Carmelle Kashala
Summary
Professional Customer Service Representative III for global Transunion consumers, CIBC, RBC, SCOTIA, TD etc and Lufthansa Airlines. Consistently achieves recognition for managing customer expectations with a well-defined background in finance and travel industries. Promoted to manage complex customer issues, training and mentoring new CRS teams members. Solid knowledge promoting financial and airline products while delivering a world class customer experience.
Overview
5
5
years of professional experience
Work History
Customer Service Representative III
TransUnion Credit Bureau - Intelenet Global Services
02.2023 - 11.2023
- Process customers financial transactions and provide information on related banking products and services.
- Manage escalated complex and difficult customer relation and financial issues, from frontline representatives,
- Create credit bureau reports based upon client’s banking information to facilitate banks with credit applications and approvals.
- Manage communications with team and customers in person, via phone and email.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Provided training and mentoring to new CSR's hires, contributing to their successful integration into the team.
- Conducted training sessions for Customer Service Representatives on various aspects of the job including soft skills development, product knowledge enhancement, and procedural updates.
Customer Service Representative
TransUnion Credit Bureau - Intelenet Global Services
11.2021 - 02.2023
- Assisted financial institutions CIBC, Scotia Bank, RBC and TD etc and collection agencies with credit bureau scores of customers for the purpose of credit loans.
- Created and maintained detailed database to develop promotional sales.
- Investigated and resolved customer inquiries and complaints quickly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Customer Feedback Representative, Manager
Lufthansa Airlines
04.2021 - 11.2021
- Managed Lufthansa HON Circle members and First Class passengers, processing incoming customer relations inquiries using a priority method of documentation.
- Managed customer inquiries, refunds and claims according to universal conventions and regulations, compensation policies and internal processes.
- Increased customer satisfaction by addressing and resolving complaints in a timely manner.
- Enhanced company reputation by providing exceptional customer service and support.
Customer Service Representative
Lufthansa Airlines
08.2018 - 04.2021
- Provided assistance to worldwide passengers with Lufthansa products.
- Provided travel information and assistance to worldwide passengers
- Checked in passengers, handled baggage, calculated and charged additional fees if applicable.
- Issued boarding passes, itineraries and seating assignments using software system “One Res.”
- Provide details of travel products for travelers to choose flight itinerary and or rebook.
- Processed refunds to customers re: flights, seats, baggage, and any compensation due to flight and baggage delays.
- Troubleshooted login for customers of Lufthansa.com, and Austrian.com sites.
Education
Bachelor of Economics And Statistics -
University of Cape Town,
South Africa02.2014
Skills
- Customer Service Relations
- Conflict & Resolution
- Training & Mentoring CSR's
- In Person, Phone, Email Communication
- Data Collection, Information Security
Languages
French and English
Native or Bilingual
Timeline
Customer Service Representative III
TransUnion Credit Bureau - Intelenet Global Services
02.2023 - 11.2023
Customer Service Representative
TransUnion Credit Bureau - Intelenet Global Services
11.2021 - 02.2023
Customer Feedback Representative, Manager
Lufthansa Airlines
04.2021 - 11.2021
Customer Service Representative
Lufthansa Airlines
08.2018 - 04.2021
Bachelor of Economics And Statistics -
University of Cape Town,
Similar Profiles
Shubham JindalShubham Jindal
CSA at Intelenet Global ServicesCSA at Intelenet Global Services
Natasha KeltnerNatasha Keltner
Travel Supervisor at Intelenet Global ServicesTravel Supervisor at Intelenet Global Services
Phong HoangPhong Hoang
IT Technician at Intelenet Global ServicesIT Technician at Intelenet Global Services
Shawn SmithShawn Smith
Customer Service Representative III at Anthem BCBSCustomer Service Representative III at Anthem BCBS
Mariah JonesMariah Jones
Customer Service Representative III at Innova SolutionsCustomer Service Representative III at Innova Solutions