Summary
Overview
Work History
Education
Skills
Websites
Personal Information
Timeline
Generic

Tinashe Ndabezihle Mlambo

Dubai

Summary

Senior Customer Service Agent at Emirates Airlines with expertise in revenue enhancement and customer relationship management. Proven ability to resolve complex inquiries and improve service delivery through strong problem-solving skills. Focused on fostering teamwork and continuous improvement in high-pressure environments. Recognized for high productivity and efficient task completion, with specialized skills in conflict resolution and process improvement.

Overview

18
18
years of professional experience

Work History

Senior Customer Service Agent

Emirates Airlines
11.2021 - Current
  • Ensure the highest standard of customer service is provided to Emirates customers, provide them with details on Emirates tariff fares and actively issue online tickets and sell related products.
  • Issue Emirates tickets to customers ensuring that all necessary airline rules and regulations are incorporated and that the customer request is met to provide them with excellent service.
  • Highlight to customers the legal requirements covering their journey such as passport, visa & health requirements and other details such as check-in place and time.
  • Actively enhance Emirates revenue earnings by providing options to customer on all products and services such as Skywards membership, DBB, Dubai stopovers, hotel bookings and upgraded fares.
  • Actively be involved in suggesting new ideas and providing recommendations on the improvement of the service provided, thereby increasing revenue and ensuring Emirates success as a market leading airline.
  • Support Travel Agents by assisting them in making bookings with special arrangements. Advise and guide Travel Agents on quoting special fares and completing ticketing formalities.
  • Fulfil Emirates online queries and other complex activities such as medical cases and special services.
  • Deputise for the Customer Sales and Service Team Leader in their absence and provide help and support to junior team members and assist in coaching and development activities.

Customer Service Agent

Emirates Airlines
08.2018 - 10.2021
  • Ensure the highest standard of customer service is provided to Emirates customers, provide them with details on Emirates tariff fares and actively issue online tickets and sell related products.
  • Issue Emirates tickets to customers ensuring that all necessary airline rules and regulations are incorporated and that the customer request is met to provide them with excellent service.
  • Highlight to customers the legal requirements covering their journey such as passport, visa & health requirements and other details such as check-in place and time.
  • Support Travel Agents by assisting them in making bookings with special arrangements. Advise and guide Travel Agents on quoting special fares and completing ticketing formalities.
  • Fulfil Emirates online queries and other complex activities such as medical cases and special services.
  • Actively enhance Emirates revenue earnings by providing options to customer on all products and services such as Skywards membership, DBB, Dubai stopovers, hotel bookings and upgraded fares.

Cost Estimator

Transguard Group LLC
Dubai
12.2016 - 09.2017
  • Predict the expense of future projects or products by analyzing monetary costs and other factors.
  • Aid management in bidding on or determining price of product or service.
  • Break down all expenses related to a project including materials, labor, and other resources.
  • Help companies make sound buying and hiring decisions.
  • Plan project budgets.
  • Track projects throughout its course and recommend budget adjustments.
  • Review preliminary plans thoroughly.
  • Perform onsite investigations before, during, and after project.
  • Work with engineers to interpret blueprints or conceptual drawings.
  • Compile a list of parts and decides whether it is more cost efficient to manufacture or to purchase the parts.
  • Prepare time-phase charts and learning curves.
  • Calculate standard labor hour’s necessary to produce units or to complete project.
  • Find and correct problems associated with the project, product assembly, and testing.
  • Carry out procurement of required spares or products.
  • Maintaining relations with suppliers through monthly meetings.
  • Update and track inventory.
  • Invoicing of finished jobs and projects.

Engineering Support

MVP Tech LLC
Dubai
05.2015 - 11.2016
  • Supports sales through preparing sales quotes and bids; receives PO from clients to log and commence project tracking.
  • Monitors progress of the project in collaboration with the Project Manager and Project Engineer; this normally covers progress of work, manpower usage and cost, material usage and cost.
  • Actual sourcing and procurement activities for the project covering technical and non-technical material for the project.
  • Handles logistics - Coordination with the freight forwarder & supplier in receiving and dispatching of materials.
  • Prepares all the documentation for import/export inventory warehouse controller (IWC).
  • Coordinates with necessary work permits associated to the project.
  • Prepares final documentation for final hand over and completion certificates.
  • Supports sales in preparing Maintenance contracts through pricing of the job, follow up on execution of maintenance projects with the client and after-sales support.
  • Logging, assigning engineers and filing for all suppliers and customers' requests and complaints.

MEP Operations Administrator

Transguard Group LLC
Dubai
12.2013 - 04.2015
  • Assist Managers in day-to-day coordination and management of business operational activities.
  • Monitor, control and manage business operations to meet customer expectations and company goals.
  • Coordinate and manage project tasks to ensure project delivery within allotted budget and timelines.
  • Ensure compliance with company standards and procedures.
  • Provide direction and guidance to internal teams to achieve performance targets.
  • Identify problems in operations process and resolve them in quickly and timely manner.
  • Follow standard operating procedures for efficient business operations.
  • Maintain clear and accurate operations documents/procedures for reference purposes.

MEP Team Leader/HVAC Technician

Transguard Group LLC
Dubai
02.2012 - 11.2013
  • Servicing and repairing A/C units.
  • New installation of window and split A/C units assigning tasks to team members.
  • Maintaining service records.
  • Communicate clear instructions to team members.
  • Listen to team members' feedback.
  • Monitor team members' participation to ensure the training they providing is being put into use and also to see if any additional training is needed.
  • Manage the flow of day-to-day operations.
  • Create reports to update the company on the team's progress.
  • Distribute reports to the appropriate personnel.
  • Coordinate with internal and external customers as necessary.
  • Familiarize the team with the customer needs, specifications, design targets, the development process, design standards, techniques and tools to support task performance.

Aircon Technician (HVAC)

Transguard Group LLC
Dubai
05.2011 - 01.2012
  • Conduct regular preventative maintenance inspections of HVAC equipment.
  • Repair or replace defective parts in units and equipment and their controls, including but not limited to thermostats, automatic switches, fan controls, log switches, damper motors, louvers, relays, filters, controls, belts, compressors, heat exchangers, high limit controls, pressure controls, safety valves, and automatic gas valves.
  • Install and calibrate systems; install copper tubing and repair pipes and tubing as necessary; test joints and insulate pipes of refrigeration and air conditioning systems; flush boilers, descale tubing; rebuild pressure and temperature safety valves and water pumps.
  • Change spare parts where required.
  • Develop and maintain an excellent technical knowledge of existing and new services/products through in-house or external training courses.
  • Develop excellent professional relationships with all clients by demonstrating an understanding of their MEP requirements.
  • To assume responsibility for a high quality and timely delivery.
  • Provide regular reports & updates to the Operations Manager.
  • Perform other duties as assigned.
  • Maintain regular attendance.

Crew Team Leader ATM Cash Services

Transguard Group LLC
Dubai
09.2008 - 04.2011
  • Replenishing of ATM's.
  • ATM first line maintenance.
  • Daily route planning.
  • Doing daily cash counts.

Refrigeration Technician

Imperial Refrigeration
Harare
06.2007 - 08.2008
  • Fabricate and assemble structural and functional components of refrigeration system, using hand tools, power tools, and welding equipment.
  • Lift and align components into position, using hoist or block and tackle.
  • Drill holes and install mounting brackets and hangers into floor and walls of building.
  • Insulate shells and cabinets of systems.
  • Braze or solder parts to repair defective joints and leaks.
  • Observe and test system operation, using gauges and instruments.

Education

Electrical Engineering - Electronic communication Systems, Electronics, Electrical Engineering Technology, Engineering Mathematics, Engineering Drawing, Workshop Technology, Project work, Communication and Computer Skills, On the Job Training

Harare Poly Technical College
Harare, Zimbabwe
12.2005

Marketing Certificate - Marketing Management Level 3, Advertising Level 3, Selling and Sales Management Level 3, Public Relations Level 3

Speciss College
Harare, Zimbabwe
06.2002

High School Diploma - Mathematics Grade C, English Language Grade C, Geography Grade C, Biology Grade C, Integrated Science Grade C

Dadaya High School
Midlands Province, Zimbabwe
11.2001

Skills

  • Operations Management
  • Team Leadership
  • Training
  • Project Management
  • Facilities Management
  • Analysis
  • Customer service
  • Ticketing systems
  • Revenue enhancement
  • Regulatory compliance
  • Online booking
  • Customer relationship management
  • Problem solving
  • Effective communication
  • Process improvement
  • Performance monitoring
  • Conflict resolution
  • Sales support
  • Time management
  • Call center operations
  • Customer survey
  • Payment processing
  • Complaint handling
  • Account management
  • De-escalation techniques
  • Customer support
  • Call center experience
  • Live chat support
  • Complaint resolution
  • Documentation review
  • Membership renewals
  • Email management
  • Inbound call management
  • Policy adherence
  • Inbound and outbound calling
  • Teamwork skills
  • Investigate claims
  • Sales techniques
  • Problem-solving skills
  • Problem resolution
  • Teamwork and collaboration

Personal Information

  • Passport Number: AE422693
  • Date of Birth: 05/13/84
  • Gender: Male
  • Nationality: Zimbabwean
  • Marital Status: Married
  • Visa Status: Employment

Timeline

Senior Customer Service Agent

Emirates Airlines
11.2021 - Current

Customer Service Agent

Emirates Airlines
08.2018 - 10.2021

Cost Estimator

Transguard Group LLC
12.2016 - 09.2017

Engineering Support

MVP Tech LLC
05.2015 - 11.2016

MEP Operations Administrator

Transguard Group LLC
12.2013 - 04.2015

MEP Team Leader/HVAC Technician

Transguard Group LLC
02.2012 - 11.2013

Aircon Technician (HVAC)

Transguard Group LLC
05.2011 - 01.2012

Crew Team Leader ATM Cash Services

Transguard Group LLC
09.2008 - 04.2011

Refrigeration Technician

Imperial Refrigeration
06.2007 - 08.2008

Electrical Engineering - Electronic communication Systems, Electronics, Electrical Engineering Technology, Engineering Mathematics, Engineering Drawing, Workshop Technology, Project work, Communication and Computer Skills, On the Job Training

Harare Poly Technical College

Marketing Certificate - Marketing Management Level 3, Advertising Level 3, Selling and Sales Management Level 3, Public Relations Level 3

Speciss College

High School Diploma - Mathematics Grade C, English Language Grade C, Geography Grade C, Biology Grade C, Integrated Science Grade C

Dadaya High School

Similar Profiles

CREATE PROFILE
Tinashe Ndabezihle Mlambo