Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic
Rushanthika Fernando

Rushanthika Fernando

Staten Island

Summary

Customer Service Supervisor and Station Trainer with over 14 years of experience in aviation and guest services, known for exceptional leadership and customer relations skills. Expert in managing front-line teams, resolving complex passenger issues, and ensuring compliance with safety protocols. Committed to fostering a supportive environment that enhances service excellence and operational efficiency.

Overview

14
14
years of professional experience
1
1
Certification

Work History

Guest Service Supervisor/Trainer

GAT Airline Ground Support
04.2024 - 05.2025
  • Led strategic initiatives to implement customer service policies and continuously refine protocols based on feedback, enhancing service delivery and boosting customer loyalty.
  • Coordinated training sessions for new agents, fostering teamwork and driving marked improvements in service delivery and overall customer satisfaction.
  • Provided guidance and support to team members in a fast-paced environment, strengthening team morale and operational effectiveness while inspiring them to embody service excellence and maximize compliance with airline policies.
  • Supervised daily operations, ensuring compliance with safety protocols, which led to a noticeable reduction in incident reports.

Guest Service Agent

GAT Airline Ground Support
08.2023 - 04.2024
  • Delivered exceptional customer service by efficiently managing check-in, baggage compliance, and offboarding processes, earning a reputation for personalized service while streamlining operations to reduce wait times and boost satisfaction.
  • Recognized for delivering personable customer service while ensuring TSA compliance through close coordination with security teams to maintain a safe and seamless travel experience.
  • Earned Ground Security Coordinator Certification by successfully completing intensive training on the first attempt.

Project Management Support

Conference Compass
07.2021 - 07.2022
  • Managed virtual events while guiding clients on platform usage, resolving escalated issues, and analyzing feedback to implement proactive solutions that improved satisfaction and reduced recurring problems.
  • Spearheaded event planning initiatives, enhancing client satisfaction through streamlined communication and timely execution of virtual events.
  • Partnered with cross-functional teams to address client feedback and escalate app-related issues, promoting continuous improvement and a responsive support environment.

Senior Flight Attendant

Gulf Air
11.2011 - 11.2020
  • Delivered best-in-class customer service for an international airline in Bahrain, accumulating extensive service hours while building strong relationships with diverse clients and consistently meeting in-flight needs with professionalism and efficiency.
  • Entrusted with training junior crew members on service and safety standards, while consistently managing high-pressure situations with professionalism throughout a 9-year tenure.
  • Managed in-flight service operations, ensuring timely delivery and customer satisfaction, contributing to a higher rate of positive feedback.

Education

High School Diploma - Biology Major

Devi Balika Vidyalaya
01.2007

Skills

  • Customer Service

  • Training

  • Safety Compliance

  • Project Management

  • Office Administration

  • Computer Literacy

  • Adaptability

  • Performance Management

  • Multitasking proficiency

  • Team management

  • Exceptional communication

  • Guest relations

  • Customer service

  • Critical thinking

  • Time management

  • Problem-solving

  • Multitasking and organization

  • Team building and leadership

Certification

  • Ground Security Coordinator, TSA, Feb 2024
  • Talent Acquisition Certifications, HRCI

Languages

English
Sinhalese

Timeline

Guest Service Supervisor/Trainer

GAT Airline Ground Support
04.2024 - 05.2025

Guest Service Agent

GAT Airline Ground Support
08.2023 - 04.2024

Project Management Support

Conference Compass
07.2021 - 07.2022

Senior Flight Attendant

Gulf Air
11.2011 - 11.2020

High School Diploma - Biology Major

Devi Balika Vidyalaya

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