Pamela Kaunda
Customer Service, Administration And Human Resources
Kempton Park
Summary
Versatile and results-driven professional with a Diploma in Human Resource Management and over 7 years of experience in high-volume, public-facing environments. Expertise includes Human Resources, Communication and Liaison, Customer Service, and Administration, demonstrating a proven ability to manage complex projects, facilitate training, resolve conflicts, and implement efficient administrative systems. A strong foundation in Customer Service and Training enhances the ability to foster positive relationships and drive team performance. Committed to leveraging this diverse skill set to contribute meaningfully to organizational success through proactive engagement.
Overview
12
12
years of professional experience
3
3
Certifications
Work History
Car Park Attendant
Airports Company South Africa (ACSA)
07.2023 - Current
- Effectively manage customer conflicts and provide technical support for payment processing and access control systems in a high-traffic environment.
- Operate the control room by answering system calls, monitoring parking systems and ensuring safety, security, and optimal parking allocation, demonstrating strong administrative oversight.
- Monitored parking facilities, ensuring compliance with safety regulations and maintaining a secure environment for all vehicles.
- Process more than 120 clients per shift with issues ranging from payments, complaints and access control through the communication system and face-to-face.
- Conducted regular inspections of parking areas, reporting maintenance issues to enhance operational efficiency and safety.
- Managed cash transactions and processed payments accurately, contributing to streamlined financial operations within the facility.
- Coordinated with security personnel to enforce parking rules, reducing unauthorized parking incidents and enhancing overall security.
- Trained new staff on operational procedures and safety protocols, fostering a knowledgeable team environment and improving service delivery.
- Demonstrated flexibility in adapting to fluctuating demand, providing additional support during peak times or filling in for absent colleagues as required.
- Contributed to overall operational efficiency by promptly reporting malfunctions or required repairs to management staff for timely resolution of issues.
Call Centre Agent and Team Leader
Greyhound Coach Lines
08.2022 - 06.2023
- Managed high-volume - more than 300 customers per day - customer interactions, including reservations, changes, cancellations, and payment processing via phone and email, consistently maintaining high service standards.
- Applied strong administrative skills to process payments and refunds, track coaches in real-time, and generate daily, weekly, and monthly reports on operational issues and customer feedback.
- Trained new staff on call handling procedures and customer service best practices, fostering a knowledgeable workforce.
- Utilized conflict resolution skills to de-escalate challenging situations, maintaining professionalism and ensuring customer retention.
- Developed strong relationships with customers, leading to repeat business and positive word-of-mouth referrals through exceptional service.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Investigated and resolved customer inquiries and complaints quickly.
- Supported management in implementing workflow improvements that increased operational efficiency and reduced call handling times.
- Analyzed customer feedback to identify service trends, contributing to the development of strategies that improved overall service quality.
Social Media Officer
Airports Company South Africa (ACSA)
11.2018 - 01.2021
- Monitored social media platforms (Twitter, Instagram, Facebook) and emails to manage and resolve customer complaints, questions, and comments using a CRM system (Viewing Deck).
- Led the development of two critical internal databases to improve operational efficiency: a SharePoint Customer Care Database (contact directory) and the Info-Gate Database (facility mapping), demonstrating strong administrative project management skills.
- Produced weekly and monthly reports on customer complaint trends, providing actionable insights to departmental managers and ensuring compliance with communication standards.
- Developed and implemented social media strategies that enhanced brand visibility and engagement across multiple platforms.
- Created and curated engaging content that aligned with corporate messaging, improving audience interaction and loyalty.
- Collaborated with cross-functional teams to coordinate social media campaigns, ensuring consistency in brand messaging and execution.
- Engaged with online communities and responded to inquiries, enhancing customer relationships and promoting positive brand perception.
- Provided customer service through responding promptly and professionally to inquiries received via social media platforms and emails.
- Designed and facilitated the "PRIDE in Action" customer service training program for airport staff, managing the end-to-end process including scheduling, content delivery, and reporting trainee data to management.
Call Centre Agent
Airports Company South Africa (ACSA)
04.2014 - 10.2019
- Provided essential flight and service information to passengers telephonically and managed public address announcements for flight delays and boarding.
- Supported management in implementing workflow improvements that increased operational efficiency and reduced call handling times.
- Maintained records of trending customer queries and submitted reports, contributing to continuous service improvement initiatives and administrative record-keeping.
- Assisted customers by addressing inquiries and resolving issues, ensuring a high level of satisfaction through effective communication.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
- Collaborated with team members to streamline processes, resulting in improved response times and enhanced service delivery.
Education
Diploma - Human Resource Management
Boston Business College
Kempton Park, South Africa01.2021
Skills
Communication & Liaison: Social Media & Digital Marketing, Professional Report Writing, Stakeholder Relationship Management, Presentation Skills, Interpersonal & Ethical Conduct
Certification
Certificate: CISCO ITE & Networking, TCM Academy (2011)
Timeline
Car Park Attendant
Airports Company South Africa (ACSA)
07.2023 - Current
Call Centre Agent and Team Leader
Greyhound Coach Lines
08.2022 - 06.2023
Social Media Officer
Airports Company South Africa (ACSA)
11.2018 - 01.2021
Call Centre Agent
Airports Company South Africa (ACSA)
04.2014 - 10.2019
Diploma - Human Resource Management
Boston Business College