# Customer Service & Quality Specialist Location[Sri Lanka](https://jobicy.com/resume-region/sri-lanka.md)Rate, USD $8 / hourWork schedule Full Time, Links Language skills EnglishAvailable for Hire Yes [Hire me](#resume-dialog) Save Log in to save ## About me 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. ## Professional area ### [Customer Support](https://jobicy.com/resume-category/supporting.md)[Management & Operations](https://jobicy.com/resume-category/management.md) ## Skills ### [Coaching](https://jobicy.com/resume-skill/coaching.md)[Communication](https://jobicy.com/resume-skill/communication.md)[CRM Management](https://jobicy.com/resume-skill/crm-management.md)[Customer Service](https://jobicy.com/resume-skill/customer-service.md)[Customer Support](https://jobicy.com/resume-skill/customer-support.md)[Google Sheets](https://jobicy.com/resume-skill/google-sheets.md)[Microsoft Office](https://jobicy.com/resume-skill/microsoft-office.md)[Onboarding](https://jobicy.com/resume-skill/onboarding.md)[Performance Management](https://jobicy.com/resume-skill/performance-management.md)[Phone Support](https://jobicy.com/resume-skill/phone-support.md)[Problem Solving](https://jobicy.com/resume-skill/problem-solving.md)[Process Improvement](https://jobicy.com/resume-skill/process-improvement.md)[Quality Assurance](https://jobicy.com/resume-skill/quality-assurance.md)[Reporting](https://jobicy.com/resume-skill/reporting.md)[Team Leadership](https://jobicy.com/resume-skill/team-leadership.md)[Training](https://jobicy.com/resume-skill/training.md) ## Education Dec 2023 - Mar 2025 Diploma in Business Management @ LPEC Campus Jan 2015 - May 2015 Diploma in Airline Ticketing @ International Airline Ticketing Academy Jan 2014 - Jun 2014 Certificate in Computer Hardware @ LITS Institute ## Experience May 2020 - Present Customer Service & Quality Specialist @ bubltown UK Guided customers through profile setup and onboarding; delivered step-by-step demonstrations of app features; conducted QA testing of the mobile application and admin web portal; documented test cases and defect reports; acted as a bridge between end users and the product team. Jan 2019 - Mar 2020 Customer Service Executive @ Colud of Goods Assisted customers with renting mobility and travel equipment; provided multi-channel support via phone, email, and live chat; handled order processing, booking confirmations, and logistics coordination; generated daily performance and service reports; resolved complaints and concerns. Jun 2018 - Jan 2019 Travel Agent @ Travel Center UK Assisted customers with booking holiday packages, flights, and travel services; delivered personalized support via phone and live chat; managed enquiries, changes, cancellations, and special requests; maintained knowledge of visa requirements, airline policies, and destinations; used booking systems and CRM tools. Dec 2014 - Jun 2018 Team Leader – Call Centre @ Pizza Hut Sri Lanka Supervised a call centre team of 20 agents; monitored KPIs; provided coaching and feedback; implemented performance improvement plans; conducted on-the-job training; handled escalated complaints; assisted with workforce planning, shift scheduling, and workload distribution; led process improvement initiatives. ## Recommend this talent ## Related resumes * [![Photo](https://jobicy.com/react/themes/app/images/candidate.png) Senior Front-end EngineerAzerbaijanI am a Senior Front-end Engineer with more than 6 years of experience building scalable, SEO-friendly web applications. My core stack includes Vue.js, Nuxt.js, TypeScript, JavaScript, and Tailwind CSS, and…](https://jobicy.com/cv/id147969.md) * [![Photo](https://jobicy.com/react/themes/app/images/candidate.png) Licensed Insurance Sales ProfessionalUnited StatesI am an open-minded professional who adapts well to change in fast-paced and remote environments. 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