Summary
Overview
Work History
Education
Skills
Training
Certification
Timeline
Generic

Dilhani Fernando

Mernda

Summary

Revenue Officer | Reservation Agent | Senior Travel Consultant | Ticketing & Reservations Executive A seasoned Senior Travel Consultant & a proactive Airline Reservation Agent professional offering15+ years of diverse experience into reservation, ticketing, operations, financial management, credit control and administration. An organized, technologically savvy, Customer Care Officer with hands on exposure into Galileo, Amadeus, Abacus, MYOB & Sabre platforms. Detailed oriented proactive contributor in delivering strong customer focused results autonomously in Group travel, Corporate and Mining sectors. Possesses first-rate communication skills which are used to forge productive relationships with both customers and colleagues at all levels. A change catalyst who can deliver results with a high level of attention to detail within a fast paced ever changing environment.

Professional caregiver with strong expertise in providing compassionate and efficient assistance to individuals. Skilled in personal hygiene care, meal preparation, and mobility support. Known for teamwork, reliability, and adaptability in dynamic environments. Adept at maintaining positive and supportive atmosphere, ensuring comfort and dignity for all.

Overview

20
20
years of professional experience
1
1
Certification

Work History

Personal Care Assistant

Embracia
12.2019 - Current
  • Assisted clients with daily living needs to maintain self-esteem and general wellness.
  • Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
  • Assisted with transferring and positioning clients, ensuring proper body mechanics to reduce the risk of injury for both parties.
  • Built strong relationships with clients to deliver emotional support and companionship.
  • Maintained detailed documentation of client progress, sharing updates with family members and healthcare providers as necessary.
  • Monitored vital signs regularly, promptly reporting any abnormal findings to medical professionals for further evaluation.
  • Monitored client vital signs, administered medications, and tracked behaviors to keep healthcare supervisor well-informed.

Ticketing & Reservations Executive

My flight zone
01.2015 - Current
  • Company Overview: my Flight Zone has become a specialist in the travel industry and a well-known name over the last few years
  • We offer high-end services, thousands of in and outbound flights, special hotel rates, exclusive destination activity packages, incredible daily travel packages and so much more
  • Our company is fast becoming a household name known for discount travel throughout Australia
  • Being constantly updated on the latest and greatest travel offers in and around the globe
  • Provide various planning and booking services, including answering customers' questions, making travel suggestions, providing customer care support related to scheduling, reserving & cancellation of flights
  • Managing Airline contracts and in charge of all advertising and promotions of special tours and fares to cooperate and retail clients

Revenue Officer | Reservation Agent

Air North Darwin
01.2013 - 01.2015
  • Company Overview: Capiteq Pty Limited, trading as Airnorth, is a regional airline based at Darwin International Airport in Darwin, Northern Territory, Australia
  • It operates scheduled and charter services in the Northern Territory, Queensland, Victoria, Western Australia, and East Timor for more than40 years
  • Providing customer care support related to scheduling, reserving & cancellation of flights
  • Monitor and collate revenue related data on ticketing, manifests, FILS, Plots & returns
  • Prepare data based on source documents, interpret data to be fed to multiple CRM platforms like Russell Adams & AVION and carry out audits and reconciliation against SARS (Sales Agency Returns)
  • Preparation of banking documents within Greentree platform as part of the daily cash receipts reconciliation
  • Managing of refunds for the agency & TL
  • Month end reconciliation & finalization of missing coupons, no-shows, write offs & daily action sheet

Travel Consultant

Go Travel Pty Ltd
01.2009 - 01.2013
  • Company Overview: Go Travel International is a leading travel agency based in Melbourne, Australia which provides travel solutions to multiple tourist destinations around the world
  • Providing customer care support related to scheduling, reserving & cancellation of flights
  • Managing Airline contracts and in charge of all advertising and promotions of special tours and fares to cooperate and retail clients
  • Successfully negotiating contracts with Airlines on short term and long-term basis and evaluating their performance
  • Meeting service providers on regular basis to ensure they are in line with company requirements and to work on continuous improvement & new product & service requirements
  • Implementing and selling all value-added goods and services to customers and promoting them via electronic and print media
  • Organize In bound & Out Bound tours
  • Ensuring all stocks is maintained and organize all purchasing

Ticketing & Reservation Executive

Jet Airways Colombo
01.2007 - 01.2009
  • Company Overview: Jet Airways Ltd is an Indian international airline currently based in Delhi NCR with a training and developmental centre in Mumbai
  • It was one of the largest airlines in India, with a21.2% passenger market share in February2016
  • Managing the counter staff on quoted fares, ticket issues, re-issues, rebates and group tickets
  • Steering weekly management meeting with the counter staff on sales against target achievement
  • Responsible for preparation of accounting sales reports and reconciliations for agents and Principals for each airline using IATA – BSP System
  • In charge of Gulf Air and GMG Airline reservations
  • Taking stock of automated tickets /stage II and IV / MCO’s

Ticketing & Reservation Officer

ABC Travels Colombo
01.2005 - 01.2007
  • Company Overview: ABC Travel is a leading travel agency based in Colombo, Sri Lanka which provides travel solutions to multiple tourist destinations around the world
  • Managing the counter staff on quoted fares, ticket issues, re-issues, rebates and group tickets
  • Organize In bound & Out Bound tours
  • Ensuring all stocks is maintained and organize all purchasing
  • Daily Sales Update & Banking

Education

Diploma of Management - Business Services

Australian Education Academic
Melbourne
01.2012

Diploma of Air Ticketing - Reservation and Marketing

Airline Ticketing Academy
Colombo
01.2004

Skills

  • Customer Service
  • Stakeholder Management
  • Change Management
  • Process improvement & simplification
  • Critical Thinking
  • Problem Solving skills
  • Organizational Skills
  • Team Management
  • MS Excel, Word & PowerPoint Skills
  • Project Management/Agile
  • Interpersonal Skills
  • CPR certified
  • Medication administration
  • Patient management

Training

  • Galileo core system, Galileo fares and Ticketing & Galileo view point conducted by the Emirates Aviation College – Colombo, Sri Lanka. (2005)
  • International Fares and Ticketing (including Sabre and e-ticketing) conducted by Jet Airways – Mumbai, India. (2006)

Certification

Certificate IV aging support

NDIS clearance

Timeline

Personal Care Assistant

Embracia
12.2019 - Current

Ticketing & Reservations Executive

My flight zone
01.2015 - Current

Revenue Officer | Reservation Agent

Air North Darwin
01.2013 - 01.2015

Travel Consultant

Go Travel Pty Ltd
01.2009 - 01.2013

Ticketing & Reservation Executive

Jet Airways Colombo
01.2007 - 01.2009

Ticketing & Reservation Officer

ABC Travels Colombo
01.2005 - 01.2007

Diploma of Management - Business Services

Australian Education Academic

Diploma of Air Ticketing - Reservation and Marketing

Airline Ticketing Academy

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Dilhani Fernando