MRS JUANITA WILLIAMS
119 First Avenue, Grassy Park, Cape Town,WC
Summary
Forward-thinking Senior Specialist equipped with advanced operational and technical knowledge of operations, customer service and stakeholder relationship management. Proven team leader and problem-solver competent in navigating complex situations. Manages assignments, schedules and projects with organized and detail-oriented mindset.
Overview
27
27
years of professional experience
11
11
years of post-secondary education
Work History
Senior Specialist
ACSA
Johannesburg, GP
01.2018 - 01.2021
- Reinforced established quality control standards and followed procedures for optimal customer interactions
- Collected customer feedback and made process changes to exceed customer satisfaction goals
- Developed customer service improvement initiatives to decrease customer wait times
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork
- Identified issues, analyzed information and provided solutions to problems
- Identified and resolved process issues to drive optimal workflow and business growth
- Partnered with cross-functional teams to conduct thorough discovery and due diligence on existing processes
- Collaborated with team to define business requirements for organizational processes, achieve productivity standards and adhere to accuracy standards
- Reviewed and analyzed monthly budget variance and trends
- Recommended updates to current legislation, regulations and policies
- Assisted in recruiting, hiring and training of team members
- Delivered business strategy and developed systems and procedures to improve operational quality and team efficiency
Account Manager: Airlines and Government Agencies
ACSA
Cape Town, WC
01.2017 - 01.2018
- Achieved client satisfaction and loyalty by establishing collaborative relationships, facilitating needs assessment
- Monitored issues carefully and reached out to customers to provide immediate resolution and maintain satisfaction
- Maintained knowledge on aviation products and services to provide optimal service support
- Complied with established internal controls and policies
- Worked with internal stakeholders to facilitate communication and deliver personalized solutions to customers and visa versa
- Completed routine and complex account updates to resolve problems
- Set up new customer accounts and updated existing profiles with latest information
- Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions
Assistant Manager Passenger Services
ACSA
Cape Town, WC
01.2005 - 01.2017
- Developed team communications and information for meetings.
- Collaborated with team members to achieve target results.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved problems, improved operations and provided exceptional service.
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
- Conducted research, gathered information from multiple sources and presented results.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Carried out day-to-day duties accurately and efficiently.
- Prepared variety of different written communications, reports and documents.
Assistant Manager Forecast and Billing
ACSA
Cape Town, WC
01.2000 - 01.2005
- Maintained energy and enthusiasm in fast-paced environment.
- Participated in team-building activities to enhance working relationships.
- Forecasted expenditures and revenues to establish department's financial position by examining and analyzing financial reports and discussing financial data and future requirements.
- Increased customer satisfaction by resolving issues.
- Developed team communications and information for meetings.
- Managed monthly billing process to complete billings and returns to meet company revenue recognition policies.
- Prepared cash flow projections, cost analysis and monthly, quarterly and annual reports.
- Implemented performance reviews and motivational strategies to elevate HR team results.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Managed, trained and motivated personnel to continuously improve knowledge and abilities in [Type] field.
Various Administrative and Finance
ACSA
Cape Town, WC
01.1994 - 01.2000
- Various Administrative and Finance positions ACSA
- Administration
- Debtors
- Creditors
- Capex management
Education
Fundamentals of Organisation and Relationship Systems Coaching – CRR Global -
CRR Global
02.2022 - 02.2022
Executive And Management Coaching (short Course) -
University of Cape Town
09.2021 - 01.2022
MBA -
University of Stellenbosch
01.2015 - 01.2018
N6 Financial Accountant – The Institute of Certified Bookkeepers -
The Institute of Certified Bookkeepers
06.2011 - 01.2014
Management Development Programme -
Gordon’s Institute of Business Science
01.1996 - 11.1996
B. Com - General
University of The Western Cape
02.1990 - 01.1994
Skills
- Analytical and Critical Thinking
Timeline
Fundamentals of Organisation and Relationship Systems Coaching – CRR Global -
CRR Global
02.2022 - 02.2022
Executive And Management Coaching (short Course) -
University of Cape Town
09.2021 - 01.2022
Senior Specialist
ACSA
01.2018 - 01.2021
Account Manager: Airlines and Government Agencies
ACSA
01.2017 - 01.2018
MBA -
University of Stellenbosch
01.2015 - 01.2018
N6 Financial Accountant – The Institute of Certified Bookkeepers -
The Institute of Certified Bookkeepers
06.2011 - 01.2014
Assistant Manager Passenger Services
ACSA
01.2005 - 01.2017
Assistant Manager Forecast and Billing
ACSA
01.2000 - 01.2005
Management Development Programme -
Gordon’s Institute of Business Science
01.1996 - 11.1996
Various Administrative and Finance
ACSA
01.1994 - 01.2000
B. Com - General
University of The Western Cape
02.1990 - 01.1994
Similar Profiles
Zininzi NtandoZininzi Ntando
KEY ACCOUNTS AGENT at ACSAKEY ACCOUNTS AGENT at ACSA
PHUTI MAEKELAPHUTI MAEKELA
Coordinator IT Compliance at ACSACoordinator IT Compliance at ACSA
Tarun SharmaTarun Sharma
Assistant F&B Manager at ACSAAssistant F&B Manager at ACSA