Manager Customer Service

Itani Malange

*. PERSONAL INFORMATION

Name: Itani

Surname: Malange

ID number: 910**********

Cell number 078-***-****

Email ************@*****.***

Physical Address 2461 Riverside

Cypress and aloes St

Fourways

2069

Gender: Female

Nationality: South African

Driver’s License: Code 8

Languages proficiency: Tshivenda, English, Sotho, Tswana, Tsonga 2. EDUCATION

Qualification: National Diploma in Tourism Management (2012 - 2015) Institution: University of South Africa

Modules: Business management, Commercial law, Travel operations, Tourism Destinations, Tourism Development, Marketing, Advertisement and Sales Promotion, Foundation of Communication, Hospitality operations Cultural Foundation of Communication, Hospitality operations Cultural operations, INTR Financial Accounting, Comm Context & Applications, Mice Operations, Entrepreneurship, operations.

Qualification: Diploma in International Tourism (2010 – 2012) Institution: Tshwane North College (FET College)

Modules: International Tourism Operations2, Development of the Tourism Industry Customer Service Operations in Tourism, People Development in Tourism Business systems in Tourism Industry, Marketing Operations in Tourism Industry Development of Local Tourism Destination, Related Tourism Services. Qualification: National certificate in Information Technology End user computing (2012) Institution: Tshwane North College (FET College)

Qualification: National Senior Certificate (2009)

Institution: Tshiawelo Secondary School

Other Certificates: Introduction to Air Travel Certificate Save-A-Live and CPR Certificate

3. Objectives

To continue my career with an organization that will utilize my Management, Organizational & Administrative skills to benefit mutual growth and success. To participate as a team member in a dynamic work environment focused on promoting business growth by providing superior value and service. 4. WORK EXPERIENCE

Position: Admin/Operations Assistant

Company: South Africa Tourism (Tourism Grading Council) December 2016 to December 2018 Key Responsibilities

Project Assistant

Undertake specific task on identified project, under the supervision of a Project Manager, including completing relevant documentation, Formulating and updating project schedules and Participating in project planning.

Managing specified budget lines.

Creating and updating Excel spreadsheets as requested.

Compilation and verification of data for all grading applications and projects.

Resolve project queries received from Assessors, property owners/ representatives, stakeholders and other key partners through various communication channels in a swift and effective manner.

Compilation and submission of weekly and monthly reports on time. Office Management

Ensure that enquiries and requests for information are managed and dealt with timeously.

Develop, utilize and manage an office filing system in a manner that ensures that all documents and correspondence are accurately and timeously kept; as well as easily retrievable.

Coordinating between business units in ensuring day-to-day administrative and operational efficiency.

Compile and update graded/ungraded establishment databases.

Manage the relationship with internal and external stakeholders, and Implement and manage projects in accordance with set requirements and on time.

Operations Support

Assist with the conversion of ungraded establishments to be graded.

Offer after-sale support for graded properties.

Assist the TGCSA Operations Team with day-to-day operational activities.

Scheduling and coordinating meetings, events, and other similar activities; and confirming with relevant parties within agreed timeframes.

Ensure seamless and effective communication between TGCSA, Accredited Grading Assessors, stakeholders and other key partners.

Acted as Client Liaison Officer for 3 months

Manage the feedback mediums and correspondence from clients on the overall product, services received in relation to the travel itineraries, graded establishments performance and overall SA Tourism and TGCSA brand experience.

Provide the highest client service to meet and exceed customer satisfaction.

Utilize the Consumer Protection Act, to manage the number of client service irregularities and gaps.

Maintain client feedback requests and documentation.

Make sure all client complaints are addressed and handled professionally, leaving the client with a positive resolution.

Communicate the SA Tourism and TGCSA customer feedback policy to both internal and external stakeholders.

Provide support in the relevant marketing collateral control processes. REPORTING

Provide monthly reports on customer feedback received, including resolved and unresolved queries.

Maintain client feedback requests and documentation.

Provide monthly reports on negative feedback for establishments.

Provide feedback to all stakeholders in line with the TGCSA customer feedback policy.

Manage and provide a monthly report of assessor performance with regards to feedback from establishments in line with the Service Provider Agreements & Standard Operating Procedures.

Provide a monthly report and follow up on the performance of establishments that are displaying the TGCSA grading status illegally.

Engage with the Quality Protection Manager, Head of Visitor Experience and other business unit heads to provide advisory client liaison support to the business. Position: Administrative Assistant and Receptionist Company: Fair Trade Tourism November 2014 – December 2016 Key Responsibilities

Secretarial and Administration

Manage the company’s genera enquiries and Screening calls for Fair Trade Tourism and Resources Africa.

Provide secretarial support to the Managing Director, Office administration and project administration duties, Record and distributes minutes of Management meetings.

Research information for Managers and Draft letters. Departmental office support

Assist Marketing team with Marketing Administration tasks, Manage Client Benefit Matrix and Contribute to capturing of routine M&E Information.

Prepare claims and recons as per company spend, Create Invoices for Client.

Update client list, Monitoring label usage and prepare welcome packs for new clients. Coordinating company Travel Desk

Arrange travel and Accommodation, Assist with planning for trade shows, conferences, and workshops.

Handle arrangements for external meetings and Coordinate boardroom bookings. Office administration

Coordinate postal and courier services, Monitor and coordinate equipment, stationery and consumable purchases, Ensuring that the IT network is functioning optimally

Liaising with service provider as required, Maintain and update IT equipment.

Securing quotations for purchase of office related goods and service, and Coordinate postal and Courier service

Position: Internship

Company: Morning Star Hotel July - October 2014

Key Responsibilities:

Front Office, Switchboard and Guest Relations

Housekeeping, Food preparation and Waitress.

Position: Volunteer

Company: PP Tours and Travel (Travel Agent) - June 2013 – July 2013 Key Responsibilities:

Making itinerary, Switchboard and advising clients on travel arrangements. 5. SKILLS AND COMPETENCIES

Communication verbal and written

Telephone etiquette

MS office (Word, PowerPoint, Excel and Outlook)

Customer service orientated

Strong organizational and interpersonal skills

Good relationship builder

Strong Administrative abilities

Business communication

6. REFERENCE

Company: South African Tourism (Tourism Grading Council) Name: Nelisiwe Yengwa

Position: Quality Assessment Manager

Contact Number: (011-***-****

Email: ********@**************.**.**

Company: Fair Trade Tourism

Name: Thiofhi Ravele

Position: Business Development Support Manager (BDS) Contact Number: (012-***-**** / 072-***-****

Email: *******@*********.******

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