IMAN FOGGITT
Cape Town
Summary
Experienced professional with over 7 years in customer support and management. Demonstrates a track record of delivering exceptional customer service, fostering strong client relationships, and enhancing operational efficiency. Skilled in communication, leadership, and critical thinking. Seeking diverse roles where strong interpersonal skills and problem-solving abilities can make a significant impact on organizational success.
Overview
13
13
years of professional experience
Work History
Lifestyle Manager (Travel & Dining Specialist)
Ten Lifestyle Management
07.2022 - Current
- Advise premium cardholders via phone, chat, and email on travel and lifestyle requests.
- Design and book individual trips (flights, hotels, villas, rental cars, cruises, private jets, etc.) for premium cardholders, ensuring all needs are met.
- Make reservations with airlines, hotels, and destination agencies.
- Conduct active cross-selling of lifestyle services, promotions, and exclusive events.
- Conduct research and develop proposals for clients.
- Maintain up-to-date member records and build strong rapport.
- Proficient in GDS systems (Amadeus) and TICO certified.
- Started as a Service Ambassador, responsible for detailed information gathering from clients via phone, email, and chat for specialist requests.
- Promoted to Lifestyle Manager, directly assisting clients with planning and booking travel and other lifestyle services, eventually supporting all North American schemes.
Quality Assurance Specialist
Concierge Elite
08.2021 - 07.2022
- Oversaw the quality of service for half of the front desk team, listening to and scoring 200+ calls weekly and providing detailed reports.
- Part of the pilot project for outbound calling, becoming the point of contact for the team and overseeing training and productivity of two outbound call agents.
- Promoted from General Answers Agent to customer service for the largest and busiest clinic within three months.
- Duties included customer service, recruit training, supervising, and quality assurance.
Retentions Account Manager
bOnline Limited
06.2020 - 06.2021
- Handled sales, customer queries relating to IT infrastructure and billing for small UK businesses.
- Specialised in retaining existing clients, upselling, and building/maintaining relationships.
- Developed new techniques and strategies for customer retention, including analyzing customer feedback and explaining new products.
- Handled complaints, applied first call resolution principles, and responded to customer queries in a timely manner.
Customer Resolution Specialist
Amazon Development Center
10.2015 - 03.2020
- Acted as a problem solver for associate and customer escalated issues, providing assistance via chat and dealing with specific escalated customer concerns.
- Assisted customers with technical inquiries and the use of Amazon products and digital services as part of the UK-based Senior Technical Support Team.
- Investigated and prevented customer concession abuses in a specialized department.
- Provided primary level support for content providers, communicating via email, chat, and phone, and utilizing various tools to navigate accounts.
Hostess
Mexico Spur Steak Ranches
01.2014 - 01.2015
- Managed seating/table numbers and collected information from arriving customers.
- Supervised server balance and monitored table turnover to ensure customer satisfaction.
Administration Assistant
Effendi Steelworks
01.2012 - 01.2013
- Provided administrative services, including phone and email correspondence, making copies, and drafting quotations.
- Answered telephone calls to field inquiries from clients, vendors, and other callers.
Education
NQF Level 4 - Mathematical Literacy, English, Afrikaans, Life Sciences, History, Business Studies
Education For Africa
01.2015
Skills
- Computer Proficiency: Fast Typing, Microsoft Word, Excel, PowerPoint
- Core Competencies: Communication, Leadership, Training, Conflict Resolution, Critical Thinking
- Customer Service: Customer Retention, Billing, Sales, Quality Assurance, Problem Solving, Account Management
- Languages: English, Afrikaans
- Travel & Lifestyle: GDS Systems (Amadeus), TICO Certified, Travel Planning & Booking, Dining Reservations, Sightseeing, Personal Assistance
Languages
English
Afrikaans
Personal Information
Date of Birth: 06/17/97
Hobbies and Interests
- Volunteering
- Community Service
- Charity Work
- Sports
- Competing on a Team
- Strength Training
- Creative Arts
- Writing
- Music
- Painting
- Crafts
Timeline
Lifestyle Manager (Travel & Dining Specialist)
Ten Lifestyle Management
07.2022 - Current
Quality Assurance Specialist
Concierge Elite
08.2021 - 07.2022
Retentions Account Manager
bOnline Limited
06.2020 - 06.2021
Customer Resolution Specialist
Amazon Development Center
10.2015 - 03.2020
Hostess
Mexico Spur Steak Ranches
01.2014 - 01.2015
Administration Assistant
Effendi Steelworks
01.2012 - 01.2013
NQF Level 4 - Mathematical Literacy, English, Afrikaans, Life Sciences, History, Business Studies
Education For Africa
Similar Profiles
Jimmy CharakJimmy Charak
Senior Application Support Executive at Ten Lifestyle Management India Private LimitedSenior Application Support Executive at Ten Lifestyle Management India Private Limited
Stephane Mukendi KabuyaStephane Mukendi Kabuya
Voice of customer Manager at Ten Lifestyle UKVoice of customer Manager at Ten Lifestyle UK
Michael ScanlonMichael Scanlon
Park Supervisor at Community & Association Lifestyle ManagementPark Supervisor at Community & Association Lifestyle Management
Wiedaad SamaaiWiedaad Samaai
Product Consultant at SamsungProduct Consultant at Samsung
Zakeer KhanZakeer Khan
Project Manager Services & Repairs at Damen Shipyards CTProject Manager Services & Repairs at Damen Shipyards CT