Experience

We Are Move

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

• Training Manager

  • Oct 2022 - Present



Travelstart

• South Africa
• Travel Arrangements
• 100 - 200 Employee

• Training Manager

  • Jun 2016 - Apr 2020

  Launched the Training Environment from the drawing board to the Academy it is today.Accountable for the training strategy and the implementation thereof. Accountable for the activities and resources to support Businesses’ demand for training and achievement of defined operational, tactical and strategic objectives.Accountable for effective and efficient training resource allocation (e.g. facilitators, service coordinators, learning materials, rooms, technology, facilities etc.). Development of all training programs, material, activities and assessments.Oversees and develops training programs that includes webinars, group session, training videos and moreDetermine training needs and requirements by meeting with managers, talking with employees and administering surveysModify or create course materials and training manuals to meet specific training needsMonitors training programmes and manuals to ensure they are effective and up-to-date and makes updates as necessary Works with Managers to address learning issues, instruction problem, or new educational needs regarding specific employees or departments Knowledge of various training and teaching methodsCreated the training environment via Google class roomTraining our chatbot sending reports, reducing number of contacts and providing feedback to developers Resposible for all training in all Markets (South Africa, UAE, Egypt, Nigeria, India and Turkey) Training all new recruits country managers, managers developers, team leaders, agents etc Training:- Amadeus,Galileo/Travelport- Basic Tableau training - Customer Service Training, Hotels and Cars- Chat service - Processing Amendments, reissues, refunds and schedule changes, ticketing with all airlines in all Markets- Travelstart Control Center (Internal System) for all markets- Trained our Bot to respond to our customers before being transferred to a consultant- All new products (Zendesk, 1Stream, Fare Logix etc) Show less

• Fares Specialist

  • Feb 2014 - May 2016

  - Monitor and enhance team and individual performance - Provide individual coaching & support - Manage required administrative processes and tasks- Attempt to keep errors to a minimum and provide quality assurance where possible - Scheduling of tasks- Ensure SLA’s are met- Drive KPI within the team- Testing for Dev release- Forecasting - Training New Recruits on FaresPeople and Performance* Prepare and facilitate team meetings to ensure information sharing and communication flow * Build morale and team spirit and successfully integrate new members into the team* Represent decisions and role model values of the organization and ensure team members understand and implement* Identify opportunities for process improvement and inform Manager accordingly to assist with implementation.* Maintaining an overall quality control of the fares team by providing feedback to team members and in return informing the Team Manager* Assist with or organize team coaching and training where needed.* Update Team on product or airline changes and industry news * Administer staff task schedule and the updating thereof due to leave and illness of staff ensuring that all tasks are covered.* Ensure workforce steering by monitoring queue and updating staff and superiors accordingly.Development and reporting* Provide feedback to fares agents on their individual performance including errors and support this feedback with developmental/quality and coaching activities * Update Team Manager on errors and any development requirements for team members* Provide accurate and timely reporting where required* Assist fares agents with support regarding product queries to assist them to perform their duties in a timely and accurate manner.* Deal with customer and/or agent problems as required also informing line manager and escalate if no solution can be found* Responsible for actioning and delegating all outstanding tasks from the daily handover. Show less

• Amendments Team Lead

  • Jun 2011 - Jan 2014

  - Schedule in morning and queue/ email assessment- Handover, follow ups- Queue metrics monitoring (call system)- Queue and email management- Shuffle schedule if need be- Product updates- Agent Stats update- from previous day- Coaching and feedback- Spot checks on quality control in team- Training new staff on Domestic and International Fares

• Ticketing Agent

  • Apr 2009 - May 2011

  - Processing of credit card and bank payments resulting in tickets being issued or reissued, in an accurate and timeously manner.- Management of ticketing process for all foreign markets and products.- Fraud profiling for all South African/Namibia credit card payments for all online bookings and assistance where needed for other departments and markets.- Processing of amendments, reissues and refunds accurately and according to the IATA fare rule- Ability to quote passengers accurately telephonically and by email- Reissue and Revalidating of E-tickets accurately- Issuing VMPD’s and EMD’s for date changes- Processing of schedule changes in accordance with the airline regulations and directions.- Respond to all relevant inbound and outbound calls as required.- Respond and action all relevant email correspondence with customers- Maintain a high-quality standard set out by the quality procedure and company policy.- Queue management Show less

• Customer Service Agent

  • Mar 2007 - Mar 2009

  - First Contact with customers via phone/email/online chat service- General Online queries- Issued Travel Insurance, Hotels, Cars, Travel Assist (seating, meals etc)- Payment enquiries- Changes to Hotel Bookings, Car bookings- Notifying passengers of Schedule Changes to their flights- Administrative duties- Assisting passenger on Chat service



Connex Travel Parliament

• Cape Town Area, South Africa

• Business Intern

  • Jan 2005 - Feb 2007

  Making flights, hotel and car reservations on Galileo and assist senior travel consultants Issue accommodation and car rental vouchers Assisting BSP clerk and credit controller General Admin work Making flights, hotel and car reservations on Galileo and assist senior travel consultants Issue accommodation and car rental vouchers Assisting BSP clerk and credit controller General Admin work