Sonali Paranawitane
Strategic Analyst | Skilled Sales & Service Leader | Growth Enabler | Passionately CX driven | Coach | Dedicated to achieving Results
The move
MoveEmirates SkyCargo → dnata
TitleOperations Manager - Customer Experience → Head of Customer Experience
LocationDubai → United Arab Emirates
Career arcRecent arrival
First time at this levelYes ★
Cross-border moveNo — same country
Years in UAE9.7
Total experience20.7 years
dnata headcount10,001+ employees
dnata industryAirlines and Aviation
dnata HQGlobal
dnata typePrivately Held
Career arc
- Head of Customer ExperienceApr 2026 — Present
dnata· United Arab Emirates· Full-time - Operations Manager - Customer ExperienceOct 2023 — May 2026
Emirates SkyCargo· Dubai, United Arab Emirates· Full-time - Marketing Director - ISMEA (India Subcontinent, Middle East and Africa)Mar 2017 — Oct 2023
UPS - Sales Operations Manager - ISMEA DistrictSep 2014 — Nov 2019
UPS Supply Chain Solutions· United Arab Emirates
- Sales Planning & Development ManagerSep 2012 — Jul 2014
DHL Express UAE· United Arab Emirates - Direct Channel (Retail / Telesales) Manager DHL UAEFeb 2008 — Sep 2012
DHL Express
- Customer Service ManagerFeb 2003 — Sep 2005
HSBC· Sri Lanka
Education
- Mahatma Gandhi Kashi VidyapeethBsc · Business/Commerce, GeneralPresent
- St Bridgets ConventCredit · College/University Preparatory and Advanced High School/Secondary Diploma Program2002 — 2004
- American College· Developmental and Child Psychology2003 — 2004
- St. Bridget's Convent, Colombo 07· High School Certificate of Competence ProgramJan 2026 — Present
Languages
- English · Full professional
- Sinhalese
Top skills
Business StatisticsChannel StrategyDigital MarketingStrategic ThinkingProduct KnowledgeRoot Cause Analysis
About
Dynamic, results driven business strategist with 20+ years experience in Customer Experience, Contact Center management, Best in Class Value Creation and proficient Project management skills via DMAIC Six Sigma. Exceptional mentor and coach, with combined business acumen with innate leadership abilities to lead teams towards success.