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Thigilla Mohan

@thigillamohan

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Dedicated customer service specialist with extensive call center experience.

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What I'm looking for

I am looking for a positive work environment that values customer satisfaction and offers opportunities for growth.

I am a highly motivated customer service specialist with over four years of experience in the hospitality and insurance industries. My journey has equipped me with a strong foundation in call center operations, where I have honed my skills in handling customer inquiries, processing documentation, and resolving complaints with empathy and professionalism.

During my tenure as a Senior Customer Service Assistant at Union Assurance - John Keels Group, I successfully managed a variety of customer interactions, ensuring satisfaction and loyalty. I consistently met my targets and contributed to improving workflow processes, demonstrating my commitment to excellence and teamwork.

With a background in HR and computing, I am adaptable and thrive in dynamic environments. I am now seeking a new opportunity where I can leverage my skills and positive attitude to make a meaningful impact in customer service.

Experience

Work history, roles, and key accomplishments

Senior Customer Service Assistant

Union Assurance - John Keels Group

Jan 2019 - Present (6 years 5 months)

Answered calls, responded to emails, and processed documentation while accurately entering information into databases. Proactively participated in meetings, helped create new practices, and consistently met short and long-term targets.

Customer Service Data Entry Workflow Optimization Communication

Call Center Sales Based

Chinese Dragon Café

Jan 2018 - Present (7 years 5 months)

Answered customer calls, placed orders, and handled customer inquiries. Conducted customer satisfaction surveys and resolved service problems.

Order Inquiries Customer Satisfaction Account Management Upselling

Call Center Agent

AIA Group Limited

Jan 2018 - Present (7 years 5 months)

Answered customer calls and advised on purchased products. Tracked complaints, maintained customer records, and managed policy details.

Customer Management Policy Management

Education

Degrees, certifications, and relevant coursework

Oxford College

HR Level 5, Human Resources

Completed a degree in Human Resources at Oxford College, awarded by ABE UK. Achieved grades of B in MCR, C in HRD, and C in ER.

IBS International

Certificate in Computing, Computing

Obtained an EDHAT Certificate in Computing. This program provided foundational knowledge in computer science.

IBS International

Advanced Level, General Studies

Successfully passed the Advanced Level examinations with 1 C and 2 S passes. This academic achievement demonstrates a strong foundation in various subjects.

IDM Sri Lanka

Distinction, Unknown

Achieved a Distinction in a program at IDM Sri Lanka. This indicates a high level of academic performance and mastery of the subject matter.

IDM Sri Lanka

Distinction, General Studies

Passed the Ordinary Level examinations with 1 A Pass, 4 C Passes, and 4 S Passes, achieving a Distinction. This demonstrates a strong academic foundation.