Felicia Duma

With over 13 years of experience in the aviation industry, I am customer-centric and a  dedicated Sales & Service Centre Supervisor at Air France-KLM, one of the world's leading airlines. An expert in managing direct sales operations and B2C teams, ensuring optimal customer satisfaction and operational performance. I have a proven track record of leading and montoring team to achieve and exceed sales targets and objectives, as well as resolving operational escalations and customer problems.

I have a refined interpersonal and communication skills, which enable me to build positive working relationships and rapport with customers, colleagues, and senior management. I also skilled in recruiting, onboarding, training, and monitoring B2C agents, as well as developing and implementing B2C procedures and standards. I have a strong commercial and business acumen, which allows me to support strategic business and sales plans and manage local budgets and resources efficiently. I am passionate about delivering excellent service and quality to airport customers and collaborating with various internal and external stakeholders to provide value-added solutions.

With over 13 years of experience in the aviation industry, I am customer-centric and a  dedicated Sales & Service Centre Supervisor at Air France-KLM, one of the world's leading airlines. An expert in managing direct sales operations and B2C teams, ensuring optimal customer satisfaction and operational performance. I have a proven track record of leading and monitoring team to achieve and exceed sales targets and objectives, as well as resolving operational escalations and customer problems.

I have a refined interpersonal and communication skills, which enable me to build positive working relationships and rapport with customers, colleagues, and senior management. I also skilled in recruiting, onboarding, training, and monitoring B2C agents, as well as developing and implementing B2C procedures and standards. I have a strong commercial and business acumen, which allows me to support strategic business and sales plans and manage local budgets and resources efficiently. I am passionate about delivering excellent service and quality to airport customers and collaborating with various internal and external stakeholders to provide value-added solutions.

Completed:  “ Delivering Bad News to the Customer” by Myra Golden

“Customer Service Foundation” by LinkedIn Learning

“N4 Introductory Business Studies” by Pinetown College

“National Senior Certificate” by Department of Basic Education of South Africa