Buddhi Dulshani

Customer Service Professional - Operational Delivery @HM Courts & Tribunals Service (HMCTS)

GB

Deliver high-quality operational support by managing complex and sensitive casework, contributing to the smooth and consistent delivery of justice services.Provide tailored, empathetic customer guidance through multiple channels, including telephony, webchat, and email, ensuring users receive accurate information and support promptly.Apply sound judgment and digital proficiency across multiple case management systems to analyze information, prioritize tasks, and provide well-informed responses.Proactively support team objectives by working flexibly across functions and collaborating with internal stakeholders to deliver shared outcomes under tight deadlines.Take initiative in identifying service improvements, actively contributing ideas, and providing constructive feedback to enhance delivery and team performance.Promote a culture of learning and development by sharing knowledge, supporting new staff, and contributing to team capability through informal coaching and peer support.Maintain a high standard of professionalism by effectively communicating complex decisions and ensuring that all users are treated with fairness, clarity, and respect.Ensure data integrity and compliance with security protocols through accurate and timely case recording, supporting audit trails, and informing decision-making across the wider organisationAchivements - Recognised with three National Services Reward and Recognition Awards for outstanding case handling, coaching support, and contribution to the service improvement projects

University of Colombo

Bachelor of Business Administration - BBA, Business Administration and Management, General

Institute of Bankers of Sri Lanka - IBSL

Diploma of credit management, Credit Management

Institute of Bankers of Sri Lanka - IBSL

Diploma in applied banking science, Banking and Financial Support Services

University of Salford

Master of Science - MS, International Business

University of Colombo

Bachelor of Business Administration - BBA, Business, Management, Marketing, and Related Support Services

Institute of Chartered Accountants of Sri Lanka

Intermediate level, Accounting and Finance