Lerato Wessels

Accomplished customer service professional with a customer centric approach and exceptional interpersonal skills. Proven track record of resolving complex customer issues with professionalism and expeditiousness. Adept at navigating multichannel interactions, including phone and e-mail to deliver seamless customer experiences.

Agile problem solver with a knack for creative solutions and rapid response. Skilled in leveraging CRM platforms and data management to drive customer satisfaction and loyalty. Consistently demonstrates a positive, composed and patient demeanor, driving exceptional customer outcomes

Check In Agent - Nas Colossal - OR Tambo International Airport

(2023-05 - 2024-12)

• Provided exceptional customer service to international passengers, ensuring timely and efficient check-in process
• Operated airline reservation systems (e.g. Sabre, Snap) and baggage handling software
• Managed passenger data accuracy, ensuring confidentiality and compliance with regulations
• Collaborated with Airport staff to resolve passenger issues and quires
• Maintained high levels of customer satisfaction and achieved 95% positive feedback rating
• Assisted with administrative tasks, including data entry and database management

Call Centre Agent - Netflorist

(2021-02 - 2023-03)

• Responded to customer inquiries and resolved issues via phone calls and emails, achieving high first call resolution rates
• Processed orders and payments ensuring timely delivery of products
• Utilized CRM software to manage customer interactions and track issues
• Provided product information and recommendations to customers
• Consistently met or exceeded performance target including customers satisfaction ratings and average handling time

High school diploma - Pele Ya Pele (2014 - 2015)

Diploma - Public Relations - University of South Africa