Madushi Kosgallanage
Christchurch
Summary
Professional with strong background in customer service, passion for human resource, adept at resolving issues and enhancing client and staff satisfaction. Skilled in communication, problem-solving, and time management, ensuring seamless service delivery. Collaborative team player, adaptable to changing requirements, consistently driving results and fostering positive work environment.
Overview
10
10
years of professional experience
Work History
Customer Service Specialist - AOL Coordinator
Aelia Duty Free
09.2023 - Current
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Support in staff trainings as a designated category coordinator. ( Art Of Living Coordinator )
- Dealing with Suppliers and maintains strong work relationship.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Merchandising display locations on floor and Enhance customer satisfaction by providing product knowledge and recommending suitable items based on individual needs.
- Maintaining well-organized documentation systems and updating category records accurately as needed.
Human Resources Executive
Grand Bell Hotel
07.2021 - 01.2023
- Partnered with department heads to address staffing needs, optimizing talent acquisition efforts.
- Managed employee relations issues effectively, resolving conflicts professionally and efficiently.
- Coordinated workforce planning efforts to align with organizational growth goals.
- Educated employees on company policies and conducted training on health and safety.
- Directed hiring and onboarding programs for new employees.
- Conducted internal audits to identify areas for improvement in HR policies, practices, and compliance measures.
VIP Premium Operation Coordinator
Qatar Airways
04.2017 - 05.2019
- Maintained a high level of professionalism and customer service when interacting with high profile customers, ensuring positive experiences.
- Address any issues or concerns that arise for VIP customers, ensuring quick and satisfactory resolutions.
- Work closely with other departments to guarantee consistency in premium service.
- Maintained and update accurate records of relevant documentation for seamless operations.
- Adhering and Maintaining airline health and safety regulations, fire drill exercises to ensure staff readiness in case of emergencies while minimizing disruptions to daily operations.
Human Resources Executive
Srilankan Airlines
01.2016 - 04.2017
- Coordinated onboarding processes, providing new hires with a smooth transition into the company culture.
- Maintained accurate records of employee information using up-to-date human resource databases.
- Handled employee inquiries and complaints regarding policy and benefits issues.
- Conducted new employee orientation trainings.
- Facilitated exit interviews, gathering valuable feedback for organizational improvement.
Airport Passenger Service Officer
Srilankan Airlines
11.2014 - 01.2016
- Cultivated a friendly atmosphere with passengers warmly upon arrival and departure.
- Elevated the airport''s reputation for impeccable service by consistently providing exceptional customer care.
- Resolved customer complaints and concerns professionally, maintaining positive relationships between airline and passengers.
- Collaborated closely with team members to achieve excellence in overall airport operations.
- Maintained a calm and professional manner during high-stress situations, effectively addressing passenger concerns and fostering a positive travel experience.
- Upheld strict compliance to security protocols while checking travel documents at departure gates to ensure passenger safety.
- Ensured flight safety by conducting thorough pre-flight checks and coordinating with flight crews.
- Instructed passengers on safety and emergency procedures and answered all passenger inquiries.
- Trained new Passenger Service agents on company procedures and best practices, fostering a strong team dynamic and improved performance.
Education
Higher Diploma in Hospitality Management -
Hospitality Education (Pvt) Ltd
Colombo,Sri Lanka11-2021
Advanced Diploma in Human Resources Management -
National Institute of Business Management
Colombo, Sri Lanka05-2016
Diploma in Airport Passenger Handling -
International Aviation Academy
Colombo,Sri Lanka10-2014
Diploma in Airline Marketing And Airport Operation -
International Airline Ticketing Academy
Colombo, Sri Lanka04-2014
Skills
- Knowledge in Microsoft office and outlook and other related software
- High Attention to detail
- Communication skills
- Orientation preparation
- Problem-solving
- Customer Service skills
- Operations management
- Onboarding coordination
- Customer relations
Timeline
Customer Service Specialist - AOL Coordinator
Aelia Duty Free
09.2023 - Current
Human Resources Executive
Grand Bell Hotel
07.2021 - 01.2023
VIP Premium Operation Coordinator
Qatar Airways
04.2017 - 05.2019
Human Resources Executive
Srilankan Airlines
01.2016 - 04.2017
Airport Passenger Service Officer
Srilankan Airlines
11.2014 - 01.2016
Higher Diploma in Hospitality Management -
Hospitality Education (Pvt) Ltd
Advanced Diploma in Human Resources Management -
National Institute of Business Management
Diploma in Airport Passenger Handling -
International Aviation Academy
Diploma in Airline Marketing And Airport Operation -
International Airline Ticketing Academy
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