Senanie Lawanya
Sheffield,United Kingdom
Summary
Detail-oriented professional specializing in customer case management, HR analytics, and Salesforce CRM. Expertise in customer retention strategies, employment law compliance, and employee relations, emphasizing empathy and emotional intelligence. Proven ability to analyze customer feedback for continuous improvement and skilled in communication, organization, and time management. Aims to leverage analytical skills and HR expertise to enhance organizational efficiency and employee satisfaction.
Overview
6
6
years of professional experience
Work history
Store manager
YJS ASSOCIATES (PVT)LTD (MFG Morrisons)
Sheffield, United Kingdom
2023.06 - Current
- Assisted in maintaining daily compliance with safety, environmental, and legal regulations.
- Supported management of forecourt operations and ensured site cleanliness.
- Aided in recruiting, training, mentoring, and scheduling staff while helping manage performance.
- Monitored sales, assisted in budget management, and performed cash reconciliations to control stock levels for fuel and retail items.
- Monitored inventory levels consistently to avoid stock shortages or overages.
- Ensured high levels of customer satisfaction with proactive interaction and prompt issue resolution.
- Developed a team-oriented environment by implementing effective leadership strategies.
- Managed staff and staff rosters, ensuring adequate coverage during peak times.
- Collaborated with upper management in strategic planning, contributing valuable insights from ground level operations.
Rewards Administrator
IFS R&D INTERNATIONAL (PVT) LTD
Colombo
2022.01 - 2023.01
- Support with the day-to-day administration of the Xactly Incent system. - Work with and support other internal stakeholders (e.g., HR, Business Operations and Finance) with compensation plan related matters and queries
- Support with the day-to-day administration of the Xactly Incent system - Support with employee communications and plan documentation.
- Assist as necessary with ad hoc projects related to Bonus and Sales Incentive Plans and Reward programs.
- Work closely with the Xactly Administration Team to reflect changes and/or updates to plans. Review salary, bonus and sending out compensation letters.
Software Support Representative
IFS R&D INTERNATIONAL (PVT) LTD
Colombo
2020.01 - 2022.01
- Working as first line defense for US and Australia based customers with regards to software support and troubleshooting.
- Handling customer calls and operating as a knowledge hub in resolving customer queries.
- Management of customer cases using Salesforce and Slack platforms.
Education
MSC - INTERNATIONAL BUSINESS & MANAGEMENT
UNIVERSITY OF CENTRAL LANCASHIRE BURNLEY
UNITED KINGDOMProfessional Qualification - Human Resource Management (PQHRM)
CHARTED INSTITUTE OF PERSONNEL MANAGEMENT COLOMBO
SRILANKASkills
- Slack communication proficiency
- Customer case management
- Customer feedback analysis
- Compensation and Benefits
- Interactive Communication skills
- Organisation and time management
- Salesforce CRM expertise
- Cash register operations
- Customer retention strategies
- HR analytics and Data analysis
- Empathy and emotional intelligence
- Multi tasking and Adaptability
- Plan documentation
- Customer transaction processing
- Employment Law and Compliance
- Employee relations and conflict resolution
- Problem solving
- Computer literacy
LANGUAGES
English
Fluent
Sinhala
Fluent
Tamil
Native
REFERENCES
Reference will be provided upon request
Timeline
Store manager
YJS ASSOCIATES (PVT)LTD (MFG Morrisons)
2023.06 - Current
Rewards Administrator
IFS R&D INTERNATIONAL (PVT) LTD
2022.01 - 2023.01
Software Support Representative
IFS R&D INTERNATIONAL (PVT) LTD
2020.01 - 2022.01
Professional Qualification - Human Resource Management (PQHRM)
CHARTED INSTITUTE OF PERSONNEL MANAGEMENT COLOMBO
MSC - INTERNATIONAL BUSINESS & MANAGEMENT
UNIVERSITY OF CENTRAL LANCASHIRE BURNLEY