Summary
Overview
Work History
Education
Skills
Websites
Certification
Timeline
Generic
Chantel Van der Merwe

Chantel Van der Merwe

Kariong, NSW,NSW

Summary

I have extensive experience in building customer relationships. I can manage multiple tasks simultaneously while maintaining high attention to detail. I always strive for the highest levels of service standards to achieve management excellence. With several years of experience in the travel and tourism industry, my skills and experiences are transferable to other industries. I have a Degree in Heritage and Cultural Tourism and have done my GDS courses in Worldspan, Galileo, and Amadeus.

Overview

17
17
years of professional experience
1
1
Certification

Work History

Account Executive

Now Media (Pty) Ltd
12.2021 - 02.2024
  • Ensuring operators information is 100% correct
  • Sending out up-date letter every month
  • Making changes required within 24 hours
  • Ensure information is what agents need (revised from time to time and is accurate, relevant and user friendly)
  • Ensure that operating systems provide a streamlined, effective and accurate service to clients (ensure quality, consistency, continuity and service oriented business ethic)
  • Renewal of accounts and accounting issues
  • Renewing at least 90% of allocated contracts timeously
  • Encourage clients to renew contract for larger number of index or take add, indexes where necessary
  • Maintain accurate records of number of indexes to ensure clients are billed correctly
  • Assist with the collection of pre-payments and outstanding monies where necessary
  • Promotions
  • Maintain a high commitment to customer focus and the creation of value add by promoting clients on the Travelinfo system (info to be advertised on all the relevant sections and clients to take additional screens where necessary)
  • Put forward client's new products, specials, etc (being on the look-out for a new angle to be considered for daily news)
  • Have a clear understanding of customers' company, needs and service expectations
  • Regular and meaningful communication with clients
  • Records to be kept of face-to-face calls (minimum 6 per month), plus telephonic contact
  • Maintain good relationship with agents who call in with queries and suggestions
  • Identifying potential problem clients and taking appropriate action timeously
  • Assist with Travelinfo technical and general problems
  • Maintain and increase readership of travel consultants
  • Administration and General Duties
  • Chasing up of proofs and completed work
  • Ensure accurate records are kept of client information, in case of dispute
  • Working as as team player to improve productivity
  • Assist with new projects where necessary
  • Maintain effective and proactive internal relationships.

Senior Business Travel Consultant

Tourvest Travel Services
07.2017 - 07.2020
  • Travel issuance for the following accounts: Tenova Pyromet, Tenova Takraf, Mazda SA, Renault SA
  • International, regional and domestic bookings for clients
  • Working on Amadeus
  • Product Knowledge and understanding of trends and development within the Travel industry
  • Good Geographical Knowledge
  • Detailed and in-depth knowledge and understanding of the structure, operations, systems, systems and procedures of the organisation
  • Knowledge and work on the Amadeus and TRAVEL IT
  • Issue full domestic, regional and point-to-point international reservations including hotel, car, air, transfer, B&B etc
  • Accurately complete all reissues
  • Ability to complete all refunds accurately
  • Ensure corporate fares are utilized
  • Understanding and adhering to the clients' travel policies and procedures
  • The ability to advise the solution to the problem
  • A client centric mentality, with consistent extra mile service
  • Ability to build relationships with clients
  • Immediate attention to any client complaint
  • Adhere to client turnaround times
  • Building and maintain multi-level relationship within the company
  • Complete Monthly Open ticket and Refund report
  • Order of Forex through American Express Forex
  • Organizing Visa Letters via Travel Insurance Companies
  • Adhering to turn SLA turnaround times
  • Training of Junior Staff
  • Assist with Visas where possible through Visa International or MDS Visapak.

Senior in Charge: Business Travel

Tourvest Travel Services
05.2015 - 07.2020
  • Product Knowledge and understanding of trends and development within the Travel industry
  • Good Geographical Knowledge
  • Detailed and in-depth knowledge and understanding of the structure, operations, systems, systems and procedures of the organisation
  • Knowledge and work on the Amadeus and TRAVEL IT
  • Issue full domestic, regional and point-to-point international reservations including hotel, car, air, transfer, B&B etc
  • Accurately complete all reissues
  • Ability to complete all refunds accurately
  • Ensure corporate fares are utilized
  • Understanding and adhering to the clients' travel policies and procedures
  • The ability to advise the solution to the problem
  • A client centric mentality, with consistent extra mile service
  • Ability to build relationships with clients
  • Immediate attention to any client complaint
  • Adhere to client turnaround times
  • Building and maintain multi-level relationship within the company
  • Complete Monthly Open ticket and Refund report
  • Order of Forex through American Express Forex
  • Organizing Visa Letters via Travel Insurance Companies
  • Adhering to turn SLA turnaround times
  • Training of Junior Staff
  • Assist with Visas where possible through Visa International or MDS Visapak
  • Interim on site account; navigating Travel Bookers to work on TRAVEL IT up until the full tool is rolled out.

Senior Business Travel Consultant - Home Networker

Tourvest Travel Services
07.2013 - 07.2020
  • International and domestic bookings for clients of Nissan & Renault; Organizing visas as well
  • Working on Amadeus; SAM and Communicator to generate quotes; issue tickets and invoices
  • Financial awareness
  • Product Knowledge and understanding of trends and development within the Travel industry
  • Good Geographical Knowledge
  • Detailed and in-depth knowledge and understanding of the structure, operations, systems, systems and procedures of the organisation
  • Knowledge and work on the Amadeus/Galileo GDS
  • Issue full domestic, regional and point-to-point international reservations including hotel, car, air, transfer, B&B etc
  • Accurately complete all reissues
  • Ability to complete all refunds accurately
  • Ensure corporate fares are utilized
  • Understanding and adhering to the clients' travel policies and procedures
  • The ability to advise the solution to the problem
  • A client centric mentality, with consistent extra mile service
  • Ability to build relationships with clients
  • Immediate attention to any client complaint
  • Adhere to client turnaround times
  • Attendance of company meetings and functions/team building
  • Building and maintain multi-level relationship within the company
  • Networking at industrial related events
  • Team player.

Senior Corporate Travel Consultant

Flight Centre South Africa
09.2013 - 07.2017
  • Using reservation system; Galileo
  • Meeting a target of R37 500 per month on commission basis only
  • Total Sales Revenue of R400 000
  • Knowledge of processes involved in customer and personal services including assessing customer needs, evaluating customer satisfaction and meeting quality standards for travel agent services
  • Clerical and administrative duties
  • Computer skills
  • Managing files and records
  • Up to date with airline rules, regulations and general requirements
  • Liaison with travel and hotel industry across the globe
  • Motivate team and present regular morning meetings
  • Constantly working under pressure and meeting clients needs
  • Interacts with clients to provide necessary information on travel destinations, offers and other services related to travel offers and incentives
  • Secure new clients and retain existing clients through regular customer service
  • Seeks customer requirements and accordingly determines destination, dates, transport, accommodation, financial considerations
  • Book airline tickets, make hotel reservations, and make necessary arrangements for sightseeing or other travel related needs
  • Collect payment for bookings and reservations from clients
  • Assist clients with cancellations, changes and transfers
  • Constantly checking GDS queues and stay up to date with important travel information
  • Book domestic and international reservations for air travel, rail tickets, hotel and car rentals.

Sales Consultant for Avis rent a Car

AVIS
09.2009 - 09.2010
  • One has to be customer-focused, must be sales motivated and highly skilled interacting with customers
  • Must have excellent communication skills to promote and sell products and services
  • Check-in and check-out of vehicles to customers
  • One needs to handle all customer enquiries
  • I also have to do a lot of administration work
  • One needs to control the fleet
  • The job also includes shift work; one must be able to work under pressure
  • All work gets done on the general system; Wizard.

Restaurant Manager and Front Office

Dikhololo Lodge
06.2007 - 08.2008
  • Restaurant Manager: ordering supplies, handling customer enquiries and complaints, taking reservations, greeting and advising customers, problem solving, preparing and presenting staffing/sales reports, assessing and improving profitability, handling administration and paperwork, liaising with customers, employees, suppliers, licensing authorities, sales representatives etc
  • Front Office: Assist the Front Office Manager in ensuring the smooth and efficient overall day-to-day operations
  • Provide excellent customer service per standards, and assist in situations to ensure customer satisfaction
  • Ensure guest requests, inquiries and concerns are addressed and completed in a timely manner
  • Reviewing guest special requests and ensure they are met or exceeded
  • Working with all Departments to ensure we meet or exceed guest expectations and all guest billing is accurate and up to date at time of departure
  • Acting as a liaison with the Sales & Catering, Food & Beverage, Engineering and Housekeeping teams to ensure clear communication
  • Assisting in the administration and management of the Front Office.

Junior Travel Consultant

Pentravel
04.2007 - 06.2007
  • Bookings on the Worldspan Reservation System
  • Structuring of Holiday Packages
  • Discuss clients' requirements and provide advice on worldwide destinations, tours, accommodation and flights
  • Plan, prepare and cost itineraries for clients
  • Liaise with agents, accommodation owners, airlines and other transport providers
  • Issue tickets, accommodation vouchers and all other relevant documentation
  • Confirm bookings and notify clients of luggage, insurance, medical, passport, visa and currency requirements
  • Work upfront with clients in shop.

Customer Service Agent

Swissport
11.2006 - 04.2007
  • Look brilliant by maintaining a professional appearance at all times by properly wearing the British Airways uniform
  • Greet guests and ensure they feel warmly welcomed
  • Be professional ensuring that all guests documentation is in order and handle all guests' requests for service
  • Issue boarding cards and necessary baggage tags for both local and online checked-in guests
  • Treat each guest as an individual and be thoughtful in situations requiring special consideration
  • Handle responsibly all situations where a guest feels we have not delivered to his/her expectations
  • Recognize that operating a safe and secure airline.

Education

BHCS: Heritage And Cultural Tourism - Tourism

University of Pretoria
Pretoria, South Africa
01.2006

Senior Certificate -

High School Secunda
Secunda, South Africa
01.2002

Skills

  • Customer Relationship Building
  • Communication
  • Teamwork
  • Leadership
  • Problem Solving Capabilities
  • Time Management
  • Emotional Intelligence
  • Adaptable

Certification

Galileo Certificate, Galileo SA

Amadeus Certificate, Amadeus SA

Beginners Fares Course, Development & Training Strategies

Intermediate Fares, Development & Training Strategies

Advanced Fares Course, Development & Training Strategies

Business with Charm and Save, Tourvest Travel Services

SAM and AGM, Tourvest Travel Services

Junior Travel & Tourism Diploma, University of Potchefstroom

Senior Travel & Tourism Diploma, University of Potchefstroom


Timeline

Account Executive

Now Media (Pty) Ltd
12.2021 - 02.2024

Senior Business Travel Consultant

Tourvest Travel Services
07.2017 - 07.2020

Senior in Charge: Business Travel

Tourvest Travel Services
05.2015 - 07.2020

Senior Corporate Travel Consultant

Flight Centre South Africa
09.2013 - 07.2017

Senior Business Travel Consultant - Home Networker

Tourvest Travel Services
07.2013 - 07.2020

Sales Consultant for Avis rent a Car

AVIS
09.2009 - 09.2010

Restaurant Manager and Front Office

Dikhololo Lodge
06.2007 - 08.2008

Junior Travel Consultant

Pentravel
04.2007 - 06.2007

Customer Service Agent

Swissport
11.2006 - 04.2007

BHCS: Heritage And Cultural Tourism - Tourism

University of Pretoria

Senior Certificate -

High School Secunda

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Chantel Van der Merwe