Danelle Pienaar
@danellepienaar
Detail-oriented B2B Travel Agent Support Agent with training expertise.
What I'm looking for
I am a detail-oriented professional with a passion for connecting with people and providing exceptional support in high-volume environments. Currently, I serve as a Business-to-Business Support Agent at WNS, where I facilitate travel agents' understanding of complex airline fares and policies. My experience includes streamlining onboarding processes and conducting training sessions for new hires, ensuring that knowledge is effectively transferred to the team.
Previously, I worked as a Real Time Analyst at Teleperformance, where I managed service performance metrics and proposed innovative solutions to enhance operational efficiency. My ability to collaborate with management and forecast contact volumes has allowed me to contribute significantly to improving service levels. I take pride in my work ethic, which has been recognized with an award for excellence in my previous roles.
Experience
Work history, roles, and key accomplishments
B2B Travel Agent Support and Flexi Trainer
WNS - The Lufthansa Group
Mar 2024 - Present (1 year 4 months)
Facilitated travel agents' understanding of complex airline fares, policies, system knowledge, and guidelines. Streamlined onboarding processes, managed and conducted training sessions for new hires.
Travel Consultant
WNS - Capital One Travel
Oct 2023 - Present (1 year 9 months)
Organized comprehensive travel arrangements for international and domestic flights, accommodation, and car rentals. Collaborated with suppliers and airlines to remain informed on policies, processes, and guidelines.
Real Time Analyst
Teleperformance - Dyson
Feb 2022 - Present (3 years 5 months)
Managed and monitored intraday reporting on service performance metrics, identifying areas for improvement and proposing innovative solutions. Collaborated with management to forecast contact volumes and conduct post-event analysis to evaluate the impact of decisions on service levels.
Customer Service Representative and Complaints Handler
Teleperformance - OVO SSE
Feb 2021 - Present (4 years 5 months)
Resolved issues with electricity and gas supply, enhancing service reliability and providing regular updates to customers. Addressed customer relations challenges and promoted Smart Meter technology which generated leads.
Sales and Credit Consultant
BNP Paribas - The RCS Group
Dec 2016 - Present (8 years 7 months)
Promoted credit products to customers visiting all Massmart stores in Cape Town. Ensured confidentiality and protection of customer information, including personal information and documents.
Education
Degrees, certifications, and relevant coursework
Marian R.C Secondary School
Grade 12, General Studies
Completed secondary education at Marian R.C Secondary School, achieving Grade 12 in 2016. Focused on core subjects to prepare for future career endeavors.
Availability
Location
Authorized to work in
Job categories
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