Customer Service Employee Relations

CURRICULUM VITAE

Yolanda Asanda Ngqukuva

Contact Numbers: 071-***-**** / 082-***-****

Email: adb3zi@r.postjobfree.com

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

PERSONAL DETAILS

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

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

EDUCATION

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)

TERTIARY EDUCATION

Institution : Cape Peninsula University of Technology (2010)

Proposed Qualification : PublicManagement (incomplete)

EMPLOYMENT HISTORY

1)Global Airway- Freelance Flight attendant (07 February 2018 till to date)

Responsibilities- Provide excellent customer service to passengers while ensuring their comfort and safety throughout the flight.

Key performance area

Attending a pre-flight briefing, during which cabin crew are assigned their working positions for the upcoming flight. Crew are informed of flight details and the schedule,

Carrying out pre-flight duties, including checking the safety equipment and doing security checks, ensuring the aircraft is clean and tidy and that information in the seat pockets is up to date and all meals, drinks and stock are on board

Welcoming passengers on board and directing them to their seats

informing passengers of the aircraft safety procedures and ensuring that all hand luggage is securely stored away

Checking all seat belts and galleys are secure prior to take-off

Making announcements on behalf of the pilot and answering questions during the flight

Serving meals and refreshments

Selling duty-free goods and advising passengers of any allowance restrictions in force at their destination

Reassuring passengers and ensuring that they follow safety procedures correctly in emergency situations

Giving first aid where necessary

Ensuring passengers disembark safely at the end of a flight and checking that there is no luggage left in the overhead lockers and no stowaways or suspicious items on board,

Completing paperwork, including writing a flight report if necessary

2)Europcar/Rental Agent (11 November 2017 to 05 February 2018)

Responsibilities

Provide excellent customer service, effectively assisting with customer queries.

Key Performance Area.

Receiving enquiries from the public wither in person or by telephone, take bookings and inform the customer of rates etc.

Checking customer’s identification and driver’s licenses, draw up rental contracts and process payments.

Ensuring that vehicles are ready for customers for collection and explain the operational workings of the vehicle to the customer.

Effectively handle all aspects of the customer’s check-out and check-in rental transaction in accordance with company, quality control, claims and accident procedures.

Making, amending, cancelling and monitoring reservations as required.

Other duties on request.

3) Comair -Flight Attendant/Cabin Crew (Sep 2012 to May 2017)

Responsibilities

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 timorously 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

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

Responsibilities claim enquiries

Inbound

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.

Investigations

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

Adherence to schedule/occupancy

Quality service

Production

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

Outbound

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

Assisting potential clients 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

Internet Explorer: real time reporting and historical of agent’s activities

Microsoft Outlook: used to send daily and weekly stats

Excel: Compiling and organizing stats.

REFERENCE

1) Company Comair Limited 2) Metropolitan Health Group

Contact Person: Barnette Marillier Contact Person: Lindelwa Ngidi

Position: employee relations practitioner Position: Team Leader

Contact Number: 011-***-****/082-***-**** Contact Number: 072-***-****/ 084 285 154

3) Europcar 4) Global Airways

Contact Person: Alvina Bottoman Contact person: Cabin Services

Position: Team Leader Contact number: 010-***-****

Contact Number: 081-***-****

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