Kemmone Tshosane

Sales & KPI Delivery: Achieved and consistently worked towards sales targets by leveraging strong product
knowledge and proactive, customer-focused engagement strategies.
Customer Experience: Delivered personalised, high-quality service by understanding customer needs and
providing tailored product recommendations to enhance satisfaction and loyalty.
Brand Presentation: Maintained premium visual merchandising standards and in-store aesthetics in line with
brand guidelines, supporting a consistent and engaging customer experience
Sales Performance & Upselling: Drove in-store revenue growth through proactive upselling and engaging
customer interactions, contributing to overall sales performance.

Customer Service Excellence & Problem Solving: Resolved 95% of passenger queries within 24 hours
through proactive communication and structured problem-solving, enhancing customer satisfaction, service
reliability, and overall passenger experience.
Operational Readiness, KPI Delivery & Service Standards: Prepared and coordinated daily service
operations, ensuring punctuality, service readiness, and seamless execution, while consistently meeting
performance targets in high-pressure, time-sensitive environments with accuracy and efficiency.
Leadership, Coaching & Team Performance: Played an active role in coaching, mentoring, and providing
performance feedback to team members, contributing to improved team performance and consistent service
delivery standards.
Revenue Contribution & Commercial Awareness: Consistently contributed to revenue growth through
effective upselling and customer engagement, supporting commercial objectives within daily operations.

Process Efficiency & On-Time Performance: Reduced passenger delays through accurate documentation
and efficient check-in procedures, supporting safe and punctual flight departures.
Operational Coordination & Workflow Management: Coordinated staff activities, managed workflows during
peak periods, and prepared flight briefs, ensuring service readiness, operational flow, and consistent delivery
standards.
Customer Experience & Issue Resolution: Resolved real-time passenger issues through effective
communication and problem-solving, enhancing the overall travel experience.
Compliance, Reporting & Brand Standards: Maintained strict adherence to aviation safety regulations,
ensuring accuracy in documentation, reporting, and conflict resolution processes, while upholding airline brand
standards and service consistency.