Lusanda Nokwali

I'm an enthusiastic individual in pursuit for self-growth, while making a significant contribution to the organization. I'm positive, I'm goal driven and some of my strong qualities include the ability to work well under pressure, learn and adapt to different environments easily, good communicator (verbal and writing), and proactive and self-motivated. I would describe myself as Strategically-Focused, Loyal and Decisive.

Guest Service Agent at Mango Airlines SOC Cape Town, Nov 2007 – Aug 2013 Contact 

Center Team Leader at Mango Airlines Cape Town, Sep 2013 – Oct 2021 Retrenched. 

▪ Customer care queries; Dealing with emails, Social Media and phone calls. Website queries ▪ New reservations, Flight Schedules and Cancelations 

▪ Oversee day to day teams’ Operation and performance ▪ Delegate tasks and set deadlines ▪ Support staff, handle escalations, Provide guidance and answers to staff ▪ Measuring, Managing attendance and Time Keeping ▪ Performing quality assessments on customer interaction to ensure that quality and compliance standards are maintained. ▪ Ensuring that the quality targets for calls and queries are met as per set out for KPI's. ▪ Report on the overall quality of customer interaction activity per agent in my team. ▪ Assess any service failure, identify the root cause, and take appropriate action to ensure similar failures are avoided ▪ Take ownership of a customer and ensure their needs are met as soon as possible. ▪ Provide front line direction to Customer Service Centre Agents ensuring quality service is provided in each interaction.

Institution: University of Cape Town (Getsmarter) Qualification: Certificate in Advanced Project Management Institution: 2015

University of South Africa Qualification: Certificate in Intro to Marketing Management 2015