Amadeous Reservation Desktop
SINAKO KENNETH COPISO
Customer Sales and Services Representative
Cape Town,WC
Summary
Developed exceptional communication and problem-solving abilities in fast-paced customer service environment. Skilled in resolving complex issues and delivering high-quality support. Seeking to transition into new field, leveraging these transferable skills to make positive impact.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Customer Sales and Services Representative
Mindpearl SA - Qantas Airways
04.2023 - Current
- Provide superior customer service to airline passengers, communicate with understanding and empathy
- Create new bookings, reissue or cancel tickets and advising terms and conditions of fare type purchased using ARD web system with thorough knowledge of Qantas Airlines product
- Maintained productivity and quality standards at all times.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Hyper floor support to new and tenured agents.
- Scheduled appointment to resolve more complex issues.
- Assisted clients in understanding billing procedures and payment options while maintaining strict adherence to internal policies regarding financial transactions.
- Consistently demonstrated a strong work ethic, arriving punctually for shifts and maintaining focus on providing top-tier service throughout entire workday.
- Mentored junior team members, providing guidance and support as needed while helping them develop their customer service skills.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
- Identified and resolved discrepancies and errors in customer flight bookings.
- Responded to customer requests for products, services, and company information.
- Consistently achieving 90% quality and customer satisfaction scores
Administrator
First National Bank
09.2020 - 11.2021
- Worked as a Digital Portfolio Manager by enrolling, activating and train new client's on how use online banking enterprise and manage accounts
- Handled sensitive information discreetly, maintaining strict confidentiality at all times as required by company policy or legal regulations.
- Maintained personnel records and updated internal databases to support document management.
- Established an organized filing system that streamlined document retrieval and reduced misplaced files.
- Organized workflow and delegated tasks effectively to ensure timely project completion without compromising quality.
- Maintained accurate documentation of company policies and procedures for easy reference by all employees.
- Provided exceptional customer service to both internal and external stakeholders through prompt response times and thorough issue resolution efforts.
- Enrolled and trained over 250 clients to online banking enterprise
First Job Learner
First National Bank
06.2019 - 06.2020
- Worked as a banker telephonic selling FNB products such as online banking enterprise, App, really pro, QR speed point and smart-in contact to business clients
- Self-motivated, with a strong sense of personal responsibility.
- Excellent communication skills, both verbal and written.
- Skilled at working independently and collaboratively in a team environment.
- Passionate about learning and committed to continual improvement.
- Learned and adapted quickly to new technology and software applications.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Increased productivity level by 10%.
Education
National Higher Certificate - Project Management - NQF Level 5
CTU Training Solutions
Cape Town, South Africa 04.2001 -
Grade 12 - Matric
Fezeka High School
Cape Town, South Africa 04.2001 -
Skills
Analytical problem solving
Consistent work performance
Resolving customer complaints
Detail-oriented
Documentation and reporting
Adaptability
Complaint handling
Schedule management
Customer relations
Service recommendations
Customer support
Project management
Administrative support
Escalation management
Dispute resolution
Accomplishments
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Achieved a trip to Hong Kong through effectively helping with great customer satisfaction.
Software
Revera
Ayden
CRCM
Xchange Payment Portal
Quis Portal
Alvara Workforce Management
Apollo
CRM Dynamics
Hogan
Microsoft Suite
Certification
Administrator
Timeline
Customer Sales and Services Representative
Mindpearl SA - Qantas Airways
04.2023 - Current
Administrator
11-2021
Administrator
First National Bank
09.2020 - 11.2021
First Job Learner
First National Bank
06.2019 - 06.2020
National Higher Certificate - Project Management - NQF Level 5
CTU Training Solutions
04.2001 -
Grade 12 - Matric
Fezeka High School
04.2001 -