Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Mpho Malivha

8 Kerk Street, Kempton Park

Summary

Highly experienced Airline customer service professional with over +10 years experience in the aviation industry, currently serving as a supervisor overseeing ground handling operations at LAM Mozambique Airlines . Adapt in leading cross-functional teams, ensuring compliance with airline policies and IATA standards, and coordinating closely with third-party service providers ( such as Menzies Aviation ) to deliver seamless passenger services and ramp operations. Proven track record of excellence in customer service, operational oversight, and team leadership within a high-pressure Airport-Environment.

Overview

17
17
years of professional experience

Work History

Airline Customer Service Representative

LAM Mozambique Airlines
Johannesburg
08.2014 - Current
  • Facilitated seamless coordination between LAM Mozambique Airlines and Menzies Aviation, ensuring efficient passenger and ramp services.
  • Supervised check-in, boarding, baggage handling, and aircraft turnaround activities, ensuring compliance with airline procedures and safety standards.
  • Resolved passenger concerns with professionalism and empathy, enhancing travel experiences and maintaining airline standards.
  • Served as the primary liaison between LAM Mozambique Airlines and Menzies Aviation, ensuring seamless coordination of passenger and ramp services.
  • Monitored ground handling agent performance, providing feedback and addressing operational discrepancies to maintain service quality.

Lost Property Agent

BIDAir Services
Johannesburg
02.2008 - 08.2014
  • Registered and managed AHL, DPR, and OHD reports, providing passengers with timely updates on baggage status using the World Tracer system.
  • Handled baggage services for international airlines, including Lufthansa, Swiss, and Emirates, ensuring efficient management of baggage irregularities.
  • Prepared and submitted monthly baggage statistics to airlines, facilitating improved service delivery and operational insights.
  • Utilized the World Tracer baggage system to trace lost baggage and prepared monthly baggage statistics for airlines.

Information Technology Intern

Gauteng department of health
Johannesburg
08.2008 - 02.2009
  • Managed LAN/WAN installation and network PC setup, including system connectivity, daily backups, and virus protection.
  • Registered and resolved network and PC-related issues by liaising with users.
  • Configured and troubleshoot TCP/IP, DNS, and DHCP to ensure optimal LAN performance.
  • Configured CITRIX to GSSC metaframe server, ensuring seamless integration and functionality.
  • Resolved hardware failures and configured printer settings to ensure seamless operations.
  • Monitored server performance daily to ensure optimal functionality and prevent downtime.
  • Configured and resolved email issues to ensure seamless communication within the organization.

Education

Some College (No Degree) - Information Technology

Information Technology Training Institute
Johannesburg, Kempton Park
11-2012

Some College (No Degree) - Information Technology

IBN Computer School
Johannesburg
12-2002

High School Diploma -

Lwamondo Secondary School
Lwamondo, Tshifulanani
12-2000

Skills

  • Customer service
  • Baggage handling
  • Lost baggage management
  • Network troubleshooting
  • Conflict resolution
  • Performance monitoring
  • Service quality
  • Team collaboration
  • Communication skills
  • Attention to detail
  • Time management
  • Problem resolution
  • Empathy and patience
  • Strong teamwork
  • Verbal and written communication
  • Multi-task management
  • Problem-solving
  • Computer proficiency
  • Creative problem solving
  • Decision-making
  • Microsoft Excel
  • Microsoft office expertise
  • Customer satisfaction measurement
  • Microsoft Office Suite
  • Product knowledge
  • Customer relationship management (CRM)

Languages

English
First Language
English
Beginner
A1

Timeline

Airline Customer Service Representative

LAM Mozambique Airlines
08.2014 - Current

Information Technology Intern

Gauteng department of health
08.2008 - 02.2009

Lost Property Agent

BIDAir Services
02.2008 - 08.2014

Some College (No Degree) - Information Technology

Information Technology Training Institute

Some College (No Degree) - Information Technology

IBN Computer School

High School Diploma -

Lwamondo Secondary School

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Mpho Malivha