Ashan Dakshika Karunarathne
Bayswater,VIC
Summary
Customer Service Manager with extensive experience in resolving customer complaints and managing teams to ensure customer satisfaction and loyalty. Proven track record in reducing complaints, optimizing workflows, and boosting retention rates through effective problem-solving and relationship-building. Skilled in navigating complex issues, maintaining detailed records, and fostering a positive work environment.
Overview
14
14
years of professional experience
Work History
Customer Service Manager (Full Time)
CNA Cleaning Services
03.2022 - Current
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Maintained detailed records of interactions with clients, allowing for easy retrieval when needed during follow-up communications or escalations.
- Optimized workflow processes to maximize efficiency while maintaining an unwavering commitment to client satisfaction.
- Boosted customer retention rates through exceptional problem-solving skills and relationship-building efforts.
Customer Service Manager (Part TIme)
CNA Cleaning Services
09.2021 - 03.2022
Assistant Manager - Product Development
SANASA Development Bank PLC
04.2015 - 03.2020
- Achieved successful product launches by coordinating with marketing and sales teams.
- Evaluated competitor products and trends, identifying opportunities for growth within the target market.
- Established strong relationships with key stakeholders to facilitate collaboration and information sharing throughout the organization.
- Facilitated brainstorming sessions to encourage innovative thinking among team members, leading to fresh ideas and improved designs.
- Maintained detailed documentation of all product development stages, ensuring transparency and effective knowledge transfer across teams.
- Regularly reviewed internal metrics data, using insights gained to drive more informed decision-making during future projects.
- Enhanced product development processes by streamlining communication between departments.
- Developed innovative solutions for industry challenges, resulting in a stronger competitive edge for the company.
- Mentored junior team members, providing guidance on best practices in product development and fostering professional growth.
- Assisted in strategic planning for long-term product development goals, ensuring alignment with company objectives.
Associate 02 - Branch Banking
National Development Bank PLC
11.2012 - 03.2015
Front Office Assistance
DFCC Vardhana Bank PLC
08.2010 - 10.2012
Education
Master of Commerce - General Management / HRM / Marketing
Charles Sturt University
Melbourne, VIC12-2021
Post Graduate Diploma - Business Administration
University of Wales (Local Institute “IIHE”)
Sri Lanka12-2017
Certified Professional Marketer - International Marketing
Sri Lanka Institute of Marketing (SLIM)
Sri Lanka12-2014
Diploma in Brand Managment -
Sri Lanka Institute of Marketing (SLIM)
Sri Lanka01-2014
Postgraduate Diploma - Marketing
Sri Lanka Institute of Marketing (SLIM)
Sri Lanka08-2012
Skills
- Customer-focused
- Training and mentoring
- Excellent time management skills
- Adherence to high customer service standards
- Complaint resolution
- Effective workflow management
- Conflict resolution techniques
Timeline
Customer Service Manager (Full Time)
CNA Cleaning Services
03.2022 - Current
Customer Service Manager (Part TIme)
CNA Cleaning Services
09.2021 - 03.2022
Assistant Manager - Product Development
SANASA Development Bank PLC
04.2015 - 03.2020
Associate 02 - Branch Banking
National Development Bank PLC
11.2012 - 03.2015
Front Office Assistance
DFCC Vardhana Bank PLC
08.2010 - 10.2012
Master of Commerce - General Management / HRM / Marketing
Charles Sturt University
Post Graduate Diploma - Business Administration
University of Wales (Local Institute “IIHE”)
Certified Professional Marketer - International Marketing
Sri Lanka Institute of Marketing (SLIM)
Diploma in Brand Managment -
Sri Lanka Institute of Marketing (SLIM)
Postgraduate Diploma - Marketing
Sri Lanka Institute of Marketing (SLIM)
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