Dinha Cuambe
@dinhacuambe
I lead reservation teams, improve service performance, and grow hotel revenue.
South AfricaWhat I'm looking for
At Outworx supporting IHG Hotels and Resorts, I lead Reservation Agents, oversee daily reservation operations, and use KPI reporting to improve service, efficiency, bookings, upselling, and cross-selling.
I bring over four years of customer service experience across hospitality, energy, and telecommunications, handling escalations, complaints, billing, technical issues, and customer accounts for UK and US clients.
Experience
Work history, roles, and key accomplishments
Team Manager
Outworx (IHG Hotels and Resorts)
May 2025 - Sep 2026 (1 year 4 months)
Supervised a team of Reservation Agents, ensuring exceptional customer service and brand standards. Coached, trained, and motivated team members to achieve high-quality service and performance goals.
Sales reservations advisor
Outworx (IHG Hotels and Resorts)
Jan 2025 - May 2025 (4 months)
Built rapport with guests through active listening and a conversational approach to deliver a warm and friendly guest experience. Consistently met or exceeded performance expectations in revenue, conversion, quality, and guest satisfaction.
Customer Service Advisor & Complaints Handler
Huntswood (Boost/OVO Energy & Gas UK)
Jan 2023 - Dec 2024 (1 year 11 months)
Responded to customer calls and emails regarding gas and electricity accounts, providing accurate information and resolving inquiries. Handled complaints professionally and maintained accurate customer records.
Customer Service Agent
CCI (MTN & TalkTalk UK Campaign)
Feb 2021 - Dec 2022 (1 year 10 months)
Responded to customer calls, emails, and chats regarding MTN services and TalkTalk broadband and landline services, ensuring prompt and accurate responses. Resolved technical problems and processed complaints in a timely manner.
Junior Admin Clerk
Lizwi High School
Feb 2018 - Dec 2018 (10 months)
Managed the front office and reception area, ensuring a professional and efficient environment. Maintained and updated school records and databases using SA-SAMS, ensuring accuracy and confidentiality.
Education
Degrees, certifications, and relevant coursework
University of South Africa
Bachelor of Education, Education
Completed a Bachelor of Education degree in December 2024.
Howard FET College
National Certificate: Public Management (N6), Public Management
Completed a National Certificate in Public Management (N6) in December 2017.
Gateway City College
National Certificate: Public Management (N5 & N4), Public Management
Completed National Certificates in Public Management (N5 and N4) in June 2017 and December 2016 respectively.
Lizwi Secondary School
National Senior Certificate (Grade 12), General
Completed the Grade 12 National Senior Certificate in 2015.
Tech stack
Software and tools used professionally
Availability
Location
South AfricaAuthorized to work in
Skills
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