Khethiwe Sibanda
Senior VIP Travel Consultant
Johannesburg,ZA
Summary
Resourceful Travel Consultant passionate about providing dream experiences in leisure travel. Strong research background and love of all things travel. Extensive career in hospitality working with clients pursuing unique vacation adventures.
Overview
19
19
years of professional experience
2006
2006
years of post-secondary education
1
1
Language
Work History
Travel Consultant
FNB Ebucks Travel
GAUTENG
05.2016 - Current
- Booking of Domestic and International tickets
- Booking of Car Hire and Accommodation
- Processing of Refunds
- Changes Modification on Existing bookings
- Answering of Inbound calls with regards to booking requests-ranging between 20-30 phone calls
- Monitoring of emails sent via email and action accordingly
- Checking of bookings allocated to Ques and action accordingly
- Booking of flights hotels car using the Online tool
- Assisting/training of Colleague’s with Complaints and Queries
- Adhere to Client Policies and Contractual Supplier Agreements
- Resolve Client Queries / Complaints
- Eliminate unnecessary financial loss
- Upsell to improve operating margin
- Stay abreast of Role and Industry Knowledge
- Be a Team Player
Travel Consultant
Rennies Travel
GAUTENG
06.2013 - Current
- Booking of Domestic and International tickets
- Booking of Car Hire and Accommodation
- Processing of Refunds
- Changes Modification on Existing bookings
- Answering of Inbound calls with regards to booking requests-ranging from 20-30
- Processing payment for International Hotels
- Monitoring of emails sent via email and action accordingly-ranging from 30-40
- Checking of bookings allocated to Q and action accordingly
- Booking of flights hotels car using the Online tool
- Training new travel bookers of the online tool
- Assisting/training of Colleague’s with Complaints and Queries
- Adhere to Client Policies and Contractual Supplier Agreements
- Resolve Client Queries / Complaints
- Eliminate unnecessary financial loss
- Upsell to improve operating margin
- Stay abreast of Role and Industry Knowledge
- Be a Team Player
Call Centre Agent
FNB
GAUTENG
09.2012 - 05.2013
- Inbound Call Centre managed to take 46-50 calls
- Assisting clients of their Cell Phone banking needs
- Fraud Queries
- Usage of cell phone Bank
- How to use E-Wallet
- How to Access E-Wallet
- Updating of all details on clients profile on service provided
- Promoting of other Services available to the client
Reservations Consultant
British Airways
GAUTENG
11.2010 - 07.2012
- Agents promote BA/IB/AA products and services via the appropriate channel (including phone, web and email), interpreting customer needs, identifying sales opportunities and actively using individual selling and customer service techniques to support, maximise and maintain revenue, whilst maintaining a focus on customer retention and service excellence
- Takes personal responsible for keeping up to date with commercial and strategic initiatives using the resources available in order support the delivery of service excellence
- Motivated towards and focused on achieving individual, departmental and contactBA targets, goals and objectives
- Owns personal development and looks for opportunities to grow and develop skills in order to maximize potential and performance
- Responsible for ensuring accurate acceptance of approved forms of payment including fares, fees, services and other charges
- Makes empowered decisions which take into consideration the balance between the customer and business needs whilst utilizing support from others when required
- Is responsible around working autonomously when needed on a day to day basis
- Adheres to Health and Safety guidelines
- Responsible for ensuring that data protection sensitivity is maintained at all times
- Comply with: Payment Card Industry (PCI) regulations, Data Protection legislation and information security best practice introduced by British Airways
- Maintains confidentiality of customers personal data
Call center Agent
Virgin Mobile UK
01.2010 - 06.2010
- Assist mobile customers with problems like
- Porting to different networks and porting in
- Network
- Loading of Airtime
- Technical problems broken phone
- Texting
- Usage of Blackberry
- All different kinds of mobile issues
- Roaming costs and usages
Team Manager
South African Airways Reservations
06.2009 - 12.2009
- Taking Managerial Calls
- Monitoring and evaluating calls for agents
- Handling a team of 15 Consultants
- Managing the Entire contact centre via central reservations system
- Evaluating punctuality and attendance Daily and sending monthly report to CEO
- Coaching sessions when needed
- Team briefings
- Attending to emails from Airport control for any flight cancellations
- Authenticating of Documents sent via fax and email
- Issuing OK to board for Seaman
Call Centre Agent
South African Airways Reservations
04.2008 - 05.2009
- Answering of calls from passengers
- Changing international and domestic bookings
- Making new bookings and advising fare rules of the tickets purchased
- Voyager information
- Complaints and resolving the issue
- Upgrades
- Advising travel info Visas and Passports
- Travel validity of tickets
- General information about tickets purchased, changes in name not allowed
Sales Consultant
Kodak Braamfontein
GAUTENG
02.2006 - 04.2008
- Sales
- Digital printing
- Film printing
- Cellphone,memory cards printing
Education
Grade 12 - English, Afrikaans, Geography, Home Economics, Travel and Tourism, Business Economics
Hoerskool Bekker
Galileo Training Certificate - Destination Tourism, Management Principles, Communication for Business, Computer Literacy, Air Travel 1, Travel Agency Operations 1, Air Travel 2 A & 2B, Destination 2 A & 2 B, Travel Agency Operations 2, Tourism Products & Services
Rosebank College
01.2006 - 01.2007
Diploma in Travel and Tourism - Au Pair Orientation, Creative Activities, Travel Experiences, Child Health, First Aid, The Au Pair, the Child and Discipline
South West Gauteng College
Skills
Travel arrangements
Documentation preparation
Travel research
Administrative tasks
Fullnames
Khethiwe
Statusofhealth
Good
Personal Information
- Gender: Female
- Nationality: South Africa
- Driving License: Yes
- Marital Status: Single
Timeline
Travel Consultant
FNB Ebucks Travel
05.2016 - Current
Travel Consultant
Rennies Travel
06.2013 - Current
Call Centre Agent
FNB
09.2012 - 05.2013
Reservations Consultant
British Airways
11.2010 - 07.2012
Call center Agent
Virgin Mobile UK
01.2010 - 06.2010
Team Manager
South African Airways Reservations
06.2009 - 12.2009
Call Centre Agent
South African Airways Reservations
04.2008 - 05.2009
Sales Consultant
Kodak Braamfontein
02.2006 - 04.2008
Galileo Training Certificate - Destination Tourism, Management Principles, Communication for Business, Computer Literacy, Air Travel 1, Travel Agency Operations 1, Air Travel 2 A & 2B, Destination 2 A & 2 B, Travel Agency Operations 2, Tourism Products & Services
Rosebank College
01.2006 - 01.2007
Diploma in Travel and Tourism - Au Pair Orientation, Creative Activities, Travel Experiences, Child Health, First Aid, The Au Pair, the Child and Discipline
South West Gauteng College
Grade 12 - English, Afrikaans, Geography, Home Economics, Travel and Tourism, Business Economics
Hoerskool Bekker
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