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
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
Available on request.