Dilanga Wanasinghe
Sydney,NSW
Summary
Dynamic professional with a proven track record at Four Seasons Hotel, excelling in customer relationship management and effective communication. Successfully enhanced service processes, leading to improved guest satisfaction. Skilled in project management and team leadership, with a strong ability to navigate complex systems while delivering exceptional results.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Telephone Operator
Four Seasons Hotel
Sydney, Australia
07.2023 - Current
- Managing all the internal and external calls
- Responding for Four Seasons Chat
- Knowledge in Opera, Hotsos and Avaya
- Coordinating all other guest inquiries and requests
- Navigated multiple computer systems simultaneously while speaking with customers on the phone.
- Offered suggestions for improving customer service processes in order to provide better experiences for callers.
- Answered incoming calls in a professional, courteous and timely manner.
- Followed through with customers until their issue was resolved satisfactorily.
- Resolved customer inquiries quickly and efficiently by utilizing problem-solving skills.
Directress
Maya Rata Agriculture PVT LTD
, Sri Lanka
06.2015 - 11.2019
- Company Overview: Sri Lanka
- Successfully led the development and implementation of a new marketing strategy that increased sales by 10% within the first year of implementation.
- Managed a team of 10 employees and oversaw all aspects of production, including scheduling, inventory management, and quality control, resulting in a 95% on-time delivery rate.
- Established and maintained strong relationships with key suppliers and vendors, negotiating favorable terms and pricing to optimize profitability and minimize costs.
- Sri Lanka
Banqueting Assistant
Four Seasons Hotel- London Park Lane
London, UK
05.2011 - 04.2015
- Company Overview: UK
- Assisted in the set-up and breakdown of banquet events, ensuring timely and efficient service delivery.
- Exhibited excellent communication skills, collaborating with chefs and servers to ensure accurate and timely delivery of food and beverage orders.
- Anticipated guest needs and provided exceptional customer service, resulting in increased customer satisfaction and repeat business.
- UK
Customer Service Assistant
Tesco Supermarket
London, UK
01.2011 - 01.2014
- Company Overview: London (UK)
- Serving customers on our checkouts ensuring they receive an easy, seamless personalized experience.
- Accept deliveries into the store.
- Handling enquiries from customers in person.
- London (UK)
Guest Relation Executive
Adaaran Prestige Ocean Villa’s
, Maldives
03.2009 - 04.2010
- Company Overview: Maldives
- Managing guests' experiences.
- Greeting and checking in guests as they arrive.
- Ensuring guests have a pleasant experience.
- Arranging reservations.
- Maldives
Banking Assistant
National Development Bank
, Sri Lanka
01.2005 - 01.2008
- Company Overview: Sri Lanka
- Handle transactions for customers, including check cashing, deposits, withdrawals, transfers, loan payments, cashier's checks, and opening and closing of accounts.
- Identify customer needs, provide information on new products and services, and direct customers to branch representatives as needed.
- Sri Lanka
Education
Master Service Management - Supply Chain Management
Lund University
Helsingborg, Sweden05.2025
Masters - Marketing & Innovation
Anglia Ruskin University
UK01.2015
Extended Postgraduate Diploma - Business and Marketing Strategy
Anglia Ruskin University
UK01.2014
Extended Diploma - Strategic Management and Leadership
International School of Business Studies
UK01.2013
Higher National Diploma - Business Management
London Churchill College
UK01.2012
Skills
- Excellent phone demeanor
- Customer relationship management
- Project management
- Effective communication
- Team leadership
- Customer database management
- Inventory management
- Supply chain management
Certification
- Certified Designated Trainer (Learning Coach) for the department
References
References available upon request.
Timeline
Telephone Operator
Four Seasons Hotel
07.2023 - Current
Directress
Maya Rata Agriculture PVT LTD
06.2015 - 11.2019
Banqueting Assistant
Four Seasons Hotel- London Park Lane
05.2011 - 04.2015
Customer Service Assistant
Tesco Supermarket
01.2011 - 01.2014
Guest Relation Executive
Adaaran Prestige Ocean Villa’s
03.2009 - 04.2010
Banking Assistant
National Development Bank
01.2005 - 01.2008
Master Service Management - Supply Chain Management
Lund University
Masters - Marketing & Innovation
Anglia Ruskin University
Extended Postgraduate Diploma - Business and Marketing Strategy
Anglia Ruskin University
Extended Diploma - Strategic Management and Leadership
International School of Business Studies
Higher National Diploma - Business Management
London Churchill College
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