Achini Bernika Jayawardena
Sherwood park,AB
Summary
Administrative professional with focus on streamlining office processes and enhancing operational efficiency. Known for dependability and adaptability, fostering collaborative environment to achieve team goals. Skilled in organizing information, managing schedules, and supporting administrative functions with precision and reliability.
Overview
12
12
years of professional experience
Work History
Dali Clerk
Italian Center Shop Ltd
01.2024 - 04.2025
- Improved customer satisfaction by promptly answering inquiries,increased sales by 10% and providing accurate information.
- Managed incoming calls professionally, Managed over 50 customer ,directing callers to appropriate personnel or taking detailed messages when necessary.
- Collaborated with team members to improve overall customer service performance and best practices.
- Maintained thorough knowledge of products, services, policies, and procedures to provide accurate information to customers.
- Developed strong working relationships with cross-functional teams to serve the needs of customers better.
- Assisted in developing new policies aimed at enhancing the quality of support provided to clients.
Team Member
Tim Hortons
12.2023 - 06.2024
- Facilitated seamless team collaboration to achieve operational goals and enhance service delivery.
- Streamlined inventory management processes, ensuring timely restocking and reducing product shortages.
- Assisted in maintaining cleanliness and organization of work areas, contributing to a safe environment for staff and customers.
- Conducted regular equipment checks to ensure operational readiness, minimizing downtime during peak hours.
- Kept work areas clean, organized, handled cash and and safe to promote efficiency and team safety.
- Delivered exceptional customer service,Managed over 50 customer ensuring positive experiences and fostering repeat business.
Senior Customer Care Executives-Administrative DEP
Lyceum International School
01.2023 - 10.2023
- Members provided admissions process information for parents and Students.
- Provided necessary education information process knowledge to parents.
- Managed over 50 customer calls per day & Handled general hotline.
- Maintained customer satisfaction.
- Handled New admissions and registration inquiries. Greeting visitors.
- Handling queries and complaints via phone, email, WhatsApp, and general correspondence.
- Provided excellent customer service by efficiently resolving issues and responding to inquiries.
- Developed and implemented school policies to enhance operational efficiency and compliance.
- Managing security and telecommunications systems
- Handling queries and complaints via phone, email, and general correspondence
- Transferring calls as necessary
- Taking and ensuring messages are passed to appropriate staff member on time
- Managing meeting room availability
- Coordinated staff training programs to improve instructional practices and student engagement.
Preschool Teacher
Brilliant Preschool
06.2022 - 01.2023
- Designed and implemented engaging lesson plans tailored to diverse learning styles.
- Fostered a positive classroom environment that encouraged student participation and collaboration.
- Developed age-appropriate educational materials using creative teaching methods.
- Assessed student progress through observations and evaluations, adjusting strategies as needed.
- Collaborated with parents to address individual student needs and promote development at home.
- Organized enrichment activities that enhanced physical, social, and emotional growth of students & leading 35 student per class room .
- Developed strong relationships with parents and caregivers, providing regular updates on their child''s progress and addressing any concerns proactively.
Senior customer care Executives
Capital Maharaja Group (Sambole.lk)
12.2021 - 05.2022
- Communicated with customers to identify needs and expectations.
- Maintained and managed customer files and databases.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Provided excellent customer service by efficiently resolving issues and responding to inquiries.
- Offered free products or services to pacify irate or unsatisfied customers because of that Increased sales by 10%
- Delivered prompt service to prioritize customer needs.
- Maintained up-to-date knowledge of product and service changes.
- Met customer call guidelines for service levels, and handle time productivity.
Customer Care Executive
Bcon Solution ( Pvt )Ltd
03.2019 - 11.2021
- Handled System Final approval process.
- Maintained and managed customer files and databases.
- Maintained and managed customer 250 inquiries per day.
- Provided excellent customer service by efficiently resolving issues and responding to inquiries.
- Helped large volume of customers daily with positive attitude and focused on customer satisfaction.
- Conducted staff training, motivation, and presentation sessions
- Developed and implemented customer care policies, procedures and regulations necessary to satisfy customer base.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
Team Leader- Government & partnership sales
Etislat Lanka ( Pvt ) Ltd
11.2017 - 03.2019
- Perform all sales activities and achieve new account targets, gross new, net new, churn, revenue & unit targets allocated to the area, To increase new accounts monthly basis, Conducted training on new products with the sales team(16 members ).
- Managed and closely monitored stock Handled process inventory management within team
- Monitor revenue and churn reports and take necessary action to increase revenue and minimize churn to Maintain healthy subscriber base.
- Negotiate contracts with existing government entities and enterprise partners.
- Develop and Maintain relationship with agreed partners to resign key accounts and increase gross news.
- Maintained individual gross new target.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Built strong relationships with customers through positive attitude and attentive response.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Assisted in recruitment of new team members, hiring highest qualified to build team of top performers.
- Assisted in recruitment of new team members, hiring highest qualified to build team of top performers.
- Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
- Collected, arranged, and input information into database system.
Call Centre Specialist
Etislat Lanka ( Pvt ) Ltd
02.2017 - 11.2017
- Assisted customers by answering questions and responding to inquiries.
- Managed over 250 customer calls per day
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Promoted available products and services to customers during service, Educated customers on company systems, form completion, and access to services.
- Responded to customer requests for products, services, and company information.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Approved and terminated customer contracts upon request.
- Maintained up-to-date knowledge of product and service changes.
- Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.
- Trained staff on operating procedures and company services.
Junior Sales Executive
Etislat Lanka ( Pvt ) Ltd
11.2015 - 02.2017
- Trained, coached, and mentored new sales associates for maximum performance.
- Handled cash register operations and customer transactions to process payments.
- Answered customer questions about products and services, helped locate merchandise, and promoted key items.
- Greeted customers and provided product advice to increase sales.
- Processed and stocked merchandise in accordance with store standards.
- Participated in store meetings and product training sessions to understand and sell items.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
- Set and achieved company defined sales goals.
- Negotiated prices, increased sales by 10% terms of sales and service agreements.
Customer Care Executive
Etislat Lanka ( Pvt ) Ltd
04.2013 - 11.2015
- Communicated with customers to identify needs and expectations.
- Handled average of 30 customers inquiries per day .
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained and managed customer files and databases.
- Kept accurate records of all customer interactions and transactions.
- Provided excellent customer service by efficiently resolving issues and responding to inquiries.
- Coordinated timely responses to online customer communication and researched complex issues.
- Developed detailed plans based on broad guidance and direction.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
Education
Teaching English As A Second Language - Teaching
Advance Technological Institute
Colombo, Sri LankaCertificate - Early Childhood Education Assistant Level 01
CIRA Collage
Vancouver, BC12-2025
Certificate - Positive Parenting Skills And Techniques
Alison Education Center
Ireland04-2025
Diploma - Development & Education in Early Childhood
Alison Education Center
Ireland04-2025
High School Education - Art Education
Vihara Maha Devi Girl's Collage
Badulla, Sri Lanka08-2014
Skills
- Constructive mindset
- Skilled in digital technologies
- Effective relationship management
- Steady and patient presence
- Effective collaboration
- Analytical problem-solving
- Strong verbal communication
- Student engagement support
- Liquidity management
- Classroom support
- Student engagement support
Languages
English
Sinhala
Timeline
Dali Clerk
Italian Center Shop Ltd
01.2024 - 04.2025
Team Member
Tim Hortons
12.2023 - 06.2024
Senior Customer Care Executives-Administrative DEP
Lyceum International School
01.2023 - 10.2023
Preschool Teacher
Brilliant Preschool
06.2022 - 01.2023
Senior customer care Executives
Capital Maharaja Group (Sambole.lk)
12.2021 - 05.2022
Customer Care Executive
Bcon Solution ( Pvt )Ltd
03.2019 - 11.2021
Team Leader- Government & partnership sales
Etislat Lanka ( Pvt ) Ltd
11.2017 - 03.2019
Call Centre Specialist
Etislat Lanka ( Pvt ) Ltd
02.2017 - 11.2017
Junior Sales Executive
Etislat Lanka ( Pvt ) Ltd
11.2015 - 02.2017
Customer Care Executive
Etislat Lanka ( Pvt ) Ltd
04.2013 - 11.2015
Teaching English As A Second Language - Teaching
Advance Technological Institute
Certificate - Early Childhood Education Assistant Level 01
CIRA Collage
Certificate - Positive Parenting Skills And Techniques
Alison Education Center
Diploma - Development & Education in Early Childhood
Alison Education Center
High School Education - Art Education
Vihara Maha Devi Girl's Collage
Career Experience summary
- Lyceum Placment (Pvt)Ltd, Senior customer care Executives, Assistant Manager Customer care, 01/2023, 10/2023
- IDS Business Solutions (Pvt)Ltd, Senior customer care Executives, Team Leader- Customer success, 06/2022, 01/2023
- Capital Maharaja Group (Sambole.lk), Senior customer care Executives, Assistant Manager Customer care, 12/2021, 05/2022
- Bcon Solution (Pvt)Ltd, Customer Care Executive, Head of customer care - manager, 03/2019, 11/2021
- Etislat Lanka (Pvt)Ltd, Team Leader- Government & partnership sales, National Sales Manager - Government & partnership sales, 11/2017, 03/2019
- Etislat Lanka (Pvt)Ltd, Call Center Specialist, Head of customercare - manager, 02/2017, 11/2017
- Etislat Lanka (Pvt)Ltd, Junior Sales Executive, Manager of Sales, 11/2015, 02/2017
- Etislat Lanka (Pvt)Ltd, Customer Care Executive, Head of customer care - manager, 04/2013, 11/2015
Referees
Ms.Maria Teresa Chacon
Deli Clerk
Italian Centre Shop
Sherwood Park Location
700, 8005 - Emerald Drive
+15879745521
Ms.Patricia Roman
Supervisor
Italian Centre Shop
Sherwood Park Location
700, 8005 - Emerald Drive
780-416-4869 ext 501
Telephone No
(587)-991-8612