Ronelle Swartz

To work in an environment which encourages me to succeed and grow professionally where I can utilize my skills and knowledge appropriately. An environment where I can practice and perfect my current skills whilst also learning more.

Subject Matter Expert; Corporate Travel Subject Matter Expert (SME) at IGT Solutions (2024-10 – Present)

• Act as the second-in-command, supporting the Team Leader/Manager in overseeing daily corporate travel operations.
• Provide expert guidance on domestic and international travel bookings, including flights, accommodation, car hire, rail, and visa requirements.
• Handle complex and VIP travel requests while ensuring compliance with client travel policies and service level agreements (SLAs).
• Resolve escalated customer queries and travel disruptions efficiently, maintaining high levels of client satisfaction.
• Mentor, coach, and support team members by sharing product knowledge, best practices, and process improvements.
• Monitor service quality, productivity, and operational performance to ensure targets and key performance indicators (KPIs) are achieved.
• Assist with training new staff, quality assurance, and implementing process improvements to enhance efficiency.
• Build and maintain strong relationships with clients, suppliers, and internal stakeholders.
• Serve as the primary point of contact and lead the team in the absence of the Team Leader or Manager.

Travel Experience Agent at IGT Solutions (2024-03 – Present)

• Provide expert guidance on domestic and international travel bookings, including flights, accommodation, car hire, rail, and visa requirements.
• Handle complex and VIP travel requests while ensuring compliance with client travel policies and service level agreements (SLAs).
• Resolve escalated customer queries and travel disruptions efficiently, maintaining high levels of client satisfaction.

Technical Support Associate at Amazon (2023-04 – 2023-08)

• Provide technical support to Amazon customers by diagnosing and resolving issues related to orders, accounts, devices, payments, and website or app functionality.
• Troubleshoot technical problems, identify root causes, and guide customers through step-by-step solutions.
• Assist with account access, password resets, login issues, and security-related concerns while following Amazon policies and procedures.
• Escalate complex technical issues to the appropriate internal teams when necessary and ensure proper follow-up.
• Document customer interactions, troubleshooting steps, and resolutions accurately in the support system.
• Maintain a strong understanding of Amazon products, services, tools, and support processes to deliver effective assistance.
• Meet performance targets and quality standards, including customer satisfaction, response time, and resolution metrics.
• Collaborate with team members, supervisors, and other departments to improve service delivery and customer experience.
• Stay updated on new tools, systems, and process changes to provide accurate and efficient technical support.

Customer Service Advisor at Capita (2022-11 – 2023-02)

• Provide customer support to international retail customers by assisting with inquiries related to orders, products, payments, shipping, returns, exchanges, and accounts.
• Troubleshoot customer concerns, identify the root cause of issues, and guide customers through clear step-by-step solutions.
• Assist with order tracking, delivery updates, refunds, cancellations, and product availability while following company policies and procedures.
• Handle complaints and service concerns with empathy and professionalism to ensure a positive customer experience.
• Escalate complex issues to the appropriate internal teams when necessary and ensure proper follow-up until resolution.
• Document customer interactions, issue details, actions taken, and resolutions accurately in the support system.
• Maintain a strong understanding of products, services, systems, and support processes to deliver effective assistance.
• Meet performance targets and quality standards, including customer satisfaction, response time, and resolution metrics.
• Collaborate with team members, supervisors, and other departments to improve service delivery and customer experience.
• Stay updated on new tools, systems, policies, and process changes to provide accurate and efficient support to international customers.

Customer Service Advisor at Webhelp (2022-05 – 2022-10)

• Provide prompt and courteous support to passengers regarding flight bookings, changes, cancellations, check-in, baggage, seat selection, and travel policies.
• Respond to customer inquiries by phone in a professional, efficient, and customer-focused manner.
• Assist passengers with flight schedules, fare rules, boarding procedures, travel requirements, and airline services.
• Handle booking modifications, reissues, refunds, and payment-related queries in line with company policies and fare conditions.
• Support customers during flight delays, disruptions, missed connections, and cancellations by offering clear information and available options.
• Resolve complaints and service issues with empathy and professionalism while maintaining a positive customer experience.
• Provide guidance on baggage allowances, excess baggage charges, special assistance requests, and other ancillary services.
• Escalate complex cases to the appropriate departments and ensure timely follow-up until resolution.
• Accurately record customer interactions, booking details, complaints, and resolutions in the airline’s systems.
• Maintain up-to-date knowledge of airline products, routes, policies, procedures, and travel regulations to deliver accurate information.
• Work efficiently in a fast-paced, high-volume environment while meeting service quality, response time, and customer satisfaction targets.
• Collaborate with airport staff, operations teams, and other departments to support smooth service delivery and on-time passenger assistance.
• Promote optional airline services where appropriate, such as baggage upgrades, seat selection, and priority services, while maintaining a helpful customer approach.
• Follow all safety, security, and compliance procedures at all times

Customer Service Advisor at Teleperformance (2020-12 – 2021-10)

• Provide prompt and professional support to customers regarding billing, account queries, service connections, disconnections, meter readings, payments, and tariff information.
• Respond to customer enquiries by phone, email, chat, or other digital channels in a courteous, efficient, and customer-focused manner.
• Assist customers with understanding bills, payment methods, direct debit arrangements, account updates, and usage-related questions.
• Handle service requests such as new connections, transfers of service, meter appointments, and account changes in line with company procedures.
• Support customers during service interruptions, outages, emergencies, and planned maintenance by providing clear information and available options.
• Resolve complaints and service issues with empathy and professionalism while maintaining a positive customer experience.
• Provide guidance on energy or water-saving initiatives, payment support options, vulnerable customer services, and other available assistance.
• Escalate complex cases to the appropriate departments and ensure timely follow-up until resolution.
• Accurately record customer interactions, account details, complaints, and resolutions in the company’s systems.
• Maintain up-to-date knowledge of utility products, tariffs, policies, regulations, and service procedures to deliver accurate information.
• Work efficiently in a fast-paced, high-volume environment while meeting service quality, response time, and customer satisfaction targets.
• Collaborate with field teams, billing departments, technical support, and other internal stakeholders to support smooth service delivery.
• Promote relevant self-service tools and digital channels where appropriate, while maintaining a helpful and supportive customer approach.
• Follow all safety, security, data protection, and compliance procedures at all times.

Technical Support Associate at Amazon (2019-09 – 2020-01)

• Provide technical support to Amazon customers by diagnosing and resolving issues related to orders, accounts, devices, payments, and website or app functionality.
• Respond to customer inquiries through phone, chat, or email in a professional, timely, and customer-focused manner.
• Troubleshoot technical problems, identify root causes, and guide customers through step-by-step solutions.
• Assist with account access, password resets, login issues, and security-related concerns while following Amazon policies and procedures.
• Escalate complex technical issues to the appropriate internal teams when necessary and ensure proper follow-up.
• Document customer interactions, troubleshooting steps, and resolutions accurately in the support system.
• Maintain a strong understanding of Amazon products, services, tools, and support processes to deliver effective assistance.
• Meet performance targets and quality standards, including customer satisfaction, response time, and resolution metrics.
• Collaborate with team members, supervisors, and other departments to improve service delivery and customer experience.
• Stay updated on new tools, systems, and process changes to provide accurate and efficient technical support.

Lead Associate at WNS (2019-01 – 2019-09)

• Provide prompt, professional support to customers regarding car insurance policies, quotations, renewals, endorsements, cancellations, claims queries, premium payments, and policy documentation.
• Respond to customer enquiries by phone, email, chat, or other digital channels in a courteous, efficient, and customer-focused manner.
• Assist customers with understanding policy coverage, exclusions, excesses, payment options, renewal terms, and international insurance requirements.
• Handle policy administration tasks such as new business processing, policy amendments, vehicle changes, driver updates, address changes, and certificate issuance in line with company procedures.

Customer Support Consultant at Lufthansa (2018-06 – 2018-12)

• Provide prompt and courteous support to passengers regarding flight bookings, changes, cancellations, check-in, baggage, seat selection, and travel policies.
• Respond to customer inquiries by phone in a professional, efficient, and customer-focused manner.
• Assist passengers with flight schedules, fare rules, boarding procedures, travel requirements, and airline services.
• Handle booking modifications, reissues, refunds, and payment-related queries in line with company policies and fare conditions.
• Support customers during flight delays, disruptions, missed connections, and cancellations by offering clear information and available options.
• Resolve complaints and service issues with empathy and professionalism while maintaining a positive customer experience.
• Provide guidance on baggage allowances, excess baggage charges, special assistance requests, and other ancillary services.
• Escalate complex cases to the appropriate departments and ensure timely follow-up until resolution.
• Accurately record customer interactions, booking details, complaints, and resolutions in the airline’s systems.
• Maintain up-to-date knowledge of airline products, routes, policies, procedures, and travel regulations to deliver accurate information.

Customer Service Advisor at Sigma (2014-10 – 2018-03)

• Provide prompt, professional support to customers regarding credit card accounts, applications, activations, transactions, billing enquiries, payments, rewards, and card services.
• Respond to customer enquiries by phone, email, chat, or other digital channels in a courteous, efficient, and customer-focused manner.
• Assist customers with understanding card features, interest rates, fees, payment due dates, credit limits, rewards programmes, and international card usage requirements.
• Handle account administration tasks such as new card setup, card replacements, address changes, contact updates, limit increase requests, and statement requests in line with company procedures.

N4-N6 in Entrepreneurship and Business Management – Falsebay College (2013 – 2014)

National Certificate; 12 – Steenberg High School (2007 – 2011)