NOMTHANDAZO NKOSI
Reservations Consultant
Johannesburg
Summary
Diligent reservations consultant with comprehensive background in managing reservations, providing exceptional customer service, and coordinating booking details. Successfully streamlined reservation processes, enhancing customer satisfaction and operational efficiency. Demonstrated expertise in resolving booking issues and maintaining detailed records.
Overview
11
11
years of professional experience
3
3
years of post-secondary education
Work History
Call Centre Reservations Consultant
South African Airways
Johannesburg
09.2023 - Current
- Flight Bookings: Create and manage flight bookings for Reservations and Voyager departments using Amadeus.
- Customer Communication: Advise customers of schedule changes via phone and email.
- Booking Modifications: Make changes to existing Voyager and Reservations bookings using Amadeus.
- Manual Calculations: Perform manual calculations for existing bookings as needed.
- Query Resolution: Handle escalated customer queries and provide timely resolutions.
- Payment Processing: Process flight bookings using the PayU payment system.
- Enhanced customer satisfaction by efficiently handling reservation inquiries and providing accurate information.
Fraud Detecting Agent
South African Airways
05.2014 - 03.2020
- Credit Card Verification: Contact banks to obtain Credit Card Code 10 verification.
- Authentication: Authenticate customers' credit cards using CyberSource and Amadeus systems.
- Fraud Detection: Review internet and Call Centre bookings to detect potential credit card fraud.
- Queue Management: Manage and resolve issues in CyberSource system queues.
Call Centre Agent
South African Airways
11.2013 - 05.2014
- Handling escalated queries from customers
- Making new flight reservations
- Making changes to existing flight bookings
- Analyzing risk on flight bookings and informing Cyber Source department
- Calculating changes for existing bookings
- Assisting Line manager with monitoring agent's behaviors
- Processing payments on new flight bookings
Education
High School Diploma -
Malvern High School
Johannesburg 01.2012 - 06.2012
Call Centre Certificate -
Call Force
01.2008 - 12.2008
Passenger Handling -
South African Airways Park
Kempton Park 09.2013 - 09.2013
Res-Gui Training -
South African Airways Park
Kempton Park 10.2013 - 10.2013
Voyager Training -
South African Airways Park
Kempton Park 01.2024 - 12.2024
Skills
Communication
Customer Service
Time Management
Risk Identification/Prevention
Fraud Detection
Tech Savvy
Organized
Multi-Tasking
Detail Orientated
Business Acumen
Business Writing
Administration
Secondaryeducation - Completionyear
2012
Trainingcertificates
- Call Centre Certificate, 2008
- Passenger Handling, 09/01/13
- Res-Gui Training, 10/01/13
- Voyager Training, 01/01/24
Other
Code 10 Driver's License with PDP, 21 Battalion, Matric
Timeline
Voyager Training -
South African Airways Park
01.2024 - 12.2024
Call Centre Reservations Consultant
South African Airways
09.2023 - Current
Fraud Detecting Agent
South African Airways
05.2014 - 03.2020
Call Centre Agent
South African Airways
11.2013 - 05.2014
Res-Gui Training -
South African Airways Park
10.2013 - 10.2013
Passenger Handling -
South African Airways Park
09.2013 - 09.2013
High School Diploma -
Malvern High School
01.2012 - 06.2012
Call Centre Certificate -
Call Force
01.2008 - 12.2008