Maria Magagula
Leondale
Summary
Enthusiastic, mature, and friendly individual with a compassionate and honest approach. Demonstrates intelligence, trustworthiness, and reliability in working well under pressure. Genuine passion for helping others and enjoys interacting with diverse individuals. Exceptional communication skills and ability to effectively follow instructions.
Experienced with quality assurance and process optimization. Utilizes knowledge of quality standards to enhance operational procedures. Track record of leading teams to achieve high-quality outcomes.
Overview
2025
2025
years of professional experience
Work History
Leads Customer Quality Supervisor
Nissan South Africa (Pty) Ltd
2022 - Current
- To remain abreast of the latest Nissan products, launches, campaigns, etc
- At all times
- To log all leads on the relevant Nissan software programme
- To ensure a high standard of detailed information regarding leads logged and queries received
- To follow up with customers and all other involved parties timeously
- To liaise with the relevant specialists in situations where specialised information is required in order to assist customers
- To ensure the timeous resolution of lead fulfilment and query management
- To liaise/mediate with Nissan Dealers and Nissan SA on behalf of customers, when required
- To reach a quality rating of 90% for case management and 90% for call quality, as per the SLA
- To reach a productivity level of 95%
- To provide an outsourcing service to the client
- To assist with any ad hoc duties as requested
- Dealing with difficult customers
- Dealing with escalations
- Conducting quarterly performance reviews
- Ensures team members maintain a high customer satisfaction rating
- Providing support to all dealerships
- Assisting in arranging courtesy vehicle for customers
- Providing support for dealerships, with ordering vehicle parts from the warehouse and following up on the delays of vehicle parts
- To provide support by ensuring smooth delivery of vehicles parts to the customer
Travel Agent
Thompson Travels
2020 - 2022
- Arranging flights, insurance and accommodation
- Facilitate travel for multi-destination trips
- Build and maintain relationships with clients
- Promoting and marketing the business
- Dealing with customer queries and complaints
- Providing advice about visas or passports
- Recruiting, training and supervising staff
- Managing budgets
- Maintaining statistical and financial records
- Preparing promotional materials and displays
Flight Controller
Comair Limited
2016 - 2020
- Planning and ensuring adequate resource allocation
- Briefing and de-briefing with the staff daily
- Compile airline statistics for arrival and departure of the flights
- Ensuring that flights run smoothly
- Supervision of all departments during flights
- Dealing with irregularities
- Coordination during flights
- Customer relation with passenger handling
- Staff coverage of flights
- Flight closure, printing of paperwork
- Enforcement of uniform regulations
- Carrying out any administrative duties relating to flight controller functions
- Reason for leaving: The company got liquidated due to the pandemic in 2020
Senior Reservations Consultant
British Airways
2009 - 2015
- Promoting British Airways, Iberia and American Airlines products and services via the appropriate channel (Including phone, web and email)
- Identifying sales opportunities and actively using individual selling and customer service techniques to support; maximise and maintain revenue, whilst maintaining a focus on customer retention and service excellence
- Taking customer flight requests, checking availability, and processing ticket purchases based on desired travel dates, destinations, and fare options
- Providing flight information, answering queries about flight schedules, departure and arrival times, layover details, and aircraft types
- Calculating fares based on applicable rules and explaining different fare structures to customers
- Managing reservations, by modifying existing reservations, including changing flight dates, passenger details, or seat assignments
- Handling cancellations and refunds
- Addressing customer concerns, resolving issues promptly, and providing polite and professional assistance
- Assisting passengers with special needs, such as medical requirements, dietary restrictions, or wheelchair assistance
- Promoting additional services like checked baggage, seat upgrades
- Ensuring accurate passenger information is entered into the airline's reservation system
- Maintaining knowledge of current airline policies, fare rules, and any regulatory changes
- Achievements – 2010 Award The top Revenue Consultant
- 2012 Shining Star Award for outstanding achievement delivering thoughtful Service
- Reason for leaving: Company Retrenchment – British Airways closing down operations in South Africa as part of a global Contact Centre review, which resulted in the closure of the Johannesburg Contact Centre
Hair Extension Technician, Personal Assistant
Salon Centro
2000 - 2008
Apprenticeship
Cabelo Salon
1997 - 2000
Education
Matriculation - English, Biology, Afrikaans, Tswana, Physical Science, Mathematics
Vosloorus Comprehensive School
01.1993
Course - Hairdressing & Cosmetology Services ( Module 1-6) Practical + Theory
Parktown College
01.1996
Skills
- Quality training
- Itinerary planning
- Leadership qualities
- Accuracy and speed
- Relationship management
- Schedule maintenance
- Commitment to quality and service
- Job shadowing
Academic Details
Vosloorus Comprehensive School, 1993, English, Biology, Afrikaans, Tswana, Physical Science, Mathematics, Parktown College, 1995 - 1996, Hairdressing & Cosmetology Services (Module 1-6) Practical + Theory, 1996, 1996, Top 20 Miss Parktown College Finalist, 1996, Certificate of excellence, 1996, Representative for College hair show, 1995, College merit award
Languages
IsiZulu
Personal Information
- ID Number: 7511111017082
- Date of Birth: 11/11/75
- Gender: Female
- Nationality: South African
- Driving License: Code 10
- Marital Status: Married
Timeline
Course - Hairdressing & Cosmetology Services ( Module 1-6) Practical + Theory
Parktown College
Leads Customer Quality Supervisor
Nissan South Africa (Pty) Ltd
2022 - Current
Travel Agent
Thompson Travels
2020 - 2022
Flight Controller
Comair Limited
2016 - 2020
Senior Reservations Consultant
British Airways
2009 - 2015
Hair Extension Technician, Personal Assistant
Salon Centro
2000 - 2008
Apprenticeship
Cabelo Salon
1997 - 2000
Matriculation - English, Biology, Afrikaans, Tswana, Physical Science, Mathematics
Vosloorus Comprehensive School
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