Ntombiyenkosi Mkize
Senior Landside Operations Coordinator
Durban
Summary
Adaptable professional with a proven track record of exceptional performance. Consistently excels in various roles and responsibilities. Strong work ethic and commitment to quality ensure meeting job demands and deadlines. Prioritizes customer satisfaction, resulting in enhanced company profitability and solidified market position.
Overview
12
12
years of professional experience
Work History
Senior Landside Operations Coordinator
Airports Company South Africa
09.2024 - Current
- Collaborated with area managers to evaluate needs and optimize operational plans.
- Develop and maintain portfolio and departmental processes, and procedures.
- Managing landside operational areas, activities, and associated agreements for parking lots, roadways, and other landside facilities.
- Coordinating with management staff, families, and community social service agencies to address resident concerns and develop linkages and relationships.
- Conduct compliance reviews of policies, standards, and processes.
- Identify and adhere to portfolio standards, guidelines, policies, and procedures.
- Provide technical/professional support to internal and external stakeholders to ensure the achievement of functional and portfolio objectives.
- Submission of business reports within the required timeframe.
ACCOUNT AGENT GROUND TRANSPORT SERVICES
Airports Company South Africa
8 2018 - 08.2024
- Support Implementation of Stakeholder Engagement Programs: Facilitate the implementation of client engagement programs aligned with the client's strategic objectives and operating model.
- Actively engage stakeholders in marketing initiatives to enhance turnover and achieve business growth.
- Client Interface Management: Oversee the client interface process, including onboarding and offboarding procedures.
- Streamline operations to improve the ease of doing business with ACSA, ensuring a seamless experience through a single point of contact.
- Proactive Stakeholder Support: Provide timely and relevant information or guidance to stakeholders regarding airport market dynamics, ensuring their needs are met proactively and effectively.
- Customer Intelligence Utilization: Leverage customer intelligence to enhance the overall customer experience.
- Utilize data-driven insights to contribute to commercial growth and strategic decision-making.
- Quality Assurance and Operational Reviews: Ensure rigorous quality assurance through regular Quality Management Systems (QMS), Airport Service Quality (AQI) inspections, and operational reviews.
- Identify areas for improvement and escalate necessary remedial actions to maintain operational excellence.
- Regulatory Compliance and Corrective Actions: Adhere to statutory regulations and organizational standards as per The International Air Transport Association (IATA).
CONTROL ROOM OPERATOR
Airports Company South Africa
07.2013 - 08.2024
- Monitoring Parking Systems: Use surveillance systems and computer software to monitor the parking
- Ensuring that vehicles are parked properly and that there are no unauthorized activities
- Managing Parking Transactions: Oversee the entry and exit of vehicles, ensuring that payments are processed correctly and that parking tickets are issued when necessary
- Customer Service: Handle customer inquiries and complaints, providing information about parking rates, availability, and directions
- Communication: communicate with other airport departments, such as Security, IT, Maintenance (IAM), AMC, and F&R, to address any issues or emergencies in the parking areas
- Data Analysis: Analyze parking data to identify trends, such as peak parking times, and make recommendations to improve parking operations and customer experience using the Next Day Operational Plan (NDOP) Traffic Management: Responsible for directing traffic in and around the parking facilities, especially during peak times or in case of congestion.
CUSTOMER SERVICE AGENT
Mr Price Group
05.2012 - 06.2013
- Efficiently managed inbound calls, addressing account inquiries such as balances, installments, credit availability, and arrears
- Skillfully negotiated account arrangements to enhance customer satisfaction
- Proactively increased customers' credit limits to meet their financial needs
- Promptly dispatched statements via fax and email, ensuring clients had up-to-date account information
- Diligently updated customer profiles in the system, maintaining high data integrity
- Resolved customer service inquiries with speed and precision
- Accurately entered customer data and call details into the internal database, ensuring a reliable information source for future interactions.
Education
EMPLOYABILITY IN THE 21ST CENTURY SKILLS PROGRAMME -
Regent Business School
DISRUPTION MANAGEMENT 4.0 - undefined
Regent Business School
Post Grad Project Management - Project Management
Regent Business School
Durban, South Africa 04.2001 -
Bachelor of Administrative Studies - Administration
Regent Business School
Durban 04.2001 -
Diploma in Youth Development - Youth Development
University of South Africa
Durban, South Africa 04.2001 -
Skills
MS Office proficiency
Communicates well (Verbal and Written)
Project Management
Accountability
Assertive
Financial Acumen
Effective negotiation
References
- MRS PHINDILE MBAZINI, +27 61 844 8141, phindile.mbazini@airports.co.za
- MRS FIKILE ZUNGU, +27 82 965 3605, fikile.zungu@airports.co.za
- MRS JEANELLE ROSKRUDGE, +27 82 696 8561, jeanelle.roskrudge@airports.co.za
Languages
English
IsiZulu
Xhosa
Personal Information
- Date of Birth: 05/30/1985
- Nationality: South African
- Driving License: C1
- Marital Status: Single
Timeline
Senior Landside Operations Coordinator
Airports Company South Africa
09.2024 - Current
CONTROL ROOM OPERATOR
Airports Company South Africa
07.2013 - 08.2024
CUSTOMER SERVICE AGENT
Mr Price Group
05.2012 - 06.2013
Post Grad Project Management - Project Management
Regent Business School
04.2001 -
Bachelor of Administrative Studies - Administration
Regent Business School
04.2001 -
Diploma in Youth Development - Youth Development
University of South Africa
04.2001 -
ACCOUNT AGENT GROUND TRANSPORT SERVICES
Airports Company South Africa
8 2018 - 08.2024
EMPLOYABILITY IN THE 21ST CENTURY SKILLS PROGRAMME -
Regent Business School
DISRUPTION MANAGEMENT 4.0 - undefined
Regent Business School
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