Ntokozo Msomi
Travel Consultant
Durban
Summary
Proven achiever in the travel and customer service sectors, notably with Concentrix (Egencia), where I excelled in managing corporate travel for major international firms, enhancing customer satisfaction through personalized travel solutions. Expert in GDS knowledge and interpersonal communications, I consistently surpassed performance metrics, significantly boosting client retention and repeat business. Resourceful Travel Consultant passionate about providing dream experiences in leisure travel. Strong research background and love of all things travel.
Overview
6
6
years of professional experience
4
4
Certifications
1
1
Language
Work History
Travel Consultant
Concentrix (Egencia)
10.2021 - Current
- Manage corporate travel for large scale international companies (E.g.: KFC, Uber, L'Oreal etc..)
- Support with flight changes (ATC, revalidation & Manual reissue)
- Update queues and issue tickets.
- Process bill backs for clients (Virtual Cards)
- Monitored bookings for schedule changes or cancellations, notifying clients promptly.
- Booking flights, accommodations, ferries, cars and trains for clients including modifications and cancellations if necessary.
- Managed complex itineraries for multi-city trips, balancing client preferences with logistical constraints.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Enhanced customer satisfaction by tailoring travel packages to individual preferences and needs.
- Expanded agency's network of suppliers by establishing partnerships with airlines, hotels, tour operators, and other service providers.
- Increased repeat business by providing outstanding customer service and addressing client concerns promptly.
- Maintained accurate records of bookings, payments, and client information for smooth operations and future reference.
- Handled sensitive information with professionalism and discretion.
- Maintained and updated corporate traveler profiles with current information.
Customer Service Agent
Capability BPO (Groupon)
10.2018 - 09.2021
- Utilized strong problem-solving skills to quickly identify and address customer issues.
- Delivered personalized support by tailoring interactions based on individual customer preferences and needs.
- Fostered a positive work environment through active participation in team-building activities and initiatives.
- Conducted thorough research on client accounts for accurate information gathering and issue resolution.
- Assisted in training new hires, sharing best practices for effective customer service delivery.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Utilized customer service software to manage interactions and track customer satisfaction.
Customer Service Representative
CCI (Talk Talk)
06.2018 - 09.2019
- Implemented feedback loops that encouraged continuous improvement among team members by sharing insights about exceptional service delivery techniques.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Education
Bachelor of Arts - Psychology
University of KwaZulu-Natal, Howard College
Durban, South Africa 04.2001 -
High School Diploma -
Hunt Road Secondary School
Durban, South Africa 04.2001 -
Skills
ATC, Revalidation & Manual re-issue - Cryptic and graphic
Issuing tickets within deadline & updating queues
Ticketing
Adding and issuing ancillaries
Company guidelines and procedures
Travel insurance
Documentation preparation
Executive Travel
Regulations and compliance
Exceptional customer service
High volume environments
Travel industry expertise
GDS knowledge
Microsoft Office
Attention to Detail
Effective Communication
Certification
CTA - Certified Travel Associate
Timeline
CTA - Certified Travel Associate
11-2021
Level 1 Amadeus Certificate, [Egencia] - Nov 2021 - Present
11-2021
Level 2 Amadeus Certificate, [Egencia] - Nov 2021 - Present
11-2021
Ticketing Cryptic and Graphic Mode Amadeus Certificate, [Egencia] - Nov 2021 - Present
11-2021
Travel Consultant
Concentrix (Egencia)
10.2021 - Current
Customer Service Agent
Capability BPO (Groupon)
10.2018 - 09.2021
Customer Service Representative
CCI (Talk Talk)
06.2018 - 09.2019
Bachelor of Arts - Psychology
University of KwaZulu-Natal, Howard College
04.2001 -
High School Diploma -
Hunt Road Secondary School
04.2001 -
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