Taryn Lubbe

Experience

• 

  WNS Global Services SA

  Mar 2012 - Feb 2013

  Call Centre Associate: kulula.com

  * Working for a commercial airline, remit comprised - Taking bookings for flights, confirmations, changes in time/dates, cancellations, rebooks - Managed all escalated candidate queries - Provided customer support on fees, rules & regulations, boarding times etc* Trained new members of staff ensuring they were fully able to support customers on all levels

• 

  FlightSite.co.za

  Mar 2013 - Oct 2015

  Travel Consultant / FlightSite Agent Consultant

  Initially employed as a travel consultant & then promoted to agent with more of a training remitTravel Consultant* Booking of individual & group tours, package holidays, cruises, car hire, hotels, bus tickets, flights, bespoke holiday packages - All aspects relating to booking, confirming, payments, changes, upgrades, cancellations, passport & visa advice etc* Advising & assisting customers based on product, travel knowledge, listening & understanding customer requirements & upselling where possible* Ensuring sales targets were met* Provided training to colleagues of GDS (global distribution systems)Flightsite Agent Consultant* Flightsite initiated a new revenue stream where they recruited people who wanted to open their own travel agency under the Flightsite banner - Together with the programme developers, initiated the design & workflows for the new * Agent portal including extensive UAT & remedy of processes that needed optimising - Wrote the full operating manual, quick training reference & process guides & instruction manual to support new Agents - Manual & training material was formatted & published by the marketing team to be as the official company training manuals* Responsible for the training of all new AgentsAt the start of launching the new product, training was on a lower level, which increased to having trained over 4000 new agents - Facilitated 1:1 training & group training using either classroom style-based training or via skype with shared screens or by phone - Provided consistent support to all new users ensuring a level of portal confidence to rapidly boost revenue generation Show less

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  Hetzner (Pty) Ltd

  Oct 2015 - Oct 2018

  Senior Billing Consultant

  * Working within a fast-paced call centre with tight deadline lines & call targets that had to be met* Taking inbound calls & assisting customers with billing enquiries, explaining bill lay outs & package options, raising credit notes & resolving any other payment queries - Achieved set KPI & target call statistics with a focus on customer satisfaction - Logging details of calls whilst on the power dialler, ensuring all relevant notes & information is captured accurately* Fulfilling a more of a technical based remit - Reactivating closed websites & restoring data (website & emails) - Transferring of domain names & confirming domain management acceptance* Resolution of escalated customer complaints, troubleshooting & ensuring retention of customer* Credit control review or late payers or non-payers, following up to ensure payment & where required initiated black listing process Show less

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  TEARS Animal Rescue

  May 2018 - Jun 2019

  Re-Homing Specialist

  * Working from home & setting own daily diary & appointments, cover a wide geographical area* Arranging with new pet home owners to meet with them, check & evaluate their commitment to giving a pet a new home - Completing property inspections to ensure animal safety & level of care - Reviewing current family animal general welfare to ensure an additional pet would not create an un-balanced dynamic - Interviewing the family to ensure their choice of pet is the correct choice & their motivation for that specific type of pet* Arranging follow up visits with families after 3 months to check adaptation & welfare* Writing reports on each visit Show less

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  Utility Warehouse

  Jul 2019 - Sept 2019

  Payment Solutions Officer

  * Contacting customers to help resolve ongoing payment issues on their account.* Conducting health checks for repayment arrangements and advising on any payment revisions/amendments which need to be made.* Ensuring that customers with repayment arrangements are comfortable with their plans.* Identifying vulnerable customers and offering additional support to them - including referrals to citizens advice or debt charities where appropriate.

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  James Cargo Services Ltd

  Sept 2019 - now

  * Receive visitors, ensure that they are signed in, issue correct passes and inform appropriate staff member of their arrival, in accordance with James Cargo visitor procedures* Assist and direct vehicles to goods in * Take in packages for the business* Manage staff sign in/out * Manage contractor/temp staff sign in/out including issue/receipt of temporary passes * Keyholder, ensure issue of building/vehicle keys in accordance with our processes* Security duties such as bag searches and building security checks* Administrative duties as instructed to support the team* Maintain the reception area in good order* Invoicing for the livestock and general cargo departments * Assisting the accounts department with reconciliation of statements* Ensuring payments have been received from our clients* Creating accounts for our clients* Processing payments and refunds* Managing customers accounts Show less

  • Account Manager

    Feb 2021 - now

  • Front Desk Receptionist and Account Manager

    Sept 2019 - Nov 2023