JAYANI DEENA RASANJALI SILVA
Colombo
Summary
Customer service management professional experienced over five years with inbound and outbound customer service and collections. Team player with exceptional listening and critical thinking skills. Personable personality that helps avoid call escalations. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
12
12
years of professional experience
Work History
Customer Service Representative
Transco Cargo
02.2023 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Promptly responded to inquiries and requests from prospective customers.
Fresh Department Manager ( Relief )
Woolworths Group
10.2022 - 02.2023
- Maintained compliance with health code standards.
- Determined and implemented appropriate productivity, quality and service goals.
- Completed cycle counts and monthly inventory.
- Spend time with the Deli, Seafood, and Bakery teams to motivate, supervise, and guide the team to deliver results and drive best practice in the CFC.
- Trained and led team more than 50 department team members.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Established team priorities, maintained schedules and monitored performance.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Purchased new inventory according to expected regular and holiday demand.
Customer Service Manager
Woolowrths Group
08.2022 - 10.2022
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Generated customer satisfaction surveys to analyze results into action plans.
- Addressed potential cancellations and offered catered solutions to retain accounts.
Customer Service Manager
Woolworths Toorak
01.2022 - 07.2022
- Organising the day to day running of the Checkout Department including rostering
- Serving customers in a warm and welcoming way as well as dealing with customer queries and complaints
- Adhering to and enforcing legislation around the sale of age restricted goods
- Training and developing team members within the Customer Service Department
- Championing Occupational Health and Safety practices to ensure a safe working environment for customers, staff, and contractors
- Follow communication procedures, guidelines, and policies.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Researched and corrected customer concerns to promote company loyalty.
- Generated customer satisfaction surveys to analyze results into action plans.
- Developed and offered unique discount options to drive interest in new product lines.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
Customer Service Assistant Manager
Woolworths Toorak
01.2022 - 01.2022
- Organising the day to day running of the Checkout Department including rostering
- Serving customers in a warm and welcoming way as well as dealing with customer queries and complaints
- Training and developing team members within the Customer Service Department
- Championing Occupational Health and Safety practices to ensure a safe working environment for customers, staff, and contractors
- Follow communication procedures, guidelines, and policies
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
Customer Service Supervisor
Woolworths Hawthorn
01.2018 - 01.2021
- Supervise the Service desk and manage a team to provide excellent customer service to customers
- Customer Service Manager responsibilities including managing rosters, replenishing stock, and closing the store
- Deal with difficult customer situations, diffusing problems and ensuring customer satisfaction
- Provide ongoing support to the Customer Service manager and manage the team, replacing team members who are sick
- Train new Team Members on their roles and responsibilities
- Coached employees through day-to-day work and complex problems.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
Administration Executive
Pieris & Company PLC
01.2015 - 01.2016
- Maintain a daily electronic journal, arrange meetings and appointments, and provide reminders as needed; maintain a master corporate calendar of all conferences, all-hands events
- Handle requests, feedback, and queries quickly and professionally
- Take dictation and meeting minutes, accurately enter notes, and distribute
- Monitor office supply levels; reorder when appropriate
- Page 4
- Maintain strong relationships with vendors and keep price data to get the best pricing on supplies and services
- Produce professional-quality reports, presentations, and briefs
- Develop and carry out an efficient documentation and filing system for both paper and electronic records
- Delegate tasks as appropriate to other members of the team
Sales Administration Executive
Hutchison Telecommunication Lanka (Pvt) Ltd
01.2012 - 01.2015
- Ensure sales targets are met and report any deviations
- Develop monthly sales reports
- Maintain and update sales records
- Supported the Sales Department on Customer Request VAS Services
- Helped the Sales Department meet their Activation Targets by supporting them through the timely activation process
- Managed & Maintained Daily sales report and summaries.
Education
Higher Diploma of Business -
IDM
Sri Lanka05.2015
Skills
- Retail Knowledge
- Time Management
- Leadership
- Customer Relations
- Administration and Reporting
- Collaborative Environments
- Work Prioritization
- High Customer Service Standards Adherence
- Staff Management
- Skilled Trainer
- Continuous Improvements
- Interdepartmental Collaboration
Timeline
Customer Service Representative
Transco Cargo
02.2023 - Current
Fresh Department Manager ( Relief )
Woolworths Group
10.2022 - 02.2023
Customer Service Manager
Woolowrths Group
08.2022 - 10.2022
Customer Service Manager
Woolworths Toorak
01.2022 - 07.2022
Customer Service Assistant Manager
Woolworths Toorak
01.2022 - 01.2022
Customer Service Supervisor
Woolworths Hawthorn
01.2018 - 01.2021
Administration Executive
Pieris & Company PLC
01.2015 - 01.2016
Sales Administration Executive
Hutchison Telecommunication Lanka (Pvt) Ltd
01.2012 - 01.2015
Higher Diploma of Business -
IDM
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