Customer Service Sales

Resume of Nadeera De Silva

• Contact details ****, Windy Plain Court Spring TX: 77388 Houston

• Telephone: 281-***-**** (Home)/469-***-**** (Cell)

Carrier History

Emirates Air Lines Houston (IAH )

Sr. Airport Services Agent - 10.15.2010 – till 31.01.2012

Job Responsibilities:

• Provide a superior customer service to all Emirates passengers in an efficiently manner, maintained &

enhanced in the highest standards.-(handling all incoming & outgoing calls, queries).

• Handling of arrival departure duties, supervising the GHA & other services providers for Emirates

and helping them in their daily actives, providing, to ensure a smooth & a safe operation, at checking

counters, departure gates, arrival belts, mishandle baggage counters & the in the first & business class

lounge, Ticket payments & all administrative duties.

• Good organizational & planning skills, aware all Emirates Rules & regulations, safety emergency

procedures & updates, to assist the airport operations team & Emirates management to ensure safe &

smooth handling.

World Flight Service at Bush Intercontinental air port Houston, Ground handling for

(Qatar Air ways)

Air port Services Agent: 03.31.2009 – 10.14.2010

Job Responsibilities:

• Checking Passengers as per company policies and requirements

• Identify Passenger needs & Provide excellent customer service

• Assisting Customers for payments such as tickets and for excess baggage

• Assisting and providing of all the requirements needed for First & Business class Passengers in the

Executive club lounge, in Houston -IAH Airport

• All other jobs requirements as per departure control and checking procedures, requested the by the air line.

Capital One Bank – Humble Br- in Houston USA

Part Time Teller 09.21.2009 - 09.30.2010

Job Responsibilities:

• Greet customers/prospects in the lobby and on the phone.

• Process transactions within established policies,

• Compliance with all banking regulations.

• Maintain supply and sale of consignment items.

• Provide excellent customer service.

• Identify and refer sales opportunities to platform staff.

• All other job duties as assigned & responsibilities

Dillard’s Willow brook Mall – Houston USA

Sales & Customer services associate: January – June 2008

Job Responsibilities:

• Daily customer Sales and targets, handling all cashiering functions.

• Maintaining the opening and closing accounts, preparing all transaction documents and reports for credit

cards, debit cards and checks, Balancing all the daily transaction & cash registers.

• Handling of client relationships needs such as disputes, compliance & compliments.

Commercial Bank of Doha State of Qatar 2000-2007

Consumer & Retail banking

Senior Administrative/ Customer services assistant 2005 – 2007

Job Responsibilities:

Provide secretarial and administrative support in the EGM’s office Consumer banking and cards group. This includes

correspondence/screening/payment of invoices/processing of EGM’s expenses/arrangement of EGM travel/scheduling

appointments/conference calls/preparation of presentation material and management of workload.

Maintaining the office budget/manage EGM’s diary/follow up with the cards group team to ensure deadlines for

reporting and other deliverables are met File management to ensure confidential information is treated with

sensitivity. Assist managers and other team members and perform additional duties that are assigned and requested.

Merchant Acquiring & Credit Cards customer service support administrator 2000 – 2005

Merchant Services Department

• Handling of all merchant queries, disputes, claims and payments & reconciliation issues.

• Merchant commission reports & account summary reports

• Preparing of all new Merchant contact documents, amendments.

Cr. Cards Department:

• Customer payments of all debit and credit cards, and cash payments

• Internet banking account set ups for retail and corporate clients and maintaining data base and passwords of

customers.

• Checking of credit card activity reports & risk management reports for fraudulent activates.

• Handling of return check payments of credit cards for cooperates and retail customers

• New account set up & verifications

• MIS Reports, Chargeback payments, air line transactions, all type of amendments of card holders and

Merchant accounts and on point of sale accounts.

Qatar Petroleum Corporation - Doha State of Qatar

Engineering Administration

Senior Administrative/HR clerk 1997 – 1998

• Handling of Personal and administrative related work of the department.

• Preparation of all memorandums, presentations, Flowcharts & correspondents of the dept.

• E-mails, faxes, confidential documents & correspondence of the manager, scheduling of the appointments,

arranging travel documents.

• Maintaining of personal files and documents of the dept: employees.

• Coordinating with other departments for smooth business operations.

Off shore Engineering Cost Estimating contract dept:

On shore Information systems -Cost budget dept:

Senior Administrative clerk 1998 – 1999

Job Responsibilities:

• Handling & Preparing of all cost estimate accounts documents also contact files, tender documents, assisting

the cost estimated Engineering contacts dept.

• Processing the data and entering the budget proposals and working on a data base made for Qatar Petroleum

on cost estimates.

Ramada Hotel Doha State of Qatar

Guest Relations Officer/ Reservations 1995 - 1996

• Hotel reservations & Telephone sales (rooms division).

• Group reservations, airport transfers, airline crew bookings and their allowances settlements

• Tour bookings for guest & check-out settlements

• Banquet bookings and handling all the guest related work in front office

• All front office administrative duties in the reservations dept.

Air Lanka Ltd Colombo, Sri Lanka

In-flight services Dept: 1988- 1993

Leading Stewardess / Cabin Services Supervisor, (1991-1993)

Handling the welfare of the Passengers– food and beverages, safety, comfort

Crew administration & supervision on board.

In-flight duty free sales on board.

Ground Handling Dept. (Air Port) 1983 – 1987

Airport Service Officer/ 1983 -1988

Working knowledge in Departure control system & checking procedure duties, for Air Lanka, Emirates and all other

international carries.

First class & Business class lounges.

Checking in counters,/Transfer desk

Stopover holidays, Ticketing & Baggage tracing counters

Carrier Achievements with Air Lanka - Colombo

• Was adjudged the “BEST EMPLOYEE” of the Month of July 1988 and for the Year 1988 by

Ground Handling dept: of Air Lanka Ltd – Sri Lanka. (Voted by all Operating International Carries to

Colombo.)

• Represented Air Lanka in 1992 in London at the “WORLD TRAVEL MART” (W.T.M. UK)

Promotional Tour.

• Represented Air Lanka in 1992 in Brussels & Amsterdam on a promotional tour for promoting

Sri Lanka.

• Selected to operate Air Lanka’s Inaugural flights to Sydney and Melbourne in Australia, & in

Brussels in Belgium in 1992.

• Selected to operate Presidential & Prime Ministerial VIP flights during my carrier at Air Lanka

ACADEMIC QUALIFICATIONS & TRAINING

Qualifications Academic / Professional Year

Institutions

Passed in GCE Advanced Level in Methodist College Colombo 3 Sri Lanka 1982

Bio Science.(Diploma)

(Graduated High School).

Finance Accounting Diploma Qatar Banking Training Institute – Doha-Qatar 2004

Ms Office

Ms Project Qatar Banking Training Institute – Doha-Qatar 2003

Ms Out Look

Internet Essentials

Intermediate Ms Excel New Horizon Computer Learning Centre Qatar 2004

Ms Office Diploma Course

Family Computers Institute – Doha Qatar 1996

• Ms Word

• Ms Excel

• Ms Power Point

• Ms Access

English Business writing & typing

Fares & Ticketing Air Lanka Training Centre Sri Lanka 1983 -1993

Baggage Tracing IATA & SITA air lines worldwide information During the 10

training centre based in Colombo years service with

Customer Services

Air Lanka.

Food & Beverage course/in-flight

Administrative & Supervisory skills

Basic Compute studies, & Confidential The Polytechnic Ltd. – Institute of Business 1993

Secretarial & Business studies course - College of Sri Lanka

Diploma

BANKING & AIR LINE TRAINING IN USA

In house Banking training Capital one Bank - Houston Texas -USA 2009 -2010

Cash Handling & Customer services skills,

Anti money laundry, Sales & Marketing

skills, Branch Banking procedures

Amadeus DCS Checking Qatar air ways Houston TX - USA 2009 -2010

Five Star On Ground Customer Service

Handling

Get Started with Qatar air ways

High level Customer service skills Emirates Houston TX – USA & Dubai UAE 2010-2012

Reservations, Ramp safety, (online)

Protecting Payment Card Information

All carriers Access Act ( US Regulations)

Aviation Security

Dangerous good s for Passenger & Cargo

Handling

Information systems Protection -Information

Security

Live Animals Cargo Regulations

Accepting Passengers Interline Electronic

Tickets

Performance Matters for service Industry

DCS Checking System

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