MONADI NELSON MASHAKO
Customer Service Agent
Brakpan
Summary
Experienced and driven customer service professional with a proven track record of helping to lead companies to further success with effective marketing and superb customer service skills. Possesses excellent communication skills, allowing for the cultivation of positive and mutually beneficial business relationships. A passion for providing top rated assistance to clients while constantly striving to honor the mission of a company. A leader with an outgoing attitude perfect for acting as a liaison between clients and the company.
Overview
8
8
years of professional experience
3
3
years of post-secondary education
3
3
Languages
Work History
Airport Customer Service Agent
Nas Colossal Aviation Services
Kempton Park
05.2021 - Current
- Resolved customer requests, questions and complaints by analyzing individual situations and determining best use of resources.
- Operated specialized weighing and screening equipment to weigh and screen passenger luggage.
- Coordinated with ramp agents to successfully store, remove and transport customer baggage.
Passenger service agent
Bidair services (PTY) LTD
12.2017 - 08.2020
- Baggage Handling
- Assist passengers with special needs
- Perform customer service-related functions
Call centre agent
Avis Budget Rent A Car
Isando
10.2015 - 11.2016
- Create new reservations
- Amend existing reservations
- Extend open rental agreement contracts
- Recognized and documented trends in customer calls to facilitate process improvements.
- Escalated complex matters to management to request information or appropriate action to resolve.
- Attended training to stay up to date with new products and service offerings.
- Developed understanding of client's business and supported procedures and adherence to service agreements.
- Placed orders, located products and services and troubleshot issues to meet customer needs.
- Supported customers by managing Number calls per day efficiently while maintaining professionalism and upbeat tone.
- Connected callers with appropriate professional, department, or business.
- Handled customer escalations professionally, upholding positive team reputation and maintaining satisfaction.
- Responded to customer inquiries with patience and positivity to establish excellent first impression.
- Entered customer information, inquiries and resolutions in company systems for performance tracking and service review purposes.
Education
Business Administration Services NQF3 -
THE ICHAF TRAINING INSTITUTE
Sandton 02.2016 - 11.2016
National Certicate N4- N6 - Travel &Tourism
EKURHULENI EAST COLLEGE (TVET)
Springs 01.2013 - 04.2015
Skills
SKILLS & COMPETENCIESOrganizational skillsCustomer service skillsTechnical skillsInterpersonal skillsExcellent written and verbal communication skillsProblem-solving skillsProficient in using Microsoft Office
Passenger assistance
Passenger assistance
Reservations and ticketing
Friendly service mentality
Telephone reservations
Excellent Communication
Data Entry
Active Listening
MS Office
Attention to Detail
Teamwork and Collaboration
Timeline
Airport Customer Service Agent
Nas Colossal Aviation Services
05.2021 - Current
Passenger service agent
Bidair services (PTY) LTD
12.2017 - 08.2020
Business Administration Services NQF3 -
THE ICHAF TRAINING INSTITUTE
02.2016 - 11.2016
Call centre agent
Avis Budget Rent A Car
10.2015 - 11.2016
National Certicate N4- N6 - Travel &Tourism
EKURHULENI EAST COLLEGE (TVET)
01.2013 - 04.2015