Customer Service General Manager

O R A L E B A N E Z E R G O D W I N

NO.** Morgan Lane, Staten Island, NY 10314

E- Mail: ****.******@*****.***

MOB No: +1-646-***-****

Objective

A Dynamic and Challenging position in an object oriented, socially responsible organization that seeks an ambitious and talented person where acquired skills and education will be utilized towards continued growth and advancement of the organization.

Key Qualifications

− Possess 20 Yr.’s + of experience in the Customer Service Industry/Marketing/ HR/Cabin Services, with 10Yr.’s of offshore experience with multinational organizations.

− Fully committed in providing the highest possible standards of excellence in service.

− People oriented; enjoy working directly with clients and the internal staff.

− Self-starter; can be depended on to complete a task under minimal supervision.

− Understands and appreciates the importance of a job well done.

− Languages: Fluently reads and writes English & Sinhala, spoken Tamil WORK HISTORY

SUBWAY RESTURENT APR 2018 TO PRESENT

GENERAL MANAGER / PARTNER

The Manager performs and directs overall restaurant management. Directs staff to ensure that food safety, product preparation, and cleanliness standards are maintained. Maintains standards of restaurant safety and security. Recruits staff and oversees training program. Responsible for inventory and money control systems – may establish inventory schedules. Responsible for local marketing initiatives – may contact prospective customers to promote sales. Maintains business records. Exceptional customer service is a major component of this position. .

TASKS AND RESPONSIBILITIES:

1. Business planning,

2. Monitor Crew member completes task as required, and posts staff work schedules. 3. Recruits, rewards, and terminates staff as needed. 4. Communicates changes of food preparation formulas, standards, by training staff. 5. Ensures that all local and national health and food safety codes are maintained, and company safety and security policy are followed.

5. Maintains business records as outlined in the Subway® Operations Manual: Daily Procedures. Analyzes business records to increase sales.

6. Supports local and national marketing initiatives. RE/MAX SRILANKA FEB 2017 TO MAR 2018

BUSINESS DEVELOPMENT MANAGER – COUNTRY MANAGER

RE/MAX was founded in 1973 and it has grown into a global real estate network with more than 100,000 affiliates, with resources that support the entrepreneur at every level. RE/MAX was created for top producers by top producers. RE/MAX LLC the franchisor of the global RE/MAX network based in Denver Colorado, RE/MAX LLC, is a publicly traded company under the New York stock exchange.

• Head of Operations

• HR

• Training & Development

• Franchise Sales

Organised Business Conference 2017 /2018

Business Plan for 2016/2017/2018

Sold and 10 Franchises and established

Received Foreign training (TTP) - Broker Owners from the Head Office RE/MAX US ACCOLADE VENTURES JAN 2016 TO FEB 2017

1. Head of Global Sales & Marketing

Accolade Composite Technologies

FRP Technologies Pvt Ltd

Accolade Yachts / 4 Marina / Accolade Marine (NEW PROJECT) 2. Business Development Manager

Luxe Holdings Pvt Ltd (NEW PROJECT)

3. Director Sales & Marketing – (SLACMA)

Sri Lanka Automotive Component Manufacturers’ Association I was the Head of Global Sales & Marketing for our group of companies. I was handling different tasks under Product Implement Unit. I was directly handling foreign clients and investors. I was able to bring Mr.Nizar Tagi from world’s number one super yacht manufacture Azimutt /Benetti Group, Mr.Sujay Chohan No 1 Boat Builder in India Ocean Blue, Mike Simpson from Simpson marine. In addition, handle the Boat Show project, which held at Dikkovita fishery Harbor in 2016. Worked closely with Government entities for different projects.

Export Development Board

Ministry of Finance

Ministry of Industry & Commerce

DIALOG AXIATA PLC JAN 2014 – JAN 2016

MANAGER CUSTOMER EXPERIENCE CENTER

The position requires the employee to ensure an unhindered, effective and efficient operation of the assigned Service Centre achieving service delivery expectations, supervising of the staff assigned to the service outlet, adhering to company policies and procedures, overlooking administrative functions, resolving customer complaints while exercising sound independent decision-making. 1.Ensure an unhindered operation of the service center operation unit with the effective and efficient allocation of resources including people, capital, technology, equipment, facilities and time. 2.Elicit the highest levels of performance and productivity of the service center staff through effective delegation and empowerment.

3. Develop, support and ensure adherence to work instructions, policies, procedures and practices pertaining to the Company and Division.

4. Ensure timely communication of information required for the smooth functioning of the service center and the organization.

5. Ensure effective management and resolution of conflicts. Build participative processes that can accommodate requests at short notice in order to derive the maximum mileage for the organization in a rapidly changing/dynamic environment.

QATAR AIRWAYS (QATAR) April 2009 – Oct 2013

Senior Cabin Crew (Galley Manager),

Qatar Airways is the state-owned flag carrier of Qatar. The airline has grown over 120 destinations worldwide, offering unmatched levels of service excellence that have helped excel the award-winning carrier to become the best in the world, using a fleet of more than 100 aircrafts. I have gain experience in Customer Service excellence being expose to multinational working environment, travelling around the world. Learning and understanding different cultures and traditions across Africa, Central Asia, Europe, Far East, South Asia, Middle East, North America and South America.

− Overall In charge of the Premium Class Galley & Flight Deck Crew

− Customer care with meticulous attention to safety, remaining vigilant to any potential hazards, health, Safety, Security & Customer Comfort

− Briefed crew about the service plan and sequence of the service

− Handled flight safety procedures and instructed passengers of all flight disaster measures

− I also have been overall cabin in charge at Economy Cabin in single ailed Aircrafts (320,321)

− Diversified Experience interacting with more than 100 nationalities around the world Promoted as F1, Galley Manager, Cabin Senior (Awarded with appreciation letters) I-SMART TIMEX PVT LTD - AEGIS Nov 2007 – April 2009 Team Leader / Trainer

I-smart Timex is one of the largest BPO service provider in Sri Lanka which is under Aegis which is one of the leading global business process outsourcing (BPO) providers that offers customer lifecycle management and a variety of value-added interactive and back-office services for global. Job Description: CALL CENTER BACK OFFICE

- Inbound - Retention

- Out Bound - Recoveries & Collection

Managed a workforce with target driven with time periods

Monitored the performance of each TQ, daily, weekly & monthly to ensure a productive work environment.

Managed the HR function in the areas of staffing, training & performance appraisals.

Motivated employees to achieve personal goals and consistently meet expected targets.

Built a teamwork environment that encouraged hard work and collaboration.

Screened calls to ensure quality assurance.

Team leader with a proven ability to train, supervise, motivate, and evaluate TQ’s. DHL WORLDWIDE EXPRESS (U.A.E) Aug 2006 – Nov 2007

Customs Clearance Officer

− I was responsible for the day to day processing of dutiable material into the Gateway and facilitate the customs clearance paperwork, to ensure all shipments are processed on time.

− Processing customs formalities of inbound shipments and initiating and completing customs I make sure that any problems or issues encountered at the time of processing customs clearance etc. are solved accordingly, to avoid any delays. (Tax and duties payable or customs processes), whilst maintaining customer faith to ensure smooth flow of operation within gateway facility.

− Tracks and traces shipments in adherence to company network trace standards and investigate thoroughly undelivered, returned, delayed, lost, damaged and held shipments

− Deals competently with customer complaints and takes all possible actions to resolve the issue to their fullest satisfaction with minimal intervention of team leaders

− Reports, evaluates and investigates recurring operational problems that are highlighted through traces and then directs the information accordingly for corrective actions to be taken. Played Cricket and Basket Ball

Brumby’s International Ltd. April 2004 – July 2006 Senior Team Leader / Verification Supervisor

Brumby’s International Ltd. is a B.O.I approved Telemarketing Firm which is a subsidiary for Database Companies like Genesis Data Management and Dunn and Bradstreet, UK. JOB - Conducting a market research for Investment Companies, by calling up managers in European and Scandinavian countries.

AWARDED – Certificate & Medal for the Best Team Leader

- Promoted to the Quality Control Department, as a “QC Officer” on June 1st, 2005

- Working as a Supervisor directly reporting to the Programs Manager

• TRAINING & DEVELOPMENT

• LEADING & MOTIVATING

• PERFORMANCE APPRAISALS

Aramit International Ltd. Sep 2002 – April 2004

Tele-Marketing Executive

Aramit International Ltd. is a B.O.I. approved Telemarketing Firm, dealing with the European, Asian, South African and Australian countries.

PERSONAL DETAILS

− Sex : Male

− Nationality : Sri Lankan

− Religion : Christian

− Date of Birth : 29th December 1982

− Height / Weight : (5’11) – 79 kg

− Work Authorization. : Yes, in USA

− Driving Licence. : Yes E

− Language Proficiency: Fluently reads and writes English, Sinhala & Tamil PROFESSIONAL QUALIFICATIONS

OPERATIONAL ASPECTS OF INTERNATIONAL TRADE – Export Development Board Module 1 - Legal and Financial Aspects

Module 2 – Import/Export Procedure & Logistics

PRIVATE PILOT LICENSE – CIVIL AVIATION AUTHORITY SRILANKA Navigation, Aircraft General Knowledge & Principal of Flight, Flight Planning and Performance, Meteorology, Communication (RT),Air Law, Human Performance & Limitations, Excellent Results in theory all above 90, ( A )

DIPLOMA IN S.E.P & CABIN SERVICES – Qatar Airways

AIR RESTRAINT TRAINNING / Basic First Aid / SEP/ SOP PREMIUM CABIN PROMOTION

RESPOSIBLE SERVICE OF ALCOHOL

PROFESSIONAL DIPLOMA IN MARKETING- (2nd stage)

Marketing Communication, Marketing Planning, Marketing Research & Information, Marketing Management in Practice

PROFESSIONAL CERTIFICATE IN MARKETING (1st stage) - CIM (UK) Customer Communication, Marketing Fundamentals, Marketing Environment, Marketing in Practice FOLLOWED A WORKSHOP IN NEGOTIATION SKILL, CONDUCTED BY DR.HARSHA FERNANDO, FROM THE INSTITUTE OF HUMAN RIGHTS.

TRAINERS TAINING PROGRAME, CONDUCTED BY AIRTEL (MR. ARUP SENG GUPTHA) DIPLOMA IN HUMAN RESOURCE MANAGEMENT - Metropolitan, (U.K.) DIPLOMA IN AIRLINE TICKETING –International Airline Ticketing Academy DIPLOMA IN BUSINESS ENGLISH - Metropolitan, (U.K.) DIPLOMA IN ENGLISH - LBS, (U.K.)

TECHNOLOGICAL & COMPUTER TRAINING INSTITUTE

DIPLOMA IN COMPUTER STUDIES.

EDUCATIONAL QUALIFICATION

ST. THOMAS’ COLLEGE – Bandarawela

GCE ADVANCED LEVEL (Commerce Stream), April – 2002 General English, Business Studies, Economics and Accounts

(Grades 1 A, 2 B’s, 1 C, Respectively)

GCE ORDINARY LEVEL, December – 1999

Math’s I, Math’s II, English Language, Science I and II, Social Studies, Agriculture, Religion, Sinhala, English Literature

(Grades 9 D’s, 1 C, Respectively)

EXTRA CURRICULAR ACTIVITIES

Year 2000 - Financial Director of the Interact Club Year 2002 - Student Manager of the Commercial Bank

- Vice President of the Interact Club

- Vice President of the Student Christian Movement

- Editor of the Literature, Music and Drama Society

- Project Organizer of the Media Club

Played Cricket for the 1st Eleven Team

Played Basket-ball for the College

College Prefect

Skills

• Commercially alert and disciplined, welcomes challenges

• Capable of co-ordination & customer client servicing

• Highly ambitious and dedicated to provide high standards of service

• Very good knowledge of Microsoft Word, Excel and Power Point

• Self motivated individual capable of taking ownership and working independently

• Ability to work under tremendous pressure & meet with deadlines with ease & efficiency

• Excellent planning and organizing skills

• Posses good organizational skills

• Good team player

• Possesses good relationship building and interpersonal skills VISION

• Excellence in everything I do.

MISSION

• To carry out the functions entrusted to me more than satisfactorily by optimizing on cost and time, in order to generate quality and continuous improvement to the work I do.

• To faster the organizational spirit, in my work and attitude, and be a source of strength to the people, place and product.

Date Oral E. Godwin

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