Microsoft 365
Akalanka Amarasinghe
Senior Analyst - Operation
Malabe
Summary
Seeking to leverage over a year's experience in hospitality and customer service, along with a positive attitude and multicultural communication skills, to excel as a member of the Emirates cabin crew team.
Overview
8
8
years of professional experience
10
10
years of post-secondary education
1
1
Language
Work History
Senior Analyst - Operations
Health Recon Connect
8 2021 - 05.2024
- Maintain excellent customer service standards
- Uphold company values at all times
- Adhere to compliance requirements
- Delivering quality-related KPIs assigned.
- Conducted workplace compliance training to reduce liability risks and operate effectively.
- Deployed predictive analytics models to forecast future trends.
- Delivered accurate financial forecasts by conducting thorough data analysis and research on market trends.
- Improved company efficiency with the development of key performance indicators and tracking metrics.
- Investigated system issues and implemented resolutions to reduce downtime.
- Increased overall profitability by identifying inefficiencies within existing systems and implementing necessary changes.
- Mentored junior analysts, fostering professional development while enhancing overall team performance.
- Utilized data visualization techniques to present and explain complex data sets.
- Provided professional services and support in a dynamic work environment.
Team Lead - Customer Relations
Orange Electrical
01.2021 - 08.2021
- Demonstrated responsible ownership and initiative in daily operations.
- Identified and rectified operational gaps, contributing to enhanced standards.
- Provided guidance and mentoring to team members, fostering a collaborative work environment.
- Monitored daily operations and delivered constructive feedback to optimize performance.
- Ensured a safe work environment through employee training and adherence to safety protocols.
- Managed schedules, facilitated time-off requests, and ensured adequate shift coverage.
- Developed and executed production output plans to meet customer service and financial goals.
- Conducted coaching sessions to equip team members with necessary job techniques.
- Facilitated weekly team meetings to disseminate company updates and foster team cohesion.
- Conducted regular evaluations of staff performance, providing targeted coaching and training as needed.
Speed Water Systems Pvt. Ltd
01.2020 - 01.2021
- Conducting research and analyzing data to identify and define audiences
- Devising and presenting ideas and strategies
- Maintaining websites and looking at data analytics
- Coordinating internal marketing
- Provide the strategic marketing Direction to the company to achieve the objectives
- Managing campaigns on social media
- Maintain and look over company website with up to date information
- Dealing with challenging and demanding clients
- Ensure proper communication of the event status including timelines and delivery information to guests, organizers, and other departments
- Stay up to date and current in design trends, floral techniques, props, and other products
- Looking into the quality and maintaining the standards of the company.
Customer Service Representative
90 F Weddings
01.2019 - 01.2020
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Investigated and resolved accounting, service and delivery concerns.
- Answered constant flow of customer calls with minimal wait times.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Front Office Executive
Elcardo Industries Pvt. Ltd
01.2014 - 01.2019
- Provide marketing resources assistance to entire sales staff, management team, and sales team
- Develop and maintain relations with local vendors as applicable
- Ensure global as well as local marketing plans are executed effectively on time
- Conceive and develop efficient and intuitive marketing strategies
- Dealing with challenging and demanding clients
- Coordinating both pre-sale and post-sale activities.
- Communicated corporate objectives to various divisions to meet deadlines and adhere to company budgets.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Maintained strict compliance with security protocols while managing sensitive guest information confidentially and securely.
- Effectively communicated policies regarding payments, cancellations, late arrivals, or no-shows clearly to guests during registration processes.
- Managed high call volumes, directing callers to appropriate departments or handling inquiries as needed.
- Surpassed team goals by partnering with colleagues to implement best practices and protocols.
- Streamlined front desk operations by implementing efficient check-in and check-out procedures.
- Enhanced guest satisfaction with prompt attention to inquiries and professional communication skills.
- Handled cash transactions accurately, ensuring proper accounting for daily financial reports.
Education
Preliminary Certificate in Marketing -
Sri Lanka Institute of Marketing (SLIM)
01.2018 -
Certificate Course in Microsoft Office -
University of Kelaniya
01.2014 -
Spoken English exams - undefined
Institute of Western Music and Speech
01.2000 - 05.2006
Arts stream - undefined
GCE Advanced Level
01.2014 - undefined
undefined
GCE Ordinary Level
01.2011 - undefined
Post Graduate Diploma (PGDip) -
Sri Lanka Institute of Marketing (SLIM)
01.2021 - Current
Skills
- Exceptional customer service skills
- Multicultural communication proficiency
- Strong leadership and mentoring abilities
- Excellent problem-solving skills
- Detail-oriented and organized
- Adaptable and resourceful
Accomplishments
- Award for Outstanding Performance in Customer Service Excellence at Elcardo Industries Pvt.Ltd.
- Inter House School Sports Athletic Meet - Participation (2006)
Personal Information
Date of Birth: 10/08/95
- Fluent in written and spoken English.
- Height: 5.5ft.
- Willingness to relocate to Dubai and meet UAE's employment visa requirements.
- No visible tattoos while in Emirates cabin crew uniform.
References
- Mr. Kasun Ganegala, Consultant - Technology, Virtusa (pvt) Ltd, No 752, Colombo 09, +94712169039
- Mr. Rohana Wickramarachchi, Manager (IT), SC Printing (pvt) Ltd, 654/19, Industrial State, Galle Road, Ratmalana, +94704468344
Extracurricular Activities
Member of school IT, Drug prevention, Social Workers, Arts & Buddhist Society Participated for a Product Training held at China during the stay at Elcardo Industries Pvt. Ltd.
Disclaimer
I hereby certify that the information given above is true and accurate to the best of my knowledge. I shall be glad if I am offered an opportunity to serve your esteemed establishment and I can assure you that I will always carry out my duties with devotion and loyalty.
Software
Microsift office packege
Timeline
Team Lead - Customer Relations
Orange Electrical
01.2021 - 08.2021
Post Graduate Diploma (PGDip) -
Sri Lanka Institute of Marketing (SLIM)
01.2021 - Current
Speed Water Systems Pvt. Ltd
01.2020 - 01.2021
Customer Service Representative
90 F Weddings
01.2019 - 01.2020
Preliminary Certificate in Marketing -
Sri Lanka Institute of Marketing (SLIM)
01.2018 -
Front Office Executive
Elcardo Industries Pvt. Ltd
01.2014 - 01.2019
Certificate Course in Microsoft Office -
University of Kelaniya
01.2014 -
Arts stream - undefined
GCE Advanced Level
01.2014 - undefined
undefined
GCE Ordinary Level
01.2011 - undefined
Spoken English exams - undefined
Institute of Western Music and Speech
01.2000 - 05.2006
Senior Analyst - Operations
Health Recon Connect
8 2021 - 05.2024
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