Thabang Collen Mohlala
Customer Service Agent
Boksburg,GP
Summary
Dynamic professional with a proven track record at South African Airways, excelling in customer service and operational management. Skilled in data reporting and effective communication, I consistently resolved customer complaints, enhancing satisfaction. My attention to detail and reliable driving ensure timely deliveries and compliance with regulations, making me a valuable asset to any team.
Overview
22
22
years of professional experience
Work History
Driver, Warehouse Orders
Skynet
Elandsfontein
07.2025 - Current
- Deliver goods to specified destinations in a timely manner.
- Managed time effectively to meet tight delivery deadlines consistently.
- Navigated routes with relevant map programs and GPS systems.
- Communicated frequently with dispatch to relay route changes and delays impacting customer delivery timetables.
- Drove vehicles safely, obeying traffic laws and transportation procedures to avoid accidents.
forex Consultant
Tourvest Financial Services
OR Tambo International Airport
03.2023 - 07.2024
- Customer Service
- Buying and Selling local Currency (Cash or Card)
- Selling and Buying of Foreign Currency (Cash and Card)
- Transferring of all Currencies between tills
- Till Balancing
- Printing sending and printing end of day reports
- Maintained positive working relationship with fellow staff and management.
- Identified needs of customers promptly and efficiently.
Administrator
South African Airways
SAA HQ
04.2015 - 03.2022
- Provide support function of Voyager service centers worldwide, Agents, Voyager partners and the supervisors
- Ensure that all data receive from Voyager Partners is loaded accurately and sent back to Partner on time specified
- Adhere to service level agreements
- Ensure accurate statistics is given to management
- Ensure batch jobs run at IT are completed and report on theses daily
- Distribute daily, weekly and monthly reports to all relevant Voyager Stations supervisors and managers
- Ensure that all Partners files are backed-up and are saved on the Voyager server
- Maintain and clean up Voyager systems control tables for different partners
- Resolve and provide feedback to outstation user queries and emails
- Download daily, weekly and monthly validation files for Car Rental Partners and send via the file transfer protocol
- Provide electronic billing reports for all Voyager Partners to Voyager finance department
- Managed daily office operations and administrative support tasks.
- Maintained accurate records and files for various partners.
- Performed data entry tasks into computer databases from paper documents.
- Answered incoming calls and responded to customer inquiries.
- Ensured that all paperwork was completed accurately before submission deadlines.
- Responded promptly to customer complaints in a professional manner.
- Created presentations with Microsoft PowerPoint for management team members.
Customer Service Agent
South African Airways
OR Tambo International Airport
11.2010 - 03.2015
- Checked in and boarded passengers efficiently to ensure timely departures.
- Resolved customer complaints and provided timely solutions to enhance satisfaction.
- Assisted passengers with ticketing and reservation inquiries efficiently.
- Managed flight check-in processes to ensure smooth boarding experiences.
- Resolved customer complaints quickly and efficiently.
- Attended training sessions regularly to stay current on new products or services.
- Utilized active listening and communication skills to address customer inquiries and escalate issues to supervisor.
- Verified passports and confirmed passenger details for security compliance.
- Handled administrative tasks related to arrivals and departures meticulously.
- Captured data accurately to maintain updated records of passenger information.
- Provided exceptional customer service, addressing inquiries and enhancing satisfaction.
- Promoted company products and sales during interactions with passengers.
- Coordinated arrival procedures by preparing necessary paperwork promptly.
- Met flights on time to assist customers with check-in and boarding processes.
Passenger Service Agent
Swissport South Africa
Kempton park
09.2006 - 10.2010
- Checked in passengers, issued boarding passes, and assigned seats efficiently.
- Conducted thorough security checks and verified passenger documentation.
- Managed inquiries and resolved complaints to maintain high customer satisfaction.
- Provided flight schedule information and updates on gate changes to travelers.
- Maintained accurate records of passenger manifests and luggage tags.
- Assisted VIP customers from Lufthansa, Swiss HON Circle, and British Airways with check-in procedures.
- Captured data for daily reports to enhance operational efficiency.
- Prepared paperwork for arrivals and departures, ensuring compliance with regulations.
- Monitored passenger traffic flow at the gate area to ensure efficient boarding of aircrafts.
- Weighed luggage and collected fees for excess baggage.
- Worked with personnel in gate area by verifying passenger documents before boarding aircraft.
- Kept passengers informed by announcing important information about itineraries, flights and luggage.
- Carried and operated radio or pager to communicate with airport personnel.
- Assessed passenger's needs and abilities to deploy correct mobility equipment.
- Pushed wheelchairs with passengers through terminal and gate areas to ease transport.
Duty Manager
Tiger’s Eye (Indaba Store)
Kempton park
04.2004 - 08.2006
- Opening the Store
- Customer Service
- Assisting till operators with Cash-Ups
- Transferring and Banking company funds
- Filling and data capturing
- Merchandising and the running of the Store.
- Issuing daily and weekly Reports
- Updating Company data
- Handling sales and Marketing
- Swapping and updating roasters and Leave days
- Managing Stock takes
- Updating company displays
- Reason for Leaving: Offered an Opportunity at Swissport.
- Supervised daily operations to ensure customer satisfaction and service quality.
- Managed staff schedules to optimize team efficiency and coverage.
- Coordinated inventory management and stock replenishment processes.
- Resolved customer complaints promptly to maintain positive relationships.
Education
Basic Computer Course - Typing, MS word, Power Point, Excel, Access & Interpersonal Skills
ABSA City Campus
Johannesburg01.2002
Matric Certificate - Science
Lethulwazi High School
Vosloorus01.1999
Some College (No Degree) - Quality Management
Alison Online College
Kempton ParkSkills
- Customer service excellence
- Vehicle operation
- Route navigation
- Critical thinking and problem solving
- Operational management
- Time management
- Data reporting
- Team collaboration and leadership
- Microsoft Office Suite proficiency
- Attention to detail
- Reliable driving
- Effective communication
- Regulatory compliance
- Exceptional customer service
- Valid Driver's license
On Job Training
- Customer service
- VIP Training
- Servicing People with disabilities
- Voyager systems
- Systems administration
- Travel documents verification
- Interpersonal Skills
- Conflict management
- Dangerous Goods CAT 9
- Forex exchange training
- Customer Retention
- Client management
Timeline
Driver, Warehouse Orders
Skynet
07.2025 - Current
forex Consultant
Tourvest Financial Services
03.2023 - 07.2024
Administrator
South African Airways
04.2015 - 03.2022
Customer Service Agent
South African Airways
11.2010 - 03.2015
Passenger Service Agent
Swissport South Africa
09.2006 - 10.2010
Duty Manager
Tiger’s Eye (Indaba Store)
04.2004 - 08.2006
Basic Computer Course - Typing, MS word, Power Point, Excel, Access & Interpersonal Skills
ABSA City Campus
Matric Certificate - Science
Lethulwazi High School
Some College (No Degree) - Quality Management
Alison Online College