Shihan Perera
Jyvaskyla
Summary
Customer service and retail sales professional with over 20
years of experience as front-line staff, with exceptional drive
on delivering outstanding service in the industry. Sound
knowledge and understanding of cultural awareness,
extensive experience in leading and managing multinational
teams. Proven talent in learning new products, services, and
processes quickly. Self-motivated, team player with strong
organizational and interpersonal skills.
Overview
29
29
years of professional experience
Work History
Assistant Sales Manager
The Island Watch Company (Pvt.) Ltd
04.2020 - 08.2023
- Foster a competitive yet collaborative team environment and managed customer portfolios, service delivery and service standards
- Completed store opening and closing procedures.
- Assisted sales team with completing customer transactions and managing issues and collaborated with customers to understand needs and provide excellent service
- Maintained high levels of organization in store by directing customers and replenishing merchandise.
- Supported senior management in implementing and upholding store policies and procedures creating Sales Process and Grooming Guide.
- Upheld consistent presentation standards to advantageously use visual merchandising and increase sales.
ASSISTANT MANAGER CUSTOMER SERVICES
One Galle Face Mall - Shangri, Group of Hotels
06.2018 - 04.2020
- Resolved customer complaints while prioritizing customer satisfaction and loyalty and took ownership of customer issues and followed problems through to resolution.
- Recruited, trained and mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Managed and motivated employees to be productive and engaged in work.
- Designed the One Galle Face operations staff uniforms
SENIOR CABIN SAFETY, OFFICER/OCCURRENCE SPECIALIST
Qatar Airways
02.2016 - 05.2018
- Managed , evaluated and investigated Cabin Safety Reports
- Completed Investigation Reports with findings/lapses and recommendations
- Closely worked with the training, performance management, crew operations and ground services departments
CABIN MANAGER / CREW OPERATIONS SUPERVISOR
Etihad Airways
10.2005 - 02.2016
- Managed and motivated employees to be productive and engaged in work.
- Attended workshops and trainings in customer service, conflict resolution tactics, and safety procedures to keep abreast of all new requirements and procedures.
- Ensured safety and comfort of customers onboard aircraft.
- Facilitated communication between flight deck and cabin crew prior to and during flights to promote smooth operations.
- Managed and evaluated crew inflight performances
- Ensured the safety and service standards were delivered as per the company policies.
- Managed the Crew Briefing Center functions and liaised with service providers and government entities.
Leading Cabin Crew
Sri Lankan Airlines
12.2000 - 10.2005
- Resolved passenger conflicts and medical emergencies during flights.
- Verified aircraft and passenger compliance with policies, regulations, and safety guidance.
- Answered passenger questions and provided solutions to issues arising during flights.
- Followed company regulations and rules to promote safe environment for travelers and employees.
- Checked personnel for proper uniforms and safety equipment.
- Performed Inflight Duty Free Sales
Ground Handling Officer / Traffic Cashier, /Hub Controller
Sri Lankan Airlines
01.1995 - 01.2000
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Worked flexible schedule and extra shifts to meet business needs.
- Verified identification and travel documents to efficiently board passengers for on-time departure.
- Provided passenger assistance at ticket counter and gate areas by issuing tickets, checking baggage and assigning seats.
- Used airline computer system to create airline tickets and boarding passes.
Education
Aviation Management And Operations
Qatar Airways
Doha, State Of QatarAviation Management and Operations - Aviation Management And Operations
Etihad Airways
Abu Dhabi, United Arab EmiratesCertificate: Aviation Management - Aviation Management And Operations
Sri Lankan Airlines
Katunayake, Sri LankaHigh School Diploma -
St. Thomas' College
Mount Lavinia, Sri Lanka10.1994
Skills
Communication
Customer Service
Sales
Coaching and mentoring
Performance Management
Timeline
Assistant Sales Manager
The Island Watch Company (Pvt.) Ltd
04.2020 - 08.2023
ASSISTANT MANAGER CUSTOMER SERVICES
One Galle Face Mall - Shangri, Group of Hotels
06.2018 - 04.2020
SENIOR CABIN SAFETY, OFFICER/OCCURRENCE SPECIALIST
Qatar Airways
02.2016 - 05.2018
CABIN MANAGER / CREW OPERATIONS SUPERVISOR
Etihad Airways
10.2005 - 02.2016
Leading Cabin Crew
Sri Lankan Airlines
12.2000 - 10.2005
Ground Handling Officer / Traffic Cashier, /Hub Controller
Sri Lankan Airlines
01.1995 - 01.2000
Aviation Management And Operations
Qatar Airways
Aviation Management and Operations - Aviation Management And Operations
Etihad Airways
Certificate: Aviation Management - Aviation Management And Operations
Sri Lankan Airlines
High School Diploma -
St. Thomas' College
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