Experience

We Are Move

• Israel
• Technology, Information and Internet
• 1 - 100 Employee

• Senior Refunds Agent

  • Jan 2023 - Present



independent

• Cape Town, Western Cape, South Africa

• Independent Travel Advisor

  • Oct 2022 - Nov 2022



Ten Lifestyle Group

• United Kingdom
• Travel Arrangements
• 700 & Above Employee

• Global Travel Ops agent

  • Apr 2020 - Oct 2022

  - assisting with quotes- ticketing for the various regions - ticket amendments for the various regions- ticket refunds ( GDS & BSP) for the EMEA region- assisting with ticket and hotel booking queries- updating of commission reports- liaising with airlines & hotels regarding booking issues- issued tickets through Smart Tickets ( Australia)- issued tickets through eGlobalFares

• Staff Travel Coordinator/EMEA region

  • Aug 2018 - Oct 2022

  - provided flight & hotel quote options to staff traveling for business - booked flights & hotels - booked trains & transfers- booked short - term rental apartments



Travelstart

• South Africa
• Travel Arrangements
• 100 - 200 Employee

• Customer Experience Nesting Specialist

  • Aug 2016 - Feb 2018

  - Guiding and coaching new staff in their work environment once they have completed training. - Providing helpdesk support to both new and old staff members. - doing call and email quality assessments - doing monthly probationary reviews of all new staff members - doing feedback sessions on where errors were made and how to avoid these in future- disciplinary counselling if and when required- assisting team manager with daily tasks when required - assisted with UAT testing when required Show less

• Customer Relations manager

  • Dec 2009 - Jul 2016

  -Liaising with clients regarding their complaints and praises-Trying to come to mutually accepted solutions -Providing compensation where applicable-Attending management meetings-Forwarding clients feedback/suggestions to relevant team managers-Suggesting improvements where necessary-Compiling statistics-Attending to complaints logged on public forums such as Hellopeter and Getclosure-Liaising with the Social Media department regarding feedback received -Doing UAT testing when needed Show less



Lufthansa

• Germany
• Airlines and Aviation
• 700 & Above Employee

• Customer Relations Specialist & Travel Agent Services Team

  • May 2006 - Nov 2009

  -Receiving feedback from passengers and agents via email, LH.COM, onboard feedback, fax and telephone -Loading the feedback into system -Taking calls from travel agents and assisting them with fares -Quotations and general enquiries on procedures and policies -Processing email fare requests -Doing monthly email and fax statistics -In charge of Petty cash box and doing twice monthly reconciliation -Ordering of stationary via Lupus (LH system) and from local suppliers -Controlling and authorizing invoices for payment -Sending out interim replies -Investigating with the various departments to be able to reply to the feedback -Sending final reply with solution/compensation/reason -Keeping within the service level agreements -Keeping accurate record of cases to be able to do monthly statistics -Keeping myself updated with regulations and any changes Show less



LPM Outsourcing

• United Kingdom
• Outsourcing and Offshoring Consulting

• Ticketing agent

  • Oct 2004 - Apr 2006



Mindpearl

• South Africa
• Outsourcing/Offshoring
• 500 - 600 Employee

• Customer Service Representative

  • Apr 2002 - Sep 2004



Singapore Airlines

• Singapore
• Airlines and Aviation
• 700 & Above Employee

• Customer Service Representative

  • Sep 2001 - Feb 2002



SOUTH AFRICAN AIRWAYS

• Cape Town airport

• Customer Service Representative

  • Apr 1990 - Apr 2001