Makereta Naliva

• Resolved customer complaints promptly ensuring high levels of satisfaction.
• Assisted customers with all aspects of travel planning leading to successful holidays.
• Dealt efficiently with last-minute changes to minimise disruption.
• Promoted premium travel packages for increased sales conversion.
• Managed diverse client portfolios, resulting in repeat business.
• Kept up-to-date with latest industry trends to provide accurate information and advice.
• Offered personalised travel advice for enhanced holiday experiences.
• Achieved customer satisfaction by providing tailored travel solutions.
• Utilised industry software proficiently for efficient booking and scheduling.
• Streamlined booking procedures, improving operational efficiency.
• Facilitated smooth travel arrangements, enhancing customer experience.
• Served diverse client base including individual travellers and corporate groups.
• Improved overall service quality through continuous feedback analysis.
• Coordinated with suppliers to secure best rates and services.
• Handled complex itineraries ensuring seamless journeys for clients.
• Responded to clients' questions, issues and complaints, thinking creatively to formulate effective solutions.
• Conducted calls professionally and politely to maintain excellent service standards.
• Advised customers on visas and travel safety.
• Tracked flight prices to secure best-possible prices for customer trips.
• Prepared comprehensive travel itineraries using accessible formats for customers.
• Informed clients about cancellation policy and associated penalties.
• Used travel agency software to explore customers purchasing options, offering clear comparisons and securing best-possible deals.
• Confirmed payment of deposits from clients before commencing with bookings.
• Offered exemplary service to new and existing clients, helping to build lasting relationships and secure new travel assignments.
• Invoiced customers and chased up unpaid bookings to avoid payment delays and balancing issues.
• Processed payments and established payment plans on behalf of customers, offering multiple methods to maximise sales.
• Strived to reach set sales and revenue targets.
• Accommodated client requests for customisations or modifications as best as possible.
• Created and communicated clear, detailed itineraries ahead of travel.
• Verified customer passports and documentation to travel.
• Advised customers on specific visa and passport requirements.
• Monitored flight costs and demand to achieve best-possible prices.
• Resolved complaints, cancellations and refunds with mutually beneficial solutions.
• Educated clients on current travel restrictions, providing relevant and up-to-date information by phone and email.
• Recorded accurate passenger information to eliminate ticketing errors.
• Determined exact customer requirements and recommended destinations to suit.
• Processed travel deposit and balance payments accurately, maintaining records of receipt.
• Negotiated unique airline discounts, resulting in significant cost savings to clients.
• Explained benefits of purchasing travel insurance with clients to boost Average Transaction Value.

• Supported HR functions including recruitment processes to streamline onboarding of new staff.
• Facilitated training sessions for new hires; increased their job readiness quickly.
• Enhanced communication with clients by promptly answering phone calls and emails.
• Provided exceptional customer service to enhance client satisfaction levels.
• Collaborated with team members, ensured streamlined workflow.
• Promoted a positive work atmosphere through effective conflict resolution skills.
• Drafted official correspondence, ensured clear and effective communication.
• Ensured smooth operations through scheduling appointments and meetings.
• Managed inventory, ensured adequate supply of office materials at all times.
• Organised company files for easy retrieval and reduced clutter.
• Liaised with maintenance team, maintained clean and functional office environment.
• Updated company databases regularly for accurate record-keeping.
• Maintained professional front office environment for enhanced corporate image.
• Directed visitors to appropriate personnel or department, facilitated efficient service delivery.
• Ensured smooth and efficient running of shift, delivering daily shift briefings to advise team of special events or VIP guests.
• Encouraged mutual trust, respect and cooperation among team members.
• Wrote business correspondence and technical letters.
• Screened incoming phone calls and relayed detailed messages.

• Trained new team members on company protocols and procedures, fostering a cohesive work environment.
• Enhanced client understanding for welfare benefits through detailed explanation.
• Handled sensitive information confidentially to maintain client trust and privacy.
• Provided effective guidance to clients by comprehending their individual needs.
• Fostered good relationships with clients through empathetic communication.
• Assessed client eligibility for various welfare schemes accurately and promptly.
• Promoted community outreach programmes for increased public awareness.
• Achieved successful mediation with challenging cases by utilising conflict resolution skills.
• Listened to clients' current struggles to signpost relevant support.
• Assisted service users to obtain and access community resources.
• Recommended clients for specific treatment programmes to aid timely recovery.
• Counselled clients through difficult times using approved and compassionate strategies.
• Offered practical daily living advice, including financial planning, housing support and legal guidance.
• Collaborated with social services teams, strengthening overall support system.

• Shift work on banquet dinners at Parliament House in Canberra, catering assistant, Universities dinners, Aged Care home kitchen aid, and cleaning.
• Supported other departments such as production or quality control as needed, fostering collaborative working environment focused on shared success.

• Professionalism and Integrity: Willingness to work late hours and during weekends when required
• Demonstrate duties with minimal supervision
• Punctuality Demonstrate strong people management Demonstrate effective personal, team & time management Exhibit effective leadership nd supervision Acknowledge accountability within the scope of the position Customer Service, Sales and Marketing: Assist in development and implementation of the company's strategic and operational plans Assist in development, implementation, training and management of standardized policies and best practices throughout the company
• Provide excellent customer service both in person and by phone/email
• Meet Sales and targets as set out by Management
• Invoicing/Refunds: Booking/Refund procedures must be adhered and any related airline issues must be directed to Office authority and management
• All Invoices should be checked 100% and signed before forwarding to Customers and Finance Department
• For refunds, obtain relevant details from customers as per their request and apply refunds on timely manner
• Personal cheque should not be accepted unless authorized by Management
• Also check whether airline accept credit card or not
• Ensure that all customers holding account are within their credit limit and credit period.

• Providing fare quotes to corporate and walk in clients on various routes to meet needs and demands of travellers by checking system fares on Sabre system or Market Fares or airlines
• Ensure that quotations with alternative options are to be provided to customers at least within 2 hours from customers request
• At all times when providing quotes always give advice on travel itinerary details such at departure and arrival times, information on visas, baggage allowance, ticketing deadline and conditions of fares quoted
• Offer consistent high level customer service to ALL customers throughout day (working hours and outside of working hours)
• Deal with complicated customer itineraries and provide best possible solutions to customers
• Organized trips for individual, family and business travellers.
• Built strong relationships with clients through exceptional communication and personalized service.

Ensure efficient check-in is carried out at check-in counter before passengers board their respective flights

• Ensure disrupted passengers are accommodated and sorted
• Collect and sort flight documents after each flight and forward them to Revenue Accounting
• Prepare sales and close banking at the end of each assigned shift
• Dispatch Rush tag bags to owner's residence
• Bookings and ticketing at the check-in counter
• Collect and tally boarding passes at boarding gate.
• Improved traffic flow by analyzing and adjusting signal timings at busy intersections.