Senitha Samarasundara
Sydney
Summary
A third-year dedicated Health Science student on a pathway into teaching, with diverse experience in customer service, sales, and operations across fitness, retail, fast food, cleaning industries, and health insurance. Currently serving as a Retentions Specialist at HCF, a leading private health insurer, where I leverage my strong communication skills, problem-solving abilities, and Salesforce proficiency to enhance customer relationships and drive retention. Demonstrates a strong work ethic, attention to detail, and a passion for fostering positive learning environments. Proven ability to manage front-desk operations, maintain cleanliness and safety standards, and deliver exceptional service. Skilled in team collaboration, customer service, and inventory management, with certifications in Responsible Service of Alcohol and First Aid. Committed to pursuing a career in education with a focus on health and well-being.
Overview
5
5
years of professional experience
1
1
Certification
Work History
HCF Retentions Specialist
HCF
11.2024 - Current
- Utilised Salesforce to manage customer accounts, track interactions, and improve retention through personalised outreach at HCF, a leading private health insurer.
- Proactively identified at-risk accounts and implemented tailored retention strategies to reduce number of cancellations and retain member by explaining the value of their private health insurance.
- Delivered exceptional customer service by addressing concerns and offering solutions, enhancing customer satisfaction within the health insurance sector.
- Collaborated with cross-functional teams to enhance the overall customer experience and meet retention goals.
- Created and maintained Salesforce reports and dashboards to monitor retention metrics and informed decision-making.
- Led retention campaigns, focusing on upselling and cross-selling additional health services to existing members
- Managed high volumes of inbound and outbound calls, ensuring consistent follow-up and building
long-term customer relationships. - Handled customer complaints calmly and professionally, resolving customer issues in a timely manner
- Learned and followed all store policies and procedures, resulting in fewer mistakes and improved customer service
Team Member
Liquorland (Coles)
11.2022 - 02.2025
- Provided excellent customer service by assisting customers with product selection and answering queries about various products
- Handled sales transactions, processed payments, and performed end-of-day cash reconciliations
- Stocked shelves and maintained an organized and visually appealing store layout
- Followed safety and legal requirements for the sale of alcohol, ensuring responsible service
- Collaborated with team members to ensure smooth store operations, from stock management to promotional displays
- Assisted in unloading deliveries, restocking products, and conducting inventory checks to maintain optimal stock levels
- Processed high volumes of sales transactions daily with 100% accuracy, including handling cash, card, and digital payments, and completing end-of-day cash reconciliations
- Consistently adhered to safety and legal protocols for the sale of alcohol, ensuring compliance with Responsible Service of Alcohol (RSA) requirements
- Independently managed front desk operations during peak hours, including member check-ins, inquiries, and resolving issues without supervision
Cleaner
N&S Property Maintenance
11.2020 - 11.2023
- Performed cleaning duties in a variety of environments, including offices, homes, and commercial properties, ensuring a consistently high standard of cleanliness
- Completed tasks such as vacuuming, mopping, dusting, and sanitizing surfaces to maintain a clean and hygienic environment
- Worked independently and efficiently, consistently meeting or exceeding set timeframes for task completion
- Monitored and maintained stock levels of cleaning supplies, ensuring availability for daily use and preventing supply shortages
- Adhered to strict health and safety guidelines, contributing to a safe and secure working environment for staff and clients
- Independently organized daily cleaning schedules, ensuring all tasks were completed efficiently and to high standards
Sales & Front Counter Representative
Planet Fitness
09.2021 - 11.2022
- Greeted and assisted over 100 members and guests daily, providing information on memberships, fitness programs, and available services, fostering a welcoming and supportive atmosphere
- Managed front desk operations, including member check-ins, answering phone inquiries, and addressing concerns, ensuring smooth day-to-day operations and a high level of customer satisfaction
- Processed sales transactions for memberships, fitness products, and services with 100% accuracy, contributing to a steady increase in monthly membership sales
- Played an active role in promoting fitness programs and special offers, resulting in a 10% increase in new member sign-ups during promotional periods
- Maintained a clean and organized gym environment, performing regular equipment checks and ensuring all facilities were prepared for use, enhancing the overall member experience
- Provided personalized recommendations for fitness classes and services to new members based on their goals, which led to improved member retention
- Efficiently handled member complaints, resolving issues promptly and maintaining positive relationships, resulting in a significant reduction in complaint resolution times
- Collaborated with the marketing team to support promotional campaigns, including distributing marketing materials and explaining promotional details to potential clients, helping drive member engagement
- Spearheaded the cleanliness and organization of the gym by independently conducting routine checks of equipment and ensuring facilities were ready for use, which improved member satisfaction
Crew Member
McDonalds
09.2019 - 11.2021
- Delivered friendly and efficient customer service at both the front counter and drive-thru, consistently ensuring a positive dining experience for over 200 customers daily
- Accurately took orders and prepared food items according to company standards, maintaining speed and quality during peak hours, which contributed to meeting service time goals
- Managed cash transactions with precision, ensuring accurate payment handling, change distribution, and timely end-of-shift cash reconciliations
- Provided critical support to kitchen staff during high-volume periods, assembling orders quickly to meet demand while upholding food safety and quality standards
- Followed stringent health and safety protocols to maintain a clean and hygienic working environment, significantly reducing the risk of food contamination or safety incidents
- Trained new team members on company policies, order-taking systems, and food preparation, contributing to a well-coordinated and efficient team
- Assisted in the implementation of promotions, ensuring that promotional materials were visible and correctly priced, leading to increased sales during campaign periods
- Independently managed the preparation and assembly of food orders during peak times, ensuring orders were accurate and delivered promptly
Education
Bachelor of Health And Physical Education (Pathway To Teaching) - Health Sciences
Western Sydney University
Penrith11-2024
Skills
- Strong communication
- Conflict resolution
- Relationship management
- POS operation
- Payment processing
- Cash reconciliation
- Collaboration
- Mentoring
- Team coordination
- Front desk operations
- Inventory management
- Facility maintenance
- Health and safety compliance
- Food hygiene standards
- Use of cleaning equipment
- Stocking
- Fitness equipment operations
- Promoting offers
- Product displays
- Executing marketing campaigns
Certification
- Responsible Service of Alcohol (RSA)
- First Aid & CPR Certification
- Working With Children Check
References
References available upon request
Timeline
HCF Retentions Specialist
HCF
11.2024 - Current
Team Member
Liquorland (Coles)
11.2022 - 02.2025
Sales & Front Counter Representative
Planet Fitness
09.2021 - 11.2022
Cleaner
N&S Property Maintenance
11.2020 - 11.2023
Crew Member
McDonalds
09.2019 - 11.2021
Bachelor of Health And Physical Education (Pathway To Teaching) - Health Sciences
Western Sydney University
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