Ashani Karawitage
Jamaica,US
Summary
Experienced Customer Service Specialist with over six years providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of a team to reach personal and business goals. Known for successfully handling escalated customer support issues. Committed to streamlining processes to improve customer service efficiency and satisfaction.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Lounge Concierge
Hallmark Aviation Services For Virgin Airlines
Queens, NY
09.2021 - Current
- Warmly welcoming eligible customers into the clubhouse, demonstrating the Virgin Atlantic behaviors to deliver the best possible service to the guests in the Clubhouse.
- Demonstrated proficiency in all relevant Virgin Atlantic IT systems, staying current with flight movements and gate assignments to provide guests with timely and precise information.
- Ensured prompt communication with customers regarding flight readiness for boarding, enhancing the overall passenger experience.
- Sensitively handling any customers who are not entitled to access the clubhouse, ensuring all guests are entered into the relevant system accurately. Safety and security, ensuring that the team is aware of any VIPs or customers with special needs who will be using the clubhouse, liaising with the airport team and making the clubhouse team aware of any flight disruptions or issues that may affect the clubhouse operation.
- Maintained comprehensive knowledge of Virgin Atlantic policies and procedures relevant to the role, ensuring compliance and security of customer information.
Senior Customer Service Representative
Hallmark Aviation services for Virgin Atlantic Airlines
Queens, NY
09.2021 - Current
- Provided dedicated support to unaccompanied minors, elderly, and disabled passengers during the check-in process, ensuring a comfortable experience.
- Computerized and manual passenger check-in (Familiar with SNAPP system in Delta's core system and VS codes).
- Delivered fast, friendly, and knowledgeable service, effectively addressing routine inquiries and service complaints to ensure passenger satisfaction.
- Handled gate operations, including boarding, overbooking, last-minute offloads, and technical flight cancellations, maintaining calm and organized processes under pressure.
- Managed a high volume of inbound and outbound customer calls, demonstrating strong communication skills and the ability to multitask effectively.
- Worked cohesively with team members to provide seamless assistance for check-in, departures, and arrivals, contributing to a smooth operational flow.
- Gate operations, boarding, overbooking, last-minute offload, and technical flight cancellations.
- Deal with passengers' inquiries about flight departure and arrival.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
Server Shift Leader
SSP America
Queens, NY
09.2018 - 12.2022
- Provided exceptional customer service throughout the entire meal experience, from ordering until payment was received, ensuring guest satisfaction at every stage.
- Managing the flow of service during busy periods, including assigning tables and monitoring wait times to ensure efficient operations.
- Handling cash and payment transactions, ensuring accurate billing and reporting at the end of the shift.
- Ensuring that the dining area is clean and well-organized, following health and safety regulations.
- Assisted in training new servers on company policies and procedures, as well as proper food handling techniques, ensuring compliance and high service standards.
- Monitored inventory levels and ordered supplies as needed.
Barista
Peet's Coffee
Queens, NY
02.2018 - 09.2018
- Crafting a variety of coffee drinks, teas, and other beverages according to recipes and customer preferences.
- Processing payments accurately, handling cash, and maintaining a balanced cash register.
- Engaging with customers, taking orders, and providing recommendations to enhance their experience.
- Monitoring stock levels of coffee, syrups, milk, and other supplies, and assisting with inventory orders when necessary.
- Working with other baristas and staff to ensure smooth operations, especially during busy periods.
Dental Receptionist
Bernard Dentist
Bayside, NY
12.2017 - 03.2018
- Answered and managed incoming calls to schedule patient appointments and confirm upcoming appointments.
- Assisting patients during check-in and check-out processes, ensuring all necessary paperwork is completed.
- Collecting and verifying patient insurance information, processing claims, and explaining insurance benefits to patients.
- Handling payments, issuing receipts, and managing billing inquiries.
- Ordering and managing office supplies, ensuring that the front office is well-stocked and organized.
- Collaborating with dentists, and dental hygienists to ensure a smooth workflow and patient care.
Education
Associate in IT Software Engineering -
ICBT Campus
Sri Lanka01-2017
High School Diploma -
Sacred Heart Convent
Sri Lanka08-2015
Bachelor of Science - Computer Information Sysytems
York College of The City University of New York
Jamaica, NYSkills
- Microsoft Windows
- VIP Support
- Multitasking
- Ticketing
- Teamwork
- Work under pressure
- Time management
- Operating System
Certification
- Airport Operations: Dangerous Goods Competency Check Training(September 2021 - present)
- Airport Operations: Aircraft Cabin Door Training -Airbus(September 2021 - present)
- 2022 Compliance: Manual Handlingin the Workplace (ground based roles) period of training 17-MAR-2023
- Aviation Disability Awareness -Airport Terminal Workers period of training 17-MAR-2023
- 2022 Compliance: Fire Safety period of training 15-MAR-2023
- Carriage of Electric Mobility Aids and Wheelchairs (CEMA) period of training 02-DEC-2023
Languages
English
Professional
Sinhalese
Professional
Timeline
Lounge Concierge
Hallmark Aviation Services For Virgin Airlines
09.2021 - Current
Senior Customer Service Representative
Hallmark Aviation services for Virgin Atlantic Airlines
09.2021 - Current
Server Shift Leader
SSP America
09.2018 - 12.2022
Barista
Peet's Coffee
02.2018 - 09.2018
Dental Receptionist
Bernard Dentist
12.2017 - 03.2018
- Airport Operations: Dangerous Goods Competency Check Training(September 2021 - present)
- Airport Operations: Aircraft Cabin Door Training -Airbus(September 2021 - present)
- 2022 Compliance: Manual Handlingin the Workplace (ground based roles) period of training 17-MAR-2023
- Aviation Disability Awareness -Airport Terminal Workers period of training 17-MAR-2023
- 2022 Compliance: Fire Safety period of training 15-MAR-2023
- Carriage of Electric Mobility Aids and Wheelchairs (CEMA) period of training 02-DEC-2023
Associate in IT Software Engineering -
ICBT Campus
High School Diploma -
Sacred Heart Convent
Bachelor of Science - Computer Information Sysytems
York College of The City University of New York
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