Summary
Overview
Work history
Education
Skills
Websites
Languages
Personal Information
Timeline
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Berney Nugera

Berney Nugera

United Arab Emirates

Summary

I am an engaging Customer Service Specialist with eight years of diverse experience in customer support, property management, procurement, and operations coordination, seeking to leverage exceptional client service, communication, and process management skills as a Customer Services Agent at Qatar Airways. Proven ability to work in fast-paced, high-pressure environments, delivering professional assistance to clients and ensuring smooth workflows. Experienced in document verification, passenger support, check-in assistance, and VIP service coordination, ready to contribute to world-class passenger experiences aligned with Qatar Airways’ global standards.

Overview

9
9
years of professional experience
2027
2027
years of post-secondary education

Work history

CUSTOMER SUPPORT SPECIALIST

I4T GLOBAL
Sydney, Australia(Remote)
10.2023 - Current
  • Proactively interact and maintain strong customer relationships using LiveAgent and Freshdesk CRM platforms
  • Provide personalized service to diverse customers, ensuring satisfaction and retention.
  • Address and resolve customer queries with professionalism and cultural sensitivity.
  • Maintain high grooming standards to align with premium brand image.
  • Uphold safety regulations and company policies during service delivery.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
  • Boosted customer satisfaction by resolving complex queries swiftly.
  • 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
  • Streamlined processes for quicker problem-solving and improved productivity.

CUSTOMER BUYER

SOFTLOGIC RETAIL
Colombo, Sri Lanka
09.2019 - 09.2023
  • 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

RELATIONSHIP BANKING EXECUTIVE

SAMPATH BANK(PLC)
Colombo, Sri Lanka
04.2016 - 10.2019
  • Ensure excellent customer service by understanding passenger needs and preferences, similar to addressing banking clients' needs and queries
  • Greeted and assisted guests from diverse cultural backgrounds.
  • Managed guest complaints and offered prompt solutions to enhance satisfaction.
  • Maintained service quality in compliance with hospitality standards.
  • Consistently received positive feedback for exceptional grooming and communication
  • Promote and sell duty-free products onboard, drawing from experience in upselling banking services or products
  • Delivered exceptional hospitality services to international guests, aligning with luxury service standards.
  • Assisted guests with special requests and provided solutions under pressure.
  • Demonstrated strong interpersonal and cultural intelligence in a fast-paced environment.
  • Ensured smooth coordination between service teams to meet guest needs

Education

Bachelor of Business Management Honours - Customer Relation And Marketing

The Open University Of Sri Lanka
01.2017 - 12.2022

Intermediate in Applied Banking - IABF Level

The Institute of Bankers of Sri Lanka

Diploma in Computer Based Systems -

University of Sri Jayewardenepura, Sri Lanka
01.2018 - 01.2019

Diploma in Microsoft 365 Products, Services -

Sri Jinaratne Vocational Training
01.2016 - 05.2016

High School Diploma - Business Studies

St. Bridget's Convent
01.2013 - 09.2015

Skills

  • Passenger Handling & Assistance
  • Documentation & ID Verification (Passports, Visas, Boarding Passes)
  • Queue & Crowd Management
  • Special Needs & Family Assistance
  • Flight Connection & Transfer Desk Support
  • Problem Solving & Conflict Resolution
  • Process Coordination & Task Prioritization
  • Customer Query Handling (Face-to-Face & Digital)
  • Report Preparation & Shift Handover
  • Premium & VIP Passenger Service
  • Multitasking in High-Pressure Environments
  • Team Collaboration & Communication

Languages

English language
Native
Tamil
Intermediate
Sinhala language
Native

Personal Information

  • Date of birth: 09/11/96
  • Gender: Female
  • Nationality: Sri Lankan
  • Weight :54kg
  • height :162cm
  • Interest : Volunteering charity and Mental health





Timeline

CUSTOMER SUPPORT SPECIALIST

I4T GLOBAL
10.2023 - Current

CUSTOMER BUYER

SOFTLOGIC RETAIL
09.2019 - 09.2023

Diploma in Computer Based Systems -

University of Sri Jayewardenepura, Sri Lanka
01.2018 - 01.2019

Bachelor of Business Management Honours - Customer Relation And Marketing

The Open University Of Sri Lanka
01.2017 - 12.2022

RELATIONSHIP BANKING EXECUTIVE

SAMPATH BANK(PLC)
04.2016 - 10.2019

Diploma in Microsoft 365 Products, Services -

Sri Jinaratne Vocational Training
01.2016 - 05.2016

High School Diploma - Business Studies

St. Bridget's Convent
01.2013 - 09.2015

Intermediate in Applied Banking - IABF Level

The Institute of Bankers of Sri Lanka

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Berney Nugera