DAVID LEHLONGWANE

• Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
• Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
• Investigated and identified alternative accommodation solutions for customers to provide superior customer service.
• Resolved various issues and discrepancies for customers.

• Evaluate and score on remote and live calls serviced by contact center agents against set company standards
• Provide coaching and mentoring to team to achieve set quality standards
• Identify and report on agent quality and areas of strength and development
• Conduct RCA to identify and close gaps in developmental areas
• Exercised leadership capabilities by successfully motivating and inspiring others.
• Participated in team projects, demonstrating an ability to work collaboratively and effectively.
• Identified issues, analyzed information and provided solutions to problems.
• Applied effective time management techniques to meet tight deadlines.

• Liaised with customers, management, and sales team to better understand customer needs and recommend appropriate solutions.
• Delivered outstanding service to clients to maintain and extend relationship for future business opportunities.
• Supported clients with business analysis, documentation, and data modeling.
• Integrated technology and business operations to identify targeted solutions to customer issues.
• Renegotiated outsourcing contracts to save considerable costs.
• Prepared presentations to explain revisions, enhancements and process improvements of organization's systems and programs.

• Contact Centre Flight Plus
• Agent support, Performance Management
• Customer relations escalations
• Daily administrative duties (agent rostering, operation statistics, reports)
• Agent and Travel agent queries, Hotel and Car liaise
• Vitality, Ebucks Bookings
• GDS:
• Sabre Interact, Openjaw, ERES
• Samantha Stegmann - Travel Services Manager – 011 921 0111

• Flight reservations, changes and Ticketing
• Customer service
• Passenger and Travel agent queries
• GDS:

DUNGOEN DRAGONS PRODUCTIONS– EVENT COORDINATOR

• Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
• Devised processes to boost long-term business success and increase profit levels.
• Negotiated contracts with vendors and suppliers to obtain best pricing and terms.
• Information Exchange, promotions, co-ordinate campaign strategies, networking
• Marketing, -Solutions (I.T Support

• Entered customer interaction details in sales system to track requests, document problems, and record solutions offered.
• Communicated with clients regarding account services, statements, and balances.
• Evaluated customer information to explore issues, develop potential solutions, and maintain high-quality service.
• Educated clients on account services and resolved client inquiries regarding statement information and account balances.

• Managed event logistics and operations.
• Coordinated schedules and timelines for events.
• Managed administrative logistics of events planning, event booking, and event promotions.
• Performed event coordination for larger parties and gatherings.

• Flight reservations, changes and Ticketing
• Processed customer service orders promptly to increase customer satisfaction.
• Queries
• Handling Corporate client accounts
• Check-in, provide travel packages, compiling flight reports, VIP
• GDS
• Client Airlines
• Foreign Airlines (Emirates, Qantas)
• Visa checks, flight bookings (international)
• Flight queries, Hotel bookings for stopover clients, liaising with Cabin Crew and cock pit
• Amadeus, CRM

• Oversaw supply restocking, area cleaning, and product organization.
• Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
• Welcomed customers and helped determine their needs.
• Completed efficient daily opening and closing processes to prepare teams and maintain optimal financial controls.

• Planning, Projectionist, Ticket Sales
• Stock Taking Control,
• Liaison with companies (Ster Kinekor, Nu Metro)
• Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
• Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
• Made hiring recommendations to increase company's productivity and profitability with quality workers.
• Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.