Danushka Fernando
Jönköping,F
Summary
Motivated and adaptable professional with over a decade of international experience across customer service, tourism, hospitality, and transportation operations. Skilled in communication, leadership, and multicultural teamwork. Seeking opportunities where I can apply my service mindset, operational expertise, and problem-solving skills while continuing professional development in Sweden.
Overview
17
17
years of professional experience
Work History
Senior Station Master
RKH Qitarat
10.2019 - 07.2025
- Managed day-to-day metro station operations, leading a team of station agents, security, housekeeping and Maintenance team.
- Ensured compliance with safety and operational standards across all customer service touchpoints.
- Acted as incident commander during emergencies, overseeing evacuation procedures and fault coordination.
- Led staff scheduling, performance assessments, and readiness checks across shifts.
- Promoted safety and health culture through QHSE audits and team briefings.
- Reported equipment and facility faults, issues ensuring prompt resolution to maintain service continuity.
- Closely monitored the station cleanliness audit operation week reports.
Tour Executive
Jetwing Travels
06.2017 - 03.2019
- Coordinated with European travel agents to design and manage tailored tour packages.
- Managed hotel reservations, transport logistics, and VIP guest relations.
- Negotiated supplier rates, achieving cost savings while maintaining service quality.
Customer Service Agent II
Qatar Aviation Services
09.2014 - 04.2017
- Delivered specialized services for passengers with reduced mobility (PRM) at Hamad International Airport.
- Served as shift supervisor for USA-bound flights, coordinating ground handling teams.
- Managed passenger disruptions with tact and ensured service consistency under tight time constraints.
- Fostered cooperation between airport departments to maintain seamless flow and client satisfaction.
Customer Service & Tour Executive
Tourism Ceylon, Diethelm Travel, Dialog Axiata, Sri Lanka
11.2008 - 03.2014
- Handled inbound customers calls within set time frames using Call strategy process of the unit.
- Updated the team members on customer issues and policy changes.
- Handled the documentation process on customer complaints and provided solutions.
- Update customer information to the data bases.
- Participate in individual and team training sessions and meetings conducted by the division.
Travel Center Assistant & Customer Service Officer
Diethelm Travel Sri Lanka
- Price negotiation and dealing with hotel clients and local customers to get more business.
- Checking up on the standard of the vehicles and the chauffeurs.
- Make a good relationship with Hoteliers and Customers.
- Coordinate with other department staff – Transportation / Hotel Reservations & Finance.
- Payment collection and zero debtors.
- Through cost savings contributing to profits in handling bookings.
- Keep records of bookings (interactions and transactions) of each customer and Managing customer accounts and agents.
- Coordinates with chauffeurs, Guides, and hotels on tour plans of FIT.
- Obtain and evaluate all relevant information to handle inquiries and complaints.
Customer services Executive
Tourism Ceylon DMC (Pvt) Ltd Sri Lanka
- Handle tasks like Planning, arranging, describing, and selling promotional travel incentives and itinerary tour packages by various travel carriers.
- Responsible for collecting payment for accommodations and transportation from customers.
- Maintaining good relationship with main stake holders – Hoteliers, Tour Guides, Vehicle providers.
- Arranging and participating in the foreign Agent's familiarization tours.
Education
License - Basic Firefighting & First Aid with CPR and Safe use of AED
Doha Industrial Safety Services
Doha, Qatar01.2027
Certificate - Management program of Developing yourself as a manager, setting team directive in the workplace, Workplace communication
REDROCK International
Doha, Qatar05.2024
Diploma - Airline Fares, Reservations, Marketing & Cargo
International Airline Ticketing Academy
10.2019
Certificate - Certificate in Tourism & Hotel Operation
Open University of Nawala
Sri Lanka08.2011
High School Diploma - General Certificate of Education Sri Lanka Ordinary Level Year 2000
St. Sebastian’s College
Sri Lanka08.2004
General Certificate of Education Sri Lanka Advance Level Year 2004 - undefined
St. Sebastian’s College
Sri Lanka01.2004
Skills
- Customer Service & Client Relations
- Communication & Interpersonal Skills
- Team Leadership & Staff Supervision
- Problem Solving & Conflict Resolution
- Hospitality service coordination
- Risk management awareness
- Administrative and operational coordination
- Microsoft Office & IT Skills
- English
- Swedish
- Station operations management
- Performance assessment
- Customer relationship management
- Payment processing
- Incident reporting
- Team leadership
- Administrative skills
- Staff training
- Facility management
- Risk management
- Performance evaluations
Timeline
Senior Station Master
RKH Qitarat
10.2019 - 07.2025
Tour Executive
Jetwing Travels
06.2017 - 03.2019
Customer Service Agent II
Qatar Aviation Services
09.2014 - 04.2017
Customer Service & Tour Executive
Tourism Ceylon, Diethelm Travel, Dialog Axiata, Sri Lanka
11.2008 - 03.2014
Travel Center Assistant & Customer Service Officer
Diethelm Travel Sri Lanka
Customer services Executive
Tourism Ceylon DMC (Pvt) Ltd Sri Lanka
Certificate - Management program of Developing yourself as a manager, setting team directive in the workplace, Workplace communication
REDROCK International
Diploma - Airline Fares, Reservations, Marketing & Cargo
International Airline Ticketing Academy
Certificate - Certificate in Tourism & Hotel Operation
Open University of Nawala
High School Diploma - General Certificate of Education Sri Lanka Ordinary Level Year 2000
St. Sebastian’s College
General Certificate of Education Sri Lanka Advance Level Year 2004 - undefined
St. Sebastian’s College
License - Basic Firefighting & First Aid with CPR and Safe use of AED
Doha Industrial Safety Services
DISCLAIMER
I confirm that the information provided in this CV is accurate and complete to the best of my knowledge Danushka Fernando