Chenayi Mudzinganyama
Walsall
Summary
Highly skilled in managing business travel logistics with proven problem-solving and
analytical skills. successfully maintained a 98% customer satisfaction rating, while exceeding sales targets and optimizing travel arrangements for enhanced efficiency. Now seeking a senior business travel consultant position at your organisation to leverage my expertise and deliver exceptional service.
Overview
18
18
years of professional experience
Work History
Travel Operations Executive
City Experiences
05.2023 - Current
- Assisted business travellers with travel bookings, amendments, and cancellations.
- Coordinated travel arrangements while ensuring compliance with regulations.
- Identified customers' needs and provided accurate responses for satisfaction.
- Maintained Sabre GDS queues to meet service level agreements.
- Monitored client itineraries to address travel disruptions effectively.
- Resolved booking discrepancies to facilitate seamless travel experiences.
- Delivered high levels of service to customers for future relationship building.
- Built successful business culture focused on performance optimisation and goal attainment.
- Evaluated departmental performance and developed improvements to key operations.
- Delivered high level of service to customers in effort to build upon future relationships.
- Cultivated strong industry relationships to promote services and improve business operations.
- Established company targets based on previous performance and predicted forecasts.
- Drove customer satisfaction improvements, evidenced by a 95% positive feedback rating from client surveys.
- Facilitated training programmes for senior management, enhancing leadership skills and promoting a culture of continuous improvement.
- Analysed and determined courses of action to align operations and revenue performance with organisational goals.
- Fostered a collaborative work environment, encouraging innovation and team engagement across departments.
- Coordinated international expansion efforts, navigating complex regulatory environments to enter new markets successfully.
- Directed operations to optimise resource allocation, resulting in a 20% reduction in operational costs.
Business Travel Consultant
TravelPerk Birmingham
Birmingham
02.2022 - 02.2023
- Providing first-class service to business travelers, managing travel bookings, amendments and cancellations efficiently.
- Arranging European and domestic travel, including flights, car rentals and hotels.
- Consistently exceeded personal key performance indicators and individual targets by at least 30%.
- Identifying and providing accurate responses to customers' needs to achieve satisfaction.
- Providing suitable travel options and suggestions to meet client needs.
- Ensuring all service level agreements are met, actively maintaining Sabre GDS queues.
- Communicating with clients via live chat, telephone and email ensuring all interactions are professional, friendly and accurate.
- Resolving customer's complaints efficiently in compliance with service level agreements.
- Coordinated complex travel arrangements for diverse departments, ensuring regulatory compliance while improving booking accuracy and traveler satisfaction.
- Monitored client itineraries to promptly identify and address travel disruptions, increasing trip reliability and minimizing operational delays.
- Assisted clients in customizing travel policies, resulting in improved compliance and smoother expense management across diverse business accounts.
- Resolved complex booking discrepancies to ensure seamless travel experiences, enhancing client satisfaction and strengthening long-term business relationships.
Communications Administrator
Birmingham City Council
Birmingham
01.2018 - 12.2021
- First point of contact to all existing customer accounts matters via telephone, email and web portal.
- Evaluating citizen complaints and completing necessary research in order to appropriately respond in writing or calling citizen.
- Engaging with other departments to achieve satisfaction.
- Capturing customer feedback to ensure efficient service is being delivered.
- Developing strong and lasting customer relationships to ensure customer satisfaction and retention.
- Coordinated internal communications workflows to streamline message distribution, resulting in increased employee engagement and clearer information dissemination across departments.
- Coordinated multilingual communication campaigns to increase community engagement and ensure accessibility of public information across diverse populations.
- Streamlined internal newsletter distribution, ensuring timely delivery and increasing staff awareness of council initiatives and policy updates.
- Monitored public feedback channels to promptly address concerns, improving community trust and ensuring transparent communication with local residents.
- Facilitated timely updates to digital platforms, enhancing public access to council services and increasing the accuracy of distributed information.
- Managed press release distribution to local media outlets, increasing the visibility of council projects and strengthening public awareness.
- Handled confidential documents with discretion, safeguarding sensitive information and complying with data protection regulations.
- Delivered presentations to staff on communication tools and protocols, boosting understanding and effective usage.
- Drafted and distributed company newsletters, maintaining regular engagement with employees and stakeholders.
- Tracked and reported on communication campaign metrics, analysing data to inform future strategies.
- Managed internal and external communications, streamlining information flow across departments to enhance organisational efficiency.
Credit Control Executive
Virgin Media
03.2008 - 04.2012
- Handling all customer enquiries via telephone, email or post.
- Effectively managing individual account portfolio.
- Resolving billing issues to minimise debt risk and improve customer experience.
- Ensuring payments are received within defined timescales and that debt targets are met.
- Maintaining both internal and external customer relationships.
- Identifying and escalating potentially high risk accounts.
- Achieving set agreed KPI targets.
- Resolving customer complaints efficiently in compliance with service level agreements.
- Maximising collections.
- Adhering to established regulations and procedures.
- Achieved debt collection targets in line with agreed deadlines.
- Confirmed payment arrangements and finalised customer payment dates and contact information.
- Implemented payment reminders via email, SMS, and phone calls, increasing successful repayment rates.
- Negotiated settlement offers with debtors, achieving favourable outcomes for both parties.
- Helped new and existing customers with wide range of debt collection and payment queries.
- Collaborated with team members to achieve monthly collection targets and improve department efficiency.
- Took full ownership for assigned accounts, solving customer problems and providing excellent customer service.
- Presented monthly performance reports to management, highlighting achievements and areas for improvement.
Education
MSC -
Air Transport Management
UK10.2018
BA -
International Tourism Management
UK07.2017
Diploma -
Tourism Management
UK07.2014
A Levels - Geography, English Language
UK07.2004
O Level -
UK07.1996
Skills
- Sales acumen
- GDS Sabre expertise
- Conflict resolution
- Financial reporting
- Customer service excellence
- Travel coordination
- CRM software proficiency
- Negotiation skills
- Attention to detail
Timeline
Travel Operations Executive
City Experiences
05.2023 - Current
Business Travel Consultant
TravelPerk Birmingham
02.2022 - 02.2023
Communications Administrator
Birmingham City Council
01.2018 - 12.2021
Credit Control Executive
Virgin Media
03.2008 - 04.2012
MSC -
Air Transport Management
BA -
International Tourism Management
Diploma -
Tourism Management