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Work Background
Follow AliceTravel Agent
Sep. 2022 - Jun. 2025City of Cape Town, Western Cape, South AfricaResponsible for development and sales of our products in Tanzania
Mainly selling and managing our Kilimanjaro trips
Building out our add-on trips to enhance customer experiences
Ten Lifestyle GroupLifestyle Manager - Travel Team
Aug. 2017 - May. 2022City of Cape Town, Western Cape, South AfricaHandled every travel request for members, specializing in high-end customer service
Provided training on platforms such as Amadeus and other travel systems
Served as training buddy for new team members
Managed complex luxury travel arrangements and client relationships
MindpearlCustomer Experience Manager
Aug. 2016 - Aug. 2017City of Cape Town, Western Cape, South AfricaResponsible for improving and maintaining service quality for centers in Suva (Fiji) and Cape Town
Implemented and maintained quality structures across multiple locations
Served as first line contact with Brussels Airlines customer operations
MindpearlCustomer Service Team Lead
Apr. 2016 - Aug. 2016City of Cape Town, Western Cape, South AfricaLed team of up to 12 ticketing, senior and support agents
Monitored and improved quality and performance metrics
Reported directly to Sales and Service Manager
MindpearlCorporate Trainer
Nov. 2014 - Apr. 2016City of Cape Town, Western Cape, South AfricaConducted training for new intakes and upskilling programs for existing agents
Monitored and improved team quality and performance standards
Collaborated with trainer and quality manager on continuous improvement
MindpearlTicketing Agent
Jun. 2013 - Nov. 2014City of Cape Town, Western Cape, South AfricaHandled Dutch/English inbound calls for Brussels Airlines
Managed complex ticketing operations including reissues, revalidations, EMD issues
Processed email inquiries for Dutch and English markets
Lufthansa In TouchGroup Sales
Oct. 2011 - May. 2013City of Cape Town, Western Cape, South AfricaConsulted travel agents for group travel queries and solutions
Prepared quotations for group bookings and established service contracts
Built strong relationships with travel industry professionals
ATLAS REIZENTravel Consultant
Nov. 2007 - Nov. 2010Waregem, Flemish Region, BelgiumBusiness travel: booked airline tickets, transportation, and hotel accommodation
Leisure travel: created custom-made packages and managed tour operator relationships
Handled administrative tasks and maintained client relationships
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