Dineo Fakude
Customer Care Consultant
Johannesburg
Summary
I am a goal-driven and results-oriented team player who is reliable, punctual, and experienced in the customer care division, providing support across products and services. I consistently represent myself as a professional ambassador, creating a positive and lasting first impression that reflects the organization's values.
My key strengths include impeccable telephone etiquette, clear and confident communication, and the ability to professionally manage agitated or distressed customers.
Overview
19
19
years of professional experience
4
4
Languages
Work History
Personal Financial Advisor (PFA) Contract
Old Mutual
01.2023
- Help clients to set up their financial goals.
- Collect client’s data or information.
- Prioritize client’s needs ranging from High to Least.
- Recommend solutions.
- Review Clients Profile Product knowledge
- Calling Clients and forming a great working relationship with clients.
South African Airways Call-Reservation Agent Team
02.2024 - Current
I am a dedicated travel consultant with experience in reservations, and customer service. I have a strong understanding of airline systems, fare rules, and schedule changes, and I am committed to delivering accurate, efficient, and professional service to clients.
Documents Control Administrator
Comair (British Airways)
01.2013 - 01.2017
- Ensure documents are up to date online.
- Taking minutes in meetings.
- Uploading and downloading documents.
- Ensuring that books are current and in a usable condition.
- Setting appoints.
- Giving feedback on new processes implemented.
- Compiling books for the library and custodian.
- Creating spread sheets.
- Giving feedback to customer regarding queries.
- Recording the library budget and ensuring that is not misused.
- Ensuring that 3rd parties receive their remuneration on time.
- Placing orders for other departments.
- Ensuring that policies and procedures are adhere to.
- Ensuring that all manuals in the library have the same format and are current.
- Ability to interpret the financial system (billing analyses and process
- Contract Expired
Customer service Agent
Comair (British Airways)
01.2007 - 01.2013
- Close out agent
- Check - in agent
- Boarding gate agent
- Arrival of flights
- Ramp controller agent
- Train the trainer champion
- Post departure of flights
- Craft Train - the - Trainer
- Passenger Handling Category 9 Course
- Contract
Education
Grade 12 (Matric) - English, Setswana, Accounting, Economics, Mercantile Law, Business
Thabajabula High School
01.2006
Computer Literacy
Rand Afrikaans University
01.2003
High School Diploma -
Thaba Jabula Secondary School
Gauteng 04.2001 -
Skills
Communication SkillsClear verbal and written communicationAbility to explain information professionally and confidentlyActive listening to understand customer needs
Customer Service ExcellenceFriendly, patient, and empathetic approachAbility to handle complaints and difficult customers calmlyStrong focus on customer satisfaction
Problem-Solving SkillsAbility to assess situations quickly and offer effective solutionsDecision-making within company policies and procedures
Time Management & MultitaskingAbility to manage high call volumes or multiple queriesPrioritizing tasks efficiently in a fast-paced environment
Attention to DetailAccuracy in capturing customer informationEnsuring bookings, changes, and documentation are correct
Technical & System SkillsConfidence using computer systems and CRM toolsAbility to learn booking systems or internal platforms quickly
Adaptability & ResilienceAbility to work under pressureWillingness to adapt to policy changes and new processes8 Teamwork & ProfessionalismAbility to work well with colleaguesProfessional attitude and reliabilityConflict resolutionUpselling skillsKnowledge of industry regulations (travel, airline, or service-related)Multilingual communication
Interests
Reading, Write, Music, Sport
Timeline
South African Airways Call-Reservation Agent Team
02.2024 - Current
Personal Financial Advisor (PFA) Contract
Old Mutual
01.2023
Documents Control Administrator
Comair (British Airways)
01.2013 - 01.2017
Customer service Agent
Comair (British Airways)
01.2007 - 01.2013
High School Diploma -
Thaba Jabula Secondary School
04.2001 -
Computer Literacy
Rand Afrikaans University
Grade 12 (Matric) - English, Setswana, Accounting, Economics, Mercantile Law, Business
Thabajabula High School
References
- Nhlanhla, Mhlongo, Manager, 011 971 8211, 067 152 032, Comair PTY Limited
- Simon, Seletisha, Manager, 011 861 3425, 067 958 5882, Old Mutual
- Andile, Sithole, Team Leader, 011 978 1111, 1124, SAA
NATIONALITY
South African
Reading
Travel Research
- Researching airlines, routes, visa requirements, and travel trends.
- Keeping up to date with travel advisories and tourism news.