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David Kihani
Cape Town
Summary
Driven and passionate professional with a strong background in customer service and problem-solving. I possess excellent communication skills and thrive in fast-paced environments where attention to detail and customer satisfaction are paramount. My experience in travel bookings and technical support positions me as an adaptable team player, ready to enhance customer experiences and support company goals.
Knowledgeable Operations Agent with proven expertise in managing support work for aircraft. Loads, unloads, and tracks baggage and cargo. Well-versed in obtaining required documentation and implementing safety measures.
Overview
1
1
year of post-secondary education
9
9
years of professional experience
Work History
Customer Support Host Seasonal
Moonspin
09.2025 - 02.2026
- Assisted customers with casino/ sports betting inquiries, accounts, payments and technical issues via chat and email
- Resolved queries promptly, ensuring high satisfaction and compliance with industry regulations
- Build rapport and fostered loyalty theough personalized service and clear communication.
- Provided technical support, escalating complex issues and ensuring tinely follow-up
- Applied fraud checks and safe guard customer information in line with security standards
- Mainted up to date with product knowledge to deliver accurate guidance on events, odds and promotions
- Documented interactions and resolutions to support audits and improve service processes
- Explained bonuses, promotions and gameplay rules
- Investigated fraud cases by analyzing transaction patterns and customer behaviors.
Operations Agent
Travelstart
05.2025 - 09.2025
- Book reservations for travel, hotels, rental cars, and special events, such as tours and excursions. Arrange travel for business and vacation for clients.
- Problem Resolution: Resolve ticketing issues, such as schedule changes or cancellations, by liaising with airlines, and ensuring customer satisfaction.
- Assist customers in booking flights, work out flying routes for customers, and modify schedules.
- Assist passengers via calls, chat, and email inquiries.
- Conducted departure and arrival briefings.
- Processed customer refund requests efficiently and accurately.
- Submitted payments, processed refunds, and updated details in customer accounts.
Senior Customer Service Consultant Fixed Term
Amazon
06.2023 - 01.2025
- Answer customer requests through phone, chat, and/or email — this includes everything from order and product questions to payment methods and website guidance. Help customers with returns, replacements, or lost items.
- Handled fraudulent-related queries.
- Identify the fraud scheme, and quantify losses. Gather evidence to support legal action against the perpetrators. Make recommendations to prevent future occurrences.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed approximately 50 incoming calls and chats per day from customers.
- Analyzed refund requests for compliance with company policies and procedures.
- Processed refund requests efficiently through internal systems.
- Analyzed trends in refund requests to identify potential improvements.
Customer Service Specialist
Lufthansa InTouch
08.2019 - 12.2022
- Managed approximately 50 incoming calls and chats per day from customers. Assisted customers in booking flights, worked out flying routes for customers, and modified schedules.
- Find fare and schedule information, and calculate total travel costs.
- Assist customers with troubleshooting and resolving technical issues. Provide guidance, answer queries, and ensure customer satisfaction through effective problem-solving.
- Handling IT security incidents.
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer's needs.
Customer Service
Various
09.2016 - 08.2019
- Sales Advisor, General Assistant, Waiter
- Developed strong relationships with clients through exceptional customer service skills.
- Improved customer service by projecting friendly and knowledgeable attitude.
- Provided quality customer service to earn satisfaction ratings of 90%.
Education
Private Pilot - Pilot
Stick N' Throttle
06.2021 - 02.2022
High School Diploma -
Brackenfell High School
Cape TownSkills
- Technical Assistance
- Communication Skills
- Travel Planning
- Problem Solving
- Sales techniques
- Fraud investigation
References
References available upon request.
Languages
- French
- English
Timeline
Customer Support Host Seasonal
Moonspin
09.2025 - 02.2026
Operations Agent
Travelstart
05.2025 - 09.2025
Senior Customer Service Consultant Fixed Term
Amazon
06.2023 - 01.2025
Private Pilot - Pilot
Stick N' Throttle
06.2021 - 02.2022
Customer Service Specialist
Lufthansa InTouch
08.2019 - 12.2022
Customer Service
Various
09.2016 - 08.2019
High School Diploma -
Brackenfell High School