Berney Nugera
Abu Dhabi,United Arab Emirates
Summary
I am a dynamic and service-oriented professional with eight years of experience in customer service, seeking to leverage exceptional client service and communication skills as a Flight Attendant at Royal Jet. Adept at handling VIP and VVIP clientele, ensuring premium in-flight experiences, and maintaining safety and service excellence. Proven ability to perform under pressure in fast-paced environments while prioritizing passenger comfort, safety, and satisfaction. Skilled in passenger assistance, check-in procedures, VIP service coordination, and document verification. Committed to upholding Royal Jet’s world-class service standards and delivering an unparalleled luxury travel experience.
Overview
9
9
years of professional experience
12
12
years of post-secondary education
Work history
CUSTOMER SUPPORT SPECIALIST
I4T GLOBAL
Remote, Australia
10.2023 - 03.2025
- Proactively interact and maintain strong customer relationships using LiveAgent and Freshdesk CRM platforms
- Create and manage JIRA tickets, including writing detailed test cases for user stories
- Trained new team members, ensuring high-quality customer support.
- Troubleshoot reported issues, track bugs and fixes, and analyze problem trends to deliver excellent customer service
- Prioritize bugs, enhancements, and feature-related JIRA tickets for scheduled releases
- Conduct post-release manual testing in live environments to ensure the platform's stability and performance
- Deliver comprehensive product knowledge training to internal teams, ensuring they are equipped to provide quality support
- Generate regular or ad-hoc reports for senior management, providing insights into Service Desk operations and progress
- Handled phone, email and social media enquiries with consistent customer service across multiple channels.
- Conducted frequent follow-ups to ensure complete resolution of issues and overall customer satisfaction.
- Managed high-volume customer queries simultaneously through effective multitasking.
- Participated in weekly team meetings, driving continuous improvement initiatives.
SENIOR ADMINISTRATOR ON CONTRACT
Eazy Property
Remote, United Kingdom
09.2022 - 09.2023
- Oversee lease agreements, renewals, and tenant onboarding processes
- Managed over 50 customer calls per day', or "Increased sales by 10%".
- Manage property maintenance schedules, coordinating with contractors and service providers
- Ensure compliance with UK property laws, health and safety regulations, and landlord obligations
- Maintain accurate records of rent collections, deposits, and service charges
- Handle tenant inquiries, complaints, and conflict resolution to ensure high satisfaction
- Conduct property inspections and prepare detailed status reports for management
- Assist in budgeting, financial planning, and forecasting for property-related expenses
- Negotiated contracts with vendors, securing favorable terms for company.
- Developed comprehensive reports using MS Office suite to facilitate strategic decision-making.
CUSTOMER BUYER
SOFTLOGIC RETAIL
Colombo, Sri Lanka
09.2019 - 09.2022
- Addressing customer inquiries, complaints, and feedback related to products and purchases
- Ensuring high customer satisfaction by maintaining product availability and quality
- Collaborating with sales and customer service teams to understand consumer preferences and improve product offerings
- Handling order issues, returns, and exchanges to ensure a seamless shopping experience
- Sourcing and purchasing products based on market trends, demand, and customer needs
- Negotiating pricing, contracts, and delivery terms with suppliers to optimize costs
- Managing inventory levels to prevent stock shortages or overstocking
- Analyzing sales data and supplier performance to make informed buying decisions
- Working closely with logistics and supply chain teams to ensure timely deliveries
- Keeping up with market trends and competitor pricing to maintain a competitive edge
- Analysed buying trends at each store location to identify appropriate mix of inventory items for top-tier sales.
- Identified new vendors whilst researching competitive markets globally.
- Established efficient procurement processes for improved supply chain management.
RELATIONSHIP BANKING EXECUTIVE
SAMPATH BANK(PLC)
Colombo, Sri Lanka
04.2016 - 10.2019
- Handle customer inquiries across multiple communication channels, ensuring a professional and customer-focused approach
- Consistently achieve and surpass individual KPIs to maintain high service levels in a fast-paced Contact Centre environment
- Simultaneously manage multiple third-party accounts, ensuring efficiency and enhanced productivity
- Maintain exceptional call quality standards through regular monitoring and feedback from Quality Officers and Team Leaders
- Ensure accuracy and completeness of third-party account-related call logs and customer case logs
- Keep up-to-date with the latest product/service information, promotional campaigns, and standard operating procedures
- Identify and escalate priority issues to a Team Leader to ensure quality service delivery
- Conducted comprehensive risk assessments, ensuring company stability and growth.
Education
Bachelor of Business Management - Business Admin and Management
The Open University Of Sri Lanka
01.2017 - 12.2022
Certificate of English Language -
University of Colombo
01.2016 - 07.2017
Higher National Diploma - Advance Level
St.Bridget's Convent
01.2012 - 09.2015
Higher National Diploma - Banking And Customer Relations
The Institute of Bankers of Sri Lanka
02.2016 - 01.2017
Skills
- Customer service & relationship management
- Safety and compliance
- Effective communication
- A listener with a good team player
- Problem-solving
- Adaptable and flexible to new cultures and surroundings
- Ability to manage work under pressure
- Communication skills
- Customer orientation
- Positive attitude
- Multi-tasking
- Professionalism
Accomplishments
- Recipient of ‘Employee of the Month’ for outstanding customer service during peak season, May 2023."
- Consistently exceeded monthly targets by resolving over 200 customer inquiries with a 98% satisfaction rate.
Languages
English
Tamil
Sinhala
Personal Information
Timeline
CUSTOMER SUPPORT SPECIALIST
I4T GLOBAL
10.2023 - 03.2025
SENIOR ADMINISTRATOR ON CONTRACT
Eazy Property
09.2022 - 09.2023
CUSTOMER BUYER
SOFTLOGIC RETAIL
09.2019 - 09.2022
Bachelor of Business Management - Business Admin and Management
The Open University Of Sri Lanka
01.2017 - 12.2022
RELATIONSHIP BANKING EXECUTIVE
SAMPATH BANK(PLC)
04.2016 - 10.2019
Higher National Diploma - Banking And Customer Relations
The Institute of Bankers of Sri Lanka
02.2016 - 01.2017
Certificate of English Language -
University of Colombo
01.2016 - 07.2017
Higher National Diploma - Advance Level
St.Bridget's Convent
01.2012 - 09.2015
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