Customer Service & Quality Specialist

I am a passionate and results-driven customer service professional with over 10 years of experience delivering exceptional support across diverse industries. I have built my career around customer satisfaction, quality assurance, complaint resolution, and onboarding, with a strong focus on improving service workflows and team performance.

I have extensive experience in customer support across phone, email, and live chat channels. I am comfortable handling enquiries, bookings, follow-ups, escalations, and order processing while maintaining a high standard of professionalism and empathy.

In my current role as a Customer Service & Quality Specialist at bubltown UK, I support users through profile setup and onboarding, demonstrate app features, and perform QA testing on mobile and web platforms. I also document defects and test cases, helping bridge communication between customers and the product team.

Previously, I worked as a Customer Service Executive and Travel Agent, where I managed customer interactions, travel bookings, logistics coordination, and service reporting. These roles strengthened my ability to work accurately in fast-paced environments while maintaining strong customer relationships.

I also have leadership experience as a Team Leader in a call centre, supervising 20 agents, monitoring KPIs, coaching team members, and supporting workforce planning. This experience helped me develop strong people management, training, and process improvement skills.

I am currently based in Sri Lanka and speak English and Sinhala. I hold a Diploma in Business Management, a Diploma in Airline Ticketing, and a Certificate in Computer Hardware, which support my practical experience in customer service, operations, and quality-focused work.