Customer Service Human Resources

SHARANYA RATHNASEKARA

** **** ***** **** **, Calgary AB T3R 0X5

Phone: 587-***-****

E-mail: *******************@*****.***

Objective

Results-driven customer service professional with over five years' experience and ability to increase customer satisfaction. Highly skilled in managing clients and customer relations, assisting clients and customers throughout their journeys, and clearly communicating complex concepts or ideas.

Education

Bachelor of Management Degree- Human Resources and Labour Relations

University of Lethbridge, Calgary Campus, AB (Sep 2015 - April 2019)

Skills

Attentive and able to listen with interest

Strong verbal and written communication skills

Conflict resolution through effective communication and positive attitude

Self-controlled and calm under pressure or stress

The Brick – Calgary, AB (Jan 2020- Present)

Customer Service Representative

Promptly responds to general inquiries from members, staff, and clients via telephone, email, and fax.

Develop highly empathetic client relationships and earned reputation for delivering exceptional customer service.

Strive for quick complaint resolutions, commended by supervisor for the ability to resolve problems on the first call and avoid escalation of issues.

Conduct returns and inform customers of the return policy.

H&R Block – Calgary, AB (Dec 2019 – June 2020)

Office Coordinator (Contract)

Checked faxes and forwarded to the right parties.

Sorted, opened and distributed mails to its designated mailbox.

Recorded all incoming couriers / parcels and distributed.

Ran postage mail and placed them into the courier bin for Canada Post to pick up.

Perri Accounting and Tax – Calgary, AB (Apr 2017 – Mar 2019)

Administrative Assistant

Assisted Administrative team members with completing daily tasks to maintain a smooth workflow

Assisted Senior administrative staff with daily work tasks

Worked to ensure quality service, addressed and resolved all customer issues

Performed general office duties, including answering multi-line phone calls and messages to appropriate staff, greeting public, typing, proof reading, filing, sorting and handling incoming and outgoing mail

Starbucks- Calgary, AB (Apr 2015- May 2019)

Barista / Shift Supervisor

Maintained a strong understanding of company values and customer needs, responded quickly to complex requests in a fast-paced environment.

Oversaw team members and developed best practices to balance workload during peak hours.

Engaged customers in a highly visible role by conveying a positive and professional attitude.

Worked on registers daily authorized returns and exchanges.

Designer Depot- Calgary, AB (Apr 2013- Dec 2015)

Customer Service Supervisor / Key Holder

Balanced excellent customer service by completing varied store upkeep tasks.

Operated Point of Scale systems accurately and efficiently.

Resolved customer complaints and negotiated solutions.

Directed the hiring, training, and performance evaluations of sales staff and oversaw their daily activities.

Aitken Spence PLC. – Colombo, Sri Lanka (Aug 2011 to Jan 2013)

Call Center Representative/ Receptionist

Collected customer feedback and made progress changes to exceed customer satisfaction goals

Maintained up-to-date records at all times

Built customer loyalty by placing follow-up calls for customers who reported issues

Provided any other support as needed to teams, departments, managers and other staff.

Volunteer Experience

Empowered Futures – Calgary, AB (Apr 2024- Present)

Talent Acquisition Specialist

Posting and managing job ads on recruiting platforms and social media for greater reach, utilizing LinkedIn to source potential candidates.

Screening resumes and conducting interviews with shortlisted candidates through Google Meet.

Managing a candidate database to track applicants and interview activity.

Collaborating with talent acquisition committee members to discuss talent needs.

Canadian Red Cross- Calgary, AB (Nov 2019- May 2020)

HR Administrative Assistant

Posted jobs on internal and external websites

Updated tracking sheets

Recreated events

Provided customer service to employees, applicants, supervisors, management, and other administrative staff and departments

References

Available upon request.

Contact this candidate