Summary
Overview
Work history
Education
Skills
Languages
Certification
Timeline
Generic
GIHAN THENNAKOONLAGE

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
07.2024 - 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
07.2023 - 02.2024

• 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
02.2023 - 06.2023

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
10.2020 - 01.2023

2 YEAR COURSE - Language

Joto Japanese Language School
Tokyo,Japan
07.2023 - 02.2024

High School Diploma - Software Computer

AICT
02.2022 - 02.2024

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
07.2024 - Current

2 YEAR COURSE - Language

Joto Japanese Language School
07.2023 - 02.2024

Cashier

Family Mart
07.2023 - 02.2024

Web Developing & Computer Repairing

Own Business
02.2023 - 06.2023

High School Diploma - Software Computer

AICT
02.2022 - 02.2024

A/L - TECHNOLOGY STREAM, INFORMATION TECHNOLOGY (C), ENGINEERING TECHNOLOGY (S), SCIENCE FOR TECHNOLOGY (S)

Ananda National College
10.2020 - 01.2023
GIHAN THENNAKOONLAGE