Thushan Gunatunga
Nelson,NSN
Summary
Results-oriented Manager with exceptional team leadership qualities and operational management capabilities. Well-versed in delivering exceptional customer communication and customer service. Talented driver of performance compliance with applicable standards, rules and regulations.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Store Manager
Z Energy
08.2022 - Current
- Managed inventory control, cash control, and store opening and closing procedures.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Rotated merchandise and displays to feature new products and promotions.
- Assisted with hiring, training and mentoring new staff members.
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
- Interacted well with customers to build connections and nurture relationships.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Completed routine store inventories.
- Submitted orders for new inventory.
ASSISTANT STORE MANAGER
The Warehouse Stationery
08.2021 - 07.2022
- Examined merchandise to correctly price and display products
- Achieved company KPIs in terms of sales and services
- Completed frequent walk-throughs and directed team members to correct issues impacting store appearance or professionalism
- Delegated assignments based on team strengths to optimize floor coverage and service levels
- Interviewed and vetted job applicants to make effective hiring decisions and fill vacancies with strong team members
- Provided mentorship for employees to generate sales, promote effective upselling and cross-sell to improve retail productivity
- Provided leadership to employees through coaching, feedback and performance management.
STORE MANAGER
Tank Ltd
11.2019 - 08.2021
- Balanced sales, reconciled cash and made bank deposits to facilitate opening and closing duties
- Enhanced customer satisfaction and store operations through relationship building and daily problem-solving
- Reviewed customer feedback to make operational improvements and promote satisfaction
- Trained and mentored associates to teach daily tasks and procedures
- Managed inventory tracking and physical inventory counts to minimize loss
- Delivered excellent customer service and adhered to standard practices to maximize sales and minimize shrinkage.
OPERATIONS MANAGER
Majority World Photo Agency
01.2014 - 05.2019
- Ensure the smooth flow of day-to-day business operations and reporting directly to the CEO
- Identify, contact, and recruit excellent photographers from around the world who fulfill the criteria
- Ensure availability of relevant, high-quality image delivery to customers and distributors
- Liaise with the Business Development manager to carry out special requests/projects
- Resolved challenges associated with company websites and suppliers
- Developed initiatives for process improvement and reviewed and assessed ongoing operations
- Generated performance and labor strategies to compete in new and existing markets.
CUSTOMER SERVICE EXECUTIVE
HSBC
12.2005 - 06.2007
- Handled customer billing errors by researching issues in system and asking detailed questions
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints
- Processed customer account changes with proprietary software
- Updated account information after customer calls and noted client concerns and issues
- Answered questions from customers by phone and email, offering company details and policy information as requested
- Effectively investigating accounts and working to deadlines
Education
High School Diploma -
St. Thomas' College
Sri Lanka12.2005
Retail - Level 3 - Retail
NZQF
New Zealand04.2023
Retail - Level 4 - Retail Management
NZQF
New Zealand10.2023
Diploma - Frontline Management
International Career Institute
Wellington, NZ12.2024
Skills
- Employee Motivation
- Department Oversight
- Retail Operations
- Team Leadership
- Hiring and Training
- Time Management
- Customer Service Management
- Order Management
- Decision Making
- Goals and Performance
Languages
English
Native or Bilingual
Sinhala
Native or Bilingual
Certification
First Aid certificate, Triple One - 2021
Fire Safety Certificate - Expected 10/2023
Referees can be provided on request
Timeline
Store Manager
Z Energy
08.2022 - Current
ASSISTANT STORE MANAGER
The Warehouse Stationery
08.2021 - 07.2022
STORE MANAGER
Tank Ltd
11.2019 - 08.2021
OPERATIONS MANAGER
Majority World Photo Agency
01.2014 - 05.2019
CUSTOMER SERVICE EXECUTIVE
HSBC
12.2005 - 06.2007
High School Diploma -
St. Thomas' College
Retail - Level 3 - Retail
NZQF
Retail - Level 4 - Retail Management
NZQF
Diploma - Frontline Management
International Career Institute
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