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Manager Customer Service

Johannesburg, Gauteng, South Africa
September 12, 2018

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Kgothatso Delwin Skosana

Curriculum Vitae

Date of Birth

Marital Status


Email address


Languages (spoken and written)



Driver’s license

** ******** **97


Female /


English, German,Afrikaans,Zulu,Ndebele


Paarl Girls High school

Grade 12

Code EB


NSC Global - 2018

Position : German Project Coordinator


●Coordination of internal resources and third parties/vendors for the execution of projects

●Assigning tasks to internal resources and providing assistance with schedule management

●Daily project progress management including dealing with arising issues

●Working hand-in-hand with resource management on resource planning, availability and allocation according to projects pipeline

●Coordination of project management activities,resources, equipment and information

●Tracking, analyzing and reporting project status

●Ensuring that during the evolution of the project that the clients’ needs are met

●Acting as a point of contact and communicating the project statuses to all relevant participants

●Ensuring that all project deadlines are met on time

●Adhering to documented policies, procedures and processes

●Clear and concise documentation of all customer interaction within appropriate CRM tool

●Create and maintain comprehensive project documentation, plans and reports


Webhelp( easyJet Airline Company) - 2017

Position: German Airline Customer Service Consultant


●Arranging flights using a booking system

●Collecting and processing payments

●Advising clients about travel documents (e.g. visas and passports)

●Sending out travel itinerary to clients

●Documenting all call information according to standard operating procedures

●Handling and resolving customer inquiries and complaints via both telephonic and email methods

●Processing customer refunds

●Updating customers about itinerary changes(travel booking cancellations, flight disruptions)

●Flight Disruption Crisis Management(creating alternative carrier options including Hotel and Shuttle Service)



The Grove Ice Rink, Pretoria (23 Jun 14 -15 Jan 2016)

Position: Kiosk assistant and Ice rank official (part time)


●Assisting customers/skaters.

●Other -debtor input control, packaging, data capturing, stock taking

●Assist and collaborate with other staff in providing excellent services to guests

●Maintain the premises neat and a good working environment

●Record and monitor all sales, costs, commissions within the store

First Med Standby Paramedic Services

Position: Level 3 First Aider (Part Timer)


●Assist Injured Patients, following the correct procedures

●Managing First Aider under level 3

●To always work within Health & Safety guidelines

●Ensure accurate and appropriate recordings of all first aid cases treated

●To provide an effective First aid service

●Ensuring that persons present within the building conform to current requirements of Health & Safety legislation

●Assist in the evacuation of the building in the event of a fire alarm or bomb scare or other emergencies and providing an emergency first aid station/service during such an emergency

De la Paix Restaurant (Jan 16 -Sep 16)

Position: Hostess


●Directing and instructing the dining room personnel on customer needs to ensure customers receive fast and quality service from the moment they arrive.

●scheduling dining reservations for guests in advance and as they arrive at the restaurant

●Assisting in coordinating and hosting private functions for guests

●Manage the flow of Guests into the Dining and Bar areas, provide accurate wait times to incoming Guests

●Inspect and maintains the dining facilities

●Responsible for ensuring that customers enjoy an excellent experience at the facility

●Check with customers to ensure that they are enjoying their meals .

●Answer incoming calls to the restaurant and provide appropriate service

●Receive payments by validating credit charges; approving checks; accepting currency; calculating and issuing change for ToGo orders

Personal Attributes

●Able to maintain professional demeanour under stress


●Eager to learn new things and passionate about self-development

●Able to think outside of the box

●Analytical thinking

●Ability to build, promote and establish long lasting positive relationships across multiple levels

●Exceptional communication skills


Computer Skills




●Good working knowledge of several MS Office Packages including Word, Excel, PowerPoint


●The Grove Ice Rink

Ms Boikhutso - kiosk manager (012-***-****)

●First Med Standby Paramedic Services

Mr Sean - First Med Standby Paramedic Manager (072-***-****)

●De La Paix Restaurant

Ms Catherine Bester - De La Paix Restaurant Manager ( 082-*******)

●easyJet German Team Manager

Mr Ashley Rosslind - Team manager (079-***-****)

●NSC Global, Cape Town

Dawn Everts - Manager (082-***-****)

●NSC Global, Germany

Elif Gün Onur - +49-151-***-**-***)

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