Charity Zawe
Pretoria,South Africa
Summary
With over 10 years of experience in the customer service with a wealth of knowledge to provide and a FAIS certification. i am a dedicated and service oriented individual and I enjoy interacting with people. I am highly adaptable and work incredibly well in fast paced, high pressure environments.
Overview
13
13
years of professional experience
5
5
years of post-secondary education
Work history
Travel Consultant
Consolidated Travel
Durban, KwaZulu-Natal
02.2010 - Current
- Offered exemplary service to new and existing clients, helping to build lasting relationships and secure new travel assignments.
- Prepared comprehensive travel itineraries using accessible formats for customers.
- Used travel agency software to explore customers purchasing options, offering clear comparisons and securing best-possible deals.
- Responded to clients' questions, issues and complaints, thinking creatively to formulate effective solutions.
- Handled large volumes of email enquiries daily, exceeding agency averages.
- Utilised Global Distribution Systems to conduct booking transactions.
- Informed clients about cancellation policy and associated penalties.
- Managed portfolios of High Net Worth clients, providing comprehensive service from pre- through post-trip.
- Advised customers on visas and travel safety.
- Employed active listening and research skills to establish and maintain positive, loyal client relationships.
Claims Assistant
Mehluli Risk Services
Johannesburg, Gauteng
02.2015 - 10.2018
- Determined insurance cover level and relevance for accurate claim assessments.
- Recorded detailed, accurate claim particulars for reliable case notes.
- Gathered, recorded, and distributed complete documentary evidence.
- Kept clients well-informed of claim updates and case progress.
- Achieved established service targets and KPIs with consistently positive client feedback.
- Processed inbound customer calls promptly to meet call-handling timeframe targets.
- Escalated critical claims or complex situations to supervisor for review.
- Provided claims advice to clients, managing expectations and explaining claims processing timelines.
- Handled all claims and communications within established service level agreements.
- Obtained clear photographic evidence to support customer claims.
- Followed up on all client requests and verified resolution.
- Completed general claims administration, reviewing and distributing legal and evidentiary documentation.
- Communicated with clients to gather data and evaluate service needs.
Education
Bachelor of Commerce in Law - Law
Regent Business School
Johannesburg, Gauteng 03.2023 -
FAIS Regulatory Certificate - Insurance
Moonstone Regulatory
Johannesburg, Gauteng 03.2015 - 12.2015
Diploma of Higher Education - Travel & Tourism
Elangeni College
Durban, KwaZulu-Natal 02.2009 - 11.2010
Diploma of Higher Education - Web Design
McMaine School of Computing
Zimbabwe 01.2007 - 11.2008
Certificate - ICDL/Office Admin
Silicon Valley
Zimbabwe 01.2007 - 11.2007
Skills
- Customer service oriented with acute attention to detail, I patiently listen to the customer to understand their needs
- I have strong interpersonal skills, I am able to express myself in a professional manner while maintaining good working relationships with colleagues and clients
- I have good working knowledge on the use of Microsoft Word, Microsoft Excel and Outlook
- I have in depth computer literacy can navigate computer programs such Galileo with ease, I am also a fast learner, I am able to learn how to use computer programs quickly
- I work incredibly well under pressure, I can solve problems while thinking on my feet, this enables me to deal with all clients in a calm and professional manner
- Travel itinerary management
- Fares and ticketing processes
- Accommodation reservation management
- Business travel
- VISA application assistance
Languages
English
Advanced
Shona
Intermediate
Timeline
Bachelor of Commerce in Law - Law
Regent Business School
03.2023 -
FAIS Regulatory Certificate - Insurance
Moonstone Regulatory
03.2015 - 12.2015
Claims Assistant
Mehluli Risk Services
02.2015 - 10.2018
Travel Consultant
Consolidated Travel
02.2010 - Current
Diploma of Higher Education - Travel & Tourism
Elangeni College
02.2009 - 11.2010
Diploma of Higher Education - Web Design
McMaine School of Computing
01.2007 - 11.2008
Certificate - ICDL/Office Admin
Silicon Valley
01.2007 - 11.2007
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