Toko Wright Pheto
Manchester,Greater Manchester
Summary
Customer-focused Travel Administrator skilled in resolving complex queries and enhancing satisfaction through effective management of communication channels, including live chat and CRM systems. Experience in customer service and sales transaction processing supports consistent achievement of service quality targets.
Overview
1
1
Certification
7
7
years of professional experience
Work History
CRUISE AND OPERATIONS CONSULTANT
SCENIC
03.2025 - 06.2026
- Assisted customers in selecting products, offering detailed advice to meet their needs.
- Assisted with customer service queries and managed existing bookings to enhance customer satisfaction.
- Addressed customer enquiries with prompt responses, ensuring clarity about products and services.
- Cultivated excellent customer relationships by providing helpful, friendly and attentive service.
- Resolved complex problems by identifying root causes and implementing effective solutions.
- Met sales targets through proactive promotion and excellent customer service.
- Processed sales transactions accurately, handling cash and card payments efficiently.
- Maintained an up-to-date knowledge of product features, benefits, and availability.
MULTI - SKILLED CONSULTANT
BRITISH AIRWAYS
09.2023 - 02.2025
- Delivered outstanding service by actively listening to customer needs and providing tailored solutions.
- Resolved customer queries and problems through effective communication, guiding customers with step-by-step solutions to improve their experience.
- Engaged with customers to better understand needs and deliver excellent service.
- Handled multiple chat sessions simultaneously, ensuring high-quality service standards and customer satisfaction under pressure.
- Managed live chat inquiries, providing timely and accurate responses to customer queries to enhance satisfaction levels.
- Managed complaints with calm, clear communication and problem-solving.
- Monitored service time and quality, achieving compliance with company standards and enhancing overall service delivery.
- Assisted customers with Executive Club and CRM queries.
- Inbound sales calls and BA holiday bookings.
CUSTOMER SERVICE REPRESENTATIVE
FLYSAFAIR
04.2019 - 09.2023
- Provide excellent customer service to passengers who have queries regarding existing bookings via phone call, email (Zendesk) and Whatsapp (Live chat).
- Maximised customer satisfaction by resolving service issues promptly.
- Addressed customer service inquiries quickly and accurately.
- Assisted passengers with flight bookings, changes, and cancellations to ensure smooth travel experiences.
- Oversaw customer account inquiries, providing accurate information to resolve service complaints and enhance overall customer satisfaction.
- Assisted customers with product-related questions, feedback and complaints.
- Built rapport with customers through courteous and professional communications.
- Administered care and support for unaccompanied minors during travel, ensuring their safety and comfort.
- Maintained accurate records of customer interactions, detailing inquiries, comments, and resolutions for future reference.
Education
A-Levels - Matric - NQF Level 4
Hoerskool Bekker
South Africa01-2008
CPD ACCREDITED CERTIFICATE OF ACHIEVEMENT - PARALEGAL TRAINING
THAMES COLLEGE
Online02-2025
Skills
- Customer relationship management
- Product knowledge
- Sales transaction processing
- Complaint management
- Customer engagement
- Customer service excellence
- Effective communication
- Problem solving
- Verbal communication
- Time-management
- Decision making
- Microsoft Office expertise
Certification
Full UK Driver’s license
Languages
English
Proficient
C2
Afrikaans
Intermediate
B1
Timeline
CRUISE AND OPERATIONS CONSULTANT
SCENIC
03.2025 - 06.2026
MULTI - SKILLED CONSULTANT
BRITISH AIRWAYS
09.2023 - 02.2025
CUSTOMER SERVICE REPRESENTATIVE
FLYSAFAIR
04.2019 - 09.2023
A-Levels - Matric - NQF Level 4
Hoerskool Bekker
CPD ACCREDITED CERTIFICATE OF ACHIEVEMENT - PARALEGAL TRAINING
THAMES COLLEGE