Out door activities such as hiking and horse back riding I enjoy reading, painting and having ice
Jessica Knoetze
Travel And Tourism
Cape Town
Summary
Knowledge and dedicated customer services professional with extensive experience in the airline industry. Solid team player with a positive demeanor and proven skills in established rapport with internal and external customers. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality and process optimization. Articulate and result orientated with exemplary passion for helping others.
Overview
12
12
years of professional experience
Work History
Commercial Executive
Travel Innovation Group
Stellenbosch
11.2022 - 02.2023
- Maximized team efficiency by ensuring company had the best products available for sale and offered fare support to both internal and external customers.
- Provided support and guidance to team members
- Communicated new airline fares, changes, updates to relevant internal and external customers.
- Provided support to any fare queries from internal customers.
- Distributed and priced fares on Amadeus and Fare Retailer.
- Identified outstanding fares that was commercially beneficial for business to promote.
- Assisted GDS bookers with GDS related matters/ Fare loading and training.
- Ensured co-ordination between Fares - Sales - Marketing ran smoothly.
Airline Reservations Team Leader
Mind Pearl SA
Cape Town
02.2020 - 10.2022
- Real-time monitoring of calls to to make sure service levels are met
- Conducted morning huddles with updates from client and previous days performance results
- Monitored and recorded absenteeism and agents adherence to scheduled breaks.
- Liaised with other Team Leaders regarding adherence, performance issues and development needs.
- Communicated performance bi-hourly to teams
- Conducted daily coaching and counseling sessions maintain and improve all areas of performance, productivity, quality, and attendance.
- Conducting regular appraisals to drive KPIs and improve all areas of performance- productivity, quality, attendance, adherence, and conduct.
- Liaised with Management and Client regarding real-time resource allocation, case volumes and case patterns.
- Participated in team meetings, advised management of issues affecting performance and proposing solutions.
- Partnering with training and quality to deliver my findings and turn them into actionable training opportunities.
- Maintained high level knowledge of client markets, products and services.
- Received and resolved escalation level calls from representatives and clients
- Worked flexible hours across night, weekend and holiday shifts
- Demonstrated respect, friendliness and willingness to help wherever needed
Airline Help Desk Agent
MindPearl SA
CapeTown
01.2018 - 02.2020
- Maintained thorough working knowledge and understanding of the client products.
- Assisted internal agents with reservations, changes, refunds, ticketing, fares, client products and Amadeus queries.
- Logged all queries to assist in identifying training gaps on product knowledge and technical skills.
- Provided support for public calls when required by operations.
- Managed general, schedule changes and payment errors queues.
Airline Customer Service Representative
MindPearl SA
Cape Town
06.2016 - 01.2018
- Answer telephone inquiries regarding airline products and services.
- Deal with creating, changing, canceling, adding on and taking payments for domestic and international itineraries.
- Assisted callers with ticketing and refunds requests and queries.
- Corrected errors on reservations
- Identified customer needs and offered personalized experience.
- Up-sold additional products/services and handled call transfers.
- Operated with integrated telephone computers system with accurate efficiency.
- Actively listened to customers, clarified customer issues and determined root cause of problems before transferring to supervisors.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs.
Dairy Co-Ordinater
Drainmen Tygerberg
Cape Town
01.2015 - 02.2016
- Confirmed appointments, communicated with clients and updated client records.
- Used Microsoft Word and other software tools to create documents.
- Delivered services to customer locations within specific timeframes.
- Responded to inquiries from callers seeking information.
- Provided clerical support to company employees by copying, faxing and filing documents.
- Completed paperwork, recognized discrepancies in payments and promptly addressing for resolution
Receptionist./Personal Assistant/ Admin Clerk
Paarl Armed Response
Paarl
01.2011 - 02.2013
- Confirmed appointments, communicated with clients and updated/ maintained client records.
- Managed multiple tasks and met time-sensitive deadlines.
- Answered central telephone system and directed calls accordingly.
- Corresponded with clients through email, telephone and postal mail.
- Greeted visitors in-person.
- Attended and documented all meetings.
- Maintained appropriate filing of internal and external customers.
- Sourced and ordered office equipment and supplies.
Education
High School Diploma -
Girls High School
Paarl, South AfricaN2 Restaurant And Food Services Management - Catering
Boland College
Paarl, South AfricaFront of House Operations - Hotel Management
City And Guilds
Cape Town, South AfricaSkills
Courteous and strong service mindset
Problem solving
Systems and software programs
Coaching and mentoring
Efficient and detail-orientated
Knowledgeable with native Amadeus
Adaptable
Creative Thinker
Trustworthy
Emotional intelligence
Interests
Timeline
Commercial Executive
Travel Innovation Group
11.2022 - 02.2023
Airline Reservations Team Leader
Mind Pearl SA
02.2020 - 10.2022
Airline Help Desk Agent
MindPearl SA
01.2018 - 02.2020
Airline Customer Service Representative
MindPearl SA
06.2016 - 01.2018
Dairy Co-Ordinater
Drainmen Tygerberg
01.2015 - 02.2016
Receptionist./Personal Assistant/ Admin Clerk
Paarl Armed Response
01.2011 - 02.2013
High School Diploma -
Girls High School
N2 Restaurant And Food Services Management - Catering
Boland College
Front of House Operations - Hotel Management
City And Guilds