Customer Service Management

M.M. DHANUKA CHAMINDA

Mobile: +965-******** ~ E-Mail: acwgn0@r.postjobfree.com

https://kw.linkedin.com/pub/dhanuka-chaminda/a9/352/a8a

** ***** ** ******** ******** vision and business performance improvements to enhance corporate trajectory by working in Operations and CRM.

PROFESSIONAL SUMMARY

oMeticulous professional with over 10 years experience with extensive business operations experience in spearheading operations, business development & CRM with profit accountability.

oEstablishing and implementing ‘best practice’ processes across the organization to ensure effectiveness resulting in reduced costs and improved customer service.

oAdept at developing procedures with a proven track record of planning & implementing effective control measures for smooth conduction.

oProactively conducting opportunity analysis by keeping abreast of market trends/ competitor moves to achieve market-share metrics.

oProficient in developing markets & streamlining business systems with proven ability to enhance sales and marketing effectiveness & meet organisational goals within cost/time/quality parameters.

oExcellent communication skills & interpersonal skills with proven abilities in customer relationship management & team management.

CORE COMPETENCIES

Business Strategy and Planning

oPlanning & implementing various Strategic and Decision making programs in line with organizational vision.

oStrategic decisions in consultation with management related to ongoing activities and processes that organizations use to systematically coordinate and align resources to achieve profitability and growth.

Quality Assurance

oHandling internal audits, customer and regulatory body audits.

oContinuous interaction with the customers ensuring area of concern and working for improved targets.

Quality & Compliance

oSetting up quality standards for various operational areas.

oImplementing quality measures as per industrial norms for improvement in the processes.

Project Management

oUnderstanding & comprehending business requirements, ensuring the project is completed on time and within budget. Support project initiatives, including identifying and analyzing preliminary business needs.

oCreating estimates for the project, WBS, Project/Contingency Plan & Schedules, identifying risks within defined scope, quality, time and cost constraints.

Problem Management

oWorking proactively ensuring prompt incident resolution and the highest levels of customer satisfaction.

oDetect record, investigate and diagnose Problems in line with the best practices.

CAREER HIGHLIGHTS

UAE Exchange, Kuwait Feb’13 – Present

As Remittance Officer /Teller

oForeign remittance (USD, EURO and GBP) and also generating the SWIFT code, ensuring the amount is transfer to the respective account of the customer.

oPoint of con tact for remitting all types of transactions in the branch such as telex transfer, swift transfer and Foreign exchange.

oSupervising all formalities regarding account opening & closing amendments in accounts and also handling of deceased and unclaimed account.

oMaintaining records and balancing of all respective heads on weekly, fortnightly & monthly basis. Acting as a main contact point for all internal and external audits.

oReviewing of systems and controls on a regular basis, identifying bottlenecks and control weaknesses with a view to achieving improvement and timely reporting to the Operations Manager.

oCompiling statistical, financial, accounting and auditing reports/tables pertaining to matters as cash receipts, expenditures, accounts payable and receivable, and profits and losses.

oDeveloping, Monitoring, updating and maintaining the Anti Money Laundering (AML)/Combating Financing of Terrorism (CFT) policy and the procedure in line with Central Bank of Kuwait guidelines.

oInvestigation of STR/ CTR cases and providing opinion on the cases referred by Operations Department.

oPerforming surveillance and monitoring activities of internal practices and procedures to ensure compliance.

oPreparation, submission and analysis of reports facilitating decision making for the Management.

oLiaise between other departments and the client to provide the service most suitable to the client’s needs, cost and time restraints. Ensuring customer queries are resolved with stipulated TAT thereby facilitating CSAT.

KoutFood Group, Kuwait Dec’09 – Feb’13

As Crew/Cashier

oProviding customers with a quick and accurate service, showing sensitivity to their individual needs, both from behind as well as in the front facing areas.

oGreet customers, take orders and receive payments. Instrumental in operating the cash register. Serving the customer, by being friendly and efficient in offering a pleasant experience to them, ensuring every customer receives WOW hospitality and a great dining experience at all times.

oEnsuring end to end responsibility of Customer Service via various trainings to new joiners in order to maintain high standards.

oUphold the highest standards of cleanliness and work to provide the finest quality food to customers in order to achieve 100% customer satisfaction.

oMastered point-of-service (POS) computer system for automated order taking. Point of contact for handling currency and credit transactions quickly and accurately.

oEnsuring that all the products are within shelf lives and maintain correct storage conditions for all such food as per brand standards and Health and Safety regulations are adhered to.

oMaintaining food supply and stock. Ensuring stock rotation thereby facilitating adequate stock.

oProvide initial training to new team members. Coaching them to consistently deliver excellent hospitality.

KBR Company, Iraq Feb’07 – Feb’08

As Cashier

oResponsible for taking money in the form of cash, check, or credit card from patrons in exchange for food or services. Scans items, provides change, balances drawer, and processes card transactions.

oCount money in cash drawers at the beginning of shifts to ensure that amounts are correct and that there is adequate change.

oEstablish or identify prices of goods, services or admission, and tabulate bills using calculators, cash registers, or optical price scanners.

oAccredited for reorganizing cash handling procedures, reducing TAT from 10 to 5 minutes, pos system.

oCustomer Care Award for Service Delivery par Excellence.

OTHER EMPLOYMENT

Front Desk Clerk, Coral Rock Hotel, Sri Lanka, June’05 – Oct’06

EDUCATION

High school Diploma [Commerce] [Ananda Centre College, Elpitiya, Sothern capital, Sri Lanka] - 2004

G.C.E. Ordinary Level - 2001

English Diploma [Aquinas college Sri Lanka] – 2005

Knowledge of various Operating Systems, MS –Office, Tally and Internet applications.

PROFESSIONAL TRAININGS

oAttended a program at Institute of Banking Studies (IBS) in Kuwait

oCustomer care /AML training at UAE Exchange in Kuwait

oBasic Food Hygiene and customer service in Kout food group, Kuwait

oFood safety managers’& Supervisors’ Course, fist age course, fire safety Course (U.S Navy Environmental and Private Medicine Unit camp, Iraq)

oTravel Agent and Air Ticketing course

PERSONAL DOSSIER

Date of Birth : 3rd June - 1985, Sri Lanka

Address : No: 486, new road, Elpitiya,Galle

Linguistic ability : English, Hindi, Arabic

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