Ovini Alahakoon
Botany Downs
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
18
18
years of professional experience
Work History
Admin Customer Service Representative
Noel Leeming
06.2021 - Current
- Managing high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolve customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assist Customers to put Insurance claims and contact Repair agents to book the service for the customers and follow up until service successfully completed.
- Communicating between customer and supplier to give satisfying after sales services for our customers
- Handle customer returned items effectively communicating with our return logistic company.
- Keep track of our customers repairs and update customers weekly basis. Repairs that exceed due period will escalate to our Head Office escalation team
- Maintain Admin reports and try to come up with resolutions if needed to adjust by communicating with our Store Manager
Store Manager
Smiggle
11.2019 - 01.2021
- Company Overview: A Just Group of companies
- I was responsible for customer service, achieving store KPIs, budgeting, managing and assisting stock take, interviewing and recruiting new staff, training staff, making rosters, checking and ensuring stock received, assisting VM manager with visual merchandising
- A Just Group of companies
Store Manager
Tank juice Pvt Ltd
10.2018 - 10.2019
- I was responsible in ordering stock on daily basis and handling any issues regarding stock directly with the suppliers, training new staff and making sure they use company standard recipes, serving customers exceptionally and handling any customer complaint according to company procedures, making the roster, budgeting, ensuring staff keeping the store presentation and ingredients up to company standards
Store Assistant
Tank juice Pvt Ltd
02.2018 - 10.2018
- Main responsibility was to serve customers exceptionally, make smoothies and salads according to company recipes, making sure ingredients are prepared according to company standards
Brand Representative
IN Group
10.2017 - 01.2018
Casual Part Time Waitress
Coffee Club
11.2016 - 01.2017
HR Executive
Sussex Educational Services
05.2014 - 07.2016
- Facilitated open communication channels between employees and management to promote a positive workplace culture.
- Managed employees profiles
- Support Manager with payroll process
- Actively involved with enhancing HR system
Trainee Banking Assistant
Bank of Ceylon
08.2007 - 10.2008
- Handled sensitive customer information with utmost confidentiality, ensuring data security within the branch.
- Participated in regular training sessions to stay updated on banking policies and procedures.
- Developed strong relationships with clients through consistent follow-up and personalized attention, promoting loyalty and trust.
Education
Post Graduate Diploma - Business Management
ICL Graduate Business School
10.2017
Bachelor's Degree - Business Management, Human Resources Management
Open University
09.2013
Certificate - Human Resources Management
Institute of Personnel Management
11.2009
High School Education - Business Management and Commerce
Bishop's College
Colombo, Sri Lanka08.2007
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Relationship building
- Microsoft Excel
- Microsoft outlook
- Call management
- Product knowledge
- Administrative support
Personal Information
- Passport Number: N11480214
- Gender: Female
- Nationality: Sri Lankan
- Visa Status: Residence
Driving License Number
DV213487
Timeline
Admin Customer Service Representative
Noel Leeming
06.2021 - Current
Store Manager
Smiggle
11.2019 - 01.2021
Store Manager
Tank juice Pvt Ltd
10.2018 - 10.2019
Store Assistant
Tank juice Pvt Ltd
02.2018 - 10.2018
Brand Representative
IN Group
10.2017 - 01.2018
Casual Part Time Waitress
Coffee Club
11.2016 - 01.2017
HR Executive
Sussex Educational Services
05.2014 - 07.2016
Trainee Banking Assistant
Bank of Ceylon
08.2007 - 10.2008
Bachelor's Degree - Business Management, Human Resources Management
Open University
Certificate - Human Resources Management
Institute of Personnel Management
High School Education - Business Management and Commerce
Bishop's College
Post Graduate Diploma - Business Management
ICL Graduate Business School
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