Fatima Schloss

• Extracting and monitoring various reservation-related reports.
• Extracting the monthly Trial Balance / Income report and submitting to finance department.
• Assist the Contact Centre with administration relating to back office financial transactions.
• Daily capturing of payments as well as submitting cash-up reports to the Finance department (Debtors).
• Applying CapeNature Policies, processes, terms and conditions.
• Administering and liaising with Finance Department regarding the wild card query list.
• Liaising with staff at various levels from different reserves.
• Transacting on bookings (Credit on hold, recons, adjustments, Credit notes, manual charges, applying discounts)
• Mentor junior team members, enabling them to excel in their roles and contribute positively to the overall success of the team.
• Attention to detail and compilation of various reports.
• Working independently and managing well within a high-pressured, deadline driven environment.
• Ensure testing of new applications, enhancements and system functionality relating to the Contact Centre Operations.
• Stand-in for Applications support Engineer during leave periods.
• Acting Contact Centre Manager in absence of line manager during annual leave periods.
• Acting Contact Centre Manager January 2023 - July 2023 due to the post being vacant.
• Acting Marketing and Promotions Manager June 2024 - July 2024 during annual leave.
• Acting Contact Centre Manager November 2024 to date due to the post being vacant.

Contact Centre Manager duties include:

• Managing a fast-paced Contact Centre with a staff compliment of 9 (6 Contact Centre Agents; 3 Interns).
• Managing the Contact Centre Team and the operations of the Contact Centre to ensure a seamless customer journey as well as customer satisfaction and excellent service delivery.
• Improve overall customer service experience by acting upon feedback and understanding the customer's needs.
• Ensure benchmarks are met in terms of call handling times, after-call work time, abandoned call statistics, email response time as well as revenue and call targets.
• Monitor agent productivity via Presence telephony system and ensure 100% functionality at all times in order for the Contact Centre to function at optimum level.
• Ensure high volumes of calls and emails are responded to timeously.
• Arrange Reserve Educationals for the team in order to enhance product knowledge.
• Compliance of Financial and administrative duties within the Contact Centre in terms of reviewing refunds, official use requests and CRS Adjustments on EDMS.
• Ensure payments are received timeously, agents are upselling loyalty programs and other related benefits.
• Analysing and reporting on Contact Centre stats on a monthly, quarterly, and annual basis.
• Monitor and report on revenue growth.
• Report on visitor numbers monthly, quarterly & annually.
• Provide stats and input on Quarterly Board reports.
• Accurate record keeping of all Contact Centre-related matters.
• Regular Quality Assurance sessions and individual feedback to enhance performance and address areas in need of improvement.
• Lead by example, motivate agents and encourage growth.
• Define clear objectives, strategies and goals to increase revenue generation.
• Ensure a structured workflow is maintained based on priority.
• Consistent communication with the Marketing Team regarding upcoming campaigns and promotions.
• Stay abreast of trends and best practices in the Contact Centre Industry.
• Analyse and submit reports to Senior Management for the Executive director.
• Take accountability, resolve complaints and ensure customer retention.
• Adhere to procedures, policies, standards of the entity as well as Terms and Conditions relating to the Contact Centre Operations.
• Ensure annual updating of SOP's.
• Ensure 100% functionality of systems and applications within the Contact Centre.
• Strong communication and interpersonal skills, with the ability to engage effectively with both internal and external stakeholders.

• Making telephonic/emailed/walk-in bookings for multiple reserves.
• Cleary communicating tourism product information to customers, assisting them to make informed decisions.
• Sending automated deposit letters, reserve information and confirmation letters.
• Ensuring payment is received by EFT, Mobicred, SID or credit card.
• Follow up on provisional bookings and outstanding payments.
• Utilising strong problem-solving skills to identify and address customer issues.
• Professional approach via telephone or when meeting walk-in clients
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
• Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
• Liaising with staff from different reserves.
• Applying CapeNature Terms and Conditions always.
• Processing of new wild card applications as well as renewals.
• General admin duties.
• Provide guidance and support to clients booking via the online booking system.
• Administering staff, official use and third-party reservations.
• Acting Contact Centre Manager in the absence of the manager since 2017 during leave periods.

• Making telephonic or emailed bookings/reservations on Eres booking system
• Generating invoices & emailing the invoice to the guest/s via email or fax
• Follow up & Ensure payment is received
• Daily follow up on outstanding payments & deposits due
• Charging credit cards manually and posting payments on the system
• Emailing confirmation vouchers to guests who have paid in full
• Ensure proof of payments are received for payments made via eft
• Drawing up spreadsheets on excel for group / wedding bookings
• Emailing reports to management
• Liaising between the reserve staff and the guest when/if necessary
• General office duties i.e
• Filing, solving queries, faxing/scanning, etc
• Excellent telephone & email etiquette
• Organizing and structuring events such as weddings and birthday parties
• Interacting with clients nationally and internationally
• Working on new systems
• Exposure in the events field such as weddings and parties.
• Financial responsibility
• Experience in various Microsoft programmes

• Capturing of tax copies for billing purposes
• Dealing with clients (on all levels) personally & telephonically
• Responsible for processing data & batching at end of day
• Hand – over of daily processing
• Liaising via email on all levels
• Resolving queries of all sorts
• Working unsupervised in an In-house environment
• Exceeding Customer service
• Liasing with various branches Nationwide & agents locally & internationally
• Daily follow-ups & report back to management & clients
• Arranging of collection & delivery requests
• Typing of documents, letters, faxes etc
• Assisting with quotations & tracking daily
• Excellent typing skills & telephone etiquette to uphold excellent customer service
• Assist with switchboard / reception duties
• Pulling reports in excel & drafting letters & tables in word
• Experience in word, excel, outlook, monsom programs
• Marketing & sales
• Liaising & communicating with hotels & tourists on a professional level
• Managing a newly launched service