Prasadini Mendis
Customer Service and Support Executive / HR and Admin Executive
Dubai
Summary
With a proven track record at XELFORCE, I excel in technical issue resolution and analytical problem-solving, enhancing customer satisfaction through innovative support solutions. My expertise in client support and customer service, backed by significant achievements in streamlining processes and improving product features, demonstrates a strong blend of hard and soft skills essential for dynamic business environments.
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Experienced with talent acquisition, employee relations, and HR compliance. Utilizes strategic planning and conflict resolution to enhance team performance and organizational development. Strong understanding of fostering collaborative work environments and managing diverse teams.
Overview
23
23
years of professional experience
Work History
Senior Customer Service and Support Executive
XELFORCE
03.2020 - Current
- Managed high-volume support tickets effectively, prioritizing urgent cases and delegating to team members when necessary.
- Collaborated with cross-functional teams to provide comprehensive solutions for complex problems.
- Worked closely with development teams to communicate customer requirements, leading to enhanced product features tailored towards customer needs.
- Enhanced customer satisfaction by addressing and resolving technical issues promptly.
- Delivered exceptional client service by consistently going above and beyond expectations.
- Conducted regular reviews of customer feedback to identify trends in product issues or user concerns, driving continuous improvement efforts.
- Coordinated priority of support work based on client and business needs.
- Provided remote software services to correct reported issue.
- Streamlined support processes for improved efficiency and reduced response times.
- Implemented effective troubleshooting techniques, resulting in quicker problem resolutions and increased customer satisfaction.
- Trained new support staff, ensuring they were equipped with the skills necessary to excel in their roles.
Human Resources Executive
Arptel PVT Limited
02.2015 - 03.2020
- Interviewed potential hires, negotiated salaries and benefits and performed reference checks.
- Directed hiring and onboarding programs for new employees.
- Managed employee relations issues effectively, resolving conflicts professionally and efficiently.
- Educated employees on company policy and kept employee handbook current.
- Managed other HR staff and oversaw completion of tasks and initiatives.
- Implemented performance management systems for more effective employee evaluations and feedback.
- Optimized payroll processes for increased accuracy and timely compensation delivery to employees.
- Provided updates on HR policy changes to employees to satisfy compliance and state laws.
- Conducted internal audits to identify areas for improvement in HR policies, practices, and compliance measures.
Shift Manager
One Stop- Tesco
01.2009 - 07.2013
- Promoted a positive work environment through open communication and constructive feedback.
- Tracked receipts, employee hours, and inventory movements.
- Monitored inventory levels closely, maintaining optimal stock availability while minimizing waste and costs.
- Achieved consistent customer satisfaction by addressing concerns promptly and professionally.
- Trained new employees on company policies, procedures, and job responsibilities, ensuring seamless integration into the team.
- Trained and mentored new employees to maximize team performance.
- Maximized profitability by monitoring labor costs closely, optimizing staff deployment based on expected customer traffic patterns.
- Played an essential role in achieving store goals through strategic planning alongside upper management during regular meetings.
- Conducted regular evaluations of employee performance, identifying areas for improvement and offering targeted guidance for skill development.
- Resolved customer complaints with effective problem-solving techniques, maintaining high levels of customer loyalty.
Bank Assistant
People's Bank, Sri Lanka
11.2001 - 01.2009
- Enhanced customer satisfaction by efficiently addressing and resolving banking inquiries.
- Actively participated in staff training programs, continuously improving product knowledge and skills relevant to the role.
- Conducted thorough research for loan applicants, contributing to reduced risk exposure for the bank.
- Informed existing customers about bank's products and services and worked to resolve issues.
- Facilitated smooth processing of wire transfers, check deposits, and loan payments by meticulously following established procedures.
- Engaged customers through informative conversations about potential opportunities for financial growth offered by the bank''s services.
- Maintained friendly and professional customer interactions.
- Assisted customers with banking needs and inquiries.
- Handled various accounting transactions.
- Trained new hires on customer service policies and procedures.
Education
No Degree - Human Resources Management
CIPM
Colombo 5 03.2025 -
MBA - Business Administration And Management
Cardiff Metropolitan
Wales - United Kingdom 04.2001 -
GED -
Holy Family Convent
Bambalapitiya Sri Lanka 04.2001 -
Skills
Technical Issue Resolution
Analytical Problem-Solving
Client Support
Streamlined Document Control
Support services
Customer service expertise
Timeline
No Degree - Human Resources Management
CIPM
03.2025 -
Senior Customer Service and Support Executive
XELFORCE
03.2020 - Current
Human Resources Executive
Arptel PVT Limited
02.2015 - 03.2020
Shift Manager
One Stop- Tesco
01.2009 - 07.2013
Bank Assistant
People's Bank, Sri Lanka
11.2001 - 01.2009
MBA - Business Administration And Management
Cardiff Metropolitan
04.2001 -
GED -
Holy Family Convent
04.2001 -
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