S Antoinette Sanduni Fernando
Negombo
Summary
Gain a stable position in my carrier through hard working, while fulfilling the organizational goals by utilizing skills, knowledge and the experience gathered and serve my organization as much as I could.
Overview
18
18
years of professional experience
4
4
years of post-secondary education
Work history
Ticketing & Reservations Consultant
Air France KLM
Doha
10.2013 - 04.2025
- Handling passenger queries through phone & over the counter
- Dealing with all Co-operate clients (Eg: Qatar Petroleum / Qatar British Business Forum / Qatar Foundation / Cuban Hospital etc.….) in all their Travel related matters
- Responding to emails from both passengers & travel agents
- Handling queues / Issuing & Reissuing Tickets/EMD (Fresh ticket issuance / date changes / schedule changes / paid options (seat, bag etc.)
- Co-ordinating with Hotel in Amsterdam (Airport Transit) for Hotel stay for passengers
- Handling Blue Biz / Flying Blue Queries
- Handling incentive programs for agents & coordinating with respective departments
- Handling of IATA BSP for both AIRFRANCE/KLM (refunds, ADM, ACM etc..)
- Handle Refunds and liaising with head office in Dubai for official matters.
- Liaised with various departments to ensure seamless reservations experience.
- Improved customer satisfaction by addressing and resolving reservation issues promptly.
Travel Executive
A.Baur & Co. Travel Ltd.
08.2012 - 09.2013
- Handling passenger inquiries
- Preparation of all internal documents related to Travel
- Follow up debtors & update corporate passengers accordingly
- Process in Visa, Holiday Packages & Insurance
- Participating to handle cost accounting
- Assisted customers in obtaining necessary travel documents reducing their stress before travelling.
- Utilized GDS systems proficiently for efficient ticketing and reservations procedures.
- Enhanced client loyalty by providing exceptional customer service at all times.
Reservations Department & Call Centre Executive
Sri Lankan Airlines
12.2007 - 10.2010
- Handled passenger inquiries through phone & assisted with Travel needs
- Handled Flight delays & schedule changes for smooth travel of passengers
- Handled online payment Link for Ticket issuance
- Queue Handling
- · Handled both Colombo & Singapore Markets
- Assisted customers with queries to ensure satisfaction and loyalty.
- Collaborated effectively within a team setting to meet targets swiftly.
- Streamlined processes in the call center for improved productivity levels.
Ticketing Assistant
Jetwing Travels
12.2006 - 11.2007
- Plan and sell transportation, accommodations, insurance and other travel related services
- Work with clients to determine their needs and advise them on appropriate destinations, modes of transportation, travel dates, costs and accommodations
- Provide advice on visas and passports
- Handle any travel related issues including flight or hotel cancellations, delays, conflicts and refunds
- Connect with Tour Operators
- Collect payments and fees
- Maintain client information and financial records
- Attending Seminars and Workshops to keep self updated with the latest trends
Education
General Certificate in Education (Advance Level) - Arts Subjects
Ave Maria Convent
01.2004 - 08.2006
General Certificate Education (Ordinary Level) - English, Sinhala Language and Literature, Mathematics, Religious Knowledge, Social Studies & History, Western Music, Commerce
Ave Maria Convent
01.2003 - 12.2003
Certificate Course in Computer Science -
AG School of Business and Computer Studies
01.2004 - 05.2004
Diploma in English -
AG School of Business and Computer Studies
01.2004 - 06.2004
Travel and Tourism Consultant -
IATA Training & Development Institute
Managing the Travel Business -
IATA Training & Development Institute
Basic Fares and Ticketing -
Sri Lankan Aviation College
MARS Reservation and Ticketing -
Srilankan Aviation College
Customer Service Certification -
Sri Lankan Aviation College
Higher Diploma in Early Childhood and Primary Edu -
Chester College of Higher Education
Higher Diploma in Special Needs Education -
Chester College of Higher Education
Skills
- Product knowledge expertise
- Empathy and understanding
- Service-Oriented approach
Accomplishments
Won 2 silver Medals at the British Federation of Music for Piano Playing
Personal Information
- Age: 29
- NIC Number: 885210333 V
- Date of birth: 01/21/88
- Gender: Female
- Nationality: Sri Lankan
Affiliations
- • Pianist/Organist at the Parish Church
References
References available upon request.
Timeline
Ticketing & Reservations Consultant
Air France KLM
10.2013 - 04.2025
Travel Executive
A.Baur & Co. Travel Ltd.
08.2012 - 09.2013
Reservations Department & Call Centre Executive
Sri Lankan Airlines
12.2007 - 10.2010
Ticketing Assistant
Jetwing Travels
12.2006 - 11.2007
General Certificate in Education (Advance Level) - Arts Subjects
Ave Maria Convent
01.2004 - 08.2006
Certificate Course in Computer Science -
AG School of Business and Computer Studies
01.2004 - 05.2004
Diploma in English -
AG School of Business and Computer Studies
01.2004 - 06.2004
General Certificate Education (Ordinary Level) - English, Sinhala Language and Literature, Mathematics, Religious Knowledge, Social Studies & History, Western Music, Commerce
Ave Maria Convent
01.2003 - 12.2003
Travel and Tourism Consultant -
IATA Training & Development Institute
Managing the Travel Business -
IATA Training & Development Institute
Basic Fares and Ticketing -
Sri Lankan Aviation College
MARS Reservation and Ticketing -
Srilankan Aviation College
Customer Service Certification -
Sri Lankan Aviation College
Higher Diploma in Early Childhood and Primary Edu -
Chester College of Higher Education
Higher Diploma in Special Needs Education -
Chester College of Higher Education
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