1.
Curriculum vitae of Ms Kgomotso Matlala
Address:​ 1479 Tau Street Diepkloof Ext Phase 2 1802
Telephone:​ +27 11 985 4655
Mobile:​ +27 834009124
E­mail:​ sybsons1968@gmail.com
Professional profile
An enthusiastic customer services and professional travel industry specialist, who enjoys being part of, as well
as leading a successful and productive team. I’m quick to grasp new ideas and concept to develop innovative
and creative solutions to problems. I have the ability to work well on my own initiative and can demonstrate
high levels of motivation required to meet the business deadlines. I am able to function very well under
significant pressure with the ability to deliver good quality work.
Career aspirations
I am currently looking for an opportunity where I can be able to get more exposure in business development
and operations management role. I’m keen and eager to learn new things outside of my professional
expertise.
Personal details
Driving Licence Code 8
Health Good
Languages Fluent English/Setswana/Sesotho/Afrikaans
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2.
Interests and activities
Currently include Organisational Analysis, Change Management,
Photography, Theatre & Drama, People Watching, Golf and
Running, Toast Master's Club and Reading
Career summary
2010­2013 Assistant Manager (South African Airways Customer Services)
● Managed an International call centre environment
● Strived to align departmental activities with the overall Business Strategy
● Network and Innovate Solutions that address operational issues
● Handled escalated queries through verbal and written communication
● Represented the company in
● Complaint resolution in a way that develops clientele
● Cold­calling
● Customer retention through presenting new products and enhancing existing relationships
● Represented the company in conferences with customers abroad and locally
● Has developed Negotiation as a primary skill for Customer Relationship Management
● Exercised initiative
● Managed 10 Team members and applied Leadership and people management
● Ensured that all Financial transactions are conducted within company policy and the PFMA
● Handled abseteeism and disciplinary matters
● Mentorship and guidance of consultants
● Applied cultural­diversity management skills
● Learn an effective liaison with Stakeholders (Internal and External) in developing proposals that meet
customers' needs, concerns and objectives
● Prepared and presented statistical reports daily, weekly and monthly as support for the company's
Customer Relationship Management (CRM)
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3.
2000­2010 Airways Customer Services Agent ( SAA Customer Services)
● Supported the departmental strategies
● Handled Personal, Telephone and Written Complaints and Appreciations
● Strived for complaint resolution within SLA's
● Liaison with internal stakeholders while investigating complaints
● Adherence to company's compensation policy
● Handled Refund processes in liaison with concerned departments
● Prepared expense authorisations as per departmental policies
● Proactively contact customers telephonically as follow­up­to feed CRM
1997­2000 Airways Customer Services Agent (SAA Industry Travel Office)
● Reservations and ticketing for industry travel (staff, travel agents and other airlines' staff)
● Fare calculations as per specification by industry standards ie. Local, international and zonal
● Cash box duties ie. Handling Daily cashing and banking
● Liaison with foreign airlines for staff travel purposes
● Handled refunds
​1995­1997 Airways Customer Services Agent (SAA Carlton Center and OR Tambo International )
● Itinerary planning, Reservations, Fares and Ticketing­Domestic and International
● Refunds
● Hotel Reservations and transfers
● Visa Application
● Data collection­Loyalty program
● Check­in and boarding
● Meet and greet customers
● Expense Authorisation as per company policy
● Cash box duties
1994­ 1995 Customer Services Woolworths Stores (Rivonia)
● Till operator
● Fitting Room duties
● staff cafeteria duties (cooking and serving food)
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4.
Education and qualifications
Current
2014­to date Self­Study Psychology 3 for Non­degree purposes (NDP) University of South Africa (UNISA)
Completed
2010­2011 Management Advancement Program (MAP) Wits School of Business (South Africa)
1992­1994 BA Degree (Vista University/ University of Johannesburg) Soweto Campus
1990­1990 Travel Course (Birnam Business School)
1988­1989 ​ Dramatic Arts ( Soyikwa Institute of African Theatre)
1985 Senior Certificate ( Veritas High School) Soweto
Key technical skills
Skills Number of years
SAAFARI 10
Amadeus 10
Microsoft Word 18
Microsoft Excel 15
Microsoft PowerPoint 5
SAP 18
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5.
High School /Tertiary Achievements
School Year Type of achievement
Veritas High School 1984 Head Girl
Veritas High School 1984 Chairperson of The Debating Society
Veritas High School 1981 Won (Shell Essay Competition)
Professional development
● IATA­UFTAA for travel agents
● Team Leadership (Management Development Program 2011)
● Management Development Program (MAP 2010­2011)
● Airside Training
● Passenger Handling
References:
The following individuals have agreed to be referees:
Reference Name: Ms. Iris Moepya
Role: Project office
Organization: South African Airways
Contact numbers: Tel: +27 978 2591 (bus)
e­mail: ​IrisMoepya@flysaa.com
Reference Name: Hennie Barnardt
Role: HOD Customer Services and VIP Relations
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6.
Organization: South African Airways
Contact numbers: Tel: +27 11 978 3553 (bus)
mobile: 083 289 1065 e­mail: ​HennieBarnardt@flysaa.com
Reference Name: Lindelwa Mthembu
Role: Specialist: Corporate Social Investment
Organization: (South African Airways
Contact numbers: Tel: +27 11 978 2007 (bus)
Mobile: +27 83 268 0662 e­mail: ​lindelwamthembu@flysaa.com
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