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Customer Service Quality

Johannesburg, Gauteng, South Africa
August 23, 2018

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Address: **** ********* ******, ********

Tel (home): N/A

Cell: 078-***-****


Identity Number : 980**********

Nationality : South African

Gender : Female

Marital Status : Single

Dependants : None

Driver’s licence : Work in progress (Learners licence received) Criminal record : None

Health : Excellent

Languages : English, Zulu, Xhosa & Sotho


Address: 1790 Gallinule Street, Riverlea

Tel (home): N/A

Cell: 078-***-****


CURRENT STUDIES : Cabin Crew Member Licensing

ORGANISATION : EPT Aviation Training Pty (Ltd)

DATE COMPLETED : 9 January 2017 – 17 February 2017 SUBJECTS : Safety & Emergency Procedures Training

Aircraft Type – Boeing 737 - 200

Dangerous Goods


Crew Resource Management

Preparation for the Workplace



Computer Literate (MS Office, Internet, Power point, and Outlook).

Knowledge of general aviation terminology.

Aviation medicine:

o Cabin crew responsibilities, Crew health/travel medicine o Suspected communicable disease, Universal precautions, On board medical equipment

o Passenger Health, Handling passenger with special needs o Special anatomy and physiology, The human body

o Stresses of high altitude flying on the human body o In flight emergencies

o Basic life support (CPR), AED Training

o Medical emergencies, cardio vascular emergencies, central nervous system emergencies, miscellaneous conditions

o Injury emergencies, environmental emergencies

o Imminent birth

o Dearth on board

General Safety and Emergency procedures training o Crew brief

o Pre take-off and pre-landing

o Evacuations

o Handling of emergencies on board

o Dangerous goods

o Fire fighting

o Aviation security

o Emergency ditching and landing

o Comply with Standard Operating Procedures (Safety, Security and Service) AKHONA NINELA

Address: 1790 Gallinule Street, Riverlea

Tel (home): N/A

Cell: 078-***-****

Email: AND

Render a 5 star quality service to Customers and Crew according to the prescribed service standards.

Effectively resolve all conflict and disputes for Customer before disembarkation on all flights.

Responsible for the safety of Customers, Crew and Cargo.

Maintain sound interaction between Customers, Flight Deck and Crew

Ensure all Customers are treated with dignity and respect SKILLS

Demonstrate basic aviation values: Customer Focus; Accountability; Integrity; Safety; Excellence In Performance; Valuing clients

A positive attitude and empathy for others

Ability to work well in a team environment

Passion for serving

Attention to detail

Optimism and Adaptability

Proactive, Initiative and Enthusiastic

Trustworthy; Reliable

Effective interpersonal skills

Ability to handle difficult customers


Excellent communication skills(verbal and written) - Fluency in English

Ability to work in a multicultural environment

Problem solving and conflict resolution skills

Emotionally Intelligent


Diplomacy and integrity

Planning and Organizing skills

Listening skills

Able to swim well

Clear credit record

Medically and physically fit

Well groomed: high standard of personal grooming and eloquence

Own transport

Willing to work shifts, over weekends and public holidays

High commitment to safety, punctuality and exceptional service AKHONA NINELA

Address: 1790 Gallinule Street, Riverlea

Tel (home): N/A

Cell: 078-***-****

Email: AND Hobbies

Enjoy listening to music, playing tennis, doing aerobics, taking long walks and swimming. Languages

Zulu, English, Swati, Xhosa & Sotho



2012-2016 Impande High School – obtained Matric Exemption (B) Main subjects:

Zulu (B ), English (C), Mathematical Literacy (C), Life Science (B), History (B), Geography (C) and Life Orientation (B).


09 Jan 2017 – 17 February 2017 EPT Aviation Training – Final exam completed on the 17th February Main subjects:

All training modules required by SACAA Current and Valid medical (DD50) certificate.

- Aviation Medicine

- Safety and emergency procedure training

- Live fire fighting

- Wet ditching

- Dangerous goods

- Crew resource management


2016 : Competence Certificate on Occupational Health and Safety (ISO 18001:2011) in Understanding and Implementation with SABS

2016 : Competence Certificate on Quality Management System (ISO 9001:2015) in Understanding and Implementation with SABS

2016 : Competence Certificate on Environmental Management System (ISO 14001:2015) in Understanding and Implementation with SABS


Address: 1790 Gallinule Street, Riverlea

Tel (home): N/A

Cell: 078-***-****


Where : NTCS Engineering

Duration : April 2017 till December 2017

Designation : Quality & Safety Officer

Main outputs include:

Notify the Quality Technician when any discrepancies are discovered concerning product quality or incorrect identification.

Work in accordance with the quality procedures pertaining to the specific department.

Ensure that required documentation is available at the production stations prior to any inspection operation.

Ensure that all checking equipment and gauges are calibrated and assigned to production.

Ensure that first off samples are inspected and identified and are at the place of production.

Carry out patrol inspections according to instructions including first aid kit, fire extinguishers and waste bins.

Control reworks and rejects and ensure records are up to date.

Escalate quality problems to Quality Technician.

Ensure that records are kept up to date and stored/filed accordingly.

Perform all activities in accordance with the quality requirements of the position and adhere to all company quality policies, procedures and standards, as applicable.

Follow and adhere to all safety procedures and standards of the company. Where : Juice for Africa in Port Shepstone

Duration : School holidays (since 2015 till 2016 December) Designation : Customer service (point of sales)

Main outputs include:

Sell juice directly to public face to face

deal directly with customers either by telephone, electronically or face to face

Correct charging of juice to walk-in customers

respond to customer inquiries

Promote customer service principles

handle and resolve customer complaints

provide pricing and delivery information


Address: 1790 Gallinule Street, Riverlea

Tel (home): N/A

Cell: 078-***-****

Email: AND

set up new customer accounts

process orders, and requests

manage administration (stock monitoring)

communicate and feedback to management

Where : Little Saint Designs

Duration : Spare time (on request or appointment)

Designation : Nail technician

Main outputs include:

Treat and design nails

respond to customer inquiries

set up new customer accounts

manage administration (finances and stock monitoring) REFERENCE

Who : Ms N. Khulu (Supervisor/Quality Technician)

Where : NTCS Engineering

Contact : 065-***-****

Who : Mrs G.H. Mthembu (MD)

Where : Juice for Africa

Contact : 078-***-****

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