MAHESHA KUSALANI SAMANTHILAKE
Stoke-on-Trent,United Kingdom
Summary
Organised and detail-oriented professional with expertise in administrative support, front-office operations, and delivering excellent customer and guest service across multiple channels. Adept at handling inquiries, resolving complaints efficiently, and maintaining smooth daily operations. Experienced in employee training, coaching, and performance monitoring to support team effectiveness and service quality.
Open to remote/home-based roles and available to start immediately, bringing enthusiasm and a proactive approach to every task.
Overview
11
11
years of professional experience
Work history
Foreign Exchange (FX) Operations Assistant
Thomas Exchange Global
London, United Kingdom
12.2015 - 04.2018
- Maintained positive communication with customers while managing high workloads and daily operations.
- Verified customer documents, processed postal orders, and issued tracking information accurately.
- Conducted bank verifications in collaboration with the compliance department.
- Resolved customer inquiries efficiently via phone and email, ensuring excellent service.
- Trained and mentored new employees on postal order procedures and operational processes.
- Supported daily administrative tasks to improve departmental efficiency.
TEAM LEADER
Emerging Technologies
Abu Dhabi, United Arab Emirates
09.2011 - 07.2014
- Prepared daily workloads for staff and coordinated task allocation to ensure smooth daily operations.
- Handled customer inquiries, resolved service issues, and provided effective problem-solving support.
- Monitored, coached, and trained junior staff to maintain high service quality and team performance.
- Conducted weekly meetings using PowerPoint and Excel to review company goals, team achievements, and performance metrics.
Business Centre Coordinator
Renaissance Dubai Hotel by Marriott Hotels
Dubai, United Arab Emirates
11.2008 - 02.2011
- Assisted in-house guests with bookings and confirmations for tours, events, restaurants, and airline tickets.
- Prepared In-House Guest Reports for morning management meetings and compiled Hotel Events Reports, summarising departmental events and updates to enhance operational efficiency, improve staff awareness, and ensure smooth hotel-wide operations.
- Handled all guest inquiries in person, by phone, and via email, delivering professional and efficient service.
- Supported smooth business centre and front office operations by providing administrative assistance and coordinating daily activities.
GUEST SERVICE ASSISTANT
Taj Airport Garden Hotel
Seeduwa, Sri Lanka
02.2008 - 08.2008
- Taj Airport Garden Hotel, Seeduwa, Sri Lanka
GUEST RELATIONS OFFICER
Hotel Clarion
Kelaniya
03.2007 - 09.2007
- Hotel Clarion, Kelaniya, Sri Lanka
Education
Bachelor of Science (BSc) - Hospitality Science
Mangalore University
India 04.2001 - /2009
Certificate of Higher Education - HR Management
Institute of Personnel Management (IPM)
Colombo-Sri LankaNCFE Level 2 Certificate - Principles of Customer Service
Learning Curve Group
United Kingdom 04.2001 - /2024
Skills
- Guest and customer relations (in person, phone, and email)
- Complaint handling and effective issue resolution
- Strong communication, organisational, and time management skills
- Employee training, coaching, and mentoring
- Administrative and office support duties
- Performance monitoring and reporting (Excel, PowerPoint)
- Documentation verification and processing(banking/postal procedures)
- Preparing daily operational and management reports
Awards & Achievements
- Employee of the Month – January 2010
Front Office, Renaissance Dubai Hotel by Marriott – Dubai, UAE - Rapidly promoted from Sales Coordinator to Team Leader within three months – January 2012
Emerging Technologies – Abu Dhabi, UAE
Work availability
Monday
Tuesday
Wednesday
Thursday
Friday
Saturday
Sunday
morning
afternoon
evening
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Timeline
Foreign Exchange (FX) Operations Assistant
Thomas Exchange Global
12.2015 - 04.2018
TEAM LEADER
Emerging Technologies
09.2011 - 07.2014
Business Centre Coordinator
Renaissance Dubai Hotel by Marriott Hotels
11.2008 - 02.2011
GUEST SERVICE ASSISTANT
Taj Airport Garden Hotel
02.2008 - 08.2008
GUEST RELATIONS OFFICER
Hotel Clarion
03.2007 - 09.2007
Bachelor of Science (BSc) - Hospitality Science
Mangalore University
04.2001 - /2009
NCFE Level 2 Certificate - Principles of Customer Service
Learning Curve Group
04.2001 - /2024
Certificate of Higher Education - HR Management
Institute of Personnel Management (IPM)