Open to opportunities

Gayani Withanage

@gayaniwithanage

Experienced and results-driven professional with 5+ years of experience in customer service, operations, travel, reservations, and legal research

Sri Lanka

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What I'm looking for

I'm looking for a customer operations, travel, or client service role where I can improve workflows, manage service quality, use data to support decisions, and contribute to strong customer experiences.

At Infomate, supporting Cinnamon Hotels & Resorts Maldives, I handle high-volume travel reservations, guest inquiries, Freshdesk tickets, and Sprout Social interactions while consistently exceeding SLA and KPI standards.

I've improved service consistency by developing the Sprout Social SOP, contributing to Freshdesk documentation, mentoring new associates, and analyzing booking, guest behavior, and revenue data in Power BI and Excel. My work has also supported guest communications, email marketing, repeat bookings, and operational improvements.

Previously, I coordinated international travel, migration, visa, and university application processes at CloudAccBook, and managed ERP-integrated client data workflows at Singer Sri Lanka. I bring experience in client coordination, documentation, reporting, cloud-based systems, research, and structured process management.

Experience

Work history, roles, and key accomplishments

Process Associate

Infomate (Pvt) Ltd

Sep 2023 - Mar 2026 (2 years 6 months)

Handled inbound travel reservations and inquiries for Maldives properties, consistently exceeding SLAs and KPIs. Managed guest interactions across Freshdesk and Sprout Social, analyzed booking trends using Power BI and Excel, and contributed to SOP development and team mentoring.