Thulani Khazamula
Support Consultant
Johannesburg
Summary
Dynamic Support Team Leader at Flight Centre Travel Group with a proven track record in enhancing customer satisfaction and streamlining support processes. Skilled in remote support and training, I excel in problem-solving and fostering collaboration across teams, resulting in improved service delivery and increased team productivity.
Overview
13
13
years of professional experience
Work History
Support Team Leader
Flight Centre Travel Group
08.2023 - Current
- Enhanced customer satisfaction by efficiently addressing and resolving support issues.
- Maintained up-to-date knowledge base articles for both internal reference and external self-help options available to customers.
- Conducted regular team meetings for open discussions, information sharing, and goal alignment among members.
- Collaborated with cross-functional teams to improve overall product quality and user experience.
- Built strong relationships with other departments to facilitate collaboration on complex or technical client concerns.
- Managed escalated cases, ensuring timely resolution and providing exceptional service to high-priority clients.
- Delivered regular progress reports to management, highlighting key successes and areas for improvement.
- Increased team productivity by implementing performance metrics and setting clear expectations.
Support Consultant
Flight Centre Travel Group
05.2019 - 08.2023
- Developed comprehensive training materials for new team members, ensuring a smooth onboarding process.
- Mentored junior consultants in best practices for providing exceptional customer service and technical expertise.
- Streamlined support processes for improved efficiency and reduced response times.
- Maintained detailed records of all support interactions, enabling accurate reporting and informed decisionmaking.
- Provided remote assistance for off-site clients through various platforms including telephone, email, chat, or screen-sharing tools as needed.
Inbound Travel Agent
Flight Centre Travel Group
11.2016 - 05.2019
- Arranged travel accommodations for groups, couples, executives, and special needs clients.
- Increased client satisfaction by creating customized travel itineraries tailored to individual preferences and needs.
- Provided exceptional customer service by promptly addressing concerns and resolving issues, leading to positive reviews and recommendations from satisfied clients.
- Managed complex itinerary changes due to unforeseen circumstances without sacrificing customer satisfaction or incurring unnecessary expenses.
Call Center Agent
South African Airways
12.2012 - 10.2016
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained accurate records of customer interactions, documenting details for future reference and quality assurance purposes.
- Demonstrated empathy and understanding when dealing with difficult situations, ultimately diffusing tension while finding satisfactory resolutions.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
Education
No Degree - IT
PC Training & Business Colleage
Gauteng 04.2001 -
Skills
Remote support
Customer service
SLA compliance
Support services
Training and coaching
Helpdesk operations
Trend analysis
Problem-solving abilities
Multitasking
Time management abilities
Accomplishments
- Supervised team of 10 staff members.
- Collaborated with team of 20 in the development of Aveda & other major projects.
Timeline
Support Team Leader
Flight Centre Travel Group
08.2023 - Current
Support Consultant
Flight Centre Travel Group
05.2019 - 08.2023
Inbound Travel Agent
Flight Centre Travel Group
11.2016 - 05.2019
Call Center Agent
South African Airways
12.2012 - 10.2016
No Degree - IT
PC Training & Business Colleage
04.2001 -