Ushani Hansika

I’m a Reliable and detail-oriented Customer Support Specialist with 8+ years of experience delivering high-quality, efficient support across multi-channel environments including phone, email, and online platforms. I respond to high-volume inbound inquiries promptly and professionally, troubleshooting product and configuration issues using critical thinking while maintaining accurate documentation in line with defined support procedures.

In my current role at Hilton Dubai Al Habtoor City, I respond to 50+ inbound customer inquiries daily across phone, email, and online booking platforms. I troubleshoot booking discrepancies, configuration queries, and data accuracy concerns, working simultaneously across OTA extranets (Booking.com, Expedia, Agoda) and OPERA PMS to retrieve customer information, update records, and communicate resolutions efficiently.

Previously at Al Habtoor Palace, I served as the primary point of contact for inbound customer support requests, managing multi-channel inquiries with patience and consistent professionalism. I resolved 50+ daily inquiries by prioritising by urgency and complexity, maintained up-to-date support documentation for data integrity and audit-readiness, and escalated unresolved or complex issues with full contextual documentation.

I also bring a foundation from hospitality and operations support roles, including Guest Service Agent work in Sri Lanka and part-time Operations Intern experience at Gastrolabs (Pvt) Ltd. I utilise AI-assisted tools including ChatGPT and Claude AI for response drafting and workflow optimisation, and I’m actively expanding expertise in SaaS ticketing platforms and knowledge base management to improve team-wide support efficiency.