Summary
Overview
Work History
Education
Skills
Languages
Hobbies and Interests
References
Timeline
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Shamalka Gamaethige

Shamalka Gamaethige

Plaine Magnien

Summary

Adept at leading teams in high-stakes environments, I enhanced customer retention and service quality at Sri Lanka Insurance Corporation Ltd through innovative training programs and effective quality assurance. My strong leadership and problem-solving skills, coupled with a creative approach to training and development, significantly boosted organizational performance.

Overview

13
13
years of professional experience

Work History

Executive – Training and Quality Assurance

Sri Lanka Insurance Corporation Ltd
Colombo
03.2024 - 08.2024
  • Ensure to provide required training programs continuously for the entire team and liaise with the respective departments in order to provide training, mainly focusing on enhancing customer service.
  • Training and development of new recruiters to ensure effective and efficient execution of activities and tasks to achieve organizational goals.
  • Conduct quality assurance evaluations of each and every agent of the call center, and conduct coaching sessions to enhance the knowledge of the agents.
  • Handle customer complaints according to the IRCSL.
  • Prepare the training materials and manage the learning portal.
  • Boosted company reputation by providing exceptional customer service through phone, email, and chat support channels.
  • Increased customer retention with prompt follow-ups on pending issues and proactive problem-solving strategies.

Customer Service Officer

Sri Lanka Insurance Corporation Ltd
Colombo
01.2012 - 03.2024

Education

Master Of Business Studies - Business Management and Administration

University Of Colombo
Colombo, Sri Lanka
12.2023

Post Graduate Diploma In Business Management - Business Management

University Of Colombo
Colombo, Sri Lanka
12.2021

Executive Diploma In Business Administration - Business Administration

University Of Colombo
Colombo, Sri Lanka
12.2020

Diploma in Insurance - Insurance

SLII
Colombo, Sri Lanka
12.2019

Diploma In HRM - Human Resource Management

Aquinas University College
Colombo, Sri Lanka
12.2016

Some College (No Degree) - Advance Level 2017

Dharmasena Attygalle Ladies College

Ordinary Level -

C.W.W.Kannangara National College
Mathugama
12.2007

Skills

  • Communication
  • Creative and Resourceful
  • Problem-solving
  • Leadership
  • Organization
  • Presentations
  • Email distribution
  • Administrative tasks
  • Team Collaboration

Languages

  • English
  • Sinhala

Hobbies and Interests

  • Watching movies
  • Singing and/or playing an instrument
  • Creative writing
  • Self-learning
  • Learning a new language
  • Playing badminton

References

  • Ms. Anusha Hettiarachchi, Senior Manager – Customer service and experience, Sri Lanka Insurance Corporation Ltd, +94 771940696, anushahe@srilankainsurance.com
  • Ms. P.M.K Liyanage, Internal Auditor, National Water Board, +94 761227352, kushaniliyanage.2004@gmail.com
  • Mr. Yudish Boodhun, F&B Director, Anantara IKO Mauritius Resort, +230-54287583, yboodhun@anantara.com

Timeline

Executive – Training and Quality Assurance

Sri Lanka Insurance Corporation Ltd
03.2024 - 08.2024

Customer Service Officer

Sri Lanka Insurance Corporation Ltd
01.2012 - 03.2024

Master Of Business Studies - Business Management and Administration

University Of Colombo

Post Graduate Diploma In Business Management - Business Management

University Of Colombo

Executive Diploma In Business Administration - Business Administration

University Of Colombo

Diploma in Insurance - Insurance

SLII

Diploma In HRM - Human Resource Management

Aquinas University College

Some College (No Degree) - Advance Level 2017

Dharmasena Attygalle Ladies College

Ordinary Level -

C.W.W.Kannangara National College

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Shamalka Gamaethige