Summary
Overview
Work history
Education
Skills
Languages
Timeline
Generic
Berney Nugera

Berney Nugera

SE 01 Khalifa City , Abu Dhabi,United Arab Emirates

Summary

I am a Customer Service Specialist with over 3 years of experience in the airline and travel industry, specializing in guest relations, conflict resolution, and complaint management. Skilled in turning negative customer experiences into positive outcomes while safeguarding brand reputation. Strong communicator with expertise in English and additional language skills, committed to delivering service excellence in line with airline policies and SLAs.

Overview

8
8
years of professional experience
20
20
years of post-secondary education

Work history

Customer support specialist

i4T Global
10.2023 - 06.2025
  • Delivered high-quality customer service by managing cash desk operations and resolving customer queries efficiently.
  • Ensured compliance with regulatory standards, data protection, and operational procedures.
  • Maintained accuracy and attention to detail in high-pressure environments.
  • Strengthened customer relationships through effective communication and professional service.
  • Mastered use of internal software tools, improving work speed considerably.

Junior Buyer / Procurement Assistant

Softlogic Holdings PLC
11.2019 - 10.2023
  • Handled import documentation and logistics arrangements for raw materials and finished goods.
  • Coordinated with suppliers, freight forwarders, and warehouse teams to ensure timely stock movements.

Deputy Analyst – Supply Chain & Procurement

Accenture
10.2022 - 09.2023
  • Coordinated logistics and vendor management for international clients, ensuring compliance with SLA commitments.
  • Tracked KPIs and prepared reports supporting efficient and effective service delivery.


Ground Handling Agent & Documentation Officer

Smooth Flight Support
01.2017 - 11.2019
  • Assisted passengers during check-in, boarding, arrivals, and disruptions, ensuring smooth travel experiences.
  • Managed guest expectations through clear, persuasive, and professional communication across multiple channels.
  • Handled documentation and ground handling operations in compliance with aviation regulations and company policies.
  • Coordinated with internal stakeholders to address service gaps and implement corrective measures.

Education

High School Qualification - Business Studies

St. Bridget's Convent
Colombo, Sri Lanka
04.2001 - 06.2015

Bachelor of Business Management Honours - Business Studies

The Open University Of Sri Lanka
Colombo, Sri Lanka
01.2017 - 06.2022

Skills

  • Guest Feedback Management & Resolution
  • Service Recovery & Compensation Handling
  • Complaint Investigation & Root Cause Analysis
  • SLA & Regulatory Compliance (Data Privacy, Data Protection)
  • GDS/Reservation Systems (Amadeus, Sabre)
  • Customer-Centric Communication (Oral & Written)
  • Airline Processes & Policy Knowledge
  • Relationship Management with Guests & Stakeholders
  • Budget-Conscious Decision Making
  • Multilingual Communication (English German)

Languages

English - Fluent
Arabic - Conversational

Timeline

Customer support specialist

i4T Global
10.2023 - 06.2025

Deputy Analyst – Supply Chain & Procurement

Accenture
10.2022 - 09.2023

Junior Buyer / Procurement Assistant

Softlogic Holdings PLC
11.2019 - 10.2023

Ground Handling Agent & Documentation Officer

Smooth Flight Support
01.2017 - 11.2019

Bachelor of Business Management Honours - Business Studies

The Open University Of Sri Lanka
01.2017 - 06.2022

High School Qualification - Business Studies

St. Bridget's Convent
04.2001 - 06.2015

Similar Profiles

Create profile
Berney Nugera