Mass Asfekhan Nalawansa
Doha
Summary
Senior customer service agent with over 3 years of experience in airport ground operations, passenger handling, and terminal coordination. Highly skilled in delivering exceptional customer service by managing high passenger volumes, resolving inquiries and issues promptly, and ensuring smooth travel experiences. Proficient in maintaining compliance with airport safety and security standards while fostering a customer-first approach. Currently pursuing ACCA to develop stronger analytical and operational skills, with a focus on improving service processes, enhancing team performance, and elevating overall customer satisfaction.
Overview
5
5
years of professional experience
Work History
Senior Customer Service Agent
Mekdam Technical Services
Doha, Qatar
08.2022 - Current
- Assisted passengers by providing accurate information about airport facilities, flight procedures, and terminal services to ensure a smooth travel experience.
- Guided passengers by providing accurate information about airport facilities, flight procedures, and terminal services to ensure a smooth travel experience.
- Coordinated with ground handling, security, and airline teams to maintain seamless airside and airport operations.
- Supervised check-in procedures, queue management, and passenger flow across departures, arrivals, and transfer areas, ensuring efficient processing.
- Conducted customer satisfaction surveys in various locations in the terminal in order to improve customer satisfaction.
- Managed lost and found operations, including classification, documentation, and secure storage of items, adhering to airport safety and compliance standards.
- Monitored airport resources and equipment availability, maintaining safety, service quality, and operational efficiency while promoting high customer satisfaction.
Financial Analyst
Al - Asbg Consulting
Doha, Qatar
01.2022 - 07.2022
- Compiled and analyzed financial data to prepare comprehensive statements, supporting senior management's strategic decision-making on operational investments and service delivery.
- Provided detailed financial reports that supported senior management in strategic decision-making regarding operational investments and client service expansion.
- Executed essential accounting functions, including billing, account and bank reconciliation, and financial data monitoring, ensuring accuracy and regulatory compliance.
Finance & Accounting Intern
Colombo Tech Services
Qatar
10.2021 - 12.2021
- Monitored and recorded daily expenditures through a petty cash book, maintained data accuracy in financial records, and tracked overdue payments to support timely collections and client relations.
- Issued precise invoices and receipts to clients promptly, minimizing disputes and facilitating a clear, efficient payment experience for customers.
Customer Data Integrity Intern
Embassy of Sri Lanka
Doha, Qatar
11.2020 - 01.2021
- Maintained a high level of service whilst dealing with client queries and complaints, providing direct client support and resolution.
- Conducted research and communicated with clients to obtain missing information, ensuring data integrity for accurate customer records.
- Gathered and entered data into embassy systems, maintaining accurate client records. Identified and tracked errors or inconsistencies to ensure data integrity.
Education
BSc (Hons) - Applied Accounting
Oxford Brookes University
Oxford, EnglandEdexcel International Advance level & Advance Subsidiary Level - Subjects - Accounting, Business Studies, Economics
Stafford International School
Doha, Qatar06.2021
Edexcel International IGCSE Level - undefined
Stafford International School
Doha, Qatar06.2018
Skills
- Customer Service
- Airport & Terminal Operations
- Incident Reporting
- Data Analysis & Business Analytics
- Problem-Solving and Analytical Thinking
- Team Collaboration and Adaptability
- Passenger Handling & Complaint Resolution
- Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
LANGUAGES
Tamil - (Native)
Malayalam - (Intermediate)
English - (Fluent)
Hindi - (Proficient)
Sinhalese - (Fluent)
Arabic - (Basic)
ACHIEVEMENTS & AWARDS
Edexcel Top Achiever AS & A2 Level (2020 -2021), Most Valuable Prefect of the Year (2018 - 2019), Top Achiever for Economics IGCSE (2018 - 2019), Head Prefect - Stafford International School, Qatar (2020 – 2021), Delegate - Modern United Nations, Qatar (2019 – 2020), House Captain - Stafford International School, Qatar (2019 – 2020), Vice President - Commerce Association, Qatar (2019 – 2020), Treasurer - Commerce Association, Qatar (2018 – 2019), Silver & Bronze Award - Duke of Edinburgh, UK (2018 - 2019)
Timeline
Senior Customer Service Agent
Mekdam Technical Services
08.2022 - Current
Financial Analyst
Al - Asbg Consulting
01.2022 - 07.2022
Finance & Accounting Intern
Colombo Tech Services
10.2021 - 12.2021
Customer Data Integrity Intern
Embassy of Sri Lanka
11.2020 - 01.2021
Edexcel International IGCSE Level - undefined
Stafford International School
BSc (Hons) - Applied Accounting
Oxford Brookes University
Edexcel International Advance level & Advance Subsidiary Level - Subjects - Accounting, Business Studies, Economics
Stafford International School