Microsoft package
Rayghana Nordien
Customer Support Manager
Cape Town
Summary
My career objective is to utilize my leadership, organizational, and problem-solving skills to drive growth and success for the organization I work for. I aim to inspire and motivate my team to achieve their goals and exceed expectations, while also fostering a positive and collaborative work environment.
Overview
11
11
years of professional experience
3
3
Languages
Work History
Customer Success Manager
Wetu Travel Technology
04.2017 - Current
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Utilized customer feedback to inform changes and improvements to customer success plans.
- Collaborated with sales and product teams to address customer success objectives.
- Established strong relationships with key customers, resulting in increased customer loyalty.
- Generated reports and communicated results to stakeholders to provide insights into customer success.
- Analyzed customer data to identify trends and develop strategies to improve customer success metrics.
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Established team priorities, maintained schedules and monitored performance.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
International Travel Consultant
Thompsons Travel
12.2015 - 03.2017
- Maintained operational proficiency in coordinating both international and domestic travel accommodations for customers, arranging for airfare as well as hotel and rental car reservations.
- Asked open-ended questions to better ascertain client needs and determine best international travel offerings.
- Researched most efficient and cost effective ways to travel intercontinentally and shared findings in company newsletter.
- Communicated benefits and information regarding international travel insurance with clients and obtained best rates.
- Coordinated cruises, trains and flights based on cost and time of travel to enhance client experience and satisfaction.
- Organized and maintained VIP traveler program with discounts and special deals.
- Kept network of international agents to simplify and streamline international bookings.
- Arranged travel accommodations for groups, couples, executives, and special needs clients.
- Generated reports on travel trends and customer feedback to inform business goals.
- Organized memorable and exquisite travel itineraries and vacations for high-level clients, celebrities, politicians and business executives.
Senior Travel Manager
Flight Centre Associates
10.2011 - 04.2015
- Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings.
- Supervised payments via credit and debit cards and handled sensitive information with professionalism and discreteness.
- Arranged travel accommodations for groups, couples, executives, and special needs clients.
- Maintained operational proficiency in coordinating both international and domestic travel accommodations for customers, arranging for airfare as well as hotel and rental car reservations.
- Advised customers on necessary travel documents and visa requirements to successfully reach planned destination.
- Conducted market research to investigate potential new travel destinations.
- Developed promotional materials for travel packages to market hot destinations.
- Collaborated with colleagues to create and promote special travel packages.
- Handled all aspects of client complaints by maintaining quality communications and establishing productive relationships.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Developed detailed plans based on broad guidance and direction.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Education
Bcom - International Business
MANCOSA
Cape Town, South Africa 01.2023 - Current
Skills
Team Building
Client service optimization
Schedule Management
Sales management
Customer Relations
Training and mentoring
Staff Management
Inter-department collaboration
Business administration
Software
Jira
Timeline
Bcom - International Business
MANCOSA
01.2023 - Current
Customer Success Manager
Wetu Travel Technology
04.2017 - Current
International Travel Consultant
Thompsons Travel
12.2015 - 03.2017
Senior Travel Manager
Flight Centre Associates
10.2011 - 04.2015