Dineo Mafura

Dedicated and customer-focused Aviation, Travel and Customer Service professional with over 20 years of experience across airline operations, premium customer service, reservations, ticketing, cabin crew operations, sales, hospitality, and team leadership. Extensive experience gained with South African Airways in airport operations, premium lounge services, Voyager Loyalty Programme, airline reservations, and customer relationship management. Recognised for delivering exceptional customer experiences, resolving complex travel and service-related enquiries, leading teams, and building strong client relationships.

Experienced in working in fast-paced, high-pressure environments while maintaining the highest standards of professionalism, safety, and service excellence. Currently self-employed as a Beautician, further strengthening customer care, business management, and client relationship skills.

Beautician - Self-Employed

(2022-01)

• Provide professional hair, skincare, nail and beauty treatments.
• Deliver personalised beauty consultations based on customer needs.
• Build and maintain long-term customer relationships.
• Manage appointments, bookings and daily business operations.
• Promote and sell beauty products and services.
• Maintain strict hygiene, health and safety standards.
• Deliver exceptional customer service that encourages repeat business.

Cabin Crew - South African Airways

(2015-03 - 2020-11)

• Delivered exceptional on board customer service throughout domestic, regional and international flights.
• Conducted pre-flight aircraft safety and emergency checks.
• Demonstrated safety procedures and emergency equipment to passengers.
• Ensured compliance with aviation safety regulations and company procedures.
• Assisted passengers with boarding, seating and in-flight requests.
• Managed on board emergencies calmly and professionally.
• Maintained passenger comfort, safety and wellbeing throughout each flight.
• Made clear and professional on board announcements.

Lounge Agent - South African Airways

(2010 - 2015)

• Welcomed and assisted premium domestic and international travellers.
• Managed airline reservations using Amadeus GDS.
• Issued airline tickets, upgrades and Voyager award tickets.
• Assisted customers telephonically and face-to-face with travel enquiries.
• Achieved sales targets through travel product sales.
• Coordinated boarding announcements and gate information.
• Resolved customer complaints professionally and efficiently.
• Delivered world-class customer service within the premium lounge environment.

Acting Team Leader - South African Airways

(2007 - 2009)

• Supervised daily operations and ensured efficient service delivery.
• Managed staff rosters, attendance and leave schedules.
• Conducted coaching sessions and team meetings.
• Coordinated employee induction and ongoing training.
• Ensured operational systems were functioning effectively.
• Reported maintenance and operational issues promptly.
• Managed customer service escalations professionally.
• Motivated staff to maintain high customer service standards.
• Participated in delay management meetings and communicated operational updates to customers.

Customer Service & Reservations Agent - South African Airways

(2003 - 2006)

• Assisted domestic and international passengers with travel requirements.
• Processed airline reservations and ticket sales using Amadeus.
• Registered customers for the Voyager Loyalty Programme.
• Managed Voyager bookings, upgrades and award ticket issuance.
• Assisted leisure, corporate and premium travellers with travel enquiries.
• Delivered exceptional customer service while meeting operational standards.

Promoter - Niche Promotions

(2002 - 2002)

• Promoted products and services to customers.
• Increased brand awareness through promotional campaigns.
• Assisted customers with product information.
• Achieved daily sales and promotional targets.

Contact Centre Management, People Management, Computer & Communication Skills - Technikon Pretoria (2002 - 2002)

Public Relations (N4, N5 & N6) - Office Practice, Communication, Information Processing, Computer Practice - Roodepoort College (2000 - 2002)

Grade 12 - J.G.

Strydom High

School (1997 - 1997)