Wimali Tissera

Motivated and results-driven individual with a strong passion for customer experience and achieving targets. I possess excellent communication skills and a proven ability to build rapport with people. Seeking a position as a Customer Service Officer to utilize my expertise in providing exceptional customer experiences and contributing to the growth of the organisation.

Customer Service Officer L1 at Inland Revenue New Zealand (2023-08 – Present)

Provided front-line customer service for tax matters and handled customer inquiries via multiple channels while ensuring compliance with IRD policies and New Zealand tax legislation.

• Responded professionally to customer inquiries via phone, email, and digital channels, ensuring accurate information was provided in line with IRD policies.
• Delivered high-quality front-line customer service by assisting individuals and businesses with tax matters, including PAYE, GST, and income tax.
• Interpreted and explained New Zealand tax legislation, policies, and procedures in a clear, simple manner to help customers understand their obligations.
• Used IRD systems to access, update, and verify customer records while ensuring data accuracy and privacy compliance under the Privacy Act.
• Maintained a high level of confidentiality and integrity while handling sensitive taxpayer information.
• Escalated complex issues to Level 2 teams or technical specialists, following clear documentation and handover protocols.
• Demonstrated empathy and problem-solving skills while assisting vulnerable customers experiencing hardship or confusion.
• Followed all compliance, security, and legislative standards set by IRD and New Zealand Government frameworks.

Teacher at Government National School (2014-11 – 2023-02)

English Language and Literature teacher. Collaborated with department heads and maintained strong parent-teacher relationships.

• English Language and Literature teacher
• Collaborated with teachers and department heads to meet quarterly and yearly educational goals
• Maintained a good rapport with parents in the best interest of students

Human Resource and Administrative Coordinator at Rainbow Resources Lanka PVT. LTD. (2011-05 – 2014-10)

Office administration, business development, recruitment, training, and project coordination for telecommunications services implementation.

• Office administrative functions
• Business development and relationship building with designated clients in USA, Europe, local and multinational companies in Sri Lanka
• Front office task management
• Project coordination for implementation and interconnection of local and long-distance services with excellent customer service.
• Organizing events, media publicity and press conferences
• Developed and implemented effective recruitment procedures and onboarding strategies for new hires.
• Member of the Trainer panel (Job search techniques and CV writing, Image building and social etiquette, Business etiquette, Advanced Business Writing, Customer Service and Soft skills training)

Human Resource and Research Coordinator at McQuire Rens and Jones PVT. LTD. (2009-12 – 2011-04)

HR coordination, research assistance, strategic partnership development, hiring programs, and customer service functions including mystery shopper surveys.

• Coordinated work activities for HR managers, specialists and recruiting agents.
• Research assistant in HR Audit conducted for Tourism Promotion Bureau, Sri Lanka
• Established critical strategic partnerships with several private equity agencies to provide full HR services to portfolio companies.
• Directed hiring and onboarding programs for new employees.
• Performance Review Assessments were conducted for client companies.
• Front office and customer service functions
• Conducted "Mystery Shopper" surveys for leading retail stores in Sri Lanka

Master of Arts in Teaching English As A Second Language (TESL) – Open University (2022 – 2022)

Post Graduate Diploma in Education in Teaching English As A Second Language (TESL) – University of Colombo (2023 – 2023)

Professional Qualification in Human Resources Management in Human Resources Management – Chartered Institute of Personal Management (2011 – 2011)

Bachelor of Arts in Arts – University of Peradeniya (2007 – 2007)