A
Aakifah Mohamed
About
Detail
Western Cape, South Africa
Résumé
Jobs
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Remote Reservation AgentTyme GlobalFeb 2024 - May 2025 (1 year 4 months)• ◦ Managed hotel reservations across 85 properties via phone, chat, and email. • ◦ Responded to a high volume of guest inquiries with professionalism and accuracy. • ◦ Confirmed bookings, modified reservations, and processed cancellations. • ◦ Sent personalized confirmation emails and followed up with guests post-booking. • ◦ Upsold amenities and services (e.g., room upgrades, late check-outs), consistently meeting sales targets. • ◦ Dealt with difficult or dissatisfied guests with empathy and problem-solving. • ◦ Collaborated with hotel front desks and internal teams to resolve issues quickly. • ◦ Maintained detailed records of bookings using Semper and other systems.- Administrative Support AssistantHuzzleJan 2023 - Jan 2024 (1 year 1 month)• ◦ Provided administrative support to managers and internal departments. • ◦ Scheduled meetings, managed executive calendars, and coordinated virtual events. • ◦ Managed high volumes of email and phone communications efficiently. • ◦ Organized digital files, reports, and records for easy access and retrieval. • ◦ Assisted in onboarding processes by preparing documentation and schedules. • ◦ Liaised with clients and vendors for follow-ups, scheduling, and document handling. • ◦ Maintained confidentiality and ensured all sensitive information was handled appropriately.
- IChat Support AgentInterprize GlobalFeb 2021 - Dec 2022 (1 year 11 months)• ◦ Responded to an average of 80–100 customer chats daily across various platforms. • ◦ Delivered first-contact resolution for billing, technical, and general inquiries. • ◦ Maintained a 95%+ satisfaction rating through fast, friendly, and solution-focused communication. • ◦ Escalated unresolved issues to the appropriate departments while keeping customers informed. • ◦ Used internal CRM tools to log conversations and track issue progress. • ◦ Participated in weekly training sessions to stay updated on products and protocols. • ◦ Supported team goals by sharing insights, improving FAQs, and mentoring new agents.
Education
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- Higher Certificate in Business Management (HICBM)Rylands High SchoolJan 2021 - Dec 2022 (2 years)
- NNational Senior Certificate (Matric – NQF Level 4)Jan 2016 - Dec 2020 (5 years)