Open to opportunities

Neo Shai

@neoshai

Seasoned customer service specialist and central reservations agent delivering exceptional hospitality, resolutions, and guest satisfaction.

South Africa

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What I'm looking for

I’m looking for a customer-focused hospitality or support role where I can manage reservations, handle inquiries and complaints, and use CRM tools to improve guest satisfaction through clear communication, empathy, and continuous improvement.

I’m a seasoned Customer Service Specialist with over 8.5 years of experience delivering exceptional service across diverse organizations. As a Central Reservations Agent at Tyme Global Technologies, I handle reservation inquiries via phone, email, or online platforms, process bookings accurately, and use CRM Software(s), Salesforce, and Microsoft 365 to confirm requests and support upselling. I’m dedicated to resolving issues professionally and ensuring every guest experience is optimized.

Previously, I served as a Communication Administration Clerk at Emotional Intelligence Oasis Hotel, greeting visitors, managing reception tasks, and supporting data entry and document preparation. At Dash BPO, I handled customer requests and complaints with active listening, empathy, and continuous improvement, while following security and confidentiality policies. I also work as a freelance Data Collector (Appen), designing surveys and observations, and validating and cleaning data sets using qualitative and quantitative methods and statistical analysis.

Experience

Work history, roles, and key accomplishments

Current

Central Reservations Agent

Current

Tyme Global Technologies

Apr 2024 - Present (2 years 3 months)

Handled reservation inquiries via phone, email, and online platforms, processing requests accurately and efficiently. Managed bookings and reservation system updates, coordinated with operations for availability and special requests, and maintained records while using upselling to maximize revenue opportunities.

Reservation Management Phone Support Email Support Online Reservation Systems Record keeping Upselling Guest Experience Coordination

Data Collector

Appen

Aug 2023 - Dec 2023 (4 months)

Collected targeted information using qualitative and quantitative methods. Designed and implemented surveys, interviews, and observations, and validated and cleaned datasets for interpretation using statistical analysis.

Qualitative Research Quantitative Research Survey Design Interviewing Observe Data Validation Data Cleaning Statistical Analysis

Customer Service & Resolution Specialist

Dash BPO

Jul 2021 - Jul 2023 (2 years)

Handled customer requests from telephone, email, live chat, and instant messaging, prioritizing and processing inquiries within time limits. Managed complaints with appropriate solutions and follow-up, maintaining detailed records of interactions and ensuring customer satisfaction.

Customer Service Complaint Resolution Customer Support Active Listening Phone Support Email Support Live Chat Customer Satisfaction Record keeping Continuous Improvement

Administration Clerk

Emotional Intelligence Oasis Hotel

Aug 2017 - Mar 2021 (3 years 7 months)

Greeting and welcoming visitors, answering and directing calls, and managing the reception area while maintaining a professional demeanor. Supported administration work including data entry, document preparation, filing, and providing basic information to clients.

Reception Customer greeting Phone Support Email Support Data Entry Documentation Preparation Administrative Support Data Management Databases

Part Time Supervisor

Confetti Bush Present

Sep 2021 - Present (4 years 10 months)

Assisted with event catering operations by coordinating with the catering manager and kitchen staff to keep food preparation on schedule. Supported inventory management by maintaining and replenishing supplies, helping with inventory audits, and addressing client concerns during events.

Event Support Coordination Inventory Management