Lerato Kgwadi
Springs
Summary
A detail-oriented and results-driven professional with over 5 years of experience in quality management, report analysis, and database administration within the travel industry and other fast-paced environments. Proven ability to oversee daily operations, manage information uploads, and ensure data accuracy while adhering to company standards. Strong communication and interpersonal skills, with experience working across diverse teams and cultures. Adept at multitasking, prioritizing, and meeting deadlines with high levels of accuracy and attention to detail. Self-motivated with a passion for continuous learning and improvement.
Overview
21
21
years of professional experience
Work History
Quality Monitoring and Evaluation Manager
ASAPTickets - TreVolution
09.2022 - Current
- Quality Assurance Oversight: Led the Quality Monitoring team to maintain high-quality standards across all reports, emphasizing accuracy, compliance, and thoroughness in all evaluations.
- Data Analysis & Reporting: Created and reviewed bi-weekly and monthly performance reports, leveraging data to provide actionable insights and identify areas for improvement in team performance and operational processes.
- Training & Development: Designed and implemented training programs to enhance the skills and knowledge of the Quality Monitoring team, fostering a culture of continuous learning and development.
- Database Management & Product Support: Responsible for the daily maintenance and support of the database, ensuring accurate and timely upload of information into the operating system in line with company standards and protocols.
- Dispute Resolution: Efficiently managed and resolved disputes related to reporting, collaborating with stakeholders to ensure fair and effective outcomes.
- Communication & Collaboration: Engaged effectively with multiple departments, understanding inter-departmental dependencies to streamline workflows and foster collaboration.
Senior International Flight Purser
South African Airways
01.2006 - 08.2020
- Lead review of passenger information and assignment of cabin crew duties before each flight to ensure smooth operations.
- Ensure cabin crew's Civil Aviation documentation is compliant, meticulously maintained and up to date.
- Oversee completion of aircraft customs and maintenance documents and manage filing of post-flight reports.
- Play a role in training and mentoring new recruits, imparting knowledge and skills critical to their success.
- Foster a culture of continuous improvement by facilitating workshops and training sessions focused on customer service excellence, conflict resolution strategies, and latest safety procedures.
- Act as a vital link between flight deck, cabin crew, and management, promoting seamless communication and collaboration both before and during flights.
- Demonstrate leadership in resolving passenger conflicts and managing medical emergencies, ensuring safety and well-being of all on board.
- Commit to personal and professional growth by actively participating in workshops and training programs to stay updated on new requirements and procedures in the aviation industry.
Customer Service / Reservations Agent
Royal Caribbean Group
05.2003 - 09.2005
- Arranged bookings in collaboration with the sales department for weddings and special events as well as personal travel
- Managed inquiries and assisted guests, travel agents, and travel partners with questions throughout the entire booking cycle
- Managed and closed reservation calls to increase bookings by maintaining astrong knowledge of resort products, services, and facilities.
- Managed and prioritized workloads to meet deadlines and achieve sales targets.
- Qualified leads efficiently
- Conducted targeted outreach to potential guests through email, phone calls, and social media.
- Built and maintained relationships with VIP guests to foster customer loyalty.
Education
Facilitator, Assessor And Moderator Course
Khoali Kgwadi Group
07.2024
Bachelor of Arts: International Relations and Diplomacy -
University of Pretoria
2003
High School Diploma -
Witteberg High School
12.2001
Skills
- Independent and adaptable work ethic
- Team leadership and departmental coordination
- Multitasking in high-pressure environments
- Continuous personal and professional development
- Effective communication and negotiation
- Accuracy and quality assurance
- Cross-cultural team collaboration
- Client relationship management
- Positive and approachable demeanor
- Customer-centric focus and results-driven
Timeline
Quality Monitoring and Evaluation Manager
ASAPTickets - TreVolution
09.2022 - Current
Senior International Flight Purser
South African Airways
01.2006 - 08.2020
Customer Service / Reservations Agent
Royal Caribbean Group
05.2003 - 09.2005
Facilitator, Assessor And Moderator Course
Khoali Kgwadi Group
Bachelor of Arts: International Relations and Diplomacy -
University of Pretoria
High School Diploma -
Witteberg High School
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