JAYANI DEENA RASANJALI SILVA
Pakenham,VIC
Summary
Influential Team leader with over 11 years of experience in Customer Service, Administration and Team Management skills, processing a proven history driving quality solutions and delivering complex integrations and rollouts. Provide innovative end-to-end solutions, milestone completions and strengthens policy and compliance frameworks. Ability to work as a team leader or a part of a team with team building and team support skills to encourage the team to strive for excellence. Committed to continual improvement, team development and customer or client satisfaction. Lead multiple teams across significant regions continuously surpassing target deliverables and maximising project realisation. Driven, strategic, to deliver responsive and quality strategic, operational, and business outcomes. Excellent Customer Service Skills with Customer Focus Experience and interpersonal skills.
Overview
12
12
years of professional experience
Work History
Customer Service Representative
Transco Cargo
02.2023 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Processed customer service orders promptly to increase customer satisfaction.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Maintained up-to-date knowledge of product and service changes.
- Answered constant flow of customer calls with minimal wait times.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
Fresh Department Manager ( Relief )
Woolworths Group
10.2022 - 02.2023
- Maintained compliance with health code standards.
- Determined and implemented appropriate productivity, quality and service goals.
- Completed cycle counts and monthly inventory.
- Spend time with the Deli, Seafood, and Bakery teams to motivate, supervise, and guide the team to deliver results and drive best practice in the CFC.
- Trained and led team more than 50 department team members.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Established team priorities, maintained schedules and monitored performance.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Purchased new inventory according to expected regular and holiday demand.
Customer Service Manager
Woolowrths Group
08.2022 - 10.2022
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Generated customer satisfaction surveys to analyze results into action plans.
- Addressed potential cancellations and offered catered solutions to retain accounts.
Customer Service Manager
Woolworths Toorak
01.2022 - 07.2022
- Organising the day to day running of the Checkout Department including rostering
- Serving customers in a warm and welcoming way as well as dealing with customer queries and complaints
- Adhering to and enforcing legislation around the sale of age restricted goods
- Training and developing team members within the Customer Service Department
- Championing Occupational Health and Safety practices to ensure a safe working environment for customers, staff, and contractors
- Follow communication procedures, guidelines, and policies.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Followed through with client requests to resolve problems.
- Kept accurate records to document customer service actions and discussions.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Researched and corrected customer concerns to promote company loyalty.
- Generated customer satisfaction surveys to analyze results into action plans.
- Developed and offered unique discount options to drive interest in new product lines.
Customer Service Assistant Manager
Woolworths Toorak
01.2022 - 01.2022
- Organising the day to day running of the Checkout Department including rostering
- Serving customers in a warm and welcoming way as well as dealing with customer queries and complaints
- Adhering to and enforcing legislation around the sale of age restricted goods
- Training and developing team members within the Customer Service Department
- Championing Occupational Health and Safety practices to ensure a safe working environment for customers, staff, and contractors
- Follow communication procedures, guidelines, and policies
- Key Achievements:
- Four weeks relief as Customer Service Manager in Woolworths Toorak
- Appointed as a Customer Service Manager
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
Customer Service Supervisor
Woolworths Hawthorn
01.2018 - 01.2021
- Supervise the Service desk and manage a team to provide excellent customer service to customers
- Customer Service Manager responsibilities including managing rosters, replenishing stock, and closing the store
- Deal with difficult customer situations, diffusing problems and ensuring customer satisfaction
- Provide ongoing support to the Customer Service manager and manage the team, replacing team members who are sick
- Key Achievements:
- Appointed Supervision with responsibilities of managing the team and closing the store
- Train new Team Members on their roles and responsibilities
- Appointed as an Online Assistant Manager.
- Coached employees through day-to-day work and complex problems.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
Administration Executive
Pieris & Company PLC
01.2015 - 01.2016
- Maintain a daily electronic journal, arrange meetings and appointments, and provide reminders as needed; maintain a master corporate calendar of all conferences, all-hands events
- Handle requests, feedback, and queries quickly and professionally
- Take dictation and meeting minutes, accurately enter notes, and distribute
- Monitor office supply levels; reorder when appropriate
- Page 4
- Maintain strong relationships with vendors and keep price data to get the best pricing on supplies and services
- Produce professional-quality reports, presentations, and briefs
- Develop and carry out an efficient documentation and filing system for both paper and electronic records
- Delegate tasks as appropriate to other members of the team
Sales Administration Executive
Hutchison Telecommunication Lanka (Pvt) Ltd
01.2012 - 01.2015
- Ensure sales targets are met and report any deviations
- Develop monthly sales reports
- Maintain and update sales records
- Supported the Sales Department on Customer Request VAS Services
- Helped the Sales Department meet their Activation Targets by supporting them through the timely activation process
- Managed & Maintained Daily sales report and summaries.
Education
Higher Diploma of Business -
IDM
Sri Lanka05.2015
Skills
- Continuous Improvements
- Current Probes
- Industry Trends
- Business Analysis
- Staff Training
- Employee Performance Reviews
- Customer Relations
- Cash Register Operations
- Retail Platforms
- Effective Workflow Management
- Scheduling and Coordinating
- Managing Operations and Efficiency
- Behavior Identification
- Leadership
- Customer Experience Management
- High Customer Service Standards Adherence
- Exceptional Interpersonal Communication
- Interdepartmental Collaboration
- Staff Management
- Contact Management Systems
- Time Management
- Creative Solutions
- Quality Improvement Initiatives
- Leading Team Meetings
- Customer Service
- Retail Knowledge
- Work Prioritization
Timeline
Customer Service Representative
Transco Cargo
02.2023 - Current
Fresh Department Manager ( Relief )
Woolworths Group
10.2022 - 02.2023
Customer Service Manager
Woolowrths Group
08.2022 - 10.2022
Customer Service Manager
Woolworths Toorak
01.2022 - 07.2022
Customer Service Assistant Manager
Woolworths Toorak
01.2022 - 01.2022
Customer Service Supervisor
Woolworths Hawthorn
01.2018 - 01.2021
Administration Executive
Pieris & Company PLC
01.2015 - 01.2016
Sales Administration Executive
Hutchison Telecommunication Lanka (Pvt) Ltd
01.2012 - 01.2015
Higher Diploma of Business -
IDM
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