Kayline Jeanette Henkeman

Yource — Third-Party Flight Compensation Company

Yource assists passengers in obtaining refunds or compensation for delayed and cancelled flights.

Key Responsibilities:

• Verified passenger documents in accordance with airline requirements.
• Composed and dispatched formal compensation requests to airlines.
• Issued Notices of Default to airlines for overdue or unaddressed claims.
• Reviewed and registered airline responses and correspondence.
• Communicated with airlines to resolve claim-related queries.
• Provided customer support via Live Chat, WhatsApp, and Email.
• Matched and allocated incoming payments to the correct passenger claims.
• Prepared legal-stage claims for Mediation proceedings.
• Analyzed claims data to identify trends and discrepancies, ensuring accurate processing.
• Collaborated with cross-functional teams to resolve complex claims issues efficiently.
• Reviewed and validated claims submissions for compliance with policy guidelines.
• Developed and maintained documentation for claims processing procedures and best practices.
• Trained junior analysts on claims assessment and regulatory requirements.

• Resolved technical issues for customers utilizing Sage 50Cloud software.
• Provided training to clients on software features and best practices.
• Documented customer interactions and technical solutions in CRM system.
• Collaborated with product teams to enhance software functionality based on user feedback.

Key Responsibilities:

• Provided daily technical assistance to clients using Sage 50cloud Accounting software via phone, email, and live chat.
• Diagnosed and resolved software errors, installation issues, and performance problems.
• Guided users through software setup, updates, and data migration processes.
• Assisted customers with accounting functions such as bank reconciliation, journal entries, VAT submissions, and payroll setup.
• Escalated complex issues to higher-level technical teams when required.
• Logged and tracked support cases in the internal CRM system to ensure timely resolution.
• Delivered step-by-step guidance to users on troubleshooting data corruption and backup restoration.
• Educated customers on best practices for data security, user access, and Sage 50cloud features.
• Collaborated with the product and development teams to report recurring software bugs or user concerns.

• Class list ready for 2021
• Collect and count textbooks
• Collect writing books for recycling
• Remove all clutter from classrooms
• Recording and typing of marks
• Assist with struggling learners
• Assist HODs with admin tasks
• Assisting Deputy Principal with inventory, stock register and disposal register
• Playground duties
• Making sure all text books are stamped and numbered
• Helping with cultural codes
• Making sure all learners profiles are sorted
• Covid19 screening and capturing of temperatures everyday
• Supervision (assist teachers)
• Help with athletics
• Drafting school letters
• Assisting with minutes during meetings
• Reason for Leaving: Contract ended
• Reference: Mrs. G Booysen – 0824897168
• Mrs. M Solomons - 0724024864
• Assisted lead teacher in developing and implementing lesson plans to enhance student engagement.
• Supported classroom management by reinforcing rules and fostering a positive learning environment.
• Collaborated with educators to adapt instructional materials for diverse learning needs.
• Monitored student progress and provided feedback to enhance academic performance.

• Email correspondence via Freshdesk (Ticket System)
• Payment allocation proposals to client profiles
• Data capturing through KYC application
• Monthly KPI achievement
• Maintain and manage customer relationships and expectations
• Read, prioritize and respond to customer emails and phone calls
• Support the payments team with payment investigations and allocations
• Verify customer documentation and guide them through the on boarding process
• Maintain the knowledge level required for assigned duties
• Ensure that knowledge is shared amongst all team members to provide exceptional customer services
• Consistently resolve customers’ issues on their first contact within the company
• Adhere to all off-call duties at stipulated time and to be consistent in managing time.
• Exposed to QA processes through supervision of team leaders.
• Promoted to Quality Assurance Administrator: August 2018
• Duties
• Quality administrator is responsible for ensuring that the emails sent out are adhered to the highest quality
• Auditing of completeness of work via the administration system, including outgoing correspondence
• Identifying and reporting of problems areas and trends
• Proactively manages productivity and efficiency
• Identifying training needs with the focus on development of call centre consultants
• Communicating regularly with the line manager in terms of consultant performance and development requirement
• Implementation of quality control, training manuals and guidelines
• Completing scorecards daily across all relevant campaigns in the business
• Maintaining an objective and effective assessment performance system
• Reporting on performance across all areas of the business on a timely and regular basis as follows:
• - New business
• - Error report
• - Daily stats reports
• Reason for leaving: Seeking permanency
• Reference: Glenda Witbooi HR - 0720112599
• Fostered client relationships to ensure satisfaction and retention.
• Provided support for customer inquiries and resolved issues promptly.
• Facilitated onboarding processes for new clients to enhance user experience.
• Analyzed customer feedback to identify areas for service improvement.