Divya Bandara
Sydney
Summary
Diligent customer service professional successful at satisfying different types of customers with creative and knowledgeable solutions. Leads teams of customer service-focused professionals to improve customer ratings, reduce complaints and increase business.
Overview
7
7
years of professional experience
Work History
Customer Service Officer
Impexdocs
04.2022 - Current
- Analyzed the Australian Export Process
- Documented the required processes for LC, CAD and TT shipments.
- Ensured delivery of documentation in a timely manner and
processed all payments and invoices with accuracy and meticulous attention to detail. - Insured system data quality and accuracy.
- Responsible for generating and distributing weekly filing schedule internally performed monthly audits.
- Handling documents relating to import export process through various Data bases, software and Microsoft Office
- Processing bank documents which are relevant to the various shipments
- Distributed relevant forms, information sheets and checklists via using excel to make the document processes efficient
- Professionally and efficiently handled related phone calls and email inquiries
- Accommodated in other admin duties whenever it is required.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Updated account information to maintain customer records.
- Improved first-contact resolution rate by efficiently handling customer queries during initial interactions.
- Streamlined communication between customers and internal departments for timely issue resolution.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Refugee advocate/Frontline worker
Australia for UNHCR
01.2022 - 03.2022
- Communicating the mission and vison of the organization to the public and raising funds for refugees through public awareness.
Assistant Store Manager/Shift Supervisor
Pizza Hut
12.2022 - 12.2021
- Conducted daily data analysis to determine stock order quantities and identify potential shortages
- Greeted customers, handled payments via a POS system in store
- Operated and managed delivery system including taking orders, handling payment
- Prepared food items by maintaining proper standards of food and hygiene to meet customer's satisfactory level
- Maintained clean dining areas and workstations to meet Assured Customer Experience (ACE) and passed the ACE audit consecutively two times under my supervision and support
- Worked with my team to maintain smooth operations and high standards of customer service during high volume rushes
- Professionally handled and addressed any customer complaints and escalated to the management when necessary and requested
- Promoted to the position of shift supervisor within 3 months and to the managerial position within 6 months.
INTERN
International Organization for Migration
08.2019 - 02.2020
- Assisted in compiling periodic and ad hoc reports of the unit
- Assisted applicants/ migrants in documentation process
- Distributed relevant forms, information sheets and checklists via using excel to make the document processes efficient
- Professionally and efficiently handled related phone calls and email inquiries of the applicants and stake holders of the organization
- Assisted in maintenance of proper filling systems to ensure records are properly maintained and updated in accordance with the existing framework of confidentiality
- Accommodated other operational and migrant services conduct by the unit as and when required
- Assisted in compiling a Quality Management system manual for services designated by the unit (Document verification) (ISO 9001: 2015).
Management Assistant
Presidential Commission of Inquiry
05.2017 - 02.2018
- Handled confidential investigation files and reports related to petitions
- Maintained case files and the Data Base of categorization of petition files
- Coordinated with the Presidential Secretariat regarding investigation reports and other documents
- Maintained minutes and submitted proceedings to the Commission
- Prepared summery reports for the concluded Investigations to submit to the Presidential Secretariat
- Accommodated in other admin duties whenever it is required for the efficient functionality of the commission.
Education
Master of International Relations -
Macquarie University
Bachelor of Arts -
University of Colombo
Skills
- Customer service and communication
- Organization and planning of tasks
- Efficient and effective problem solving
- Financial literacy and commercial awareness
- Adhere to processes and standards
- Computer literacy
- Working under pressure
- Taking up responsibilities
- Time management
- Attention to details
Activities
- Member, Model United Nations (Macquarie University), 2020-2021
- Secretary, Rotaract Club (University of Colombo Faculty of Arts), 07/2017 - 07/2018
- President, UNESCO Club (High School), 2012 - 2013
- Committee Member, United Nations Club (High School), 2012 - 2013
Timeline
Assistant Store Manager/Shift Supervisor
Pizza Hut
12.2022 - 12.2021
Customer Service Officer
Impexdocs
04.2022 - Current
Refugee advocate/Frontline worker
Australia for UNHCR
01.2022 - 03.2022
INTERN
International Organization for Migration
08.2019 - 02.2020
Management Assistant
Presidential Commission of Inquiry
05.2017 - 02.2018
Master of International Relations -
Macquarie University
Bachelor of Arts -
University of Colombo
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