GIHAN THENNAKOONLAGE
London,United Kingdom
Summary
Highly motivated Customer Service Assistant with direct experience on the Elizabeth Line, delivering safe, efficient, and customer-focused service in a fast-paced transport environment. Skilled in platform operations, gateline management, ticketing systems, train dispatching, and emergency procedures. Adept at resolving customer issues with professionalism and empathy while maintaining operational efficiency. Committed to upholding TfL’s standards of safety, inclusivity, and excellent passenger experience.
Overview
3
3
years of professional experience
5
5
years of post-secondary education
1
1
Certification
Work history
Customer Experience Assistant
ELIZABETH LINE
London, United Kingdom
2024.07 - Current
Customer Experience Assistant
Elizabeth Line via STM Group
• Over One Year of Experience with Assist passengers with enquiries, ticketing, and journey planning, ensuring a safe and welcoming environment.
• Operate gatelines, monitor passenger flow, and provide assistance to those with accessibility needs.
• Perform platform duties including announcements, train dispatching, and safety checks.
• Coordinate and respond to incidents in line with emergency protocols, ensuring passenger safety.
• Deliver high levels of customer satisfaction during peak service times by resolving issues quickly and professionally.
Cashier
Family Mart
Koto City,Tokyo, Japan
2023.07 - 2024.02
• Provided customer service in a high-volume retail environment.
• Managed transactions, stock replenishment, and store presentation.
• Delivered a friendly, multilingual service to a diverse customer base.
Web Developing & Computer Repairing
Own Business
Chilaw, Sri Lanka
2023.02 - 2023.06
Owner / IT Specialist
• Delivered IT support, computer and mobile repairs, and web development services.
• Provided customer consultations, system maintenance, and software installation.
Education
A/L - TECHNOLOGY STREAM, INFORMATION TECHNOLOGY (C), ENGINEERING TECHNOLOGY (S), SCIENCE FOR TECHNOLOGY (S)
Ananda National College
2020.10 - 2023.01
2 YEAR COURSE - Language
Joto Japanese Language School
Tokyo,Japan 2023.07 - 2024.02
High School Diploma - Software Computer
AICT
2022.02 - 2024.02
Skills
Customer service excellence & complaint resolution
Train dispatching & platform safety procedures
Gateline operations & ticketing systems (Oyster/Contactless)
Passenger assistance & accessibility awareness
Emergency procedure execution
Rail network knowledge & operational protocols
Multilingual: English & Japanese (fluent)
IT literacy: software installation, troubleshooting, and web development
Languages
Japanese
Intermediate
Certification
Door Supervisor[Security Industry Authority]
1011000963292216
Timeline
Customer Experience Assistant
ELIZABETH LINE
2024.07 - Current
2 YEAR COURSE - Language
Joto Japanese Language School
2023.07 - 2024.02
Cashier
Family Mart
2023.07 - 2024.02
Web Developing & Computer Repairing
Own Business
2023.02 - 2023.06
High School Diploma - Software Computer
AICT
2022.02 - 2024.02
A/L - TECHNOLOGY STREAM, INFORMATION TECHNOLOGY (C), ENGINEERING TECHNOLOGY (S), SCIENCE FOR TECHNOLOGY (S)
Ananda National College
2020.10 - 2023.01