MPILO MENDX MIYA

PROFESSIONAL SUMMARY

Patient professional talented at assisting customers with questions and concerns, entering and updating customer details and managing escalated issues. Enthusiastic and service-oriented individual with exceptional communication and multitasking abilities. Proficient in Microsoft Office, Sabre and Amadeus.

WORK HISTORY

Comair Limited - Customer Service Agent, Flight Controller and 2IC

01/2014 - Current

Ensured flights close on time, arranged assistance for passengers and the Editing of flights 24hrs before departure.

Resolved customer requests, questions and complaints by analyzing individual situations and determining best use of resources.

Provided passenger assistance at check-in counter and gate areas by issuing boarding passes, checking baggage and assigning seats.

Verified identification and travel documents to efficiently board passengers for on-time departure.

Informed clients of essential travel information, such as travel times, transportation connections, medical and visa requirements to facilitate quality service.

Coordinated with ramp agents to successfully store, remove and transport customer baggage.

Responded to over 300 daily caller requests with information about assistance and timeframes.

Conducted departure and arrival briefings.

Updated and communicated flight changes to team members.

Established and updated work schedules to account for changing staff levels and expected workloads.

Assisted team members in resolving customer satisfaction issues.

Monitored check-in duties and personnel to make proactive changes to procedures, workflows and task responsibilities to maintain operations.

Airports Company South Africa - ACSA - Airlines Relations Agent

South Africa

01/2013 - 01/2014

Provided primary customer support to internal and external customers.

Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

Responded to customer requests for products, services and company information.

Answered constant flow of customer calls with minimal wait times.

Facilitated inter-departmental communication to effectively provide customer support.

Maintained flight and events logs and flight operations records of incoming and outgoing flights.

Connected callers with appropriate professional, department or business.

Bizworks Ltd - Contact Centre Agent

01/2012 - 01/2013

Recommended products to customers, thoroughly explaining details.

Entered customer information into customized computer system to document and organize client records.

Helped large volume of customers every day with positive attitude and focus on customer satisfaction.

Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.

Maintained user account data by initiating account access and establishing in database.

Entered customer interaction details in sales system to track requests, document problems and record solutions offered.

Analyzed and escalated complaints, issues and grievances to designated departments for investigation and response.

P & I Projects - Durban Host City Volunteer

01/2009 - 01/2012

Continually sought methods for improving daily operations, communications with clients, recordkeeping and data entry for increased efficiency.

Identified and recommended changes to existing processes to improve accuracy, efficiency and quality service.

Organized logistics and materials for each meeting, arranged spaces and took detailed notes for later dissemination to key stakeholders.

Supported company leaders by scheduling appointments and organizing itinerary.

Increased office participation in special events by creating newsletter with detailed calendars and other office updates.

Managed phone and email correspondence and handled incoming and outgoing mail and faxes.

Liaised between clients and vendors and maintained effective lines of communication.

REFERENCE

MR. J. Doravaloo

Comair Limited Supervisor

032-***-**** / 083-***-****

Ms. S. Ndlovu

ACSA Supervisor

adqbh3@r.postjobfree.com

032-***-**** / 079-*******

Umlazi, Durban, KwaZulu-Natal 4031

074*******

adqbh3@r.postjobfree.com

SKILLS

Documentation and reporting

Complaint resolution

Sales expertise

Report preparation

Customer Accounts Management

Multi-line phone talent

Flight log updates

Data Entry

Multitasking Abilities

Clerical Support

Cultural Awareness

Sabre and Amadeus Check-in/Flight Control Software Proficiency

Microsoft Office Suite proficiency

EDUCATION

2011

Rosebank College

Diploma: Tourism & Tour Operation

2007

High School

National Certificate: Grade 12

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