Summary
Overview
Work History
Education
Skills
Non Related Referees
Timeline

NUWAN DESILVA

CUSTOMER CARE MANAGER
Doha,Qatar

Summary

Customer Manager offering 11-year track record of cultivating customer loyalty and retention. Accustomed to working in fast-paced environments with decisive problem-solving skills and competency in defusing high-pressure situations. Superb analytical skills leveraged to proactively improve customer service processes and garner stellar customer feedback.

Overview

12
12
years of professional experience
3
3
years of post-secondary education
3
3
Languages

Work History

General Manager

Maya Tangalle
Tangalle, Sri Lanka
10.2016 - 01.2021
  • Staff Supervision.
  • Event Planning and Coordinating.
  • Administrative Tasks.
  • Arranging for Maintenance and Repairs. Responsible for the overall operation and guest experience.
  • Overseeing all the staff.
  • Development of appropriate &cost effective F&B strategies.

COUNTER SUPERVISOR

Rotana Jet Airline
Abu Dhabi, UAE
01.2014 - 09.2016
  • Supervise day-to-day operations.
  • Respond to customer service issues on time. Create effective customer service procedures, policies, and standards.
  • Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis.
  • Hire and train new customer service agents.
  • Reservations & Ticketing.
  • Briefings.

RESERVATION & TICKETING

Sri Lankan Airline /Atlas Travel (G.S.A office)
Abu Dhabi, UAE
01.2012 - 10.2014
  • Solid understanding of International Air Transport Association regulations.
  • Good communications and problem solving skills.
  • Consistently offered a high level of customer service.
  • Worked to resolved passenger booking issues. Provided travel information over the telephone to customers of the airline.
  • Handling email from out station.
  • Fly smiles members booking.

GLOBAL CALL CENTER AGENT

Sri Lankan Airline /Global Contact Center.
Dematagoda, Sri Lanka
10.2010 - 10.2011
  • Helps customers with flight reservations & itinerary changes.
  • Baggage concerns and questions about customer loyalty programs.
  • Provides flight information.
  • Handling flight schedule & cancellation.
  • IBE bookings & related issued.

FRONT OFFICE EXECUTIVE

Full Moon Garden Hotel
Negombo, Sri Lanka
09.2009 - 09.2010
  • Check-in and check-out.
  • Answering of telephone calls.
  • Assist in all tasks of the Front Desk & Executive Floor Desk.
  • Day-today operations.
  • General Administration tasks.
  • Guest relations service.

Education

No Degree - Applied Mathematics

Marist Stella Collage,, Sri Lanka
01.2007 - 08.2009

1. Physics S

2. Chemistry S

3. General English S

Skills

    Policy and procedure adherence

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Non Related Referees

Mrs. Athreya Tarapore

Pricing Manager,

Rotana Jet Airline ,

Abu Dhabi ,UAE.

+971501808747

athreya.nambiar@gmail.com


Mr. Pradeep Amarasekara .

Ass. Manager Reservation,

Sri Lankan Airline , Doha.

+97433374685

pradeep323167@gmail.com



Timeline

General Manager - Maya Tangalle
10.2016 - 01.2021
COUNTER SUPERVISOR - Rotana Jet Airline
01.2014 - 09.2016
RESERVATION & TICKETING - Sri Lankan Airline /Atlas Travel (G.S.A office)
01.2012 - 10.2014
GLOBAL CALL CENTER AGENT - Sri Lankan Airline /Global Contact Center.
10.2010 - 10.2011
FRONT OFFICE EXECUTIVE - Full Moon Garden Hotel
09.2009 - 09.2010
Marist Stella Collage, - No Degree, Applied Mathematics
01.2007 - 08.2009

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NUWAN DESILVACUSTOMER CARE MANAGER