BIMBIKA WARUNI GUNARATNE
Santa Clarita,CA
Summary
Seasoned customer service expert with over 25 years in aviation and hospitality, including 17 years specializing in airline ticketing, reservations, and revenue management for a national carrier.
Overview
26
26
years of professional experience
1
1
Certification
Work History
Store Manager
GBJB Corporation
Santa Clarita, CA
08.2017 - Current
- Managed daily restaurant operations to uphold high customer service standards.
- Resolved customer complaints and queries, enhancing overall guest experiences.
- Supervised and trained new staff to cultivate a collaborative team environment.
- Oversaw inventory management, ordering processes, and financial controls for operational efficiency.
- Ensured adherence to local and national health and food safety regulations.
- Developed effective staffing schedules based on projected customer traffic and employee capabilities.
- Led a cohesive team for over seven years, fostering teamwork and communication.
- Maintained compliance with food safety and security policies at all times.
Senior Pricing Executive
Sri Lankan Airlines
Colombo, SRI LANKA
12.2011 - 12.2016
- Trained ticketing staff on Amadeus systems for reservation, ticketing, and fare calculations.
- Handled queries regarding Sabre reservation and ticketing systems.
- Contributed to Altea Migration as core team member, managing pricing during system cutover.
- Automated reissuance processes across all Global Distribution Systems (GDS).
- Implemented fare families on airline website using Amadeus E-Retail.
- Led automation projects for Service Fee (ASF) and auto ticket resistance (ATC).
- Managed automation initiatives for ancillary services like pre-paid baggage and extra leg room.
- Supported implementation of BSP, Electronic Miscellaneous Document (EMD), and Ancillary Services.
Sales and Marketing Executive
Sri Lankan Holidays
Colombo, SRI LANKA
12.2010 - 12.2011
- Coordinated with ground operators to promote holiday packages and negotiate group rates.
- Delivered competitive quotations to corporate agents and consumers, driving sales growth.
- Achieved total sales of 510 passengers within five months of joining department.
Pricing Distribution Executive
Sri Lankan Airlines
Colombo, SRI LANKA
05.2009 - 12.2010
- Resolved network and GDS inquiries regarding filed fares, taxes, and system fare quotes.
- Updated approved market and IATA fares through ATPCO for GDS and CRS display.
- Acquired expertise in ATPCO system fare filing during in-house training, managing independently.
Customer Service Agent/Officer/Supervisor
Sri Lankan Airlines
Colombo, SRI LANKA
10.1999 - 05.2009
- Calculated airfares applying IATA fare construction principles and interline agreements.
- Issued, reissued, and rerouted E-tickets and Electronic Miscellaneous Documents (EMDs).
- Managed customer queries to ensure prompt and professional resolutions.
- Audited tickets issued by subordinates to uphold compliance standards.
- Supervised ticket counters and reservations department to enhance operational efficiency.
- Prepared product information circulars for distribution among travel trade partners.
- Facilitated customized travel arrangements for special official delegates and VVIPs.
- Developed staff schedules to optimize resource allocation.
Education
High School Diploma -
St Pauls´ Girls School
Milagiriya, Sri LankaSkills
- Customer service expertise
- Organizational skills
- Problem-solving proficiency
- Attention to detail
- Ticketing and reservation systems (Amadeus, Sabre, MARS, Galileo, Worldspan)
- Quick learner
- Airport departure control knowledge
- Typing speed (25 wpm)
- Data entry and Microsoft Office proficiency
- Aviation industry experience
- Restaurant management skills
- Staff scheduling
- Team leadership
Languages
English
Professional
Certification
- Food Handler Certification
- Amadeus Reservation and Ticketing
- MARS Reservation and Ticketing
References
References available upon request.
Timeline
Store Manager
GBJB Corporation
08.2017 - Current
Senior Pricing Executive
Sri Lankan Airlines
12.2011 - 12.2016
Sales and Marketing Executive
Sri Lankan Holidays
12.2010 - 12.2011
Pricing Distribution Executive
Sri Lankan Airlines
05.2009 - 12.2010
Customer Service Agent/Officer/Supervisor
Sri Lankan Airlines
10.1999 - 05.2009
High School Diploma -
St Pauls´ Girls School
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