SAUMYA KULATHUNGA
Colombo
Summary
Results-driven Service Desk Analyst with extensive experience in technical support, application support, and IT service management. Proficient in troubleshooting, issue resolution, and customer service for SaaS and enterprise applications. Strong background in incident management, ticketing systems, and ITIL best practices. Adept at collaborating with cross-functional teams to enhance support processes and improve service quality.
Overview
12
12
years of professional experience
3
3
years of post-secondary education
3
3
Languages
Work History
Senior Customer Support Specialist (SaaS)
Creately
Colombo
01.2025 - Current
- Act as the primary global customer contact, providing Level 1 & Level 2 support for SaaS-based applications
- Diagnose and resolve technical issues, ensuring timely assistance via chat, email, and phone
- Guide users in optimizing product features, troubleshooting issues, and implementing best practices
- Escalate complex issues to internal teams, ensuring efficient resolution and tracking
- Monitor support performance metrics and contribute to service improvement initiatives
- Maintain updated knowledge base articles and documentation to enhance self-service support
- Promptly responded to inquiries and requests from prospective customers.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Application Support Engineer
Cam Management Solutions
06.2022 - 07.2024
- Provided technical support for ERP applications (Camms Risk, Camms Project, Camms Compliance, Camms Incident) for global clients
- Handled incident resolution and troubleshooting via Freshdesk ticketing system
- Escalated complex software and system issues to the development team while ensuring timely follow-ups
- Conducted user training sessions to enhance customer understanding of application functionalities
- Developed and updated knowledge base documentation to improve internal support efficiency
Operations Analyst
Health Recon Connect (Pvt) Ltd
Colombo
08.2020 - 06.2022
- Managed insurance verification and pre-authorizations for US-based clients
- Processed documentation and handled discrepancies in claims processing
- Utilized problem-solving skills to reduce claim rejections and optimize workflow efficiency
Customer Service Associate
Dialog Axiata Plc
Colombo
10.2016 - 12.2019
- Delivered frontline customer support, handling inquiries, complaints, and sales
- Utilized CRM tools to manage customer interactions and improve service delivery
Customer Service Executive
HSBC Global Service Center
Colombo
02.2013 - 10.2016
- Provided Level 1 banking support for UK clients, handling account closures, fund transfers, and payments
- Assisted customers via phone and email, ensuring high-quality service and issue resolution
- Analyzed and prepared daily, weekly, and monthly reports for banking operations
Education
Bachelor of Arts (Hons) - International Business Management
University of West London
United Kindom 01.2022 - 01.2023
Chartered Institute of Marketing (CIM) - Level 1 - 3
Chartered Institute of Marketing
Colombo 01.2019 - 01.2021
G.C.E Advanced Level -
Girls' High School
KandyG.C.E Ordinary Level -
Hillwood College
KandySkills
- Technical Support & Troubleshooting
- Incident & Problem Management
- Customer Service & Client Engagement
- ITIL Framework & Best Practices
- Help Desk & Ticketing Systems
- ERP & SaaS Application Support
- Remote Support & Desktop Assistance
- Process Documentation & Knowledge Management
Additional Information
Passionate about technology, continuous learning, and process improvement., Strong ability to work in fast-paced, global support environments., Committed to delivering exceptional customer experiences and technical solutions.
Timeline
Senior Customer Support Specialist (SaaS)
Creately
01.2025 - Current
Application Support Engineer
Cam Management Solutions
06.2022 - 07.2024
Bachelor of Arts (Hons) - International Business Management
University of West London
01.2022 - 01.2023
Operations Analyst
Health Recon Connect (Pvt) Ltd
08.2020 - 06.2022
Chartered Institute of Marketing (CIM) - Level 1 - 3
Chartered Institute of Marketing
01.2019 - 01.2021
Customer Service Associate
Dialog Axiata Plc
10.2016 - 12.2019
Customer Service Executive
HSBC Global Service Center
02.2013 - 10.2016
G.C.E Advanced Level -
Girls' High School
G.C.E Ordinary Level -
Hillwood College
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