Warnakulasooriya Dehiwala Arachchige Chinthika Sandali Costa
17 Kilbort Ct Mill Park,VIC
Summary
A focused person with strong experience in customer services and proven ability to assist customers. Communication and relationship building skills and team collaboration in order to achieve excellent customer satisfaction. Dedicated to identifying customer needs and delivering effective solutions to all problems. Strong interpersonal, communication skills and able to explain complicated material patiently and clearly to customers. Excellent time management skills combined with knowledge of customer service industry.
Overview
7
7
years of professional experience
Work History
Junior Executive - Overseas Holidays
NKAR Travel & Tours (PVT)Ltd
01.2024 - 02.2025
- Assist clients in selecting international travel packages.
Provide detailed information on destinations, visa requirements and travel insurance.
Handle requests by phone, email and in person.
Process reservations, payments and issuance of travel documents. - Handle walk in clients and identify their travel packages on their suggest and requirements
- Provide end to end service while organizing trip from booking the tickets
- Reserving the hotels and creating the itinerary
- Reach the sales and revenue targets
- Stay up to date on domestic and international travel trends
- Coordinate with airlines, hotels and travel agencies for smooth travel.
- Ensure timely delivery of air tickets, visas and other travel documents.
- Provides assistance in case of travel disruptions such as flight delays or lost luggage.
- Coordinate with international partners to resolve issues.
- 24/7 support for urgent travel-related issues.
- Create reports on travel trends, sales, and customer feedback.
- Make suggestions for enhancements to customer service and travel packages.
Customer Service Agent
Qatar Airways
09.2021 - 11.2023
- Extensive background monitoring and implementing airport practices and procedures with thorough knowledge of ticketing & reservation protocols
- Providing accurate information to passengers, processing boarding passes, checking identification documents, and directing passengers to security checkpoints
- Handling customer complaints, helping resolve disputes, and referring problem cases to higher authorities
- Provided all kinds of departure services as per the departure staff job description
- Provides information about flight schedules, rules and services. They address any questions or concerns regarding airport or airline products.
- Provide boarding, seating and other services for passengers with reduced mobility or other special needs.
- Assist with airport and airline security protocols, ensuring all passengers comply with the rules.
- Inform passengers about additional services or products, such as upgrades, extra baggage or premium services.
Airport Service Agent
Srilankan Airlines
10.2017 - 08.2021
- Greeting passengers at airport and providing information about flight schedules, delays, or cancellations
- Assisting special passengers and fulfilling their needs
- Served all airlines that visit the airport with experience in different airline operating systems and different departure procedures
- Connect with passengers who have questions or concerns and provide solutions to any issues that arise.
- Ensures passengers comply with safety regulations and security protocols and resolves any passenger complaints or concerns efficiently and courteously.
- Report any security risks or questionable activity.
- For smooth flight operations, coordinate with the pilots, ground crew, and cabin crew.
- Provide premium services to business-class and VIP travellers.
- Assure a seamless transition for connecting flights.
- Time Management according to the Ground Operations Manual (GOM)
Education
Pearson BTEC Level 7 Postgraduate Diploma in Strategic Management & Leadership -
ESOFT Metro Campus
Sri Lanka 01-2023
G.C.E Advance Level -
01.2016
Young Learner Language Course and Pre-Intermediate 02 -
British Council
01.2014
G.C.E Ordinary level -
01.2013
Skills
- Leadership
- Self - Learner
- Time Management
- Flexible
- People Skills
- Multi-Tasking
- Communication
- Adaptability
Industry Skills
- MS Office
- Altea Amadeus System
- Sabre System
- Navitaire System
Timeline
Junior Executive - Overseas Holidays
NKAR Travel & Tours (PVT)Ltd
01.2024 - 02.2025
Customer Service Agent
Qatar Airways
09.2021 - 11.2023
Airport Service Agent
Srilankan Airlines
10.2017 - 08.2021
Young Learner Language Course and Pre-Intermediate 02 -
British Council
G.C.E Ordinary level -
Pearson BTEC Level 7 Postgraduate Diploma in Strategic Management & Leadership -
ESOFT Metro Campus
G.C.E Advance Level -
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