Anoshan Shan

To be able to contribute significantly towards the success of the Organization, that gives me job satisfaction and ample opportunity to widen my horizon.

Team Lead - Ebcon Pvt - colombo, srilanka

(2021-10 - 2022-12)

• Generated reports detailing site activities, incidents and resolutions.
• Answered technical concerns and devised solutions to resolve site and engineering problems.
• Supervised and monitored project subcontractors and labour teams.
• Audited health and safety procedures for full compliance.
• Worked flexibly to meet varying site and project requirements.

Emergency Control Unit Team Leader - 1990 Suwaseriya Foundation - colombo, srilanka

(2018-07 - 2021-10)

• Managed complaints with calm, clear communication and problem-solving.
• Prepared range of written communications, documents and reports.
• Developed team communications and information for meetings.

Senior Customer Service Executive - Dialog Business Services - colombo, srilanka

(2017-04 - 2018-06)

• Monitored issue resolution timeframes, seeking continual improvements to avoid further customer complaints.
• Managed high-volume customer calls, providing efficient service to continually meet timeframe targets.
• Resolved staff issues and concerns through appropriate incident investigation, seeking swift remedies to reduce operational disruption.
• Determined department KPIs, motivating and incentivising staff to consistently achieve against targets.
• Kept clear, detailed records of customer interactions, enabling accurate complaints investigation.

Senior Customer Service Associate - First Source Dialog Solution - colombo, srilanka

(2015-03 - 2017-04)

• Resolved customer queries over phone and by email.
• Employed issue-resolution skills to respond to customers faster than company average.
• Provided friendly, attentive service by promptly responding to customer enquiries and processing order requests.
• Addressed customer service enquires quickly and accurately.
• Established warm and friendly rapport whilst interacting with customers by phone, email and on live chat.
• Supported customer satisfaction, addressing escalated complaints with diplomacy and acknowledgment.
• Handled complaints calmly and professionally, providing appropriate solutions to promote continued customer satisfaction.

Computer Hardware Technician - KLK Point - Kandy, Srilanka

(2012-03 - 2013-04)

• Cleaned computer systems for imaging and removed software before re-installing new software in corruption cases.
• Recorded and scheduled timely maintenance, upgrades and repairs at regular intervals to avoid system malfunctions.
• Monitored and maintained computer systems and networks to keep systems running smoothly and prevent usage interruption.
• Set up new user accounts and profiles and handled password issues to avoid client frustration.

BSc [Hons] - Computer Network And Security - Birmingham City University (2017)

Higher National Diploma - Computing And Systems Development - llywodraeth cymru / welsh government (2015)

Diploma of Higher Education - Web Designing - American College Of Higher Education (2012)

Diploma of Higher Education - Diploma In Hardware Technology With Networking - British College Of Applied Studies (2012)

Diploma of Higher Education - Information Technology - British College Of Applied Studies (2012)

Diploma of Higher Education - Web Designing - British College Of Applied Studies (2012)

Diploma of Higher Education - Diploma In English - British College Of Applied Studies (2012)

NVQ Level 3 - Leadership Personality Development Training - National Youth Corps (2012)

Certificate of Higher Education - Computer Hardware - Data e Net (2011)