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Customer Service Sales Executive

Dubai, Emirate of Dubai, United Arab Emirates
May 16, 2020

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A skilled and qualified Aviation Customer Service representative, I have a

Diploma in Airline Fares and Ticketing as well as 2 years of professional

experience in customer service and administrative roles.

In all my roles I have been explicitly in a customer facing environment,

delivering broader administration and customer-facing services at the

request of management. With my Airline Customer Service knowledge

and experience, I can be particularly valuable in supporting the requirements

and meet the expectations of customers and that of the Airline.

Applying a highly committed customer service approach, I aim to with to build

productive relationships resolve complex issues and win customer loyalty.


Case Management Customer Service Customer Experience Management Administration Duties

Active Listening Effective Communication Training and Mentoring

Attention to Detail Conflict Resolution Decision-Making


Airport Service Agent

Sri Lankan Airlines, Colombo, Sri Lanka

2018 - 2020


Issued upgrades and boarding passes and handled future reservations for Club members.

Provided high level of customer service, including serving beverages when requested.

Provided special assistance to customer with special needs.

Assisted with the Boarding Process according to IATA Standards.

Resolved customer complaints that escalated beyond original agent’s authority or required a calming third party.

Conducted ongoing security procedures reviews.

Committed to prompt service to customers for their outmost satisfaction.

Handled transactions in a timely manner over sales, delayed, cancelled flights, and any issue related to lost/ damaged luggage.

Passenger reservations, check-in, boarding and including security process.

Provided pricing and delivery information, process orders, and prepares cash reports.

Resolved customer requests, questions and complaints frequently requiring analysis of situations to determine best use of resources.

Ticketing and Sales Executive

North American Aviation Group, Colombo, Sri Lanka



Issued One World Member (loyalty program) tickets.

Took ticket payments over the phone.

Provided customers with relevant product details.

Exercised thorough understanding of airline ticketing and reservation procedures.

Assisted passengers when they required a re-booking of itineraries.

Provided special services such as courtesy chairs or bag carts as required.

Customer Service Officer

Sri Lankan Airlines, Global Contact Centre, Colombo, Sri Lanka

2016 -2018


Processed reservations coordinated stand-bys and monitored cabin availability.

Issued travel and hotel vouchers for passengers on overbooked and cancelled flights.

Explained airline policies regarding purchases cancellations and transfers.

Input accurate travel information for each ticket.

Made changes to itineraries and seat locations on request.

Corrected errors in ticket purchases and account information.

Resolved issues in a timely manner and escalated customers in need of further help.


Diploma in Airline Fares and Ticketing

International Airline Ticketing Academy, Sri Lanka


Airport Passenger Handling

Sri Lankan Aviation College, Sri Lanka



French Language Course

Alliance Françoise, Colombo, Sri Lanka


English (fluent)

Sinhalese (fluent)

French (intermediate)


Available on request.

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