Customer Service Manager

AMELIA JANE NAIDOO

Durban, South Africa

+27-746****** ************@*****.***

Date of birth 24/06/1984

Place of birth Durban

Nationality South African

Driving license Code B

PROFILE

Passionate Travel Manager with over 5 years experience in the Travel and Tourism Industry. Highly experienced in focusing on promoting customer satisfaction through exceptional service. An exceptional scheduler and problem solver with expertise in time management, cross functional communication and sales. EMPLOYMENT HISTORY

Founder, Beyond Borders Travel Aug 2017

Durban

• Promoting and marketing the business

• Dealing with customer queries and complaints

• Passport and Visa procedures

• Recruiting, training and supervising staff

• Managing budgets and Maintaining statistical and financial records

• Up-selling Strategies

• Meeting profit or sales targets

• Preparing promotional materials and displays

Travel Manager, Flight Centre Travel Group Jan 2015 — Jul 2017 Durban

• Work professionally and independently in providing travel services by e-mail and phone

• Manage workflow and processes in accordance with SLA

• A team player with a high level of flexibility

• Offer best travel options in terms of pricing and routing

• Maintain a high level of customer service by ‘Going the Extra Mile' Customer Service Agent/Trainer, Edcon Financial Services Aug 2012 — Dec 2014 Durban

• Planning and controlling of call centre staff

• Handling of store, customer and staff related queries

• Reporting of department, call centre and team stats

• Analyzing team performance and implementing action to improve performance

• Managing W1 tracker on a Daily basis.

• Coaching sessions conducted on a daily weekly and monthly basis with team members individually or as a team

• Analyzing team performance and implementing action to improve performance

• Managing and Claiming overtime by filling out overtime book and submitting to HR on a monthly basis

• Compiling and Conducting Monthly Performance Review with team members Individually.

• Handling of ER matters e.g. Disciplines

• Coach staff on opportunity areas and compile coach logs.

• General Administration Duties

Croupier, Royal Caribbean International Cruise Liners Mar 2008 — Apr 2010 United States

Proficient in the following:

• American Roulette

• Blackjack (Multi deck & single deck)

• Dice / Craps

Poker:

• Caribbean Stud poker

• Let it Ride

• Texas hold’em Ultimate Texas hold’em

• Three card poker

Croupier, Suncoast Casino and Entertainment World Feb 2005 — Feb 2008 Durban

EDUCATION

Alpha Academy Feb 2017 — Jan 2020

Diploma in Human Resource Management Correspondence UNISA Jan 2006 — Jun 2012

Bachelors Degree in Banking Correspondence

Careers 2000 Jan 2002 — Jan 2003

Diploma in Administration Full Time

SKILLS

Customer Service Expert

Attention to Detail Expert

Front End Development Expert

Accuracy Expert

Administrative Expert

Amadeus Expert

Management Skills Experienced

Employee Training Experienced

LANGUAGES

English Very good command

HOBBIES

Traveling and exploring new cultures

COURSES

TEFOL -Teaching English to Speakers of Other Languages Jan 2020 — Jan 2020 Alpha Academy

REFERENCES

Zamafa Ngobese 031-***-****

Edcon Financial Services ********@*****.**.**

Ricardo Brand 031-*******

Edcon Financial Services ******@*****.**.**

Janine Van Rooyen 031*******

Suncoast Casino and Entertainment

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