Agency Paralegal/Administrative Assistant - MMGS - Pietermaritzburg, South Africa
(2021-10 - 2022-07)
Key responsibilities
- Lodging of Bonds/Cancellations/Transfer documents.
- Enhanced case efficiency by organizing and maintaining legal documents, files and correspondence.
- Creating new files and upkeep of files.
- Streamlined communication between clients and legal staff by managing client inquiries promptly and professionally.
- Compilation of month-end reports.
- Liaised with external paralegals and legal staff to complete common tasks on schedule.
- Promoted a positive work environment by providing training and guidance to junior paralegals and interns as needed.
Airport Learning Facilitator - British Airways/Comair Ltd - Durban and Port Elizabeth airports, South Africa
(2013-06 - 2020-11)
Promoted. Key responsibilities:
- Managed two airports ie. Durban and Port Elizabeth airports with regards to on the job and classroom training of all staff.
- Airport on the job and classroom facilitation.
- Competency checks of all staff in all departments.
- Coach and mentor to all staff.
- Offered personalized guidance during office hours or one-on-one consultations, helping learners overcome specific challenges or deepen their understanding of course material.
- Trained the learners on all system programs including evaluation and feedback.
- Testing and evaluation of new system programs including feedback sessions.
- Involved in the recruitment process of new intakes.
- Responsible for the three-month training and induction process of new intakes.
- Design and evaluation of course material.
- Led engaging group discussions that challenged participants to draw connections between course material and their own experiences.
- Maintained accurate records of student performance and attendance.
- Identified areas in need of improvement and implemented solutions.
- Created stimulating classroom environments that enhanced creativity and critical thinking.
- Star Employee of the month.
- Courses attended: Train the trainer, Soft skills training, Facilitation
Customer Service Supervisor - British Airways/Comair Ltd - Durban International Airport and King Shaka International Airport, South Africa
(1999-11 - 2013-05)
Acting Customer Service Manager for two years. Key responsibilities:
- Management of approximately 20 staff on a daily basis.
- Areas of management include: Ticket sales and flight bookings, Check-in of passengers, Departure and Arrival gates, Lost property and baggage enquiries.
- Managed flights to ensure on-time flight departures.
- Managed flight delays and flight cancellations. Arranged hotels and transportation for stranded passengers.
- Staff evaluations and KPA's.
- Coach and mentor including on-the-job training.
- Enhanced team productivity through regular coaching, feedback and evaluation.
- Responded to passenger queries and resolved complaints timeously.
- Revised policies and ensured all staff adherence.
- Daily and Month-end reports.
- Flight preparation for next day.
- Communication with external agents eg. Travel Agencies/Hotels.
- Employee of the month.
- Project manager: Relocation of Durban Airport to La Mercy.
- Courses attended: BABS/FLY/AMADEUS/K3 – Check-in/Ticket sales and Reservations/Arrivals and Departures, International Fares and Ticketing, Visa and Passport training, Dangerous Goods, Galaxy 5, Airport Operations Leadership, Customer Service, Customer Experience, Station Emergency Awareness, Airport Induction
Customer Service Agent - SUNAIR Pty Ltd - Durban International Airport, South Africa
(1998-02 - 1999-08)
Key responsibilities
- Check-in of passengers.
- Ticket Sales and Reservations.
- Arrivals and Departures/Baggage Enquiries.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Managed high-stressed situations effectively, maintaining professionalism.
Administration Clerk/Operations Supervisor - Swift Handling Services - Durban International Airport, South Africa
(1997-02 - 1997-10)
Promoted. Key responsibilities:
- Supervised International flights ie. Air Austral/Air Mauritius/ Ethiopian Airlines with regards to Check-in/Arrivals and Departures and Departure Control.
- Management of staff and customer queries.
- Handled incoming calls from customers.
- Assisted in preparation of detailed reports for senior management ensuring accuracy and timeliness of information.
- Data capturing and month-end reports.
Customer Service Agent - Swift Handling Services - Durban International Airport, South Africa
(1996-06 - 1997-01)
Key responsibilities
- Check-in of International passengers ie. Air Austral/Air Mauritius/Ethiopian Airlines.
- Arrivals and Departures
- Handled flight delays.
- Customer services.
