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Sales Customer Service

Midrand, Gauteng, South Africa
June 07, 2019

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Sherwin Vian Hughes

790-***-**** ***

A driven, hard-working, committed individual. I have gained

Experience in many working fields including travel, hospitality,

Medical aid and media, most recently though, in sales & customer

Services, based in Cape Town. I am eager and willing to take on any given task.


Institution: Damelin colleges of South Africa

Qualification: Human Resource Management Certificate

Completed: 2013

Personal Information

Address: 11 Blougom Street



Marital Status: Single

Contact Number: 073-***-****

Working Experience:

Imagine Cruising/Holidays, Cape Town (May 2014 - February 2019 )

Travel Agent/Sales Advisor/Tour Operator

Webhelp SA,Cape Town (November 2012 - April 2014)

Customer Service Team Manager

ConnectQuote Cape Town (August 2011 - October 2012)

Sales Team Manager

Universal Healthcare, Sunninghill Johannesburg (September 2007-May 2011)

Team leader/Network Assistant

SA Roadlink (January 2000- August 2005)

Regional Cabin Crew Manager

Duties & responsibilities (in order of working Experience)

Imagine Cruising/Holidays, Travel Agent /Sales Advisor/Tour Operator

To receive and make inbound/outbound sales calls to understand the customers’ needs prior to booking them a cruise/holiday.

Maintaining and developing relationships with existing customers via phone or face to face

Or telephone calls or listening to customer requirements

Negotiating the terms of holiday and closing the sales;

Challenging any objections with a view to getting the customer to buy, cross sell if necessary;

Reviewing my own sales performance, aiming to meet or exceed targets;

Making accurate, rapid cost calculations, and providing customers with quotations;

Produce accurate admin work to complete booking process.

A natural forward planner who critically assesses own performance

Able to understand profit and loss calculations and basic business finance, e.g., gross margin percentage and calculations.

Book all flights, accommodation, transfers and tours, regional and international.

Adhere to turn around time in getting back to customer and close the sale at all cost.

Thinking on my feet and always putting customers needs first

Dealing with inbound and outbound sales calls on a daily basis.

Excellent telephone communicator and problem solver and deal closer

WebHelp SA, Cape Town- Customer Service team Manager

Manage the performance of agents based on clients’ requirements

Manage unresolved queries

Collate & report statistics on performance

Ensure customer service agents are attending to resolve queries in agreed times & service levels are met

Monitor productivity of agents

Support team members with work overflow

Daily feedback on previous day’s performance

Develop sales strategies & setting targets

Continuously evaluating efficiency and making recommendations for improvements

Coach & mentor subordinates until a high level of service excellence is met


Manage adherence & disciplinary processes

Communication departmental changes as and when they occur

Keep a tracking system on all staff interactions

Roll out staff schedules as and when required

Keep tight loop on fraudulent activities

Weekly timesheets & process through to HR for achievers

ConnectaQuote, Cape Town- sales Team Manager

One on one discussion relating to weekly/ monthly stats performance

Weekly/monthly completed review templates

(trans, bill, Quotes, sales, compare to team)

Develop sales strategies & targets

Call listen completed remotely, completed on QM form

Provide feedback to agents after call was listened to

Provide feedback on call in a instructed manner

Listen to what needs commendation/improvement

Discuss previous day’s performance

Complete return-to-work documentation to cover all absence

Communication department structure changes as/when they occur

Keep an organized filing system for all staff, with records of all interactions

Keep house-rules front of mind at all times

Check individual performance hourly

Universal Health Care- Team leader/Network Assistant

Creating a list of potential service providers and contracting in consultation with the Networks manager

Telephone potential providers, explain the contractual agreement and persuade them to join our network

Follow up communication

Ensuring service contracts are correctly signed

Identify geographical areas where coverage can be improved and contact new suppliers

Answer queries on networks from members, agents and providers

Deal promptly with queries

D64 rejection reports to be auctioned after every cheque run within 3 days

Staff training and mentoring of new recruits

SA Roadlink - Regional Cabin Crew Manger

Managing staff country wide

Training staff & managing staff performance

Ensuring staff comply with the code of conduct

Processing timesheets and correct time and figures are captured

Staff disciplinary action

Banking standby monies

Purchasing of essential for office and cabin crew

Drafting a training program and cabin crew examination

Computer Literacy and Telephone Etiquette

Accurate / Neat/ Dedicated / Persistent / Loyal / Honest

Excellent people skills and the ability to interact with people from all walks of life

Literate in MS word 2010, Excel, PowerPoint, Outlook, Scanning Software, Word Perfect

Confident and professional telephone manner multi-tasking and organise own work load

Typing speed is 75 wpm

GDS, Travelist, Itour, Tourplan, Flight site, Amadeus and Hotel booking systems


Keith Hesket - Imagine Cruising 021-***-****

Farai Mushaimbi – WebHelp SA 079-***-****

Andrea Willemse – ConnectaQuote 083-***-****

Geraldine Bartlett – Universal Health Care 011-***-****

Lana Curtis – SA Roadlink 011-***-****

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