CYNTHIA NDALASE P. O.Kwa-Xuma **** South Africa adppzs@r.postjobfree.com +278******** l +277********

Senior Customer Service Agent A highly proficient Quality Assurance Officer, with an extensive experience in the Airline Industry conducting various tasks including Passenger and Baggage Handling, while working with various teams and ensuring that all the passengers are left satisfied with the Airline’s Service.

PROFESSIONAL EXPERIENCE BROC O.R. Tambo International Airport

Rebuilding relationships with the dissatisfied customers

Investigating the complaints directed to baggage pilferage and mishandled baggage in the ramp area or transfer container.

Assessing the customer complaints and implementing the relevant responses, and compensating appropriately, where required

Assisting the customers with connecting flights in the transfer of baggage and open AHL files for client

Ensuring that the service delivery is considered a part of the Balanced Scorecard throughout the Airline

Taking the full responsibility of every situation that presents itself including the telephonic and email correspondence

Compiling the payment requisitions for refunding of the costs incurred by the customers in the event of a passenger not receiving the bags upon arrival

Making sure that the bags are delivered to their destinations on all the outstations, and managing other departments within South African Airways

Assessing the offloaded bags with respect of delays, monitoring and transferring bags upon arrival of the flight and transfer bags to their destination

Unidentified bags record and keep them in storage for collection

Doha international Airport

Resource Allocator 2012 April-2012 August

Allocate Flight Stands, Gates, check in and baggage reclaim belts

Monitor operation and perform changes and plan slots allocation

Deal with flights schedules and delays, liaising with service providers, stakeholders

SOUTH AFRICAN AIRWAYS 2002 – 2012 Airport Customer Service Agent

Check in -Check in passengers and verify passport correspond with a traveler

Ensuring that the boarding passes and luggage tags are printed in correct form

Boarding the flights and assisting passengers with special needs

Flight Operations

Finalizing the flights by closing the boarding process, and loading / offloading the passengers

Updating and printing the passenger manifest, Balance and communicate with service such as Air Chefs, Baggage Services for final figures.

Baggage Counter

Working in the Baggage Service Counter by opening the AHL files for the lost baggage and delivering the baggage to the passengers

Processing the payments for the claims in case the baggage is not found on time, Rushing and forward bags for national, regional and international flights customers.

JOHANNESBURG EMS: FIREFIGHTER EMT 1998 – 2000

Attend emergency motor vehicle accident

On call for fire structure and respond to fire emergencies

Transport critical patients and perform patient assessment include medical patients

TRAININGS

Training Name Institution Date of Completion Amadeus Check In South African Airways 2009 World Tracer South African Airways 2009 Passenger Handling South African Airways 2009 Radio Communication South African Airways 2009 Verbal Communication South African Airways 2009 CM Production South African Airways 2009 AX Control South African Airways 2009 Dangerous Goods South African Airways 2009 Basic Computer South African Airways 2009 AMADEUS Reservation South African Airways 2007 Problem Solving Skills South African Airways 2004 Conflict Management South African Airways 2003 Customer Service Touch Point South African Airways 2002 Business Writing Skills South African Airways 2001

EDUCATION

Diploma – Introduction Micro Computer Academy of Learning Business College– [1996]

Public Relations Institution Management Course UNISA – [Course Discontinued]

Firefighter EMT COJEMS FIRE Johannesburg EMS Certificate

High School Diploma – BANTORI HIGH SCHOOL – [1996]

PERSONAL DETAILS

Nationality: South African

Driver's License: Code 10 Driver’s License

Home Language: S-Zulu

Languages: English, Zulu, Sotho,Tsonga,Shangaan,Venda, Xhosa and Afrikaans

REFERENCES

MISS. MAMELLO BITSOANE

Baggage Senior Supervisor

Mobile 083*******

Mr. Henning Pfisterer

SENIOR SAFETY EMERGENCY PLANNING MANAGER

DIA QATAR AIRWAYS +974********

Contact this candidate