Traveling; Reading; exercise
WELMA NOMSA SOMPANE
Cabin crew
Boksburg,Gauteng
Summary
I am a Customer-driven Flight Attendant with dynamic safety and service skills. Highly effective in diffusing volatile passenger situations. Known for best-in-class customer service and top-notch friendliness.
An accomplished Senior Flight Attendant offering over 18 years in domestic and international commercial airline industry. Highly skilled in responding to emergency situations and remaining cool under pressure. Dedicated to exceptional customer service. Maintains flexible schedule to meet flight requirements. Friendly, outgoing and collaborative team player with excellent prioritization and decision-making abilities.
Skilled and knowledgeable about team building and training. Proactive and resourceful leader with a clear and direct style. Driven to optimize passenger comfort, maintaining compliance and flexible schedule to meet flight requirements.
Energetic with dynamic customer service skills. Poised, personable and dedicated to team-driven environment. Known for excellent customer relations and welcoming attitude.
Overview
22
22
years of professional experience
3
3
years of post-secondary education
3
3
Certificates
Work History
Customer Service Agent
Menzies Aviation
Johannesburg, Gauteng
06.2022 - 01.2023
- Provide efficient and high standard of Customers as per the company and Airline specific standards to ensure customer satisfaction at every step of the journey.
- Check customer’s travel documentation to ensure compliance with governing bodies.
- Check in customer baggage and follow airlines specific policies including airline requirements surrounding excess baggage and individual customer programs.
- Follow procedure for passengers with regards to the Dangerous Goods.
- Ensure on time performance at airline briefing and de-briefings, check in counters and boarding gates and on time performance at the aircraft.
- Ensure that airline procedures and requirements are adhered to.
- Remain up to date with all station notices relating to policies and procedure.
- Comply with the company’s open, fair and honest reporting culture.
Operations control center
Menzies Aviation
Johannesburg, Gauteng
06.2022 - 01.2023
- Liaises with terminal operations coordinator for exchange of information with regards to changes in gates or special requests
- Real time management of check in counters allocation
- Changes in check-in counters due to delays,
- Opening and closing times of check-in counters at the departure level and arrival level
- Constantly aware of the current traffic situation, passenger loads and handling progress
- Real time management of aircraft stands allocation and Gate allocation.
- Changes in stands due to delays, unavailability’s, rotation changes,
- Malfunctions of Centralized Infrastructure or special requests.
Senior Cabin Crew Member
South African airways
Boksburg, Gauteng
05.2013 - 06.2021
- Facilitated boarding process by greeting passengers upon arrival to aircraft and providing direction to seats.
- Attended workshops and trainings in customer service, conflict resolution tactics, and safety procedures to keep abreast of all new requirements and procedures.
- Ensured safety and comfort of customers onboard aircraft.
- Answered passenger questions and provided solutions to issues arising during flights.
- Completed pre-flight safety, passenger and inventory checks.
- Clearly explained and demonstrated safety and emergency procedures to passengers prior to takeoff.
- Dealt with disruptive passengers according to federal and company requirements.
- Facilitated communication between flight deck and cabin crew prior to and during flights to promote smooth operations.
- Verified aircraft and passenger compliance with policies, regulations, and safety guidance.
- Updated flight logs, passenger reports and inventory documentation.
- Oversaw and mentored junior flight attendants on proper procedures and crew standards.
- Relayed updates and information to passengers after confirming key details with pilot.
Cabin Crew
South African Airways
Johannesburg
08.2003 - 05.2013
- Facilitated boarding process by greeting passengers upon arrival to aircraft and providing direction to seats.
- Attended workshops and trainings in customer service, conflict resolution tactics, and safety procedures to keep abreast of all new requirements and procedures.
- Demonstrated proper use of safety equipment and seatbelts to inform and educate passengers prior to takeoff.
- Served beverages and food items from refreshment carts and provided information about in-flight offerings to passengers.
- Answered passenger questions and provided solutions to issues arising during flights.
- Supported passengers with special needs and provided assistance to wheelchair passengers.
- Offered personalized assistance to children, elderly and passengers with special needs.
- Monitored cabin during flights and responded to passenger inquiries or issues.
Customer Service Agent
South African Airways
Johannesburg, Gauteng
11.2000 - 08.2003
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Verified identification and travel documents to efficiently board passengers for on-time departure.
- Operated specialized weighing and screening equipment to weigh and screen passenger luggage.
- Operated PA system to make announcements regarding flight activity.
- Coordinated with ramp agents to successfully store, remove and transport customer baggage.
- Protect customers and company information with strict use of established security procedures.
Education
Diploma in Travel And Tourism
Innovation Business College
Johannesburg 01.1998 - 02.2000
High School Diploma -
Sethjaba Sohle High School
Johannesburg 01.1997 - 11.1997
Skills
Understanding of relevant Cabin Services collective agreements policies, procedures, standards and relevant legislation
Knowledge of relevant legislation (BCEA, LRA, industrial agreement, CAA regulations, etc) and all other regulatory requirements of countries SAA operates in
Strong customer service principles
Good communication skills (verbal and written) in English
Problem solving and analytical skills
Infant AED and CPR knowledge
Airline Operations
Cultural and global awareness
Accomplishments
- Provided exceptional service to travelers and ensured that issues were resolved quickly, resulting in an above-average performance rating.
- Recognized as Employee of the Month for handling intense situations with poise and compassion.
- Attended various trainings and workshops and was rewarded with a job promotion as a result.
- Took on additional crew responsibilities when other flight attendants were overwhelmed, which provided valuable on-the-job training in different roles.
Certification
Flight Attendant License
Interests
references
Cabin crew Manager
- Hope Khoza
0832064957
- Constance Mohlala
constancemohlala@flysaa.com
0119786364
Menzies Aviation
- Manisha Moshwana
manishamoshwana@menziesaviation.com
011920-7453
0782171241
Timeline
Customer Service Agent
Menzies Aviation
06.2022 - 01.2023
Operations control center
Menzies Aviation
06.2022 - 01.2023
Senior Cabin Crew Member
South African airways
05.2013 - 06.2021
Flight Attendant License
05-2013
Cabin Crew
South African Airways
08.2003 - 05.2013
Customer Service Agent
South African Airways
11.2000 - 08.2003
Diploma in Travel and Tourism
02-2000
Diploma in Travel And Tourism
Innovation Business College
01.1998 - 02.2000
High School Senior Certificate
11-1997
High School Diploma -
Sethjaba Sohle High School
01.1997 - 11.1997