Dona Gamaathige
Administration Assistant/ Team Lead
Surrey,BC
Summary
Over 15 years of experience as a customer-focused administrative professional in Canada, Singapore, and Sri Lanka, I have gained significant knowledge in anticipating professional needs and proactively identifying and resolving problems. Bringing proven to promote organization and availability through effective schedule development. Excellent customer service and conflict management skills. I am an adaptable team player who is willing to learn and share newly acquired skills. As an MBA graduate from the University of Canada West.
Overview
16
16
years of professional experience
9
9
years of post-secondary education
2
2
Languages
Work History
Administration Assistant and Project Lead - Homelessness, Housing & Mental Health Services
Options Community Services
Surrey, BC
1 2021 - Current
- Lead various projects related to mental health and addiction support programs, such as the Health and Safety Incidents and Investigation Online Platform, the Working Alone Safety Platform, and the Greenspace Platform, which is a measurement-based care system for mental health and addiction-based clinicians
- Acting as the main point of contact for all housing and homelessness inquiries, responsible for screening and directing phone calls, as well as distributing correspondence
- Scheduling appointments for Executive Director, arrange training sessions, oversee all incoming and outgoing communications (including emails, phone calls, reports, and internal correspondence)
- Keeping Executive Director's calendar up-to-date by adding events and providing daily briefings
- Assisting Deputy Executive Director with recruitment and administering new hire paperwork
- Conducting research and creating reports on various topics based on the needs of the homelessness, housing, and mental health programs
- Ensuring that monthly rental subsidies are received and paid to over 200 clients under Surrey Supported Living Services Program (under the mental health umbrella)
- Handling Crisis Stabilization fund inquiries and coordinating with Fraser Health Authority (Mantel Health and Substance Use One time Crisis Stabilization Funds)
- Co-ordinates various office support services including purchasing office supplies, maintaining inventory of suppliers including business cards and brochures
- Establishes and maintain a positive working relationship with other staff, volunteers, clients and other professionals
- Support executive staff by drafting correspondence and preparing presentation materials for meetings, conferences, or other events.
- Managed filing system, entered data and completed other clerical tasks.
- Surpassed team goals by partnering with colleagues to implement best practices and protocols.
- Offered technical support and troubleshot issues to enhance office productivity.
- Organized logistics and materials for each meeting and took detailed notes for later dissemination to key stakeholders.
- Coordinated and scheduled meetings and conference calls to optimize scheduling of senior staff.
- Safeguarded private information through meticulous record-keeping practices, adhering to company confidentiality policies at all times.
- Reduced administrative workload for supervisors, managing calendar appointments and coordinating meeting logistics.
- Developed strong communication and organizational skills through working on group projects.
Customer Operations Manager
Tetraaheadron (Pvt) Ltd
Colombo, Sri Lanka
01.2014 - 01.2019
- Managed hiring, training, retention, and performance evaluation of a team of nine staff members
- Ensured that customer care function complies with regulatory requirements and meets the terms of our contracts with clients
- Developed programs to incentivize and retain customers, which helps to foster greater loyalty to the brand
- Coordinated with supply chain personnel, distributors, and sales associates
- Managed reception duties, liaise with sales and marketing teams to maximize revenue
- Led team meetings to discuss and resolve customer service failures and concerns.
- Developed comprehensive training programs for new hires, contributing to a knowledgeable and skilled workforce.
- Analyzed trends in customer feedback for opportunities to improve products or services offerings, informing product development initiatives.
- Managed daily workflow of the customer support team, ensuring timely response and resolution of customer inquiries.
- Streamlined team communication for improved collaboration, leading to faster issue resolution and increased customer retention.
- Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
- Led regular team meetings to review performance metrics, discuss upcoming initiatives or changes in procedures, fostering open communication among staff members.
- Transformed strategy into standard practice with measurable KPIs.
Customer Service Executive
Adonis Nuskin Pte Ltd
Singapore
01.2008 - 01.2013
- Handled all customer complaints and product inquiries both in Singapore and Malaysia
- Generated sales leads
- Assisted with placement of orders, refunds, or exchange of products
- Compiled reports on overall customer feedback
- Visited outlets in Singapore and Malaysia to plan training sessions
- Managed a team of junior Customer Service Assistance.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Asked open-ended questions and researched issues in system to resolve various customer billing errors.
- Responded proactively and positively to rapid change.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Managed high volume of inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues.
- Cross-trained and provided backup support for organizational leadership.
- Boosted customer retention rates by providing exceptional service and building rapport with clients.
Education
Master of Business Administration -
University Canada West
Vancouver, BC 09.2019 - 05.2021
BA (Hons) in Business Administration - undefined
University of Portsmouth
London, United Kingdom 01.2006 - 05.2009
Advance Diploma in Association of Business Executives - undefined
ABE
London, United Kingdom 01.2002 - 05.2004
Diploma in Montessori Method of Education with a Merit Award -
Modern Montessori International - MMI
Modern Montessori International - Singapore 01.2012 - 05.2013
Skills
Client Management
Adaptable to complex environments
Multi Tasking / Time Management
Organizational Skills
Paperwork drafting
Documentation and control
Conference planning
Employee Communications
Problem-solving abilities
Scheduling and calendar management
Additional Training Certifications Memberships
- Member of CIM Charted Managers of Canada
- Active member of the Indigenous Community Connection Committee - Options Community Services.
- Active member of Health and Safety Committee- Options Community Services
- Digital Marketing fundamentals
- Course of Research Ethics - Tri council policy statement: Ethical Conduct for Research Involving Humans.
- Emergency Child Care First Aid and CPR/AED Level B
- Responsible Adult Course
- Relationship Matters - Training on Trauma Sensitive Practice
- Naloxone Administer Training
- Workshop - Handling Complaints & Concerns of Discrimination for Managers
Timeline
Master of Business Administration -
University Canada West
09.2019 - 05.2021
Customer Operations Manager
Tetraaheadron (Pvt) Ltd
01.2014 - 01.2019
Diploma in Montessori Method of Education with a Merit Award -
Modern Montessori International - MMI
01.2012 - 05.2013
Customer Service Executive
Adonis Nuskin Pte Ltd
01.2008 - 01.2013
BA (Hons) in Business Administration - undefined
University of Portsmouth
01.2006 - 05.2009
Advance Diploma in Association of Business Executives - undefined
ABE
01.2002 - 05.2004
Administration Assistant and Project Lead - Homelessness, Housing & Mental Health Services
Options Community Services
1 2021 - Current