Customer Service Sales

Curriculum vitae

Of

Nonhlanhla Mofokeng

PERSONAL DETAILS

Surname : Mofokeng

Full names : Nonhlanhla Ignetia

Residential address : 36 Coralwood, Beacon Bay, East London

Contact numbers : 082*******/072*******

ID numbers : 821**********

Date of birth : 09 November 1982

Home language : South Sotho

Other languages : English, Zulu

Health Condition : Excellent

Marital status : Single

Criminal record : None

Valid driver’s license : Code B

EDUCATION

Senior Certificate- Dinwiddie High school 1999

Diploma – Travel and Tourism Varsity college 2001

Certificate- Comair (GIBS) Leadership Development Programme 2015

OCCUPATION

COMAIR LIMITED- June 2002 to present

Customer Service Agent (June 2002- Aug 2007).

Checking in of passengers

Boarding

Arrivals

Ticketing (Amadeus)

Customer Service Supervisor (Sep 2007- May 2013).

Dealing with all customer queries.

Handling disruptions (flight delays and cancellations).

Preparing disruption reports.

Balancing of sales reports.

Preparation of KPI’s.

Monitoring of timecards.

Compiling sale stats and driving sales for ground ancillaries.

Coaching and mentoring staff.

Handling all staff disciplinary issues.

Acting CSM (FEB 2013- April 2014)

Recruiting for new base

Monitoring timecards

Ensuring that all policies are in adherence to

Responsible for maintaining SLA

Responsible for all complaints relating to the department.

Responsible for the day to day operation.

Conducting KPI’s

Ensuring staff are trained

Airport Manager (Apr 2014- to date)

• Drafting SOP

• Departmental budget

• Relationship management with internal/External stakeholders

• Ensuring that all company policies are adhered to

Conducting KPI’s

Ensuring staff are trained

Projects

OBJECTIVES

Acquiring technical knowledge and managerial expertise and skills.

Coaching and developing my team

Increasing leadership and professionalism within my department

SUMMARY OF SKILLS

Ability to step up and lead by example.

Ability to communicate with a large number of people.

Computer literate (outlook, word).

Able to work under pressure.

Excellent interpersonal skills.

High standard of excellence in dynamic leadership and customer service.

Maintaining a high level of service at all times.

Performance management.

Ability to coach and mentor staff where necessary

ACHIEVEMENTS

Leadership Development Certificate 2015- GIBS (Best ALP and Best presenter)

Airline safety investigation (IATA training)

Leadership coaching given by (METACO) 2017-2018

IATA Women in Aviation October 2018-March 2019

Harvard Mentor- Leadership Development Oct 2019

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