Gezani Calvin
Quality Management Systems | Auditing | Customer Services | Contact Centre Management
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About
Both results and production focused, innovative, highly motivated, ethical and professional, with a track record and experience in Customer Service Management, Auditing, Contact Centre Management in the aviation environment/industry. To apply and practice best Customer Services Principles that will improve organizational performance, and customer base, customer satisfaction, build-long term relationships and to assist organizations to minimise operational costs and wastage. With a combination of Quality Management and Auditing to ensure teamwork cohesion, innovation, excellence, sustainability and transparency, leading to improved efficiency and effectiveness of the team, and continuous improvement in quality and compliance with legislation, for the safety of both team members and clients.
Experience
Team Leader - MENZIES AVIATION - OR Tambo Int. Airport, Gauteng
(2008-01 - 2025-05)
- Manage all call Centre resources
- Quality Management Systems
- Auditing
- Capturing RSMS of SLA, filling and assisting customer to fill claim report
- Coordinate meetings between airlines and the company, proactive engagement and give them update
- Manage the training and assisting staff with E-learning
- Operational oversight Full understanding of health and safety (OHS Act, Act 85 of 1993)
- Managing risks and ensuring regulatory compliance through Consistent practices and reporting
- Managing terminal arrival and departure time
- Investigate all complaints received and provide feedback on investigation
- To assist in viewing video footage, obtaining statements
- To heighten security in problematic areas
- Responding to security related incidents
Education
Quality Management System Certificate - Quality Management - IRG (TETA), Randburg (2024-08 - 2025-07)
Programme in Customer Service Management - Customer Service Management - UNISA, Pretoria Campus (2016 - 2016)
NQF Certificate in Customer Service Management - Customer Service Management - UNISA, Pretoria Campus (2006 - 2006)
Certificate - Travelling and Tourism Management - Anchorlite College, Johannesburg, Braamfontein (1997 - 1999)
Grade 12 (Matric) - Shigamani High School (1996 - 1996)
