Open to opportunities

Shashini Apeksha

@shashiniapeksha

Message

Tele call center agent specializing in customer engagement, sales, and problem resolution.

Sri Lanka

Message

What I'm looking for

I want to work in a customer-focused environment where I can use my communication, sales, and problem-solving strengths to improve service quality, drive retention, and mentor others—while continuing to learn and grow in fast-paced settings.

I’m an experienced tele call center agent with a strong track record in marketing and customer service, focused on building trust through excellent communication. In my roles at Hatton National Bank PLC and Nations Trust Bank PLC, I addressed customer inquiries, resolved issues, and delivered exceptional service across communication channels.

I’m proactive in problem-solving and driven by results—educating customers on products/services, upselling relevant offerings, and supporting customer retention through personalized recommendations. I also gather and analyze customer feedback to improve the customer experience, and I’ve mentored junior telecallers to strengthen call quality and conversion rates.

Experience

Work history, roles, and key accomplishments

Customer Engagement Associate

Hatton National Bank Plc

Feb 2019 - Apr 2022 (3 years 2 months)

Built customer relationships by addressing inquiries, resolving issues, and providing support across multiple communication channels. Educated customers on products/services, promoted relevant offerings to drive retention, and collected feedback to improve the customer experience.

Customer Engagement Empathy Verbal Communication Written Communication Conflict Resolution Product Promotion Upselling Customer Retention Problem Solving

Senior Tele Calling Agent

Nations Trust Bank PLC

May 2015 - Sep 2018 (3 years 4 months)

Proactively contacted potential and existing customers to promote products/services, address inquiries, and close sales while maintaining high customer satisfaction. Trained and mentored junior telecallers by monitoring performance, supporting call quality, and sharing best practices.

Customer Engagement Customer Satisfaction Performance Monitoring Mentorship