Darshana Ranathunga
Senior Cargo Handling Agent
Sharjah
Summary
Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.
Overview
17
17
years of professional experience
Work History
Senior Cargo Handling Agent
Emirates SkyCargo
12.2014 - Current
- Informed clients of policies and procedures.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
- Enhanced client satisfaction by promptly addressing inquiries and providing accurate information on products and services.
- Streamlined internal processes for improved efficiency and productivity within the agency.
- Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.
- Oversaw compliance with regulatory requirements, maintaining company's reputation.
Control Supervisor / Officer (Acting Position)
Emirates SkyCargo
01.2021 - 07.2022
- Developed quality control procedures to maintain high-quality output across all operations.
- Supervised installation projects, coordinating with vendors and contractors to ensure successful implementation of new systems or upgrades.
- Provided technical expertise in troubleshooting issues related to control systems and process automation equipment.
- Improved communication between departments by implementing standardized reporting methods and tools.
- Enhanced operational efficiency by implementing effective control systems and processes.
Cargo Sales, Reservations & Operations Supervisor
Kuwait Airways
10.2013 - 11.2014
- Managed daily operations for optimal performance, ensuring smooth workflows and timely completion of tasks.
- Maintained open lines of communication with upper management to provide regular updates on operational progress and challenges faced by the team.
- Developed strong relationships with key customers to better understand their requirements and tailor services accordingly.
- Enhanced team productivity by providing ongoing training, coaching, and mentoring to staff members.
- Implemented quality control systems to reduce errors, resulting in increased customer satisfaction rates.
Cargo Operations & Reservations Executive
Lufthansa Cargo
07.2007 - 10.2013
- Optimized inventory management by forecasting demand patterns and adjusting availability accordingly.
- Monitored reservation system regularly to identify overbooking situations and implemented effective solutions.
- Collaborated with sales team to optimize revenue from group bookings and special events.
- Trained new staff members on company-specific reservation software, policies, and procedures.
- Handled guest inquiries and complaints with professionalism, ensuring timely resolution and positive outcomes.
Education
G.C.E Advanced Level - Science
D.S.Senanayake College
Colombo Sri Lanka08-1997
Business English Diploma -
University of Colombo
Colombo Sri Lanka11-2000
Information technology diploma -
University of Colombo
Colombo Sri Lanka 09-2001
Skills
Problem-solving skills
Critical thinking
Decision-making
Team building
Analytical thinking
Processes and procedures
Documentation and reporting
Workflow management
Coaching and mentoring
Safety protocols
Training
- SRILANKAN AIRLINES, Air Cargo Skills, Procedures & on the job training, 08/01/06, Supply Chain Management, 08/01/06, Team Building Training, 08/01/06
- LUFTHANSA AIRLINE, ULD Building up and Applied Safety Standards for Type A Stations (All aircraft types including Freighters and RFS), 03/01/11, Sharjah-UAE, DG CAT 06, 07/01/11, Sharjah-UAE, ULD Management Ahead, 01/01/08, Through Units Ahead, 06/01/08, Anti-Trust, 01/01/09
- KUWAIT AIRWAYS, DG CAT 06, 05/01/11
Additional Information
Following MBA of Logistics and Supply Chain Management at University of Sunderland - UK
Timeline
Control Supervisor / Officer (Acting Position)
Emirates SkyCargo
01.2021 - 07.2022
Senior Cargo Handling Agent
Emirates SkyCargo
12.2014 - Current
Cargo Sales, Reservations & Operations Supervisor
Kuwait Airways
10.2013 - 11.2014
Cargo Operations & Reservations Executive
Lufthansa Cargo
07.2007 - 10.2013
G.C.E Advanced Level - Science
D.S.Senanayake College
Business English Diploma -
University of Colombo
Information technology diploma -
University of Colombo
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