Shaween Mendis

• Ranked top in guest sales and satisfaction for two consecutive years by delivering personalized, high-touch dining experiences, and mastering customer rapport.
• Led training and mentorship of new staff to build a service culture focused on consistency, empathy, and guest loyalty.
• Entrusted with handling the restaurant’s most valued guests, I consistently provide an elevated dining experience to ensure their satisfaction.
• Partnered with management to identify journey pain points, and implement process adjustments that improved guest flow and satisfaction.

Key CX Impact:

• Improved customer satisfaction through enhanced interaction quality.
• Enabled operational cost savings through system optimization.
• Fostered internal alignment on CX-focused quality standards.

• Led cross-functional QA initiatives to improve voice-based customer interactions by designing high-impact test cases and mock scenarios, ensuring usability, and satisfaction.
• Served as the primary liaison for client accounts, translating feedback and business goals into experience-driven test strategies aligned with customer expectations.
• Improved speech recognition system performance, resulting in measurable increases in user success, and significant cost reductions for enterprise clients.
• Facilitated team training sessions to standardize quality assurance processes, focused on user empathy, and consistent customer experience.

Key CX Impact:

• Improved customer satisfaction through enhanced interaction quality.
• Enabled operational cost savings through system optimization.
• Fostered internal alignment on CX-focused quality standards

• Supported patient experience by ensuring timely, safe, and respectful movement to appointments and procedures, while maintaining strict HIPAA compliance.
• Communicated clearly and empathetically with patients, nurses, and medical teams to ensure service consistency across departments.
• Demonstrated operational accountability by streamlining logistics and supporting internal departments with needed resources and documentation.

Key CX Impact:

• Promoted trust and emotional reassurance in vulnerable moments.
• Reduced service delays through responsive, coordinated communication.
• Supported hospital-wide service quality through internal collaboration.