Eshan Fernando
Brookfield,Australia
Summary
Dynamic professional with a proven track record at Spirit Super, enhancing customer satisfaction and streamlining operations. Excelled in team leadership and strategic planning, achieving significant process improvements. Skilled in Microsoft Office Suite and adept at fostering positive client relations, demonstrating a commitment to excellence and a knack for quick learning. Efficient Administrative Services Manager with experience in overseeing office operations, managing staff, and developing policies to improve organizational efficiency. Skilled in coordinating administrative procedures, streamlining workflow processes, and implementing cost-saving measures. Demonstrated ability to enhance communication between departments, resulting in optimized operational workflows. Committed to maintaining high standards of organization and operational excellence.
Overview
21
21
years of professional experience
Work History
Customer Service Officer
Spirit Super
03.2024 - Current
- As a Customer Service Officer I am responsible for managing customer interactions, resolving inquiries, and ensuring a positive customer experience
- Handling Customer Inquiries: Respond to phone, email, and face-to-face queries, providing accurate information about products or services
- Problem Solving: Resolve customer complaints and issues promptly and professionally, escalating to higher management when necessary
- Processing Transactions: Assist with orders, applications, payments, and other service requests
- Maintaining Records: Update customer information in databases and document interactions
- Providing Support: Offer technical assistance or guide customers through processes
- Team Collaboration: Work with internal teams to ensure customer satisfaction and service improvements
- Upselling: Suggest additional products or services to enhance the customer experience
- Key Skills: Excellent communication and interpersonal skills
- Problem-solving ability
- Attention to detail
- Time management and multitasking
- Proficiency with CRM software
Contract Administration Manager
Menzies Facility Services
07.2023 - 03.2024
- Company Overview: City of Melbourne
- As Contract Administration Manager, my role is crucial in overseeing the entire contract lifecycle, ensuring that contracts are efficiently managed, and that all parties involved comply with the agreed-upon terms and conditions
- Contract Development: Collaborating with stakeholders, legal teams, and other relevant parties to draft and review contracts, ensuring they are clear, comprehensive, and align with the organization's objectives
- Contract Negotiation: Participating in contract negotiations with vendors, clients, or partners to reach mutually beneficial agreements that protect the interests of the organization
- Contract Review and Approval: Conducting thorough reviews of proposed contracts to identify any potential risks, discrepancies, or areas needing clarification before seeking appropriate approvals
- Contract Execution: Overseeing the process of contract signing and ensuring all necessary documentation is completed accurately and promptly
- Contract Compliance: Monitoring contract performance to ensure all parties fulfill their obligations in accordance with the agreed terms and conditions
- Change Management: Managing contract modifications and amendments as needed, keeping track of changes, and ensuring they are appropriately documented and communicated to relevant stakeholders
- Risk Management: Identifying potential risks associated with contracts and developing strategies to mitigate them
- Vendor Management: Establishing and maintaining positive working relationships with vendors, including managing vendor performance, and addressing any issues that may arise during contract execution
- Contract Reporting: Preparing regular reports for management and stakeholders to provide updates on contract statuses, performance, and any concerns
- Dispute Resolution: Handling any disputes that may arise during the contract period, working to find fair and effective resolutions for all parties involved
- Contract Closeout: Overseeing the process of contract closure, ensuring all requirements are met, and conducting necessary audits or evaluations
- Maintaining Records: Keeping accurate and organized records of all contracts, amendments, correspondence, and related documents
- Compliance and Legal Awareness: Staying up to date with relevant laws, regulations, and industry standards to ensure contract compliance and mitigate legal risks
- Continuous Improvement: Identifying opportunities for process improvements in contract management to enhance efficiency and effectiveness
- Cross-Functional Collaboration: Collaborating with various departments within the organization, such as legal, Compliance and Legal: Ensure organizational processes remain legally compliant
- Serve as a representative on regulatory issues
- Strategic Planning and Financial Oversight: Formulate strategic and operational objectives
- Examine financial data to improve profitability
- Manage budgets and forecasts, perform quality controls, and monitor production KPIs
- Safety and Vendor Management: Maintain a safe and healthy work environment by establishing and enforcing standards
- Manage relationships with key vendors and ensure proper maintenance of equipment and facilities
- City of Melbourne
- Requirements and Skills: Educational Background: A degree in Business, Operations Management, or a related field
- Experience: Proven experience as an operations Manager or in a similar role
- Experience in budgeting, forecasting, and managing various operational activities
- Skills: Strong leadership and organizational skills
- Excellent communication abilities
- Knowledge of business and financial principles
- Capability to handle conflict management and make strategic decisions
- Ensure all activities comply with aviation safety regulations and standards
- Develop and implement regulatory policies and procedures
- Monitor changes in aviation regulations and update internal practices accordingly
Regulatory Services Officer
Civil Aviation Safety Authority
04.2022 - 06.2023
- In this crucial Role, I was responsible for maintaining the integrity and safety of aviation operations, requiring a combination of technical expertise, regulatory knowledge, and strategic management
- As part of CASA's Regulatory Oversight Division, and within the Regulatory Services Team, the Entry Control and Coordination Section is responsible for the coordination and processing of regulatory service applications from the civil aviation industry
- The Regulatory Services Officer works collaboratively with various stakeholders to effectively deliver regulatory services and tasks, processing applications and providing administrative support to the Regulatory Services Assessment Teams and other areas of the Division as required
- This is a diverse role, requiring a high level of customer service and stakeholder management skills
- The Regulatory Services Officer (CS2A) is responsible for the following deliverables: Work as part of a nationally geographical dispersed team in the delivery of timely and accurate processing of regulatory services tasks and reporting activities, in line with published procedures and in compliance with current legislation
- Provide administrative support to the inspectorate across CASA's various Regulatory Services Teams, ensuring procedures and processes are current and in line with the regulations
- Provide consistent and accurate advice to industry in accordance with legislation and procedures
- Provide quality advice to support the development of standards, processes, and policies regarding regulatory services
- Contribute to an environment of continuous improvement and proactively engage stakeholders with effective and considered communication, working collaboratively to deliver regulatory services, administrative support and projects as required
- Collaborate and maintain accurate data for regulatory services reporting
- Identify and mitigate risks that may impact own and wider work area and contribute to the development and/or improvement of processes and policies regarding regulatory services
- As required, attend industry meetings and with stakeholders from across CASA
- As required, assist in the development of educational materials for CASA and industry Civil Aviation Safety Authority
- Work supportively and cooperatively with Aboriginal and Torres Strait Islander peoples to achieve shared outcomes
- Engage with Aboriginal and Torres Strait Islander employees in a sensitive, respectful, and equitable manner
- Promote workplace safety, equity and diversity, participative management and environmental management in the workplace and act in accordance with CASA's Values
Works Safety Officer
Melbourne Airport
10.2018 - 04.2022
- Operating on Tarmac with Aircraft Movements with the Communication with Melbourne Tower (Air Traffic Control)
- Assisting with Coordinating Construction Operation on Tarmac
- Escorting Non-Melbourne Staff on Airport grounds
- Prioritizing Safety first
- Key Responsibilities: Safety and Security: Implement safety measures and ensure compliance with aviation regulations to protect passengers, staff, and aircraft
- Operational Coordination: Work with airlines, government agencies, and stakeholders for effective operational planning, including scheduling and resource allocation
- Facility Management: Oversee maintenance and repair of airport facilities and infrastructure to ensure operational readiness and safety
- Team Leadership: Lead and develop the airport operations team, providing training and performance evaluations
- Environmental Management: Oversee programs related to waste management, noise control, and sustainability
Jetstar Operations Officer
Jetstar Airlines
01.2016 - 06.2018
- In this role as Operations Officer at Jetstar Airlines involves ensuring the efficient and effective functioning of daily operations to maintain high levels of service and safety
- This position is crucial for coordinating various departments, optimizing processes, and managing resources to support the airline's goals
- Key Responsibilities: Operational Oversight: Manage the day-to-day operations, ensuring all processes are carried out in a cost-effective and efficient manner
- Compliance and Safety: Ensure that all operations comply with aviation regulations and safety standards
- Team Leadership: Lead and develop a team of operations staff, providing training, performance evaluations, and fostering a positive work environment
- Customer Service Excellence: Enhance the passenger experience by ensuring that customer service standards are met, and issues are promptly resolved
- Resource Management: Oversee the allocation of resources, including staff scheduling and equipment maintenance
- Strategic Planning: Contribute to the development and implementation of strategic plans to improve operational efficiency and support business growth
- Coordination: Liaise with other departments such as customer service, baggage handling, and ground operations to ensure seamless service delivery
- Performance Monitoring: Track and report on operational performance, implementing improvements as necessary
- Incident Management: Respond to and manage operational incidents, ensuring minimal disruption to services
Catering Operations Officer
Dnata Catering
01.2008 - 06.2016
- As Catering Operations Officer at dnata I was tasked with overseeing all aspects of the catering operations to ensure high standards of service, efficiency, and compliance with safety regulations
- Responsibilities: Operational Management: Oversee the production, transportation, and delivery of catering services to clients
- Manage and optimize workflow, ensuring timely and accurate service
- Implement policies and procedures to maintain quality standards
- Leadership and Staff Management: Lead and develop a team of supervisors and staff, fostering a positive work environment
- Conduct performance evaluations and manage employee relations
- Ensure effective communication between staff and management
- Budget and Financial Management: Develop and control the operations budget
- Monitor performance metrics and financial goals
- Implement cost-control measures and efficiency improvements
- Compliance and Safety: Ensure compliance with health, safety, and regulatory standards, including HACCP and local food safety regulations
- Promote a safe work environment and adherence to safety protocols
- Customer Service and Client Relations: Maintain high levels of customer satisfaction
- Address and resolve client issues and feedback
- Collaborate with other departments to enhance service delivery
Customs Logistics Officer (Parcels)
Australia Border Control
01.2008 - 12.2008
- The Role of Customs Logistics Officer (Parcels) within the Australia Border Control primarily involves the management and inspection of parcels to ensure compliance with Australian customs regulations
- Responsibilities: Parcel Inspection: Examine parcels for prohibited or restricted items and ensure compliance with Australian customs laws
- Documentation Verification: Check and verify shipping documentation and declarations for accuracy and compliance
- Use of Technology: Operate scanning and X-ray equipment to detect contraband and other illegal items
- Regulatory Compliance: Ensure that all inspected items meet the regulations set by the Australian Border Force (ABF)
- Reporting: Document and report any findings of non-compliance or illegal activities
- Collaboration: Work closely with other customs officers and departments to facilitate the smooth processing of parcels
Head Graphic Designer
V.G.Printers
01.2007 - 05.2008
- Joined as a trainee in the Graphic Designing section and later became a full-time Graphic Designer
Computer Maintenance Manager
P. William Furniture Hirers
02.2005 - 12.2006
- Maintaining and repairing computer systems, fixing network errors, and eventually moving up to the Manager Position
Computer System Operator
Neptune Connection
06.2004 - 03.2005
- Working as a computer system operator
Education
Master's degree - Computer Science
Victoria University
Associate of Science - Aviation Safety
Victoria University
Melbourne, VIC10-2016
Diploma - Business Management
Australian Education Academy
Diploma - Training Assessment and Education
Australia Education Academy
Certification of Academic Excellence -
CISCO
Advanced Diploma - Information Technology
Victoria University
MelbourneAdvanced Diploma - Multimedia
Arena Multimedia
Diploma - Computer Studies
American College of Information Technology
Colombo, Sri LankaDiploma - Computer Hardware
American College of Information Technology
Colombo, Sri LankaAdvanced Level Education Certificate -
Skills
- Sales and customer service experience
- Reliable and punctual
- Willing to work rotating shifts
- Excellent organizational skills
- Highly productive
- Efficient worker
- Quick learner
- Able to follow procedures
- Good computer skills
- Problem analysis and solution finding
- Responsible worker
- Positive attitude
- Trustworthy
- High standard of work
- Employee management
- Report preparation
- Documentation and reporting
- Internal communication
- Process improvements
- Staff training and development
- Filing systems
- Expense reporting
- Budgeting and financial management
- Human resources management
- Systems monitoring
- Scheduling and calendar management
- Employee development
- Project planning
- Microsoft Office Suite
- Records management
- Strategic planning
- Account reconciliation
- Quality standards
- Technology troubleshooting
- Customer service management
- Performance improvement
- Research
References
Available Upon Request
Currentemploymentstatus
Customer Service Officer, Spirit Super, 03/01/24, Present, Handling Customer Inquiries, Problem Solving, Processing Transactions, Maintaining Records, Providing Support, Team Collaboration, Upselling
Affiliations
- Programing
- Working on Car Engine
- Experimenting with AI
Accomplishments
- Achieved best Communications expertise certificate bt CISCO (USA)
- Working Towards Obtaining a Commercial Pilot's Licence
Timeline
Customer Service Officer
Spirit Super
03.2024 - Current
Contract Administration Manager
Menzies Facility Services
07.2023 - 03.2024
Regulatory Services Officer
Civil Aviation Safety Authority
04.2022 - 06.2023
Works Safety Officer
Melbourne Airport
10.2018 - 04.2022
Jetstar Operations Officer
Jetstar Airlines
01.2016 - 06.2018
Catering Operations Officer
Dnata Catering
01.2008 - 06.2016
Customs Logistics Officer (Parcels)
Australia Border Control
01.2008 - 12.2008
Head Graphic Designer
V.G.Printers
01.2007 - 05.2008
Computer Maintenance Manager
P. William Furniture Hirers
02.2005 - 12.2006
Computer System Operator
Neptune Connection
06.2004 - 03.2005
Master's degree - Computer Science
Victoria University
Associate of Science - Aviation Safety
Victoria University
Diploma - Business Management
Australian Education Academy
Diploma - Training Assessment and Education
Australia Education Academy
Certification of Academic Excellence -
CISCO
Advanced Diploma - Information Technology
Victoria University
Advanced Diploma - Multimedia
Arena Multimedia
Diploma - Computer Studies
American College of Information Technology
Diploma - Computer Hardware
American College of Information Technology
Advanced Level Education Certificate -
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