ALEXIS DJUMA KITULO
Cape town
Summary
I am a customer service passionate and customers driven. Transcending the customer own perspective of the need as well as fostering a positive lasting relationship. Therefore I combine excellent communication skills; verbal and writing skills, strong analytical skills, Problem solving skills, time management skills to understand and reach the soul of the need and provide an exceptional service to its fullness.
It is all about the customer and remain about the customer need. Bridging the gap between the customer and the product, bridging the gap between the customer and the policy with the unforgettable human touch experience.
As an experienced customer service representative and consultants over 6 years. I have acquired skills in various phases of customer service and within the field. Would appreciate the opportunity to showcase within your organization how I can help meeting its desired targets.
Overview
8
8
years of professional experience
Work History
Customer service support
Allorica Sa
09.2024 - 03.2025
- Company Overview: Transfer WISE: international Online money trans-borders transfer
- Assisting customers with regard of their transfers
- Identifying the reasons behind the delay, rejection of their transfers
- Collecting documents with regards to their verifications, transfers, proof of ownership, personal details and source of their funds
- Escalating cases requiring further team attention such as Anti-money Laundry, Frauds, Verifications, Customer Due diligence, Plastic Fraud, and Appeal
- Reiterating updates to customers regarding their transfers, Account, appeal from internal teams
- Updating customers regarding the time frame of their refunds and transfers
- Addressing customers concerns and complaints as well as resolving issues promptly via email, call and chat
- Updating customer consumer’s file with their current personal information
- Transfer WISE: international Online money trans-borders transfer
Customer Service Sales Consultant & Representative
MindPearl
05.2018 - 09.2024
- Company Overview: MindPearl South Africa Pty Ltd
- QANTAS BUSINESS REWARD Team (June 2022 to Sep 2024)
- Handling business Queries (corporate and third parties companies) group bookings and miles bookings
- Assisting companies with payments reports and expenses on their business profiles
- Update terms and conditions with regards the business campaign to businesses and third parties
- THE PREMIUM, CHAIRMAN, FREQUENT FLYER & GENERAL LINE (Oct 2018 to June 2022)
- Handling reservation queries and first hang customers assistance
- Flight bookings, seats, baggage, across the Qantas network (Australia, Africa, north and south America, Europe and Asia)
- Inbound sales, pricing tickets, completing sales payments, processing refund, and resolving refund issues promptly according to company policies.
- Offering accurate information to resolve issues and responding to inquiries
- Answering inbound calls greet and assist passengers with various needs and questions
- Addressing passenger concerns and complaints and resolving issues promptly via email or call
- Deescalating passenger complaints using specialized communication techniques
- Resolving passenger inquiries, complaints and issues and used problem solving techniques to provide solutions promptly
- Assisting customers of One World alliance of more than 13 Airlines partners
- Booking round the world flight for premium passengers and premium seats request for chairman customers
- Productivity and quality KPI targets met while delivering excellent customer services by implementing best practices in fostering exceptional customer service support and satisfying customers
- Shared insights with management regarding passenger inquiries, concerns and complaints
- Providing solutions, recommendations and replacements with empathy and positive feedback
- Delivering high level of service and support to customers as company ambassador
- Offering products and services to meet customer's needs and goals
- Built strong knowledge of product line to assist customers on selected routes and prices
- Navigating systems to provide special routes and perfect prices
- Gained in-depth understanding of company products, systems and policies to give customers expert support.
- Booking myles bookings for frequent flyer customers across Australia, Europe, Asia, Africa, North & South america
- Escalating frequent flyer customers to relevant teams for further assistance in regard to their needs and follow up
Customer Service Sales Consultant & Representative
Mindpearl Fastjet Airline
05.2018 - 10.2018
- Offering products and services knowledge to customer
- Handling general reservation query for flights tickets, Seats, Baggage across The airline networks within the east and southern Africa region in Swahili and English
- Managed customer escalations to senior staff or management when necessary, ensuring the appropriate level of attention was provided for a resolution.
- Handled high call volumes while maintaining a courteous and professional demeanor.
- Gained in-depth understanding of company products, systems and policies to give customers expert support.
- Developed strong relationships with clients by consistently exceeding expectations in handling requests or concerns.
Barista & Runner
Food Market VnA Waterfront
12.2017 - 05.2018
- Maintained a clean and organized workspace for optimal productivity and safety.
- Promoted a welcoming atmosphere by greeting customers with a friendly demeanor and promptly addressing their needs.
- Offering exceptional roasted coffee to customers
- Assisting other colleagues with with additional stocks and cover up.
- Contributed to a positive team environment through effective communication and collaboration with colleagues.
Costing Prices & Chemical Formulas/Brand Promoter
Sun Factor Labs
06.2017 - 09.2017
- Handling all product chemicals formulas in the factory before their manufacturing.
- Making sure correct measurement of each product is met before being manufacturrd and produced
- As brand a promoter of products in different stores
- Boosted brand awareness by implementing targeted marketing strategies and engaging promotional events.
- Maintained a strong presence at trade shows and industry events to network with potential clients and showcase the brand's offerings.
- Enhanced customer engagement & small traders for increased sales through product demonstrations and personalized interactions.
- Assisted in the development of eye-catching visual merchandising displays to attract customers and drive sales growth.
Education
National Diploma - Civil Engineering
College of Cape Town
Cape-Town, ZA06-2017
No Degree - English Language Enhancement
BRITISH Council
Daressalam , Tanzania09-2015
Skills
- Excellent communication skills(Verbal & Writing)
- Strong problem Solving skill
- Attentive to details
- Target meetings
- Time Management
- Multi-Tasking
- Flexible and adaptability
- Trouble-shooting
- Empathic & Patient
- Customer focus and customer driven
- Interpersonal skills & Leadership skills
- Multi language proficiency
- Self-motivate & Team player
- Initiative to solve problems & Improve work process
- Telephone & Email etiquette
- Conflict resolution
- CRM efficient ( salesforce)
- GDS ( Amadeus native, Aqire, ARD web, Twilio, Raddix)
Languages
French
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)
Swahili
Bilingual or Proficient (C2)
Additional Information
REFERENCE
ALLORICA sa
22 long street, cape town
south africa 8001
Abongile Nzdelu
Associate Lead/ SME
+27 835 264 338
abongilendzelu@alorica.com
MINDPEARL South Africa (Pty) Ltd
7 West Quay Road V&A Waterfront
Cape Town South Africa 8001
Christel Krige HR Generalist
+27 214 406 732 / +27 214 406 751
ckrige@mindpearl.com
FOOD MARKET V&A Waterfront
3 Dock road /cape town 8001
Tracey Leigh smith
HR Generalist and Manager
+27 763 796 367
SUNFACTOR LABS pty
Capricon Business Park, 21 Capricorn Blvd N,
Muizenberg, Cape Town, 7945
Steven Pletts/ CEO owner
+27 837 788 148
iti080898@mweb.co.za
Timeline
Customer service support
Allorica Sa
09.2024 - 03.2025
Customer Service Sales Consultant & Representative
MindPearl
05.2018 - 09.2024
Customer Service Sales Consultant & Representative
Mindpearl Fastjet Airline
05.2018 - 10.2018
Barista & Runner
Food Market VnA Waterfront
12.2017 - 05.2018
Costing Prices & Chemical Formulas/Brand Promoter
Sun Factor Labs
06.2017 - 09.2017
National Diploma - Civil Engineering
College of Cape Town
No Degree - English Language Enhancement
BRITISH Council
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