Phillip Vorster

I have over 18 years of cross-functional leadership experience across high-volume aviation ground handling, international air freight logistics, remote BPO dispatch, and end-to-end property asset management. Throughout my career, I have proven my ability to direct multi-channel CRM workflows, manage Galileo GDS platforms, and consistently enforce strict IATA and SACAA regulatory compliance across complex international operations. I excel at resolving high-stakes client escalations, coordinating real-time field driver dispatch under tight service-level agreements, and supervising cross-functional teams with an owner's mindset to maximize operational efficiency.

Furthermore, I bring an enterprise-grade, zero-downtime remote home office setup—complete with high-speed 350 Mbps fibre, an Intel Ultra 7 system, and a 12 kW solar battery and generator system—that guarantees continuous, uninterrupted execution for high-demand international remote roles across global time zones.

Customer Service Agent / Ground Operations at South African Airways (2024-05 – Present)

• Direct passenger ground services, gate operations, and baggage reconciliation in full compliance with IATA and SACAA regulatory standards.
• Execute complex passenger disruption handling (IRROPs), managing rebooking, accommodations, and high-stress customer resolutions.
• Conduct strict international travel document verification, entry visa checks, and security compliance protocols prior to boarding.
• Utilize specialized aviation GDS and operational software to ensure continuous on-time flight dispatches and accurate passenger manifest auditing.

Operations & Maintenance Lead at Residential Property Management (2021-01 – Present)

• Manage end-to-end facility upkeep, structural repairs, and emergency maintenance workflows for a 3-bedroom property asset.
• Source, vet, and supervise specialized external contractors to ensure quality execution and cost efficiency on all maintenance jobs.
• Oversee financial administration, including rental collection tracking, contractor invoicing, expense reporting, and maintenance budget allocations.
• Serve as primary point of contact for tenant communications, lease agreement enforcement, and proactive dispute resolution.

Customer Service & Delivery Support Specialist at Amazon (USA) (2022-08 – 2024-05)

Remote BPO (SaaS)

• Provided remote dispatch and driver route support across live chat, email, and phone queues for a high-volume global delivery network.
• Leveraged enterprise CRM tools to manage real-time shipment tracking, process customer refunds, update order statuses, and resolve delivery exceptions.
• Coordinated cross-functional escalations between logistics dispatchers, field drivers, and end customers under strict SLA timeframes.

Customer Service & Dispatch Consultant at Insta Answer (2022-04 – 2022-08)

Remote USA BPO

• Executed remote dispatching, emergency message processing, and intake management for US-based commercial accounts
• Managed real-time field service technician routing, urgent client message escalation, and structured data entry via custom CRM interfaces.

Travel & Air Freight Logistics Coordinator at Keringa Petwings (2021-07 – 2022-02)

• Facilitated end-to-end international air freight logistics, creating custom Air Waybills (AWBs) and managing live-animal transport compliance.
• Sourced airline cargo rates, negotiated space allocations with carriers, and secured international import/export permits from global government bodies.
• Hosted virtual coordination meetings with global stakeholders to manage complex transit schedules and international veterinary entry requirements.

Customer Service Agent / Acting Team Leader at South African Airways (2006-11 – 2021-10)

• Supervised check-in, arrivals, and boarding gate operations while maintaining consistently high customer satisfaction scores.
• Acted as Team Leader: led on-site crisis resolution, handled escalated passenger disputes, supervised frontline teams, and enforced airside safety regulations.
• Direct passenger ground services, gate operations, and baggage reconciliation in full compliance with IATA and SACAA regulatory standards.
• Execute complex passenger disruption handling (IRROPs), managing rebooking, accommodations, and high-stress customer resolutions.
• Conduct strict international travel document verification, entry visa checks, and security compliance protocols prior to boarding.
• Utilize specialized aviation GDS and operational software to ensure continuous on-time flight dispatches and accurate passenger manifest auditing.

Ticket Sales and Reservations Agent Domestic & International at Nationwide Airlines (2005-02 – 2006-10)

• Handled domestic/international ticketing, flight reservations, Galileo GDS operations, and end-of-day financial cash-ups.

Commercial Security Officer at Universal Security (2003-01 – 2004-02)

• Managed movement control, access verification, and commercial premises security.

Diploma in Travel and Tourism – Varsity College (2001 – 2005)