Sanjeevani Guneratne
Oakland,CA
Summary
Customer care professional with proven track record in delivering exceptional service and resolving complex issues. Strong communication and problem-solving skills, combined with focus on team collaboration and adaptability to changing needs. Known for building strong relationships with clients and achieving results that align with company goals. Adept at utilizing CRM software, handling high-volume inquiries, and maintaining positive customer experience.
Overview
26
26
years of professional experience
Work History
Air + Sea Logistics Customer Care Specialist
Kuehne + Nagel Inc
02.2021 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Took ownership of customers issues to follow problems through to resolution.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Promptly responded to inquiries and requests from prospective customers.
- Actively participated in weekly team meetings, discussing challenges faced as well as solutions implemented towards improving overall departmental performance.
- Implemented feedback from supervisors to continuously improve performance and enhance customer care skills.
Senior Executive Operations - Air Freight
Euros Freight International (Pvt) Ltd
08.2019 - 12.2020
- Streamlined operations for increased efficiency by identifying bottlenecks in sales processes and implementing targeted solutions.
Assistant Manager - Business Development / Air Freight Operations
CL Synergy (Pvt) Ltd
07.2015 - 06.2017
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
- Generated repeat business through exceptional customer service.
Assistant Manager - Air Freight Operations / Customer Service
Hellmann Worldwide Logistics (Pvt) Ltd
07.2011 - 06.2015
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Developed strong working relationships with staff, fostering a positive work environment.
- Supervised day-to-day operations to meet performance, quality and service expectations.
Senior Executive - Air Freight Operations
CEVA Logistics Inc.
01.2008 - 12.2011
Import Executive - Sea and Air Freight
CEVA Logistics Inc.
01.2002 - 01.2008
Junior Executive - Operations
CEVA Logistics Inc.
01.1999 - 01.2002
Education
Certificate Course - Import & Export Procedures
Export Development Board of Sri Lanka
Certificate Course - Airline Ticketing & Reservations
British Airways
Diploma - computer Studies
IDM
Training - E- Customs Trade Facilitation Tools
Sri Lanka Shippers Council
Training - Customer Service in the 21st Century
RH Training and Development
Online Import Export Program -
International Career Institute
Skills
- Problem Resolution
- Customer service excellence
- Quality Assurance
- Billing Adjustments and Refunds
- Relationship Building
References
References upon request
Disclaimer
I declare that to the best of my knowledge and belief, all particulars I have given in this page are complete and true. I understand that any false declaration or misleading statement or any significant omission may disqualify me from employment and render me liable to dismissal if I am offered employment.
Timeline
Air + Sea Logistics Customer Care Specialist
Kuehne + Nagel Inc
02.2021 - Current
Senior Executive Operations - Air Freight
Euros Freight International (Pvt) Ltd
08.2019 - 12.2020
Assistant Manager - Business Development / Air Freight Operations
CL Synergy (Pvt) Ltd
07.2015 - 06.2017
Assistant Manager - Air Freight Operations / Customer Service
Hellmann Worldwide Logistics (Pvt) Ltd
07.2011 - 06.2015
Senior Executive - Air Freight Operations
CEVA Logistics Inc.
01.2008 - 12.2011
Import Executive - Sea and Air Freight
CEVA Logistics Inc.
01.2002 - 01.2008
Junior Executive - Operations
CEVA Logistics Inc.
01.1999 - 01.2002
Certificate Course - Airline Ticketing & Reservations
British Airways
Diploma - computer Studies
IDM
Training - E- Customs Trade Facilitation Tools
Sri Lanka Shippers Council
Training - Customer Service in the 21st Century
RH Training and Development
Certificate Course - Import & Export Procedures
Export Development Board of Sri Lanka
Online Import Export Program -
International Career Institute
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