Keletso Francis
@keletsofrancis
I am an aviation customer service agent who delivers efficient, empathetic passenger experiences.
South AfricaWhat I'm looking for
I am a highly motivated aviation customer service professional with extensive frontline experience delivering exceptional passenger experiences and operational reliability. I consistently prioritize clear communication, accurate record-keeping, and adherence to policy while handling bookings, payments, refunds and enquiries.
My background includes reservations, ticketing and passenger handling supported by tools such as Amadeus Customer Management, Amadeus Reservations and Ticketing and World Tracer Management. I bring practical call-centre technical troubleshooting, upselling and account-management experience from diverse service environments.
I focus on process optimization, quality and team collaboration, mentoring colleagues to embed best practices and improve operational efficiency while maintaining a positive, customer-centered approach.
Experience
Work history, roles, and key accomplishments
Customer Service Agent
Merchants SA
Nov 2023 - Present (1 year 9 months)
Manage payment handling, refunds, booking modifications and customer enquiries for South African Airways bookings, ensuring adherence to SAA policies and accurate reservation records.
Call Centre Agent
Merchants SA
Jul 2023 - Nov 2023 (4 months)
Provided technical support and account management for Comcast Xfinity customers, troubleshooting equipment, escalating unresolved issues to 2nd line support, and driving product upsells while maintaining compliance.
Customer Service Associate
Amazon
Aug 2022 - Nov 2022 (3 months)
Resolved account and device issues, managed order-related complaints and billing disputes, and supported customers on device setup to improve issue resolution and satisfaction.
Cashier/Admin
We Meat Again Butchery
Jan 2020 - Aug 2022 (2 years 7 months)
Managed stock and inventory, performed core administration including invoice attestation and supplier payments, and led local marketing to support business growth.
Customer Service Agent
South African Airways
Jan 2007 - Dec 2019 (12 years 11 months)
Handled reservations and check-in processes, verified passenger documentation, and ensured accurate baggage tagging and seating allocations to support operational reliability and passenger satisfaction.
Education
Degrees, certifications, and relevant coursework
UAUniversity of South Africa
Higher Certificate, Economic Management Sciences
Completed a Higher Certificate in Economic Management Sciences (NQF Level 5) at the University of South Africa in 2019.
VTVaal University of Technology
Diploma, Clothing and Pattern Construction
Completed a Diploma in Clothing and Pattern Construction (NQF Level 6) at Vaal University of Technology in 2005.
The Beacon Secondary School
National Senior Certificate, Grade 12
Obtained Grade 12 (National Senior Certificate) with five subjects including English First Language from The Beacon Secondary School in 2003.
Tech stack
Software and tools used professionally
Availability
Location
South AfricaAuthorized to work in
Job categories
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