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.
