Lana Anika Walbrugh
Customer Service Consultants
Cape Town
Summary
Dynamic customer service professional with a proven track record at Lufthansa Airlines, excelling in problem-solving and active listening. Enhanced customer satisfaction through effective communication and product knowledge, leading to increased loyalty and positive feedback. Recognized for managing high-stress situations while maintaining professionalism and achieving exceptional service outcomes.
Overview
26
26
years of professional experience
2
2
Languages
Work History
Customer Service Representative
Dc Experts
06.2022 - Current
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
Sales Support Administrator
Bs Marketing
08.2020 - 12.2022
- Liaised with finance department to ensure timely invoicing and collections for completed transactions.
- Provided exceptional customer service, addressing inquiries and resolving issues promptly.
- Assisted in tracking competitor activities to maintain awareness of market trends and develop strategies accordingly.
- Assisted in the development of sales presentations and proposals, resulting in higher close rates.
Customer Service Representative
Capita
06.2018 - 04.2019
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Data Entry Clerk
Debt Works
02.2016 - 12.2017
- Completed data entry tasks with accuracy and efficiency.
- Organized, sorted, and checked input data against original documents.
- Sorted documents and maintained organized filing process.
- Verified accuracy of data entered into system to produce error-free reports.
Reservations Consultant
Intercape Mainliner
11.2010 - 07.2015
- Enhanced customer satisfaction by efficiently handling reservation inquiries and providing accurate information.
- Assisted in the development of user-friendly online booking platform, improving overall customer experience.
- Assisted management in developing strategic plans based on historical booking patterns, anticipating future needs and opportunities for growth.
- Negotiated group bookings for corporate clients, resulting in increased revenue for the company.
- Provided exceptional customer service at every interaction point, resulting in positive reviews from clients and a strong reputation within the industry.
Reservation Associate
Timelinx
03.2008 - 08.2010
- Streamlined reservation processes for improved accuracy and guest experience.
- Collaborated with team members to ensure seamless reservation management and guest satisfaction.
- Managed high call volume while maintaining a professional demeanor and providing accurate information.
- Participated in ongoing training programs designed to improve job performance.
Reservation Agent
Lufthansa Airlines
02.2000 - 11.2007
- Provided customers with information about availability and pricing.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Maintained high levels of efficiency by managing multiple phone lines and email correspondence for reservation requests and adjustments.
Education
Diploma - Travel And Tourism
Academy Of Learning
Mossel Bay, South Africa 04.2001 -
Diploma - Computer Application
Academy Of Learning
Mosselbay 04.2001 -
Skills
Customer service
Problem-solving
Active listening
Product knowledge
Timeline
Customer Service Representative
Dc Experts
06.2022 - Current
Sales Support Administrator
Bs Marketing
08.2020 - 12.2022
Customer Service Representative
Capita
06.2018 - 04.2019
Data Entry Clerk
Debt Works
02.2016 - 12.2017
Reservations Consultant
Intercape Mainliner
11.2010 - 07.2015
Reservation Associate
Timelinx
03.2008 - 08.2010
Diploma - Travel And Tourism
Academy Of Learning
04.2001 -
Diploma - Computer Application
Academy Of Learning
04.2001 -
Reservation Agent
Lufthansa Airlines
02.2000 - 11.2007
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