Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Current Position Held
Referees
Timeline
Generic

Lilanthi Fernando

Bendigo,VIC

Summary

From humble beginnings and having an absolute passion for travel, I've spent 25 years understanding the wonders of this industry. Consider this a great opportunity and honour to share the knowledge to help build the community and the city.

Overview

28
28
years of professional experience
1
1
Certification

Work History

Senior Manager

Virgin Atlantic (GSA)
Colombo, Sri Lanka
01.2004 - 07.2012
  • Managed multiple projects and introduced new systems, tools, and processes to achieve challenging objectives.

Senior Sales Manager

Air France (GSA)
Colombo, Sri Lanka
01.2001 - 12.2004
  • Monitored customer buying trends, market conditions and competitor actions to adjust strategies and achieve sales goals.
  • Forecasted sales and set successful policies to achieve sales objectives and related metrics
  • Worked diligently to resolve unique and recurring complaints, promoting loyalty and enhancing operations

Manager

China Airlines (GSA)
Colombo, Sri Lanka
01.1997 - 12.2001
  • Accomplished multiple tasks within established timeframes
  • Applied customer feedback to develop process improvements and support long-term business needs

Customer Service Officer

KLM Royal Dutch Airlines (GSA)
Colombo, Sri Lanka
01.1995 - 12.1997
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
  • Assessed customer service trends and evaluated complaints to determine areas in need of enhancement and align teams to better meet customer demands
  • Described product and service details to customers to provide information on benefits and advantages

Ticketing & Reservations

Thai Airways International
Colombo, Sri Lanka
01.1992 - 12.1995
  • Processed order transactions and provided customers with detailed itineraries, tickets and receipts.
  • Input customer reservations, payment sources and contact details into Amadeus and other GDS system
  • Sold air tickets to customers and assisted with trip planning through scheduling, pricing and identifying best transportation routes
  • Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills

Ticketing & Reservations Agent

Kuwait Airways (GSA)
Colombo, Sri Lanka
01.1988 - 12.1989
  • Processed order transactions and provided customers with detailed itineraries, tickets and receipts.
  • Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services and facilities
  • Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations and leading conversations to bookings

Teacher of Swimming & Water Safety

YMCA Grampians
Ararat, VIC
11.2012 - 07.2014
  • Taught daily swim instruction to students varying in ages and skill levels.
  • Prepared equipment before each class class and stored items promptly after classes.
  • Planned classes covering different ages and skill levels to prepare students for basic and advanced swimming needs.
  • Completed paperwork, recognizing discrepancies and promptly addressing for resolution.

Education

High School Diploma -

St Martin's in The Pines
Ballarat, VIC
11.1987

High School Diploma -

Bishops College Colombo
Colombo
01.1986

Skills

  • Administration
  • Documentation and control
  • Policy and procedure modification
  • Travel coordination
  • Operations oversight
  • Office administration
  • Data Entry
  • Data Management
  • Report Generation
  • Data Compilation
  • Decision Making
  • Customer Service
  • Customer Retention Strategies
  • Issue and Complaint Resolution
  • Customer Relations
  • Relationship building
  • Management
  • Troubleshooting and problem resolution
  • Creative Problem Solving
  • Operational Records Review
  • Budget administration
  • General Management
  • Performance improvement
  • Deadline-oriented
  • Efficient multi-tasker
  • Exceptional interpersonal communication

Certification

  • Completed Training and workshops by each airline’s airline
  • Diploma in Human Resource Management – Open Colleges, Australia

Accomplishments

Sri Lanka Association for Airline representatives (SLAAR)

“Providing off-lines airlines with an opportunity to voice their difficulties and seek common solutions “

Held the position of Training coordinator (2001-2010)

Deputy Chairperson (2010 – 2011)

Chairperson (2011-2012)

Current Position Held

  • Teacher of Swimming & Water Safety, Teacher in Charge and Assessor of Swim Teacher, for Austswim, at Peter Krenz Leisure Centre employed under YMCA Victoria
  • Director Flora Hill Medical Centre working part time handling Human Resource Managements and Administration.

Referees

Associate Professor Janelle Brennan

Mob :0407315354

omEmail: janellebrennan@gmail.com

Casey Thornton – Aquatic Program Coordinator

Mob: 0407236573

Email: casey.thornton@ymca.org.au

Timeline

Teacher of Swimming & Water Safety

YMCA Grampians
11.2012 - 07.2014

Senior Manager

Virgin Atlantic (GSA)
01.2004 - 07.2012

Senior Sales Manager

Air France (GSA)
01.2001 - 12.2004

Manager

China Airlines (GSA)
01.1997 - 12.2001

Customer Service Officer

KLM Royal Dutch Airlines (GSA)
01.1995 - 12.1997

Ticketing & Reservations

Thai Airways International
01.1992 - 12.1995

Ticketing & Reservations Agent

Kuwait Airways (GSA)
01.1988 - 12.1989

High School Diploma -

St Martin's in The Pines

High School Diploma -

Bishops College Colombo

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Lilanthi Fernando