NAKEDI WINNIE RAPHUTI

• Self-motivated, with a strong sense of personal responsibility.
• Excellent communication skills, both verbal and written.
• Proven ability to learn quickly and adapt to new situations.
• Skilled at working independently and collaboratively in a team environment.
• Building relationships with new and existing customers (Card Holders)
• Disruptions on BA flights(Downgrades,Disruption)
  • Advertising new products
  • Emails (customer relations and Sales)
  • Recruiting of new business
  Proactively monitored employee and customer feedback to identify
  ways of improving operations and increase profits.
  -Created positive working environments by offering support and
  guidance to staff.
  -Communicated specials, promotions and offers to customers to help
  upsell additional products and increase revenue.
  -Dealt with complex and difficult customer complaints calmly and
  professionally, providing effective solutions for continued customer
  satisfaction.
  -Coordinated meetings with staff before store opening to communicate
  promotions, priorities and tasks to complete.
• Worked well in a team setting, providing support and guidance.
• Managed time efficiently in order to complete all tasks within deadlines.
• Worked flexible hours across night, weekend, and holiday shifts.

Reference : Lawrence Thlako - Comair Limited
Customer Service manager
0828229950

• Recruiting and retaining our Valued British Airways Gold/Silver/Bronze executive club members VIPs, parliament members, and club members.
• Resolving queries and complaints within 24hr time period.
• Planning daily roster to allocate staff for different task.
• Communication via telephone or email for relationship building and updates on schedules.
• Ensuring high British Airways brand by providing high quality and efficient service.
• Partnered in rebranding Special Services team, added services to the team in order to be full package and one stop shop for customers. To be more efficient yet still providing customized services to our valued customers.
• Reference: Lawrence Thlako - Comair Limited British Airways

0828229950

• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Responded to customer requests for products, services, and company information.
• Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
• Managed high call volumes while providing exceptional customer support and maintaining professional composure.
• Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
• Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.

Reference : Thomas Nobela - Nationwide

Manager
0825178180