Twanet

1 CURRICULUM VITAE – T VENTER CURRICULUM VITAE Name: TWANET VENTER Profession: Customer Liaison Officer Years Experience: 9+ Nationality: South African Married: Yes Contact Details: Phone: - Email:- KEY QUALIFICATIONS AND INTRESTS As tourism management graduate tourism was my passion and first love, but I have come to realize that I am a quick learner and able to adapt to any role I have been assigned to which led me to many new opportunities. I thrive in any environment where I have to provide a service to clients and especially in resolving difficult and I-rate situations effectively. My belief is that exceeding customer expectations starts by always being friendly and secondly being honest and give feedback as and when promised. I am passionate about working with people and the feedback from many satisfied customers that I have serviced in my career to date confirm my good track record and the fact that I excel in any customer service role. Good organisational skills and my dedication to always go the extra mile has allowed me to succeed in various roles that I have been entrusted with over the years. I take pride in what I do and always do everything I can to the best of my abilities. I am proficient in the following computer software: • Windows • Microsoft Office • Galileo • Consoft • Dext • SAP 2 CURRICULUM VITAE – T VENTER ADDITIONAL COURSES: • • • • • • Hospitality and catering (Exempted). Tour-guiding course. National Air Ticket and Fare Calculations. International Air Ticket Fare Calculations. Client-service excellence course. Telephone etiquette and skills course. EDUCATION: Matric Drivers Licence Code 8 BCom: Tourism-management (University of Pretoria) - LANGUAGES: English Afrikaans Speak Excellent Excellent AWARDS AND COMPLIMENTS: • • • • • Most Compliments 2010 Award. Second most compliments 2012 Award. Top walk-in Consultant 2013 Award. Most helpful awarded 2016 Most helpful awarded 2017 Read Excellent Excellent Write Excellent Excellent 3 CURRICULUM VITAE – T VENTER EXPERIENCE RECORD: POST-GRADUATE EXPERIENCE April 2018 to Current: VOERMOL FEEDS division of Tongaat Hullett Sugar. Responsibilities: • • • • • • • • • • • • • • • • Provide an efficient and reliable communication service to all Voermol Customers, Voermol Agents and Management. Assist, in liaison with the Logistics Planner to communication production problems and related concerns to Voermol Agents daily. Atten to Transporters (in conjunction with the Logistics Planner) Agents, Customers and management concerns, queries and requests in a professional and polite manner. Keep daily contact with the Transport Coordinator, record poor transport services (delays of deliveries, delays of off-loading etc.) and report to the Logistics Planner. Contact agents daily to advise them of: - Loads booked - Provide transporter name and telephone number. - Advise agents of loads not despatched. Inform agents daily telephonically and immediately and notate on the spreadsheet: - Transporter non-arrivals and cancellations. - Details of re-scheduled bookings due to non-arrivals and cancellations. Monitor daily with the agents to ensure that SMS’es are transmitted. Report any problems to the Logistics Planner. Assist as and when necessary daily on an ongoing basis with the new booking and confirmation of trucks. Attend to management queries and requests without delays on all matters relevant to the liaison issues and referred to above. Liaise with all respective Agents at least once a week and notate any concerns or problems and liaise with Logistics Planner to address. Email letters/memo to transporters and agents as and when required without delay. Keep a record for future easy reference. Do all PR’s as and when required for the Distribution Department within two working days and process the documentation without delay. Trace progress with order numbers daily and follow up as necessary without any undue delay. Report problems to the Logistics Planner. Stand in for the Transport Co-ordinator as and when required. Assist with ad-hoc general tasks in the Distribution Department as and when required. Administer all arrangements concerning the opening of transporter Vendors – updating terms and conditions & Goods in Transit documentation annually. June 2016 to March 2018: ONLY REALTY SELECT Ballito Branch Responsibilities: - Securing stock for sales and rental departments - Uploading listings onto websites 4 CURRICULUM VITAE – T VENTER - Answering phones - Tending to walk-in customers - Managing office supplies - Receptionist - Renewal agent: communicating to landlords and tenants to renew expiring leases - Preparing leases - Updating systems - General Correspondence Holiday letting agent: - Securing stock and assisting holiday landlords with the managing of their properties - Marketing and uploading of holiday stocks onto websites - Managing holiday enquiries - Managing holiday bookings - Booking clients into the establishments - Handling any queries during the clients’ stay - Checking out and managing property and deposits. - Instructing on payments to landlords, refunds to tenants and allocation of commission. From January 2014 till April 2015 I’ve taken the role as private tour operator arranging the following for family and friends that came to visit me in Germany and Dubai: • Searching for and assisting with booking of flights • Booking accommodation • Assisting with visa arrangements • Arranging excursions and packaged tours with local travel agencies including: - Big Bus tours - Desert Safaris - Burj Khalifa and fountain viewing excursions - Seeing the world-famous Dubai Aquarium excursions - Excursions to malls and local restaurants - Arranging Dhow dinner cruises ACT Travel (October 2009 – December 2013) Call-Centre Consultant of the Holiday Timeshare Club (QVC) division of ACT Travel ±2years experience. Dealing with all client-related queries including: • • • • • Compiling and booking holiday reservations. Resolving problems with accounts. Resolving problems with bookings and resorts. Updating details. Customer correspondence regarding accounts, conformation letters and specials. After ± 2 years I was promoted to the “walk-in“ department where I was appointed as a Client Relations Consultant: 5 CURRICULUM VITAE – T VENTER In this department my responsibilities include: • • • • • • Meeting clients face to face in my office and making sure their queries are dealt with in an utmost professional manner, resolving it efficiently and effectively while they can sit back and relax and enjoy a cup of coffee. Helping them to plan their holidays for the year and making holiday reservations at one or many resorts. Providing clients with information about the club, their accounts, current specials and extra services to their benefit provided by the club. Any serious issues that cannot be resolved by the call-center and / or that the client need to come into the office for is dealt with by me and my department. Guest would seldom leave without their queries being resolved. Calling all new clients of the club ensuring that they are aware of their benefits and the wonderful opportunities to visit the variety of resorts offered. Extensive knowledge of resorts offered per area to suit every client's individual requests. I was also the full-time standby-consultant: from June 2012 to April 2013 where responsibilities included: • Ensuring that all bookings for clients are correct. • Ensuring the resorts are aware of the guests arriving. • Quality and crisis control: making sure guests were happy with their stay at resorts and handling relevant complaints queries. • Making sure that if a crisis occur at a resort (pipe burst, unit burnt down etc.) members • Assisting industry partners with general problems with guests and resorts after-hours. • Taking calls from resorts after-hours to ensure check-in of our members run smoothly and any queries are dealt with immediately and effectively. • Compiling daily, weekly and monthly reports. I worked in the travel department from October 2013 until December 2013 where responsibilities included: • Making reservations for the Mnarani Hotel in Kenya which was owned by the company I worked for. • Arranging flights to various destinations • Assisting clients with tours • Assisting corporate clients with their travel arrangements when they had to attend meetings also ensuring that their accommodation was arranged and secured along with their flights and car rentals. • Phoning Club members to ensure that they know the club has an internal travel agency that they can make use of. 6 CURRICULUM VITAE – T VENTER PRE-GRADUATION EXPERIENCE I have done vacation work every year since I turned 16. Total vacation work done is approximately 3 years. From 2004 I’ve started working as a waitress on weekends and holidays at DocksidePorterhouse; Greenfield's and 180° until 2006. This was the start of my skills development and discovering my love for working with people. Belle Doné Guest House (December 2007) I’ve worked hands-on with guest management and customer service; reservations; reception; accounts; food and beverages and functions. Flight Centre (January 2008) I worked at Flight Centre as a trainee and substitute. I’ve experienced dealing with unique customer queries; ticket fare calculations using the Galileo software suite; Planning packages and tours and working with phone-in as well as walk-in clients. Sterkfontein Heritage Lodge (28 June – 10 July 2008) I’ve worked with food and beverage, banqueting as well as reception. Reception tasks that I'm proficient in include reservations, accounts and dealing with settling relations with debtors of the lodge. In addition, I gained valuable experience and skills from the Manager (Mr. Neil Basson) regarding various sales skills and marketing skills. We as employees were also granted the opportunity to develop these skills by receiving marketing tasks. We were also sent on a conference accompanied by the event-manager of Maropeng who taught us various skills of event management at an establishment such as Maropeng. Emalahleni Visitor Information Centre (December 2008 – January 2009) Please refer to letter of reference on last page. REFERENCES: Name Position in Company Me. Lerato Gasebone Manager of Client Relations Mnr. Neil Basson Manager of Sterkfontein Heritage Lodge Debbie Lloyd Refer to letter of reference below Me. Charlotte Changuion Colleague at Only Realty T Venter _________________________________ Signature Phone No E-mail - - - 011009/2019 ___________________ Date 7 CURRICULUM VITAE – T VENTER Emalahleni Visitor Information Centre CC 2004/000681/23 Saveway Crescent, Mandela Street, Witbank/eMalahleni Private Bag x7294, Suite 80, eMalahleni, 1035 Telephone Number - /- Fax Number - /- Hour Assistance Number - Email address –-- Website Address – www.witbankinfo.co.za 23rd January 2008 To Whom It May Concern: Letter of Reference for Twanet Augustyn Length of employment: 32 Days – 195 Hours Duties: It was with great pleasure that Twanet Augustyn was employed at our company. excelled in all tasks given to her. She SOCIAL SKILLS Communication was clear, respectable and understandable. ABILITY TO LEARN Quick ability to learn INITIATIVE Used her own initiative with all tasks. Always going the extra mile and giving more then asked. DEPENDABILITY Twanet was never late for work and insisted on working extra hours to complete any work that was given to her to ensure it is completed on time, accurately and with extra effort. INTEREST AND ENTHUSIASM Showed great interest in the industry, clearly showed that her passion is for the tourism industry. KNOWLEDGE Had a great deal of knowledge of the industry, was always willing to learn and did not hesitate to ask questions to learn more. PERSONALITY She was enjoyed by staff, clients and establishments. PUNCTUALITY Very good. ATTITUDE Positive at all times, despite difficult clients or establishments. Please do not hesitate to contact me for any further reference. Thanking you Debbie LLoyd CERTIFICATION: I, the undersigned, certify that to the best of my knowledge and belief, these data correctly describe me, my qualifications, and my experience. 8 CURRICULUM VITAE – T VENTER 9 CURRICULUM VITAE – T VENTER