Thembelani Ndlovu
Leduc,AB
Summary
Customer-oriented Reservation Agent with over 15 years of experience in Hospitality lndustry. Hardworking with excellent telephone sales skills. Works to answer all guests questions via phone or email to reach positive outcomes. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
18
18
years of professional experience
Work History
Airport Customer Service Agent
Canadian North
03.2008 - Current
- Resolved customer requests, questions and complaints by analyzing individual situations and determining best use of resources.
- Provided passenger assistance at ticket counter and gate areas by issuing tickets, checking baggage and assigning seats.
- Verified identification and travel documents to efficiently board passengers for on-time departure.
- Operated specialized weighing and screening equipment to weigh and screen passenger luggage.
- Used airline computer system to create airline tickets and boarding passes.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
Screening Officer
CATSA
04.2006 - Current
- Authenticated boarding passes, identification, and passports to prevent fraudulent travel.
- Maintained awareness and focus to identify potentially life-threatening objects or weapons of mass destruction.
- Interacted with public to give directions, explain rules, and regulations and respond to inquiries.
- Discretely observed behavior and demeanor of travelers and staff to screen for suspicious actions.
- Operated x-ray machines, hand wands, and advanced imaging technology to conduct screening of passengers and baggage.
- Used explosive detection machines and chemical swab systems to identify potential hazards.
- Conducted regular patrols of key areas to spot and control security concerns.
- Engaged in casual conversations with individuals to assess and analyze behaviors.
- Performed pat-downs to look for unauthorized materials and weapons.
- Manually screened passengers unable to pass through metal detectors or who triggered alarms.
- Directed passengers navigating screening process, providing additional support to individuals exhibiting difficulties.
Airport Customer Service Agent Coordinator
Canadan North
05.2012 - 11.2022
- Provided passenger assistance at ticket counter and gate areas by issuing tickets, checking baggage and assigning seats.
- Resolved customer requests, questions and complaints by analyzing individual situations and determining best use of resources.
- Operated PA system to make announcements regarding flight activity.
- Introduced complex baggage screening system, increasing screening accuracy 95%.
- Used airline computer system to create airline tickets and boarding passes.
- Coordinated with ramp agents to successfully store, remove and transport customer baggage.
- Verified identification and travel documents to efficiently board passengers for on-time departure.
- Operated specialized weighing and screening equipment to weigh and screen passenger luggage.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Established and cultivated relationships with travel partners, providing clients with smooth ticketing processes.
- Handled incoming and outgoing shipping and receiving activities.
Education
Diploma - Tourism And Hospitality
Bulawayo Polytech
Bulawayo,Zimbabwe02.1993
Skills
- Exceptional Communication
- Excellent Interpersonal Skills
- Passenger Assistance
- Effective Problem Solving
- TSA Collaboration
- Sabre Software
- Critical Thinking
- Microsoft Office
- Active Listening
- Relationship Building
- Team Collaboration
- Problem-Solving
Languages
English
Full Professional
Timeline
Airport Customer Service Agent Coordinator
Canadan North
05.2012 - 11.2022
Airport Customer Service Agent
Canadian North
03.2008 - Current
Screening Officer
CATSA
04.2006 - Current
Diploma - Tourism And Hospitality
Bulawayo Polytech
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