Gihan Pathirage
Epsom,New Zealand
Summary
Hands on experience in retail banking and retail work, driven by a strong dedication for customer satisfaction. Over 13 years of experience in customer handling as Customer care Representative and a front-line staff member at Sampath Bank PLC, Sri Lanka, I have obtained grate knowledge and experience in handling varied front office transactions from counter operations to relationship management, offering exceptional customer care and promoting up-selling and cross-selling. My ability to effectively address customer pain-points and interact with cross-functional teams has led to continuously high customer satisfaction. Additionally I handled night-shift store Manager position at Premasiri Supermarket and wine store, a business owned by one of my close relatives. This position gave me practical knowledge in controlling daily retail operations, managing team, maintaining ideal stock levels and much more, while developing strategies and tactics to enhance store profitability and customer loyalty while maintaining highest customer service standards.
Overview
14
14
years of professional experience
Work History
Grocery Assistant /Customer Service Associate Cashier
Lakdiv Sri Lankan Supermarket
12.2024 - Current
- Focused on the Customer and gets satisfaction out of providing them with a great experience to create customer loyalty.
- Maintained current knowledge of shelf planograms and end cap plans to merchandise products.
- Maintained adequate product levels in check-out lines and end-cap displays by timely re-stocking of merchandise.
- Replenishing shelves to ensure customer requirements were always met and ensuring Health & Safety and Food Safety, by handling products with care
- Helped customers complete purchases by moving heavy items, collecting payments, and bagging purchases.
- Daily line checks to maintain cleanliness and price checks.
- Wastage reduction through stock rotation and stock management using FIFO technicality infusion.
- Assisted customers by finding items quickly to boost store satisfaction rates.
- Pleasantly greeted customers and provided prompt and courteous service.
Customer Support Officer
Sampath Bank PLC
04.2011 - 11.2024
- Provide attentive, prompt and courteous customer service, addressing quires, resolving conflicts, and ensuring overall satisfaction and loyalty
- Exemplify professionalism in customer handling through a wide spectrum of banking activities, including customer inquiries, fund transfers, deposits, withdrawals, credit card issues, account opening, etc
- Work hand in hand with cross-functional teams to resolve customer issues, expedite work process and enhance the overall customer experience to a greater degree
- Provide financial advisory services through comprehensive financial need analysis and recommending customers with suitable financial solutions driving up-selling and cross-selling opportunities
Store Manager
Premasiri Supermarket And Wine Store
08.2020 - 08.2024
- Company Overview: (Sole proprietary retail Market)
- Supervise operations, oversee and train the team, maintain a smooth work flow, high efficiency and uncompressed customer service
- Maintain stock levels, perform regular inventory inspections and reorder to maintain optimal stock levels
- Oversee the cash collection, prepare budgets, track cash flows and implement strategies to enhance the profitability and customer retention
- Maintain cleanliness, product showcasing and adherence to health/safety standards and regulations, while building strong supplier relationships to ensure timely deliveries
- (Sole proprietary retail Market)
- Night-Shift
Education
Postgraduate Diploma - Charted Marketing
CIM
UK01.2021
Skills
- Excellent Customer Service
- Fluent Communication
- Ability to Work Independently
- Team work
- Fork Lift Operational Knowledge
- Inventory Management
- Sales and Marketing
- Problem Solving
- Stock management
- Food safety oversight
- Shelf stocking
- Replenishment coordination
- Product rotation
- Maintaining displays
Timeline
Grocery Assistant /Customer Service Associate Cashier
Lakdiv Sri Lankan Supermarket
12.2024 - Current
Store Manager
Premasiri Supermarket And Wine Store
08.2020 - 08.2024
Customer Support Officer
Sampath Bank PLC
04.2011 - 11.2024
Postgraduate Diploma - Charted Marketing
CIM
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