Dalene Petronella Ntema

• Utilize reservation software proficiently, ensuring quick response times during high call volumes.
• Enhance customer satisfaction by efficiently managing reservations and promptly addressing inquiries.
• Use systems such as Tourplan NX, Nightsbridge, TMIS, MSTeams and Microsoft office to conduct daily reservations, quotes, invoices and vouchers.

• Anticipate and promptly respond to guests’requests.
• Deal with high-volume calls and emails competently to meet service targets.
• Conduct calls professionally and politely to maintain excellent service standards.
• Maintain product knowledge to provide accurate information on our products.
• Plan travel itineraries for families and corporate clients with diverse needs.
• Process payments and online bookings with zero error.
• Upsell guest experiences to maximize average booking value.
• Apply upselling strategies to achieve 100% revenue increase through carhire, private charters and tour bookings.
• I also occasionally host agents at the Natural Selection properties successfully.

• Handle challenging situations or dissatisfied customers professionally, resolving issues and retaining business when possible.
• Proactively communicate potential availability issues or overbooking concerns with management to find solutions before impacting guest experience.
• Consistently meet or exceed performance metrics for call handling, reservation accuracy and upselling.
• Enhanced customer satisfaction by providing personalized travel recommendations and tailored itineraries.
• Introduced new destination options based on market demand analysis that led to an increase in bookings.
• Stayed current on industry developments through attending trade shows, conferences, and participating in professional networking events.

(Duties and responsibilities in the attached Orlando Safaris offer
of employment)
Reference: Orlando Haraseb – 0813560858

02 February 2013 – 14 October 2016 (resigned)
(Duties and responsibilities attached in certificate of service)