Tawanda Chihono
Emirates Group - Dnata
Yuba City
1
Language
1
Certification
18
years of professional experience
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Work History
IT Customer Service Desk Agent
3 Years 2 Months- Achieved operational efficiency through effective management of administrative desk support functions for dnata system support. Enhanced data integrity and quality monitoring, leading to greater accuracy in report generation. Resolved administrative inquiries and delivered operational support that fostered collaboration with Emirates Group IT teams.
- Facilitated troubleshooting and support initiatives for colleagues across various platforms, including in-person, phone, email, and remote desktop.
- Managed IT service restoration efforts, focusing on compliance with service levels and prioritizing business needs to mitigate negative impacts on dnata and airline clients.
- Resolved technical issues promptly, resulting in improved user satisfaction through effective problem-solving. Collaborated with global IT helpdesks to eliminate persistent faults, enhancing overall system reliability. Achieved enhanced service delivery by fostering seamless communication with both internal and external partners.
- Executed recovery of IT service operations in alignment with service level agreements, effectively reducing negative impacts on dnata and airline partners.
Airport Customer Service Agent
8 Years 6 Months- Achieved high customer satisfaction by effectively managing compliance with airline regulations during service interactions. Streamlined customer journey processes by clarifying essential travel requirements, including visas, health documentation, and check-in protocols.
- Leveraged customer service expertise and teamwork to consistently uphold service quality standards during all client interactions.
- Executed service delivery with a focus on efficiency and timeliness, following dnata's standard operating procedures and safety guidelines set forth by the International Civil Aviation Organization and local airport authorities.
- Supported passengers during check-in, managed baggage handling, and coordinated boarding processes to enhance overall travel experience.
Food and Beverage Steward
2 Years 1 Month- Providing knowledgeable, friendly, professional and efficient F&B Service and to all guests ensuring maximum guest satisfaction in a manner consistent with Ocean Basket standards.
- Delivered exceptional customer service to enhance dining experiences and foster guest satisfaction.
- Managed food and beverage stock levels, ensuring timely replenishment and minimizing waste.
- Resolved customer complaints promptly and professionally to maintain a positive reputation.
Senior Waiter
3 Years 9 Months- Coordinated communication with customers through telephone and email to support order placement and booking confirmations.
- Oversaw team performance and training to maintain high standards of dining excellence.
- Instructed new team members on menu specifics, service excellence, and effective customer engagement strategies to ensure high-quality service delivery.
- Handled customer interactions via telephone and email for orders and bookings.
Education
Diploma - Civil Aviation Ground Handling
Diploma - Information Technology (Computer Network Engineering)
General Certificate of Education - Ordinary Level
Skills
Technical support
System diagnostics
Client support
Effective communication
Conflict resolution
Customer oriented
Multitasking
Microsoft Office
ServiceNow
Certification
- Aviation Security.
- Customer Service Leadership.
- Data privacy and Sensitive Security Information.
- Amadeus Altea-CM
- Sabre
- Sita
Languages
English
Full Professional
Honors and Achievements
- Emirates Group Najm merit award
- Professionalism during system outage (2023)
- Providing and handling technical issues during 2022 FIFA WC
- Exceptional customer service-Uzbekistan Airways (Dec 2020)
- Good record attendance 2019,2017,2016
- Volunteer for runway closure to DWC during NRR period (2014)
Timeline
IT Customer Service Desk Agent
Emirates Group - Dnata
08.2022 - 10.2025Read More
Airport Customer Service Agent
Emirates Group - Dnata
01.2014 - 07.2022Read More
Food and Beverage Steward
Ocean Basket - Al Tayer Group
11.2011 - 12.2013Read More
Senior Waiter
Ocean Basket Group South Africa
01.2008 - 10.2011Read More
Edith Cowen University
Diploma from Civil Aviation Ground Handling
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National Information Technology
Diploma from Information Technology (Computer Network Engineering)
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Allan Wilson High School
General Certificate of Education from Ordinary Level
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