Summary
Work History
Education
Skills
Certification
SeniorSoftwareEngineer
Bohlale (Geraldine) Ratefane

Bohlale (Geraldine) Ratefane

Team Leader: Client / Customer Service
Kempton Park

Summary

I have a strong background in customer service and substantial expertise in the banking, aviation, insurance, and retail industries. A strong team member who is friendly, upbeat, and has a track record of building relationships with customers. Driven to keep customers happy and make a difference in the success of the business. I focus on quality, speed, and process improvement. I have a remarkable drive for building relationships, fostering partnerships, and expanding businesses. This individual is articulate, energizing, and results-oriented. Client service team leader with expertise in managing difficult customer concerns and fostering good experiences. Driven by efficiency, being well organized, and being committed to teamwork, customer happiness, corporate objectives, and sales excellence.

Work History

Facilitator

South African Airways (Corporate Training)
Kempton Park
04.2019 - 08.2020
  • Ensure that costs are responsibly managed in their sphere of influence (telephone costs, printing costs, leave management, etc.)
  • Prepare for training courses in accordance with the training schedule, and keep training aids in good condition.
  • Issue certificates
  • Maintain electronic records of assessment results
  • Timekeeping, clear communication, active listening

Team Leader/Assistant Manager

South African Airways (Baggage Services, Arrivals, Check-in, Boarding gates)
Kempton Park
07.2005 - 03.2019
  • Built strong relationships with customers through positive attitude and attentive response.
  • Mentored and guided employees to foster proper completion of assigned duties.
  • Demonstrated knowledge of company mission and goals and mentored employees in reaching objectives aligned with company core values.
  • Established open and professional relationships with team members to achieve quick resolutions for various issues.
  • Initiated timely response to emails, voicemails and written correspondence.
  • Managed and coordinated irregular operations.
  • Planned departmental roster, timekeeping, and overtime management.
  • People management, staff level management, motivation, and team leadership
  • Efficient and effective utilization of resources.
  • Mentored and coached staff.
  • Managed staff performance and employee relations issues.
  • Recruitment (selections, interviews & appointments).
  • Designed and recommend staff training.
  • Stock room management/safekeeping of valuables.
  • Overseen staff appearance at the front desk/ functioning of equipment and systems.
  • Followed up with the technical departments on any maintenance or technical equipment fault logging until it is resolved.
  • Conducted shift briefings and handovers.
  • Carried out daily, weekly and monthly planning and shift roster.
  • Communicated department objectives, standards and operating procedures to internal and external service providers as per SLA.
  • Maintained a relationship with service providers currently in partnership with the company.
  • Enforced compliance with new procedures and processes.
  • Monitored adherence to Service Level agreements from stakeholders.
  • Created a psychologically safe environment.

Acting Manager

South African Airways (Baggage Services)
Kempton Park
08.2018 - 08.2018
  • Maintained professional, organized and safe environment for employees and patrons.
  • Maintained relationships with customers and suppliers.
  • Monitoring daily activities and mentoring team members.
  • Managing daily Baggage Operation and Team
  • Liaised with outstations
  • Attended management meetings
  • Monitored adherence to Service Level Agreements
  • Managed and coordinate irregular operations

Customer Service Agent

South African Airways (Check-in, Arrivals, Boarding gates)
Kempton Park
07.2002 - 06.2005
  • Provided primary customer support to internal and external customers.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • General Customer Service
  • Ticketing & check-in queries
  • Verified travel documentation
  • Checked-in passengers and their baggage
  • Met & boarded flights
  • Assisted special passengers (unaccompanied minors & Medical passengers)

Call Centre Agent (inbound and Outbound)

Mutual & Federal (Short Term Insurance)
Johannesburg
05.2001 - 06.2002
  • Collaborated with team members to achieve target results.
  • Actively listened to customers' requests, confirming full understanding before addressing concerns.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Worked with customers to understand needs and provide excellent service.
  • Maintained excellent attendance record, consistently arriving to work on time.
  • Maintained the debit order system.
  • Cleared and followed up on unpaid policies.
  • Liaised with banks, brokers, and branches.
  • Traced delinquent customers and lost payments.
  • Data capturing: updating customer information.

Credit Controller:( Inbound and Outbound)

ABSA Card Division (Arrangement dept., Authorizations Call Center)
Pretoria
01.1997 - 04.2001
  • Offered friendly and efficient service to customers, handled challenging situations with ease.
  • Identified issues, analyzed information and provided solutions to problems.
  • Learned new skills and applied to daily tasks to improve efficiency and productivity.
  • Resolved problems, improved operations and provided exceptional service.
  • Actively listened to customers' requests, confirming full understanding before addressing concerns.
  • Participated in team-building activities to enhance working relationships.
  • Collections of payments on credit cards that are in arrears.
  • Maintenance of client’s portfolios and the debit order system.
  • Branch & client liaison and approval or decline of purchases.
  • Running credit updates and closing paid-up credit cards.
  • General customer service and filling collection documents.
  • Traced lost payments & delinquent customers and re-issuing of a new credit card.
  • Liaised with other banks for security checks.

Sales Consultant

Edgars
Sandton
01.1996 - 12.1996
  • Provided sales and customer service assistance.
  • Responded to telephone and in-person requests for information.
  • Maintained organized, presentable merchandise to drive continuous sales.
  • Maximized customer retention by resolving issues quickly.
  • General Customer service.
  • General Administration.
  • Contacted buyers for new inventory.
  • Data capturing – new accounts & updating client’s information.
  • Stock taking.

Education

Bachelor of Honours in Business Management - Human Resources Management

University of South Africa
Pretoria, South Africa
01.2021 - Current

National Diploma in Management - Management

University of South Africa
Pretoria, South Africa
01.2007 - 09.2017

Skills

Staff Management

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Certification

Aviation Security Manager- Level 3-Airport, Cargo Learning Academy, (21AV3A0005), Exp.: April 2023

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Bohlale (Geraldine) RatefaneTeam Leader: Client / Customer Service