Berney Nugera
Abu Dhabi
Summary
I am a friendly and approachable individual with talent for communication and problem-solving, coupled with strong organisational skills and a background in customer service. Skilled in handling diverse customer queries and ensuring a positive guest experience. Committed to creating memorable interactions and enhancing guest satisfaction in the guest service role.
Overview
9
9
years of professional experience
Work History
Customer support specialist
i4T Global
10.2023 - Current
- Delivered personalised support to over 1,000+ clients across Australia and the UK, consistently maintaining a 95 %+ SLA compliance for response and resolution times.
- Provide personalised service to diverse customers, ensuring satisfaction and retention.
- Collaborated with contractors and internal teams to log and follow up on issues, ensuring timely resolution and accurate recordkeeping.
- Address and resolve customer queries with professionalism and cultural sensitivity.
- Handled emergency situations calmly; administered first aid when necessary to ensure passenger wellbeing.
- Created and maintained process documentation and coordinated petty cash reimbursements for customer service operations.
- Delivered training and internal reports for system usage, enhancing efficiency and workflow transparency.
- Responded promptly to passenger queries or complaints displaying excellent problem-solving skills for customer satisfaction improvement.
Customer Buyer
Softlogic Holdings
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
- Coordinated staff schedules and resolved tenant issues, demonstrating effective stakeholder management.
- 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.
- Created a welcoming atmosphere through friendly interactions with passengers.
- Ensured safety regulations compliance for passenger security.
Customer Executive
Sampath Bank PLC
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.
- Coordinated effectively with ground staff during boarding and deboarding processes ensuring minimal delays.
- Assisted passengers with boarding processes, providing clear and concise instructions.
- Maintained service quality in compliance with hospitality standards.
- Maintained physical and digital filing systems and coordinated contractor and supplier documentation.
- Assisted guests with special requests and provided solutions under pressure.
- Resolved conflicts amongst passengers, promoting a peaceful environment.
Education
Diploma in Computer Based Systems -
University of Sri Jayewardenepura, Sri Lanka
Bachelor of Business Management Honours - Customer Relation And Marketing
The Open University Of Sri Lanka
Diploma in Microsoft 365 Products, Services -
Sri Jinaratne Vocational Training
High School qualification - Business Studies
St. Bridget's Convent
Skills
- Communication Skills
- Customer Service Orientation
- Problem-Solving Abilities
- Attention to Detail
- Multitasking & Time Management
- Teamwork
- Technical Proficiency
- Product/Service Knowledge
- Attention to Detail & Grooming Standards
- Professionalism & Personal Presentation
Languages
English language
Native
Tamil language
Advanced
Sinhala language
Native
Personal Information
Timeline
Customer support specialist
i4T Global
10.2023 - Current
Customer Buyer
Softlogic Holdings
09.2019 - 09.2023
Customer Executive
Sampath Bank PLC
04.2016 - 10.2019
Diploma in Computer Based Systems -
University of Sri Jayewardenepura, Sri Lanka
Diploma in Microsoft 365 Products, Services -
Sri Jinaratne Vocational Training
High School qualification - Business Studies
St. Bridget's Convent
Bachelor of Business Management Honours - Customer Relation And Marketing
The Open University Of Sri Lanka
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