Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Farhana Amra

Cape Town

Summary

Committed and dedicated job seeker with over 17 years of Customer Care, various GDS systems knowledge, Sales and Supervisor experience with a history of meeting company and Customers needs and wants, with consistent and organized practices. Skilled in working under pressure, Delivering services, Verbal and written communication, Time Management, attention to detail and adapting to new situations and challenges to best enhance the organizational brand.

Overview

15
15
years of professional experience
1
1
Certification

Work History

Travel Consultant

Travel with Time
Cape Town
02.2024 - Current
  • Respond promptly to customer inquiries via phone, and email.
  • Research new destinations and attractions to expand product portfolio.
  • Provide customers with detailed information about travel destinations and packages.
  • Develop customised travel plans to meet customer needs and preferences.
  • Monitor competitors' prices and offerings to maintain a competitive edge in the market.
  • Create quotations and itineraries for customers, including flight bookings, car rentals, and hotel reservations.
  • Process payments from customers using a variety of methods such as credit cards, cash or Eft.
  • Provide support during pre-trip preparations such as visa applications and country information.
  • Provide exceptional customer service, resolving any travel-related issues promptly.
  • Maintain relationships with travel partners and vendors.
  • Capture reports on sales performance metrics.

Flight Consultant (Contract)

SA Rugby Travel(Tourvest)
Cape Town
05.2023 - 11.2023
  • Actioning Tour Consultants' emails for flight quotation''s, changes in flight, meal requests, seat requests, and ad hoc requests for Domestic and International travel.
  • Conducting research on the GDS system (Amadeus) for best routes, fare prices, route changes, policies, and procedures associated with flights.
  • Quoting and emailing flight recommended.
  • Reserving and taking payment for flights.
  • Ticketing and emailing all flight reservation confirmations.
  • Actioning the GDS system Ques for any Airline schedule changes or any other changes.
  • Data capturing and Reconciliation of all sales done.
  • Meeting and Greeting guests for outbound and inbound travel.
  • Networking with Airlines and Consultants.
  • Overseeing all reservations and Ticketing needs for an average of 3000 customers booked through SA Rugby travel for the Rugby World Cup 2023.
  • Manually fare-build pricing according to some Airline agreements.
  • Follow up with Tour Consultants on quotations.
  • Providing excellent customer service to Tour consultants to avoid losing revenue.
  • Effectively Identified potential problems and rectified solutions with Management.
  • Received many high praises and good gestures from Customers and Consultants for work done to deliver goals and achieving results.

Customer Sales and Service Supervisor

Comair
Cape Town
07.2009 - 06.2022
  • Paying attention to and identifying customers who are booked on the Airline system, ensuring revenue is received and customer name, surname, reference number, flight, and date are correct to proceed to check-in and boarding of the customer.
  • Adhering to Airline and Airport rules and regulations when accepting customer onto flight.
  • Advising customers of security and safety procedures of Airline and Airport.
  • Making reservations and Airline sales.
  • Assisted with customer requests and answered questions to improve satisfaction.
  • Exceeded customer satisfaction by finding creative solutions to problems.
  • Worked with cross-functional teams to achieve goals.
  • Approached customers and engaged in conversation through the use of effective interpersonal and people skills.
  • Maintained updated knowledge through continuing education and advanced training.
  • Identified the needs of customers promptly and efficiently.
  • Achieved cost savings by developing functional solutions to problems.
  • Modified existing software systems to enhance performance and add new features.
  • Displayed strong telephone and face-to-face etiquette, effectively handling difficult customers.
  • Understood and followed oral and written directions.
  • Recognized by management for providing exceptional customer service.
  • Exceeded targets with regards to upsell products.
  • Interaction with customers to prompt customer Ticket sales and other sales.
  • Research and analyze market sale trends and customer behavior.
  • Supervised a team of 40 employees and delegated duties and responsibilities to each member.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Addressed areas that needed improvement and observed the team's performance.
  • Consulted with customers to resolve service and billing issues.
  • Resolved escalated customer issues promptly while maintaining high satisfaction ratings.
  • Assigned, trained, and managed service staff to ensure quality customer service.
  • Conducted weekly meetings with team members to discuss goals and objectives.
  • Discussed job performance problems with employees, identifying causes and issues to find solutions.
  • Developed incentive programs designed to motivate staff members toward achieving organizational goals.
  • Established clear expectations for employees in terms of job duties and responsibilities.
  • Delivered exceptional customer service and handled inquiries and complaints.
  • Guided best practices related to customer service processes.
  • Maintained knowledge of current promotions, exchange guidelines, payment policies, and security practices.
  • Maintained comprehensive records of employee attendance, performance reviews, and disciplinary actions taken.
  • Delegated work to staff, setting priorities and goals.
  • Recommended solutions related to staffing issues and proposed procedural changes to managers.
  • Analyzed customer feedback data to develop strategies for improving service levels.
  • Aided onboarding team members with one-on-one training sessions.
  • Consulted with managers to resolve problems relating to employee performance, office equipment, and work schedules.
  • Trained employees on best practices and protocols while managing teams to maintain optimal productivity.
  • Built strong relationships with customers through effective communication skills.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Delegated and monitored staff duties
  • Delegated rostering of staff shortage in roles most suitable.
  • Interpreted and explained work procedures and policies to brief staff.
  • Identified training needs among staff members and provided appropriate coaching sessions.
  • Upheld quality control policies and procedures to increase customer satisfaction.
  • Reviewed reports on employee attendance, productivity, and effectiveness to evaluate performance.
  • Improved customer service wait times to mitigate complaints.
  • Guided employees in handling difficult or complex problems.
  • Coordinated with other supervisors, combining group efforts to achieve goals.
  • Set up and activated customer accounts.
  • Fielded customer complaints and queries, fast-tracking for problem resolution.
  • Collaborated closely with upper management on special projects aimed at increasing profitability.
  • Coordinated with other departments to resolve customer complaints promptly and effectively.
  • Escalated customer concerns, issues, and requirements to Managers for immediate rectification.
  • Monitored the daily performance of team members to ensure compliance with company standards.
  • Researched and prepared reports required by management.
  • Performed regular inspections of work areas to identify potential safety hazards.
  • Implemented departmental policies and standards in conjunction with management to streamline internal processes.
  • Educated customers on special pricing opportunities and company offerings.
  • Developed strong customer relationships to encourage repeat business.
  • Answered inbound calls, chats, and emails to facilitate customer service.
  • Reconciliation of all sales totals to support the accounting team.
  • Networking with other Airlines, Accomowith the assistance-accommodations of customers in flight disruptions.

Education

Diploma - Retail Travel And Tourism

Damelin
Durban
01-2005

Certificate - National Senior Certificate With Bachelors Pass

Isipingo Secondary
Durban
12-2003

Skills

  • Customer Care and Sales
  • Time Management and Organisation
  • Reservations, Fares, and Ticketing
  • Various GDS systems
  • Ms word, excel, and PowerPoint, Teams, Webex, zoom
  • Leadership skill
  • Problem-Solving
  • Attention to Detail

Certification

05/2024

Certificate, Amadeus Novice Course

ETF Training, Johannesburg

11/2023

Certificate, Supply Chain Management

Alison, South Africa

01/2023

Certificate, Advance Research and Information Management

Ditesela Workers Education Institute, Johannesburg

01/2016

Certificate, Airport Operation Leadership

Comair, Johannesburg

01/2016

Certificate, Aviation Commercial Management

Cranfield Aviation Training, Johannesburg

01/2015

Certificate, Amadeus International Fares and Ticketing

Comair, Johannesburg

01/2015

Certificate, Close out (Flight Monitoring)

Comair, Cape Town

01/2012

Certificate, Employment Equity

Comair, Johannesburg

01/2012

Certificate, Sabre

Comair, Cape Town

01/2010

Certificate, Amadeus Domestic Fares and Ticketing

Comair, Johannesburg

2008

Certificate, Customer Care

Comair, Johannesburg

04/2007

Certificate, World Span

Nationwide, Johannesburg

Timeline

Travel Consultant

Travel with Time
02.2024 - Current

Flight Consultant (Contract)

SA Rugby Travel(Tourvest)
05.2023 - 11.2023

Customer Sales and Service Supervisor

Comair
07.2009 - 06.2022

Diploma - Retail Travel And Tourism

Damelin

Certificate - National Senior Certificate With Bachelors Pass

Isipingo Secondary

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Farhana Amra