Travelling
Premila Perera
Customer Service Supervisor
Doha
Summary
Talented Team Leader experienced and dedicated to enhancing employee satisfaction and business success. Diplomatic and friendly with proven commitment to employee training. Hardworking team player bringing necessary experience and knowledge to tackle any operational demand.
Overview
17
17
years of professional experience
5
5
years of post-secondary education
Work History
Customer Experience Station Team Leader
RKH Qitarat LLC
Doha
2018.06 - Current
- Leading the customer experience agents ensuring world-class service and safe and smooth transportation needs are fulfilled
- Built strong relationships with customers through positive attitude and attentive response.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
- Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Assisting station masters to maintain the service levels, supervision and audit information availability in main customer touch points, making sure organizational KPI’s are met
- Participate in testing and commissioning in station equipment
- Trained and qualified in first aid and basic firefighting skills
- Competent in operating emergency equipments in stations
- Holding dual competencies in station and train operations
- Conducting track sweeping, coordinating with ICC
- Competent in manual driving of trains, assisting line controllers in testing and commissioning
- Competent in train emergency evacuation (in tracks and stations)
Station Agent
SERCO Limited
Dubai
2014.04 - 2018.02
- Provide safe, reliable, convenient and comfortable metro journeys to the users of Dubai Metro
- Assist passengers with special accessibility needs
- Meet and greet customers and provide a highly visible and proactive level of customer service
- Control and mitigate overcrowding in station to ensure that passengers flows are managed in an orderly manner
- Carry out controlled/uncontrolled/emergency evacuation of passengers
- Provide ticket sales, train services information and respond to passenger enquiries
Sales Associate
Home Centre LLC
Dubai
2011.05 - 2012.12
- Provided positive first impressions to welcome existing, new, and potential customers.
- Provide advice to clients regarding particular products & services
- Recommend products based on individual requirements
- Explain the use and advantages of products to customers
- Prepare sales contracts and accept payment through cash, cheque and credit card
- Helped customers locate products and checked store system for merchandise at other sites.
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
- Engaged with customers to effectively build rapport and lasting relationships.
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
Contact Centre Associate
Dialog Axiata PLC
Colombo
2008.03 - 2011.04
- Assist customers in an multi-channeled environment (voice calls, web chats, E mails)
- Assist customers on inquiries about products and services
- Managing customer complaints related to billing and charging
- Experienced in managing a team of Contact Centre Associates
- Experienced in conducting quality Assurance Calibration sessions with both frontline customer service executives & contact centre management staff
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
Marketing Executive
Softlogic International Limited
Colombo
2006.07 - 2008.02
- Supervise a team of direct sales agents
- Conduct product related training and orientation for direct sales agents
- Support branch manager to carry out daily operational activities
- Resolve customer complaints
- Provide customers accurate information on products & services
- Receive payments cash, cheque & credit cards
- Reconcile Sales & prepared reports on daily basis
- Promote additional products & services for existing clients
Education
Bachelor of Arts - Business Studies
University of Northampton
Northampton, United Kingdom 2020.01 - 2021.11
Diploma - Business Management
OTHM Qaulifications
Dartford, United Kingdom 2019.01 - 2020.12
International Diploma (BTEC, NCC) - computer studies
IDM Computer Studies (PVT) LTD
Negombo, Sri Lanka 2004.06 - 2005.05
Skills
Communication
Leadership
Problem Solving
Customer Service
Team Work
Interests
Listening to podcasts and music
Timeline
Bachelor of Arts - Business Studies
University of Northampton
2020.01 - 2021.11
Diploma - Business Management
OTHM Qaulifications
2019.01 - 2020.12
Customer Experience Station Team Leader
RKH Qitarat LLC
2018.06 - Current
Station Agent
SERCO Limited
2014.04 - 2018.02
Sales Associate
Home Centre LLC
2011.05 - 2012.12
Contact Centre Associate
Dialog Axiata PLC
2008.03 - 2011.04
Marketing Executive
Softlogic International Limited
2006.07 - 2008.02
International Diploma (BTEC, NCC) - computer studies
IDM Computer Studies (PVT) LTD
2004.06 - 2005.05