Nastassja Tilling

Results-oriented Customer Retentions Agent/Travel Agent with a proven track record of retaining customers and enhancing loyalty. Successfully retained 80% of at-risk customers by implementing effective communication and problem-solving strategies. Spearheaded the development of a customer loyalty program, increasing retention rates by 15%.

Skilled in providing exceptional customer service, streamlining booking processes, and reducing customer wait times by 25%. Adept at handling customer inquiries and ensuring high levels of satisfaction to drive business growth.

Travel Expert - Flight Centre

• Plan and book travel itineraries for individuals, groups, and corporate clients
• Provide travel recommendations and advice on destinations, transportation, and accommodations
• Coordinate travel arrangements, including flights, hotels, car rentals, and activities
• Process travel bookings, modifications, and cancellations
• Ensure compliance with travel regulations, visa requirements, and health protocols
• Respond to client inquiries via phone, email, or in-person
• Offer personalized travel consultations to understand client preferences
• Provide travel documentation, including tickets, vouchers, and travel insurance
• Resolve client complaints and issues promptly
• Conduct client satisfaction surveys and feedback
• Stay up-to-date on destination information, travel trends, and industry developments
• Research and recommend travel options based on client preferences
• Create customized travel itineraries, including activities and excursions
• Verify travel details, such as flight schedules and hotel reservations
• Provide information on travel requirements, such as passports and visas
• Book flights, hotels, car rentals, and activities using GDS (Global Distribution Systems)
• Manage booking modifications, cancellations, and refunds
• Confirm travel arrangements with suppliers
• Process payments and handle client finances
• Generate travel invoices and receipts
• Maintain accurate client records and travel history
• Update travel documentation and records
• Manage agency operations, including office administration
• Process travel claims and insurance
• Maintain industry certifications and training
• Promote travel packages and services to clients
• Develop and maintain relationships with travel suppliers
• Participate in travel trade shows and industry events
• Create travel marketing materials and campaigns
• Meet sales targets and revenue goals

Transfer Administrator/Time Share Property Agent - THR PROPERTIES

• Drafting legal Documents for the transfer process
• Handling of late Estate Transfers
• Sales consultant

Customer care - First Group

(2019-05 - 2021-09)

• Booking Accommodation/Flights
• Handling account queries
• Handling Refunds/Sales cross selling

Customer care specialist - Igougo - KwaZulu-Natal

(2017-06 - 2019-02)

• Handled ombudsman and heliopeter complaints retained clients that request to cancel
• Resolved customer inquiries and complaints in a timely and professional manner, resulting in a 95% customer satisfaction rating
• Managed a high volume of incoming calls and emails, exceeding performance metrics for response times and resolution rates
• Built strong relationships with customers through active listening, empathy, and effective communication skills
• Collaborated with cross-functional teams to identify and implement process improvements, leading to a 20% increase in efficiency and customer retention

Customer retentions Agent/travel Agent - The Unlimited - KwaZulu-Natal

(2011-03 - 2017-04)

• Handled customer inquiries and concerns related to travel bookings and services
• Provided excellent customer service and ensured customer satisfaction
• Successfully retained 80% of customers considering canceling their travel bookings through effective communication and problem resolution techniques
• Implemented a new customer loyalty program that resulted in a 15% increase in customer retention rate
• Streamlined the booking process, reducing average customer wait time by 25% and increasing efficiency

First Level Regulatory - FSB (2013-09)

Emotional Intelligence in the workplace - EQ PROFICENT LEARNING DEVELOPMENT (2013-12)

Matric - Ridge Park College Education (2003-01 - 2008-12)