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Service Manager

Johannesburg, GP, South Africa
January 02, 2018

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Yolanda Asanda Ngqukuva

Contact Numbers: 071-***-**** / 064-***-****


ID Number: 910***-***-****


PreferredName: Yolanda Date of Birth : 17 August 1991 Nationality: South African

Height : 1, 6 licenses : Code 08/ CAA Notice : Availability


High School: Vista High School

Subjects: English, Afrikaans, Business Studies, History, Maths Literacy, Biology

Highest Level Passed: Grade 12

Languages Spoken: Sotho, Zulu, English, Xhosa, and Tsonga (moderate)


Institution : Cape Peninsula University of Technology (2010)

Proposed Qualification : PublicManagement (incomplete)


1)ComAir -Flight Attendant/Cabin Crew (Sep 2012 to May 2017)


To ensure customer satisfaction while adhering to required safety standards on board all ComAir Flights

Key Performance Area.

To meet diverse customer expectations in line with service excellence standards

Responds timeously to the needs of the passenger on board all flights

Follow up by checking that the needs of the passenger have been met.

Assist passengers throughout the flight with respect to any problem that arises.

Handles all passenger problems in a professional manner.

Escalate problems to the Cabin Controller as and when required

Interacts with the rest of the team to achieve high levels of excellent customer.

Service to adhere to CAA & Company regulations in order to ensure complete the security checks as required throughout the flight.

Brief all Special attention passengers and over-wing passengers to ensure they are aware of the expectations during the flight.

Maintains communication with the Cabin Controller throughout the flight and in case of emergencies on board.

Reacts appropriately and professionally in cases of emergency.

Ensure legally compliant at all times in terms of competence requirements as stipulated by the relevant regulations.

Complies with all Company Policies and Procedures and responds appropriately to authority.

Develops self to optimize individual and team performance /productivity.

Identifies the contextual issues that impacts on own position and what actions would be required.

Purses support from managers actively.

Informs and shares information freely with other individuals.

To manage personal appearance and behavior as an ambassador for the company brand.

Portrays a professional image of the Company to the public at all times

2) Metropolitan Health Group -Customer Services Agent (Jan 2010 – Aug 2012)

Responsibilities claim enquiries


Membership enquiries /Assisting clients with applications and requirements and procedures of joining the Government employees Medical Aid Scheme.

Re-routing of calls to the correct department.

Meeting or achieving targets and goals of the company.

Chronic medication other competencies required.

E mail communication, system letters.


To ensure that contacts with clients uphold the image of the organisations and scheme and each interactions results in:

First response resolution via written communication for resolving member quires to member satisfaction.

Initiating corrective action where required.

Ensuring the Scheme and, in particular MHG are no unnecessarily exposed to financial risk as a result of incorrect confirmation of benefit –claims or membership information.

Effective individual contribution towards SLA compliance by ensuring

a)Adherence to schedule/occupancy

b)Quality service


d)First call resolution or appropriate follow up to ensure resolution.

Client retention and goodwill by effectively resolving queries from members, employer groups, service providers and the Scheme.

Responsible for calling clients that have indicated they are interested in joining gems


Providing feedback on e-mailed correspondence, providing feedback to members pertaining to their queries

Assisting potentialclients in explaining different options and benefits

Forwarding correspondence to relevant departments such as quotations and account queries and motivational letters and follow up on feedback.

Further details

Prepare of stats of gems

Tools that we use to prepare stats

InternetExplorer: real time reporting and historical of agent’s activities

MicrosoftOutlook: used to send daily and weekly stats

Excel: Compiling and organizing stats.


1) Company ComAir Limited 2) Metropolitan Health Group

Contact Person: Godfrey Mhlari Contact Person: Yandiswa Mguca

Position: Crew Manager Position: Team Leader

Contact Number: 076-***-**** Contact Number: 073-***-**** / 021-***-****

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