Xola Komisa

As a meticulous Quality Assurance Analyst, audited Qantas Helpdesk agents on voice and webchat platforms, guaranteeing smooth communication with reservation agents for diverse inquiries. Delivered valuable oversight, offering precise feedback, coaching, and knowledge enrichment to elevate the Helpdesk team's performance. Proactively identified and reported quality challenges to stakeholders, driving impactful process improvement projects.

As a support professional, provided comprehensive assistance to Customer Sales & Service Representatives across two contact centres. Offered expert guidance and resolution to complex queries via dedicated internal Helpdesk voice and webchat channels. Skillfully managed a wide range of agent inquiries, including ticketing, refunds, complex fare construction, booking reject resolution, and thorough booking anomaly investigations.

Took charge of assessing organizational needs and existing practices, devising and implementing a comprehensive training development plan. Crafted engaging materials, tutorials, instructions, and learning resources, including online modules and guides, to effectively onboard and support 50+ team members.

Delivered exceptional airline reservation services to customers, ensuring outstanding support in various areas such as ticket fares and rules, flight schedules, bookings, connecting flights, airline policies, departure and arrival times, and international flight requirements. Proficiently operated on the renowned Amadeus Global Distribution System (GDS), adeptly managing voice calls, written correspondence, and diverse multimedia channels.

Offered freelance graphic design services, creating captivating and high-quality designs for diverse clients. Collaborated closely with clients to understand their design needs, producing engaging graphics, illustrations, and layouts that enhanced brand identities. Utilized industry-standard design software, meeting deadlines and ensuring client satisfaction through effective communication and iterative design processes.

Responsible for developing quality and compliance programs, reviewing company policies, and advising management on possible risks. Also ensured that the quality of service observes the company, regulatory and client's quality standards. Responsible for the development and implementation of assurance reviews & coaching, the detection & resolution of problems.

Effectively managed end-to-end claims process, demonstrating expertise in assessing claim extent and validity while diligently detecting and preventing potential fraudulent activity. Coordinated comprehensive services for policyholders, ensuring their needs were met following accidents or incidents.

Provided exceptional customer service in the tech industry, resolving technical issues and answering inquiries across multiple channels. Demonstrated strong product knowledge, delivering clear and concise explanations of complex technical concepts. Collaborated with cross-functional teams to promptly escalate and resolve customer concerns, ensuring high levels of satisfaction and retention.