Mpilo Mendx Miya
Durban
Summary
Patient professional talented at assisting customers with questions and concerns, entering and updating customer details and managing escalated issues. Enthusiastic and service-oriented individual with exceptional communication and multitasking abilities. Proficient in Microsoft Office, Sabre and Amadeus.
Energetic and personable with natural ability to connect with clients and provide exceptional customer service. Possesses strong communication and problem-solving skills, with foundation in understanding customer needs and offering tailored solutions. Committed to delivering positive outcomes and enhancing customer satisfaction.
Overview
12
12
years of professional experience
2011
2011
years of post-secondary education
Work History
SERVICE CONSULTANT
Momentum Metropolitan Holdings
11.2022 - Current
- Identifying risks to the company & escalate accordingly
- Engaging in effective communication & delivery to ensure client retention & satisfaction
- Obtaining & maintaining broad product and industry knowledge in order to effectively & accurately respond to customer queries
- Ensuring service level agreement are met & exceeded at all times
- Providing first time resolution on queries of a complex nature
- Dealing promptly with client requests on a competent efficient & professional manner
- Driving and supporting effective teamwork within the department
- Engaging in appropriate training interventions to promote own professional development
- Ensuring to demonstrate the company’s values on a daily basis
- Recording of all queries & interactions with customers onto the workflow system
- To ensure the required turnaround time is met
- To ensure that all correspondence sent out is of the highest quality
Customer Service Agent, Flight Controller and 2IC
Comair Limited
09.2014 - 09.2021
- Ensured flights close on time, arranged assistance for passengers and the Editing of flights 24hrs before departure
- Resolved customer requests, questions and complaints by analyzing individual situations and determining best use of resources
- Provided passenger assistance at check-in counter and gate areas by issuing boarding passes, checking baggage and assigning seats
- Verified identification and travel documents to efficiently board passengers for on-time departure
- Informed clients of essential travel information, such as travel times, transportation connections, medical and visa requirements to facilitate quality service
- Coordinated with ramp agents to successfully store, remove and transport customer baggage
- Responded to over 300 daily caller requests with information about assistance and timeframes
- Conducted departure and arrival briefings
- Updated and communicated flight changes to team members
- Established and updated work schedules to account for changing staff levels and expected workloads
- Assisted team members in resolving customer satisfaction issues
- Monitored check-in duties and personnel to make proactive changes to procedures, workflows and task responsibilities to maintain operations
Airlines Relations Agent
Airports Company South Africa - ACSA
01.2013 - 01.2014
- Company Overview: South Africa
- Provided primary customer support to internal and external customers
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Responded to customer requests for products, services and company information
- Answered constant flow of customer calls with minimal wait times
- Facilitated inter-departmental communication to effectively provide customer support
- Maintained flight and events logs and flight operations records of incoming and outgoing flights
- Connected callers with appropriate professional, department or business
- South Africa
Education
Diploma - Tourism & Tour Operation
Rosebank College
National Certificate - Grade 12
High School
Skills
- Documentation and reporting
- Complaint resolution
- Sales expertise
- Report preparation
- Customer Accounts Management
- Multi-line phone talent
- Flight log updates
Timeline
SERVICE CONSULTANT
Momentum Metropolitan Holdings
11.2022 - Current
Customer Service Agent, Flight Controller and 2IC
Comair Limited
09.2014 - 09.2021
Airlines Relations Agent
Airports Company South Africa - ACSA
01.2013 - 01.2014
National Certificate - Grade 12
High School
Diploma - Tourism & Tour Operation
Rosebank College
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