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# Customer Service & Quality Specialist

Location Sri LankaDesired Salary 8 -  USD/hourlyWork preference Full TimeLinks Joined23 Jun 2026Field / Industry Customer Success

* SharePreferences:Status: Actively lookingRelocation: NoNotice Period: ImmediateSkill Assessments:This user has not passed any tests yet

Languages:  English -

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[Overview](#overview)

## 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.

## Skills

### [Problem Solving](https://jobicy.com/talent/problem-solving.md)[Customer Service](https://jobicy.com/talent/customer-service.md)[Communication](https://jobicy.com/talent/communication.md)[Process Improvement](https://jobicy.com/talent/process-improvement.md)[Microsoft Office](https://jobicy.com/talent/microsoft-office.md)[Reporting](https://jobicy.com/talent/reporting.md)[Training](https://jobicy.com/talent/training.md)[Team Leadership](https://jobicy.com/talent/team-leadership.md)[Customer Support](https://jobicy.com/talent/customer-support.md)[Quality Assurance](https://jobicy.com/talent/quality-assurance.md)[Coaching](https://jobicy.com/talent/coaching.md)[Performance Management](https://jobicy.com/talent/performance-management.md)[Onboarding](https://jobicy.com/talent/onboarding.md)[Google Sheets](https://jobicy.com/talent/google-sheets.md)[CRM Management](https://jobicy.com/talent/crm-management.md)[Phone Support](https://jobicy.com/talent/phone-support.md)

## Education

LPEC Campus  Dec 2023 - Mar 2025  Diploma in Business Management

International Airline Ticketing Academy  Jan 2015 - May 2015  Diploma in Airline Ticketing

LITS Institute  Jan 2014 - Jun 2014  Certificate in Computer Hardware

## Experience

Customer Service & Quality Specialist @ bubltown UK  May 2020 - Present 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.

Customer Service Executive @ Colud of Goods  Jan 2019 - Mar 2020 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.

Travel Agent @ Travel Center UK  Jun 2018 - Jan 2019 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.

Team Leader – Call Centre @ Pizza Hut Sri Lanka  Dec 2014 - Jun 2018 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.