputes for major public bodies (HMRC, DVLA) through thorough claim analysis and targeted negotiation.
• Documented client interactions with precision within internal case management software.

Customer Service Champion - Shell Waitrose - Stone

(2022-10 - 2023-10)

• Delivered a welcoming and helpful experience for visitors, greeting customers in a friendly, professional manner to elevate service station standards.
• Addressed customer queries directly, providing accurate information regarding merchandise, promotions, and store pricing.
• Managed stock control, truck deliveries, and quality tracking for fresh food using mobile applications.
• Collaborated tightly within a shift team environment while adhering strictly to retail health and safety standards.

Warehouse Operator - Well Pharmacy - Stoke-on-Trent

(2022-10 - 2023-10)

• Sorted, labelled, and packed prescription medications accurately to ensure seamless customer order dispatch.

Executive Assistant to Group CFO / Administration Assistant - Dentsu Aegis Network - Colombo, Sri Lanka

(2018-04 - 2022-09)

• Resolved escalated client enquiries and system issues using clear, step-by-step communication to safeguard the integrity of the customer experience.
• Managed complaints with a calm, analytical approach to reach fast, satisfactory solutions.
• Oversaw global operational tasks, including payroll allocation and new hire processing within Workday.
• Organized management communication schedules and internal cross-functional meetings via MS Teams.

Management Trainee / Operations Coordinator - Keels Supermarket - Colombo, Sri Lanka

(2014-02 - 2017-02)

• Worked cross-functionally to iron out customer pain points and maintain top-tier service delivery.
• Supported daily staff scheduling, holiday management, and resolution of internal employee issues.

Sales & Marketing Manager - Sanicare Services (Pvt) Ltd - Colombo, Sri Lanka

(2012-03 - 2014-01)

• Liaised with clients directly to evaluate operational requirements and deliver tailored product recommendations.

Customer Service Executive - Australian Migration Centre - Colombo, Sri Lanka

(2010-02 - 2011-02)

• Monitored support pathways and evaluated communication formats (phone, email, chat) to enhance overall customer satisfaction scores.

Marketing Executive - James Finlay's & Company - Colombo, Sri Lanka

(2008-01 - 2009-12)

• Managed high-priority client escalations with exceptional enthusiasm and professionalism.

Diploma - Computer Technologies (MS Office)

GCSE