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Danelle Pienaar

@danellepienaar

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Detail-oriented B2B Travel Agent Support Agent with training expertise.

South Africa

Message

What I'm looking for

I am looking for a role that allows me to leverage my training skills and travel expertise in a supportive and dynamic environment.

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.

Training Policy Implementation

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.

Sabre Customer Service

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.

Genesys Data Analysis Forecasting

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.

CRM Customer Service Lead Generation Reliability

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.

Sales Administration Confidentiality

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.