Customer Care Manager
Resume:
CURRICULUM VITAE OF ZANELE MALATSI
CAREER GOALS:
I would like to work in an organization where I can use my Customer Service experience to gain experience and contribute on day to day operations of the business, to further my career in a challenging position, that will allow me to work independently and in a team environment that will afford me the opportunity to utilize and develop my skills. To produce superior service, working in a highly competitive environment, to fit and compliment the organization. The position I am applying for is a good opportunity for me to work actively and productively in my field of expertise and apply my skills. My aim is to make a difference in my work-place through my contribution and to touch the lives of my co-workers through my positive attitude. I am a self-starter and have excellent interpersonal and conflict-management skills.
PERSONAL INFORMATION:
Surname: Malatsi (néé Nkosi)
First Names: Zanele Veronica
Title: Mrs.
Home address: 189 Malolotja Street, Tsenelong ext, Tembisa, 1632
Cell: 073-***-****
Email: adh6fv@r.postjobfree.com
Identity number: 790**********
Nationality: South African
Marital status: Married
Health: Good
Driver’s license: Code 10
EDUCATION AND TRAINING
High School: Tembisa High School
Matric subjects: English (HG), Zulu (HG), Afrikaans (HG), Mathematics (LG), Business Economics (SG), Economics(SG), Accountancy (HG).
In-house training: SAA Training Centre
Passenger Handing, Amadeus, Web training, dynamic selling power, Sales Mania, Essentials skills for inbound call Centre, Basic fares and ticketing, Intermediate fares, Telephone Etiquette, Conflict Management
Computer Skills:
Microsoft Office computer course inclusive of: MS Word, MS Excel, MS PowerPoint and MS Outlook
INTERESTS
Activities: Member of social committee at work
Hobbies: Meditating and Traveling.
PROFESSIONAL EXPERIENCE
Customer Support
Revenue Optimization
February 2011- August2015
Responding to emails and attending to calls and queries from Call center, passengers, customer care, sales team and out stations globally.
Interpreting and applying of standard SAA policies such as baggage, firearms, medical equipment, dangerous goods, and travel policies.
Clearing of queues.
Perform re-accommodation in the case of the schedule change.
Daily authorization of passengers with immobility, unaccompanied minors, Special meal request and with any other special needs.
Liaise with OCC Technical for acceptance of stretcher and oxygen request and consult with SAA medical clinic.
Identify, introduce and market SAA medical facilities to clients, travel agents both internal and external.
Displacing of passengers in case of overbooking of special services.
Provide data and reports as and when required and updating of monthly stats, drafting of reports, and data capturing.
Responsible for all waitlist interventions per revenue management region for optimization purpose.
Personal Assistance (part time) to the head of the revenue optimization September 2010 – February 2011
Team assistant: providing personal assistance to the head of revenue management for a period of 6months and providing administrative assistance to the project managers in an effective, timely and professional manner.
Arranging traveling, visas and accommodation for the department
Taking notes in meetings and providing general assistance during presentations to projects and Revenue department team.
Reconciling expenses and invoice administration
Monitoring team diaries to ensure critical appointments have been scheduled
Liaising with travel agents, managing bookings, visa applications and follow correct procedures inline with company travel policy
Filing and storing documentation
Customer Service Agent
Travel Trade Support:
01 June 2005- 31 August 2010
Assisting Travel agents with flight bookings, international point to point and regional fares.
Assist Agents with BSP Support, Name changes, Off-loading, Refunds, Out of system range, Special services confirmations.
Handling complaints, troubleshoot problems and provide information.
Communicate unresolved customer problems to the supervisor by providing details and action taken.
I had an opportunity to lead and head a team as an acting team leader, ensuring best results from my team.
Attended to escalated queries and attended to daily operations, update team stats and carrying out needs assessments, performance reviews.
South African Airways, Kempton Park, Gauteng
Call Centre Agent: Central Reservations
23 Feb 1999 – 31 May 2005
Answering of incoming calls, selling and up-selling flight tickets, domestic and international point to point.
Create bookings, closing the sales, processing credit card payments and reaching targets.
Assist Passengers with special services requests such as unaccompanied minors, Wheelchairs, Meals, seating, booking changes and upgrades.
Promoting frequent flyer program Voyager and its benefits.
Ensuring of travel policy rules and regulations adhere.
Promoting and selling package deals (hotels accommodations, car hire, and flights) to the public and travel agents.
Creating bookings for business and leisure and liaise with our partners.
Ensuring of travel policy rules and regulations are adhered to.
Data capturing and clearing of queues
Position of Responsibility in other Areas
Acting as a Team Leader on rotation basis at Trade Support department in 2009
In 2010 when South Africa hosted the world cup, I had an opportunity to volunteer and assist sponsorship department with hosting our elite clients to a 5star hospitality experience, from our premises on arrival to the stadium and back.
Prizes and Awards
3rd Selling Agent and Top ten Agent 1999-2000
Certificate of Recognition for Cape Town Joy of Jazz 2001-2003 Innovator
REFFERENCES
Constance Silinda
Human Resource Practitioner- SAA
Tinyiko Motloung
Manager –SAA
Nompumelelo Mashinini
Manager-SAA)
4. Manthule Ngoasheng
Team leader SAA Reservations
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