Keith De Zilva

Experience

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  British Council, Sri Lanka

  Apr 2006 - Dec 2008

  Second Assistant IELTS

  • Assisted Test Day Supervisor to manage the IELTS test day personnel and examiners on test day to make sure their performance is in line with global standards • Respond with routine information to e-mails and telephone calls from candidates and organizations, such as schools, in a timely and clear manner, following up where necessary, and maintaining scrupulous records of all communications.• Offered a high standard of customer service, and deal sensitively with test candidates who often have limited English, and who are sometimes stressed by the pressure of the need to take the test. Show less

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  Design Inferno Glass Pvt Ltd

  Jul 2013 - Jun 2015

  Lead Glazier

  Managing the day-to-day activities of staff and overseeing workflow to ensure it is operating efficiently.• Allocated human resources, ensured appropriate matches between personnel to prepare, measure, cut and installed glass, mirrors, windows, doors or glass products over 200+ residential and commercial buildings.• Conferred with project teams to determine project needs and provided cost estimates and schedule details and completed all given construction project deadlines by 100% and budget limitations.• Handled investigations of difficult work problems, is able to evaluate alternative solutions and make sound recommendations to supervisory team.• Concluded multiple large-scale jobs such as the residential and commercial, a 1.5 million dollar glass projects. Show less

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  Nation Glass Pvt Ltd

  Aug 2015 - Jul 2020

  Facilities Supervisor

  • Proficient Team Manager bringing out forth experience functioning in both commercial and residential spaces of 100+ projects providing subject matter expertise and coaching to employees and managers, including legal responsibilities, performance improvement, and conflict resolution. • Mentored team members and persuaded ways to improve the quality of customer service through best practices across all levels.• Manage and coordinate day-to-day activities on procedures, safety standards, and compliance within the service.• Excelled in a collaborative working environment by providing crucial support to colleagues, fostering a culture of teamwork and safety awareness. • Collaborated with vendors and contractors to ensure high-quality service delivery and cost savings.• Hired, supervised, developed, and managed performance for employees and maintain a positive employee relations environment at the assigned account(s)• Effectively liaised between senior management and employees to maintain and improve company-employee relations.• Supervised and trained a crew of 15 junior glaziers in the delivery of over 50 high-value commercial building projects.• Assessed all operations are carried on in an appropriate, cost-effective, and legally compliant manner• Completed 100+ projects with excellent safety record and good teamwork abilities to satisfy challenging customers. Show less

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  Mater Engineering

  Aug 2020 - Dec 2021

  Operation Manager

  Overseeing the day-to-day management operations of employees providing proactive coaching, consultation, and direction to management in areas of employee relations, performance management, training and development, compensation and overall organizational effectiveness.• Researched, directly recruited, staffed, on-boarded, and trained new company hires over 30 employees according to the needs of department managers and company budget.• Directed compliance of company directives, regulatory concerns, and health and safety protocols with a 0% injury rate for over one year.• Ensured complete 100% customer satisfaction while delivering the best output within the defined timelines, monitor the regular progress of the defined tasks.• Achieved 97% higher customer satisfaction rating to date, surpassing team goals.• Partnered with Manager to create initiatives designed to motivate staff, increasing overall productivity at least by 90% and consistently exceeding weekly sales goals.• Counseled weekly meetings to communicate issues and weekly goals, proposing and resolving employee questions or concerns Show less

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  C2S.lk

  Mar 2021 - Aug 2022

  Special Projects Manager & Assistant to the Director Marketing

  - Managing a global invention project – www.c2s.lk involving patent rights, NDA’s, communicating with international clients such as Unilever & Tata, overlooking all logistics from receiving the order to delivery.- Overlooking and managing a property development project with a passionate team 100km away from Colombo.- Providing a comprehensive secretarial and administration 2021 – 12 service, maintaining, reviewing, and creating (Online) administration systems to achieve maximum efficiency.- Manage relationships amongst stakeholders by building confidence and trust with clear professional communications at all levels.- Demonstrated agility in assisting with challenging multinational client requests and issue escalations, ensuring swift resolution, and maintaining client satisfaction- Proactively addressed safety concerns and ensured compliance with health and safety regulations within the workshops. Show less

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  Dulux Decorator Centre

  Feb 2023 - Jul 2024

  Assistant Store Manager

  - Awarded "2023 Regional Store of the Year Award" for unparalleled dedication to exceptional customer service.- Provide invaluable support to the Store Manager, ensuring seamless day-to-day operations and optimising efficiency within the store.- Committed to nurturing and developing our store team, fostering a growth and continuous improvement culture- Proficient in managing stock and customer accounts, ensuring accurate records and efficient inventory control.- Collaborate with colleagues to achieve sales targets, utilising effective strategies and teamwork to drive business growth.-Dedicated to inspiring first-class customer service, ensuring that each customer interaction exceeds their expectations and leaves a positive impression.- Prioritise building and maintaining strong relationships with valued customers, understanding their needs and providing tailored solutions.- Excel in handling recycling efforts within the store, promoting sustainability and contributing to a greener future. Show less

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  Transport for London

  Mar 2024 - now

  Customer Service

  As a Customer Service at Transport for London (TfL), I am dedicated to delivering world-class service by actively assisting customers, including those with special requirements, and providing knowledgeable support on service information and ticketing options. My role involves proactive engagement at ticket machines, ensuring efficient use and managing collected revenues. I am trained in cash handling procedures and contribute to maintaining station safety during incidents and emergencies, adhering to London Underground's protocols. I support the smooth operation of station environments by conducting checks, managing customer flow, and promptly reporting and resolving issues. Passionate about enhancing the passenger experience and ensuring operational excellence at TfL.- Deliver world-class customer service by actively assisting customers, including those with special requirements, and providing proactive support.- Maintain extensive knowledge of service information to effectively assist customers with ticketing and provide cost-effective advice.- Provide proactive support and advice at ticket machines, utilizing staff-enabled functionality and managing cash transactions.- Receive training in floating, servicing, and consolidating cash from ticket machines to ensure accuracy and security.- Assist in incidents and emergencies to ensure customer and staff safety, adhering to London Underground's rules and procedures.- Support the smooth operation of station environments by conducting checks, managing customer flow, and preventing overcrowding.- Take initiative to resolve local issues and report faults promptly to ensure station efficiency.- Stay vigilant and report incidents or issues promptly as they arise to maintain a safe and secure station environment. Show less