Subashini Thilakarathne Almaida
Stuart Park, City of Darwin,Northern Territory
Summary
Proven leader with extensive experience at Weligama Family Mart Private Limited, adept in Branch Operations Management and fostering strong Customer Relationships. Enhanced branch profitability and customer satisfaction through innovative strategies and effective staff supervision. Demonstrated excellence in time management and attention to detail, consistently exceeding performance targets.
Overview
18
18
years of professional experience
Work History
Branch Manager
Weligama Family Mart
No.51, Main Street, Kegalle, Sri Lanka
12.2018 - 06.2024
- Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
- Maintained friendly and professional customer interactions.
- Improved customer satisfaction ratings by enhancing service quality and resolving client issues promptly.
- Oversaw daily operations for streamlined efficiency, ensuring timely execution of tasks and optimal resource allocation.
- Implemented effective sales strategies to achieve branch targets and exceed expectations consistently.
- Increased branch profitability by implementing cost-saving measures and streamlining operational processes.
- Complied with regulatory guidelines and requirements.
Assistant Branch Manager
Weligama Family Mart Private Limited
No.51, Main Street, Kegalle
12.2012 - 11.2018
- Supported the Branch Manager with daily tasks, ensuring smooth branch functioning and effective communication amongst team members.
- Monitored daily branch activities, quickly identifying areas requiring improvement or corrective action to maintain operational excellence.
- Assisted in creating a welcoming branch atmosphere by maintaining cleanliness, organization, and visually appealing displays of promotional materials.
- Coordinated staff schedules, maintaining optimal staffing levels during peak business hours for improved customer experience.
- Managed risk effectively through strict adherence to compliance guidelines, minimizing financial losses due to fraud or errors in transactions.
- Maintained friendly and professional customer interactions.
- Complied with regulatory guidelines and requirements.
- Oversaw successful completion of internal audits with minimal findings, demonstrating strong adherence to bank policies and regulations.
Customer Service Supervisor
Weligama Family Mart Private Limited
No.51, Main Street, Kegalle,Sri Lanka
11.2008 - 12.2012
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Coached employees through day-to-day work and complex problems.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
- Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
- Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
Trainee Customer Service Assistant
Wligama Family Mart Private Limited
No.51, Main Street, Kegalle, Sri Lanka
03.2006 - 11.2008
- Learned new materials, processes, and programs quickly.
- Participated in on-the-job training, working closely with supervisors and coworkers and asking appropriate questions.
- Attended training courses to build understanding of processes, techniques, and industry.
Skills
- Branch Operations Management
- Customer Service
- Customer Relationships
- Excellent time management skills
- Attention to Detail
- Excellent work ethic
- Staff Supervision
- Friendly
Timeline
Branch Manager
Weligama Family Mart
12.2018 - 06.2024
Assistant Branch Manager
Weligama Family Mart Private Limited
12.2012 - 11.2018
Customer Service Supervisor
Weligama Family Mart Private Limited
11.2008 - 12.2012
Trainee Customer Service Assistant
Wligama Family Mart Private Limited
03.2006 - 11.2008