Janine Swart
Senior Accounts Assistant
Cape Town
Summary
Dedicated and results-oriented professional with over 10 years of experience within the company, specializing in customer service and financial processes. Strong analytical and problem-solving skills, constantly striving to improve operational efficiency and accuracy. Builds positive relationships with colleagues, promotes clear communication, and supports seamless financial operations.
Overview
11
11
years of professional experience
6
6
years of post-secondary education
Work History
Accounts Assistant
TRIPCO
Cape Town
04.2020 - Current
- Resolved booking-related queries, processed payments, cancellations, and refunds, and provided timely assistance with invoices and document requests.
- Managed EFT, credit card payments, and refunds, ensured accurate reconciliation of payments, and addressed commission calculation discrepancies.
- Monitored and responded to emails in the account's mailbox, maintaining efficient and professional communication.
- Identified and implemented improvements in financial processes, recon processing, and payment linking.
- Handled financial discrepancies, linked payments, and escalated unresolved issues for timely resolution.
- Assisted with completing creditor forms and ensured proper documentation.
- Worked collaboratively to meet deadlines and ensure smooth financial and booking operations.
Customer Service and Flight Booking Agent
TRIPCO
Cape Town
08.2018 - Current
- Collaborated with the team to arrange flights and accommodation, securing bookings through the system.
- Collected and processed payments for travel arrangements in a timely manner.
- Provided clients with advice on visa and passport requirements.
- Distributed tickets and travel documentation to clients.
- Maintained clear communication with clients regarding any changes to their travel plans.
- Addressed and resolved complaints or refund requests promptly and professionally.
Customer Service Agent
TRIPCO
Cape Town
12.2013 - Current
- Maintained strong relationships with guests and establishments, fostering a positive and collaborative environment.
- Communicated and educated guests and establishments on procedures and policies to ensure clarity and understanding.
- Assisted guests with the booking process and provided post-booking support to enhance their experience.
- Resolved guest problems and concerns, ensuring satisfaction and a smooth process.
- Completed tasks before deadlines, contributing to team efficiency and smooth operations.
Customer Service Agent Business Division
TRIPCO
Cape Town
03.2017 - 07.2017
- Maintained strong relationships with business guests and establishments, fostering a positive and professional environment.
- Communicated and educated business guests and establishments on procedures and policies, ensuring clarity and understanding.
- Assisted guests with the booking process and provided post-booking support to enhance their experience.
- Issued pro forma and final invoices for business guests and their companies, ensuring accurate and timely billing.
- Actively resolved problems and concerns raised by business guests, ensuring satisfaction and a smooth experience.
- Completed assigned work before deadlines and in a professional manner, contributing to overall team efficiency.
Establishment Support Liaison
TRIPCO
Cape Town
08.2016 - 03.2017
- Assist hosts in creating and optimizing their property profiles on the booking platform, ensuring all information is accurate and appealing to potential guests.
- Provide hosts with best practices for showcasing their properties, including tips on photography, descriptions, and pricing strategies to enhance visibility and attract bookings.
- Offer ongoing technical support to hosts regarding the use of the booking system, including navigation, updates, and troubleshooting any issues that arise.
- Analyze booking performance metrics for hosts and provide insights and recommendations for improvement, including occupancy rates and guest feedback.
- Help hosts create and implement promotional strategies, such as discounts or special offers, to increase bookings and attract guests during low-demand periods.
- Maintain open lines of communication with hosts, addressing their questions and concerns in a timely manner to foster positive relationships.
- Conduct training sessions or provide resources for hosts to help them effectively manage their listings and understand the booking platform's features.
- Assist hosts in updating their profiles with new information, including amenities, policies, and seasonal offerings, to keep their listings fresh and relevant.
- Gather feedback from hosts regarding their experience on the platform, and relay this information to management to enhance support services.
- Ensure that hosts are aware of and adhere to any legal or compliance requirements related to advertising their properties on the platform.
- Support hosts in resolving issues related to bookings, cancellations, or guest complaints, ensuring a smooth experience for both hosts and guests.
- Foster a sense of community among hosts, encouraging them to share tips and experiences to enhance their advertising success.
After Hours Customer Service Agent
TRIPCO
Cape Town
08.2015 - 07.2016
- Assist guests and establishment owners with last-minute, after-hours emergencies, providing immediate solutions to urgent issues.
- Source alternate accommodation for guests when their original bookings cannot be fulfilled, particularly in stressful and urgent situations.
- Load EFT payments efficiently to ensure timely transactions and maintain smooth operations.
- Monitor daytime agents' inboxes for urgent emails, responding promptly to critical matters that arise after hours.
Accounts Assistant
Tripco
Cape Town
10.2014 - 07.2015
- Accurately allocate payments and maintain organized filing of proof of payments (POPs) and necessary CRM notes for efficient record keeping.
- Prepare and issue invoices for both clients and establishments, ensuring timely and accurate billing.
- Assist in completing the non-payment reconciliation process and locate POPs for older bookings that have not yet been settled.
- Manage and resolve unallocated payments received, ensuring proper accounting and follow-up.
- Engage in email and telephonic communication with guests and establishments to assist with their account queries and provide necessary support.
- Provide guidance and information to guests or hosts regarding financial matters, as needed.
- Conduct debt collecting activities, including following up with debtors to ensure timely payments and maintaining accurate records of outstanding accounts.
Education
High School Diploma -
Afrikaans High School Sasolburg
Sasolburg 01.1999 - 12.2004
Skills
Communication
Ability to Work Under Pressure
Decision Making
Time Management
Self-motivation
Conflict Resolution
Leadership
Adaptability
Detail Oriented
Languages
Afrikaans
English
References
- Jurgens Liebenberg, Travelground/Lekkeslaap, Jurgens@lekkeslaap.co.za, 0815189158
- Lizl Fortuin, Travelground/Lekkeslaap, Lizl@travelground.com, 0212007577
- Kate May Gibbons, Travelground/Lekkeslaap, katenorrisjones@yahoo.com, 0823368923
Timeline
Accounts Assistant
TRIPCO
04.2020 - Current
Customer Service and Flight Booking Agent
TRIPCO
08.2018 - Current
Customer Service Agent Business Division
TRIPCO
03.2017 - 07.2017
Establishment Support Liaison
TRIPCO
08.2016 - 03.2017
After Hours Customer Service Agent
TRIPCO
08.2015 - 07.2016
Accounts Assistant
Tripco
10.2014 - 07.2015
Customer Service Agent
TRIPCO
12.2013 - Current
High School Diploma -
Afrikaans High School Sasolburg
01.1999 - 12.2004
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