Jayamuni Sunith Lakshitha Soyza
Colombo
Summary
Accommodating Customer Service Agent with in-depth knowledge of flight management protocols and modern ticketing booking procedures. Diplomatic and calm professional with 14 years of experience in airline industry. Commended for diffusing complaints and handling customer inquiries well. Kind Passenger Service Agent with considerable experience in airline and hospitality, Food and Beverage customer service. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Assists passengers by interpreting flight schedules and reserve airport lounges. Adept at working in stressful situations with little to no supervision. An enthusiastic self-motivated individual with excellent inter personal skills, ability to take responsibility & work as a team. Quality & Customer focused with the drive to achieve results. Seeking a challenging & responsible assignment in a reputable organization, where I can apply my current skills & knowledge.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Operation & Hospitality Supervisor
First Class Travels (pvt)
01.2020 - Current
- Handling ticketing and reservation inquiries promptly and efficiently.
- Providing excellent customer service and support for online bookings.
- Ensuring accuracy in ticketing and reservation systems.
- Coordinating with airlines, hotels, and other service providers to ensure smooth travel experiences for our clients.
- Resolving customer complaints and issues effectively, ensuring a high level of customer satisfaction.
- Supervising and training team members to uphold service standards and deliver exceptional customer experiences
Customer Coordinator & Operation Manager
MR.FIX Automobiles
12.2020 - 05.2022
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Developed strong relationships with clients, resulting in increased repeat business and referrals.
- Exceeded performance targets consistently by maintaining a proactive approach to tasks.
- Mentored new hires in company policies and procedures, contributing to their successful integration into the team.
Customer Services Agent
Qatar Airways
03.2016 - 06.2020
- Providing exceptional customer services to our customer base and make sure my team follows company policies while delivering the service.
- Fulfilling the requirement of service in assisting Passenger queries and complaints.
- Appreciation received from management for matching the level of potential of 5-star services can produce the appreciation letter on demand.
- Assisting customers on checking-in to their flights by doing proper documentation checks, ensuring their belongings are handled carefully and attending the customer complaints while transforming them into satisfied services and compliments.
Ticketing & Reservations Officer
Saudi Arabian Airlines
05.2008 - 01.2016
- Employed as a Ticketing & Reservations Officer at Aeroworld (Pvt) Ltd – General Sales Agent for Saudi Arabian Airlines Colombo, since 2008.
- To assist all Saudi Arabian Airline passengers and travel agents with product information, assistance with flight reservations, fares and ticket related issues over the phone at the call center, and at the ticket office counter while ensuring a healthy service quality level is delivered at all times.
- Handling customer Check-in and Boarding activities at the airport and managing help desk for ACM’s and staff counters.
- Handling denied boarding guest and providing alternatives.
- Handling misconducted guests and transfer desk.
- Coordinating boarding gates effectively to render OTP’s, while also dealing with the NO SHOW guest.
- Additionally, responsible for Unaccompanied minors, VVIPs, special customers and handling Private Jets documentation.
- Added values in my work, shown passion in what I do with high excellence.
Education
Completed Talent Development / Training & Performance Manager Certificates -
Qatar Airways Training Centre
Doha, Qatar.International Airline Customer Service -
HRDC -Sri Lankan Airline Training
Colombo, Sri LankaAmadeus Basic Training Course -
Amadeus Training Centre
Airline Cabin Crew Training Course -
International Airline Ticketing Academy
Diploma in Airline Marketing, Fares/Ticketing, Reservations and GDS -
International Airline Ticketing Academy
General Certificate of Education (GCE) Ordinary Level & (GCE) Advanced Level -
De La Salle College
Skills
- Food safety knowledge
- Health and safety compliance
- Complaint Handling
- Task Delegation
Languages
sinhala
Native language
English
Proficient
C2
Sinhala
Proficient
C2
Tamil
Elementary
A2
Arabic
Beginner
A1
Certification
- Business Management Essentials 2023, Alison Online Learning-[CPD]Certified, Galway, Ireland
- Hospitality Management Studies- Hotel Operations 2023, Alison Online Learning-[CPD]Certified, Galway, Ireland
- Hospitality Management Studies- Food and Beverage Services 2023, Alison Online Learning-[CPD]Certified, Galway, Ireland
- Food Safety Training-Safe Practices and Procedures 2023, Alison Online Learning-[CPD]Certified, Galway, Ireland
- FSSC 22000-Fundamentals Of Food Safety System 2023, Alison Online Learning-[CPD]Certified, Galway, Ireland
Extracurricular Activities
- Presently playing rugby for 'Black Hawks Rugby Club, Colombo, Srilanka
- Participated in Mercantile Rugby events and sports activities, Colombo, Srilanka
- Participated in School Inter House Athletics Meet Captain in 2005, Colombo, Srilanka
- A Member of School Athletic Society 2003, Colombo, Srilanka
- A Member of School Foot Ball Team 1997, Colombo, Srilanka
Name
Jayamuni Sunith Lakshitha Soyza
Personal Information
- Date of Birth: 01/04/87
- Gender: Male
- Nationality: Srilankan
- Marital Status: Married
Phone
+94 77 94 49 830
Whats App Only+94 72 72 57 151
Skype
join.skype.com/invite/u54MGSq3xBPj
Timeline
Customer Coordinator & Operation Manager
MR.FIX Automobiles
12.2020 - 05.2022
Operation & Hospitality Supervisor
First Class Travels (pvt)
01.2020 - Current
Customer Services Agent
Qatar Airways
03.2016 - 06.2020
Ticketing & Reservations Officer
Saudi Arabian Airlines
05.2008 - 01.2016
Completed Talent Development / Training & Performance Manager Certificates -
Qatar Airways Training Centre
International Airline Customer Service -
HRDC -Sri Lankan Airline Training
Amadeus Basic Training Course -
Amadeus Training Centre
Airline Cabin Crew Training Course -
International Airline Ticketing Academy
Diploma in Airline Marketing, Fares/Ticketing, Reservations and GDS -
International Airline Ticketing Academy
General Certificate of Education (GCE) Ordinary Level & (GCE) Advanced Level -
De La Salle College
Similar Profiles
Shraddha ShreeShraddha Shree
Corporate Product Manager, Implementation manager and Trainer at Benzy Infotech Pvt Ltd. / Akbar Travels of India Pvt. Ltd.Corporate Product Manager, Implementation manager and Trainer at Benzy Infotech Pvt Ltd. / Akbar Travels of India Pvt. Ltd.
Ekta KaushalEkta Kaushal
HR Generalist at White Cup Travels Pvt Ltd.HR Generalist at White Cup Travels Pvt Ltd.
Mohd Younus UddinMohd Younus Uddin
Team Leader, Disability Client Services at GIRIRAJ TOURS & TRAVELS PVT LTDTeam Leader, Disability Client Services at GIRIRAJ TOURS & TRAVELS PVT LTD