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.
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.
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.
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.
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.
Diploma in Business Management
Diploma in Airline Ticketing
Certificate in Computer Hardware
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