Berney Nugera
Colombo,Sri Lanka
Summary
Customer-focused and detail-oriented Customer Support Specialist with 6+ years’ experience in front-line customer service, airport operations support, and administration across global industries. Proven ability to resolve customer concerns, manage operational processes, and maintain compliance with safety and quality standards. Highly adaptable, organized, and passionate about delivering world-class passenger experiences in fast-paced environments. Seeking to contribute to Emirates' exceptional service reputation in an Airport Services Agent role.
Overview
9
9
years of professional experience
12
12
years of post-secondary education
Work history
CUSTOMER SUPPORT SPECIALIST
I4T GLOBAL
Sydney, Australia(Remote)
10.2023 - Current
- Delivered personalized support to over 1,000+ clients across Australia and the UK, consistently maintaining a 95%+ SLA compliance for response and resolution times.
- Provide personalized service to diverse customers, ensuring satisfaction and retention.
- Address and resolve customer queries with professionalism and cultural sensitivity.
- Prioritize bugs, enhancements, and feature-related JIRA tickets for scheduled releases
- Boosted customer satisfaction by resolving complex queries swiftly.
- 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
- Managed supplier relationships and executed purchasing strategies that led to a 12% reduction in stock shortages and enhanced product availability.
- Collaborating with sales and customer service teams to understand consumer preferences and improve product offerings
- Sourcing and purchasing products based on market trends, demand, and customer needs
- Promoted premium services and memberships of the airline resulting in increased uptake.
- Negotiating pricing, contracts, and delivery terms with suppliers to optimize costs
- 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.
- Undertook additional duties during peak times showcasing flexibility and commitment towards role.
RELATIONSHIP BANKING EXECUTIVE
SAMPATH BANK(PLC)
Colombo, Sri Lanka
04.2016 - 10.2019
- Delivered banking services to over 300 customers weekly, resolving inquiries with tact and professionalism, ensuring a high standard of customer care.
- Managed guest complaints and offered prompt solutions to enhance satisfaction.
- Assisted passengers with boarding processes, providing clear and concise instructions.
- Maintained service quality in compliance with hospitality standards.
- Promote and sell duty-free products onboard, drawing from experience in upselling banking services or products
- Assisted guests with special requests and provided solutions under pressure.
- Resolved conflicts amongst passengers, promoting a peaceful environment.
Education
Bachelor of Business Management Honours - Customer Relation And Marketing
The Open University Of Sri Lanka
01.2017 - 12.2022
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 - 01.2017
High School qualification - Business Studies
St. Bridget's Convent
01.2012 - 10.2015
Skills
- Passenger Services (Check-in, Boarding, Baggage Handling)
- Special Assistance: Unaccompanied Minors, PRM, VIP
- Airport Operations and Queue Management
- Travel and Immigration Documentation
- Time Management
- GDS/Reservations and Fare Recalculations
- Conflict Resolution and Irregular Operations Management
- Multilingual Communication and Customer Engagement
- Lounge Operations Support
- Safety, Security, and SOP Compliance
- Teamwork & Adaptability
- Problem-Solving & Conflict Resolution
- Communication Skills
Languages
English language
Native
Tamil language
Advanced
Sinhala language
Native
Personal Information
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 - 01.2017
High School qualification - Business Studies
St. Bridget's Convent
01.2012 - 10.2015
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