Chamara Madushanka

Experience

• 

  Korean Air

  Jul 2014 - Dec 2019

  • Providing all required management information to the Country Manager and Management, HQ for operational & strategic decision making & reviews • Providing analysed competitor & market information to assist Sales team on a regular basis to make operational decisions.• Managing and Monitoring both passenger and cargo sales teams.Ensure given targets are meet according to the plan.• Identify market opportunities and develop new products for both cargo and passenger .• Develop and maintain Korean Air Sri Lanka home page to attract online customers.• Customer Relationship Management and Travel Agency coordination to ensure Passenger reservations made via utilization of Business Intelligent systems• Planning and executing the Strategic Marketing Plan for Korean Airlines covering BTL & Digital activations coordinating with the Sales Team, Country Head and Global Headquarters• Liaising with Airline Principals ensuring the brand/product communication is in order while developing and executing new marketing solutions Show less •Effectively execute a warranty and goodwill process, align and coordinate payment issues with customers and internal departments.•Identify market opportunities and develop new products for both cargo and passenger.•Corporate accounts and customer complain handling•Customer Relationship Management and Travel Agency coordination to ensure Passenger reservations made via utilization of Business Intelligent systems•Planning and executing the Strategic Marketing Plan for Korean Airlines covering BTL & Digital activations coordinating with the Sales Team, Country Head and Global Headquarters Show less

  • Assistant Manager

    Feb 2018 - Dec 2019

  • Analyst

    Jul 2014 - Jan 2018
• 

  BCD Travel

  Jan 2020 - now

  •Managing and developing service level agreements by analyzing customer requirements and internal resources.•Managing customer issues and providing necessary resolutions within agreed Service level agreements.• Preparation of documents for individual accounts and associate customer interaction and ensure follow-up on all pending issues.•Emails and Call calibration in order to develop excellent customer service experience •Suggesting system and process improvements along with the agent training programs to develop a smooth overall operation.•Negotiate with vendors including airlines, hotels and car rentals about penalty amounts/refund amount as a cost saving approach. Show less

  • Operations Manager APAC

    Dec 2022 - now

  • Customer Experience Specialist( US & APAC) -Corporate Travel

    Jan 2020 - Nov 2022