Westbury Senior Secondary Highschool
High School Diploma
04.2001
Hi, I’m
Malcolm Patterson
Johannesburg
Summary
Dynamic and dedicated professional with a proven track record at Maphitisi Tours, excelling in safe driving and passenger assistance. Recognized for enhancing customer satisfaction through empathetic communication and effective problem-solving. Committed to maintaining vehicle performance and ensuring timely, stress-free transportation experiences for all passengers.
Work History
Maphitisi Tours
Courtesy Shuttle Driver
2010 - 2014 (4 education.years_Label)
Job overview
- Maintained a clean and comfortable vehicle for passengers, ensuring a positive experience during their journey.
- Fielded inquiries from prospective customers over the phone or in person regarding shuttle services offered by the company.
- Participated in ongoing training sessions to stay up-to-date on industry best practices and enhance professional development.
- Conducted daily vehicle inspections to maintain optimal performance, identifying issues early for prompt resolution.
- Adapted routes quickly based on unexpected road closures or traffic conditions, mitigating potential delays for passengers.
- Collaborated with hotel staff in coordinating guest transportation arrangements for special events or group bookings.
- Effectively resolved any passenger complaints or concerns through empathetic listening and clear communication.
- Handled emergency situations calmly, following proper protocols to ensure passenger safety and security.
- Navigated through high-traffic areas skillfully, minimizing delays while prioritizing passenger safety.
- Assisted passengers with luggage handling, offering exceptional service and creating a welcoming atmosphere.
- Supported fellow drivers during peak periods by covering additional shifts as needed, demonstrating teamwork and flexibility.
- Streamlined pick-up and drop-off processes by effectively communicating with dispatchers and other team members.
- Promoted safe driving practices by adhering to traffic laws and company policies at all times.
- Received consistent positive feedback from passengers on excellent driving skills and customer service abilities.
- Contributed to the company's reputation for exceptional service by consistently providing a pleasant and stress-free transportation experience for passengers.
Cell C Service Provider
Customer Service Representative
2007 - 2008 (1 education.year_Label)
Job overview
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed feedback system for customers to share their service experience, leading to actionable improvements.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
Dial Through International (DTI)
Call Center Supervisor
2002 - 2005 (3 education.years_Label)
Job overview
- Developed training programs to enhance agent skill sets, leading to improved performance metrics across the board.
- Developed process controls and metrics for daily management of call center.
- Increased first-call resolution rates by equipping agents with comprehensive knowledge of products and services.
- Achieved high-quality service levels by continuously monitoring calls and providing constructive feedback to agents.
Edgars Retail Group
Customer Service Representative
1999 - 2001 (2 education.years_Label)
Job overview
- 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.
Education
Westbury Senior Secondary Highschool Johannesburg
High School Diploma
04.2001
Skills
Safe driving
Availability
See my work availability
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Available
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tuesday
wednesday
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sunday
morning
afternoon
evening
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Languages
English
Bilingual or Proficient (C2)
Afrikaans
Bilingual or Proficient (C2)
Timeline
Courtesy Shuttle Driver
Maphitisi Tours
2010 - 2014 (4 education.years_Label)
Customer Service Representative
Cell C Service Provider
2007 - 2008 (1 education.year_Label)
Call Center Supervisor
Dial Through International (DTI)
2002 - 2005 (3 education.years_Label)
Customer Service Representative
Edgars Retail Group
1999 - 2001 (2 education.years_Label)
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