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
01.2007 - 08.2009
1. Physics S
2. Chemistry S
3. General English S
Skills
Policy and procedure adherence
Guest accommodations
Strategic planning and analysis
Vendor interaction
Office and staff streamlining
Marketing
Guest experiences
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