Dulshi Abayagunawardena
Dubai,UAE
Summary
An organized and creative individual with experience working within a dynamic and fast paced work environment. Excellent team worker and problem solver with a resourceful and flexible approach. Highly adaptive individual capable of working efficiently under pressure. Dedicated to boost profitability and company growth through outstanding service and smooth operational management. Comprises core values of integrity and commitment. Friendly personality and highly enthusiastic person to work in a challenging environment.
Overview
2
2
Languages
1
1
Certification
12
12
years of professional experience
Work history
Senior Trade Executive – Middle East / Red Sea & East Africa
Regional Container Lines (RCL)
, UAE
2025.04 - 2026.07
- Manage daily customer requirements across multiple locations, ensuring timely support and smooth service delivery.
- Handle customer issues and provide effective solutions promptly to achieve customer satisfaction.
- Coordinate with agents, customers, and internal teams to resolve operational challenges efficiently.
- Act as the location focal point, ensuring continuous service support and smooth operations.
- Work with multiple internal systems to process requests, monitor updates, and maintain accurate information.
- Handle pricing requests and special rate approvals according to company policies.
- Monitor equipment availability and coordinate with relevant teams to support customer shipment requirements.
- Resolve trade-related cases and ensure issues are addressed within required timelines.
- Collaborate with stakeholders across different locations to improve service quality and customer experience.
Executive – Commercial (Space Control)
Feederlines DMCC
Jumeirah Lake Towers, UAE
2023.05 - 2025.03
- Supported customers and internal teams by providing timely booking and shipment updates.
- Responded to customer and agent inquiries, ensuring prompt issue resolution.
- Coordinated with shipping lines and overseas agents to ensure smooth cargo movement.
- Managed vessel space allocations based on customer booking requirements.
- Resolved booking and operational issues to minimize service disruptions.
- Prepared weekly reports to support operational and customer service improvements.
Customer Account Handler
Gulf Agency Company (GAC)
Port of Fujairah, UAE
2022.12 - 2023.03
- Managed customer requests for bunkering and husbandry services.
- Ensured timely service delivery with zero service lapses.
- Prepared Proforma Disbursement Accounts (PDAs) based on customer requirements.
- Coordinated vessel operations from booking to completion.
- Communicated with customers and internal teams to ensure smooth vessel turnaround.
- Kept customers informed of port regulations and operational updates.
- Resolved customer issues by providing timely and effective solutions.
Executive – Commercial & Marketing
Colombo International Container Terminals Ltd. (A Member of China Merchants Port Group)
Port of Colombo, Sri Lanka
2021.09 - 2022.09
- Managed stakeholder inquiries and resolved customer issues.
- Built strong relationships with shipping lines and consignees.
- Followed up on domestic container clearance with customers.
- Presented operational data and trends to senior management.
- Assisted in developing operational procedures and service standards.
- Coordinated container auction activities with relevant authorities.
- Organized corporate events and supported public relations activities.
Executive – Sales & Marketing
Mackinnons Travels (John Keells Group Company)
Colombo, Sri Lanka
2014.09 - 2020.11
- Built and maintained long-term relationships with corporate clients by delivering exceptional customer service and personalized travel solutions.
- Served as the primary point of contact for corporate/leisure customers, responding promptly to inquiries and ensuring a seamless customer experience from initial booking through trip completion.
- Coordinated with foreign suppliers, airlines, and internal teams to secure competitive rates and deliver travel solutions that met customer requirements.
- Prepared accurate tour costings and customized travel proposals based on clients' needs and budgets.
- Managed reservations, issued air tickets, and processed visa applications for individual travelers and large groups while ensuring accuracy and timely service.
- Assisted customers throughout their travel journey by resolving queries, addressing concerns, and providing prompt solutions to ensure a positive travel experience.
- Accompanied tour groups as a Tour Manager, delivering high-quality customer service, handling unexpected issues, and ensuring customer satisfaction throughout the trip.
- Maintained records for the Incentive Travel Unit and supported account reconciliation to ensure accurate financial documentation.
- Planned and coordinated promotional campaigns and office events to enhance customer engagement and promote travel products.
- Led internal ISO 9001:2015 audits as the Audit Leader, ensuring compliance with quality standards and continuous process improvement.
- Conducted training sessions for internal staff on operational procedures, quality standards, and customer service best practices.
Education
Master of Business Administration (MBA) -
Cardiff Metropolitan University
United KingdomCIM Level 7 Postgraduate Diploma - Professional Marketing
Chartered Institute of Marketing (CIM)
United KingdomBachelor of Business Administration (Hons) - Business Management
Sheffield Hallam University
United KingdomCertificate - Sales Strategy
Coursera
Skills
- Excellent communication and Interpersonal skills
- Strong analytical and problem-solving ability
- Multitasking skills Inspiring Leadership
- Ability to work in teams
Certification
- Bravo Certificate Recognized for going the extra mile and providing continuous support to the team John Keells Group | 2019
- V-SPARC Recognition Certificate Recognized for contributing to team efforts and demonstrating the organization's core values John Keells Group | 2015
LANGUAGES
Sinhala: Native
English: Fluent
Timeline
Senior Trade Executive – Middle East / Red Sea & East Africa
Regional Container Lines (RCL)
2025.04 - 2026.07
Executive – Commercial (Space Control)
Feederlines DMCC
2023.05 - 2025.03
Customer Account Handler
Gulf Agency Company (GAC)
2022.12 - 2023.03
Executive – Commercial & Marketing
Colombo International Container Terminals Ltd. (A Member of China Merchants Port Group)
2021.09 - 2022.09
Executive – Sales & Marketing
Mackinnons Travels (John Keells Group Company)
2014.09 - 2020.11
Certificate - Sales Strategy
Coursera
Bachelor of Business Administration (Hons) - Business Management
Sheffield Hallam University
CIM Level 7 Postgraduate Diploma - Professional Marketing
Chartered Institute of Marketing (CIM)
Master of Business Administration (MBA) -
Cardiff Metropolitan University