David Ishmael Lentshwi
Randfontein
Summary
Wish to further my studies through university. Ultimately need to see myself working oversees Motivated professional with a strong background in customer interaction and support. Demonstrates exceptional problem-solving abilities and effective communication skills, fostering positive relationships with clients and colleagues. Committed to continuous learning and adapting to new environments.
Overview
2
2
Languages
20
20
years of professional experience
Work History
Customer Service Executive
Amadeus GTD Southern Africa
05.2017 - 07.2026
- Answer and log calls to Amadeus Customer Service Centre for enquiries.
- Rectified customer issues and notified users before closure.
- Escalate remaining cases to ACO or SMC within agreed SLA timelines.
- Respond to customer contacts within measurable timeframes with suitable resolutions.
- Enhanced contact ownership and first contact resolution rates, contributing to reduced customer follow-ups.
- Monitored call wait times, average talk times, and abandoned calls, leading to improved call handling efficiency.
- Raise local master incidents, set severity levels, and route to SMC.
- Assign incidents to SMC when issues affect multiple customers.
- Communicated LMI details to relevant internal teams to internal teams and brief team leaders on impact.
- Provide telephone support to travel agents for product and process queries.
- Managed portal cases by adhering to troubleshooting protocols, ensuring timely resolutions for customer issues.
- Monitor portal workloads and respond to travel agents’ portal queries.
- Process portal cases in a timely manner according to agreed workflow.
- Manage email duties for the SMC inbox and follow Amadeus standards.
Sales & Ticketing Supervisor
Kenya Airways Ltd.
03.2012 - 05.2017
- Reservations
- International
- Domestic within Kenya
- Administration
- Helping travel agents
- Compiling of Sales Reports
- Ticketing
- Groups Department
- ADM’s Disputes
- Refunds
Ticketing Consultant
Menzies Aviation
11.2010 - 02.2011
- Making flights reservations and performing ticket sales for the contracted airlines.
- Issuing of tickets, MCO, excess baggage and ensuring that they are issued in sequence.
- Reconciling the Sales Reports
- Ensuring that all money collected is secured and banked at the end of business.
- Ensuring that airline procedures and requirements are followed.
- 100% completion of duties as and when required.
- Daily updating of flights.
- Reconciliation and ordering of stock.
- Rebooking of all passengers prior to actual arrival of delayed/disrupted incoming and outgoing flights, making hotel bookings and transportation.
Commercial Support Agent
Qantas Airways Ltd.
07.2006 - 05.2010
- Reservations:
- International
- Domestic within Australia
- Frequent Flyer Bookings
- Administration
- Helping travel agents
- Compiling of Sales Reports
- Ticketing
- MPD’s and PTA’s
Education
Grade. 11 -
Randfontein High School
RandfonteinBusiness Studies (NIC – NSC) - Business English 1st Language, Business Afrikaans 2nd Language, Office Practice, Small Business (Entrepreneur), Computer Practice
Randfontein Campus
RandfonteinTourism N4-N6 - Travel Office Procedure, Travel Services, Communications, Computer Practices, Travel Destinations, Within Africa Fares & Ticketing, Hotel Receptions
Roodepoort Campus
RoodepoortSkills
- Word processing software
- Spreadsheet applications
- Adobe Creative Suite
- Internet research skills
- e-mail communication
Reference
- Caroline Smallwood, Amadeus Southern Africa, General Manager,
+27 82 870 2057
- Kim Morris, People & Culture, Amadeus HR Manager,
+27 11 548 7300,
+27 (0) 83 653 5156
- Mrs. Helena Maxwell, Kenya Airways Pty. (Ltd), Former Area Manager Southern Africa,
+27 82 680 3552
- Ms. Micheala Messner, Qantas Airways Pty. (Ltd), Qantas Airways Manager Africa
Languages
Tswana
Beginner
A1
English
Advanced
C1
Personal Information
- Health Status: Excellent
Timeline
Customer Service Executive
Amadeus GTD Southern Africa
05.2017 - 07.2026
Sales & Ticketing Supervisor
Kenya Airways Ltd.
03.2012 - 05.2017
Ticketing Consultant
Menzies Aviation
11.2010 - 02.2011
Commercial Support Agent
Qantas Airways Ltd.
07.2006 - 05.2010
Grade. 11 -
Randfontein High School
Business Studies (NIC – NSC) - Business English 1st Language, Business Afrikaans 2nd Language, Office Practice, Small Business (Entrepreneur), Computer Practice
Randfontein Campus
Tourism N4-N6 - Travel Office Procedure, Travel Services, Communications, Computer Practices, Travel Destinations, Within Africa Fares & Ticketing, Hotel Receptions
Roodepoort Campus