AMANDA MVINJELWA
Cape Town,WC
Summary
Dynamic Account Manager offering expertise in building partnerships, retaining key accounts and enhancing profit channels. Strong leader with proficiency in growing professional network, influencing decision-makers and devising successful strategies. Collaborative and strategic team leader with robust background in customer relationship management. Collaborative Key Account Manager with demonstrated success in relationship building, negotiating and developing new business within targeted and assigned accounts. Strong analytic, quantitative and technical aptitude with great attention to detail. Self-motivated, driven and adaptable with proven track record of exceeding goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Motivated individual with experience in customer service and sales. Skilled in building customer relationships and understanding customer needs. Strong communication and interpersonal skills for providing superior customer service.
Overview
16
16
years of professional experience
Work History
Regional Intergration -GA, Cargo & Remote Sites
Airports Company South Africa
10.2023 - Current
- Operational Integration: Lead the seamless integration of Ground Aviation Activities (GAA), cargo operations, Fixed Base Operations (FBO), and remote site management to enhance overall airport functionality and efficiency.
- Cargo Management: Oversee cargo handling and logistics, ensuring compliance with international regulations and optimizing processes to meet fluctuating demands.
- FBO Oversight: Manage operations related to Fixed Base Operations, including VIP services, refueling, and maintenance, ensuring high standards of service and operational excellence.
- Remote Site Coordination: Supervise remote airport sites, implementing effective communication and operational strategies to ensure connectivity and consistent service quality.
- Stakeholder Engagement: Cultivate strong relationships with airlines, ground services, and regulatory authorities to facilitate smooth operations and address issues promptly.
- Process Improvement: Drive process enhancements through the adoption of new technologies and best practices, leading to reduced turnaround times and increased operational efficiency.
- Project Leadership: Direct cross-functional projects aimed at infrastructure upgrades and system integrations, ensuring minimal disruption and alignment with strategic goals.
- Performance Management: Develop and monitor key performance indicators (KPIs) to evaluate and improve the effectiveness of cargo, GAA, FBO, and remote site operations.
- Team Management: Lead and mentor a team of professionals, providing guidance and fostering a collaborative environment to achieve operational objectives and professional growth.
Key Account Manager - Airlines & Government Agents
Airports Company South Africa
02.2019 - Current
- Improved account management by predicting potential competitive threats and outlining proactive solutions
- Secured high-value accounts through consultative selling, effective customer solutions, and promoting compelling business opportunities
- Developed thorough understanding of key clients' needs and requirements to prepare customized solutions
- Positioned global capabilities to expand market share
- Facilitated strategic meetings with key stakeholders to understand customer needs and develop action plans
- Developed and delivered presentations to key customers to position products and services
- Analyzed key competitors to respond to competitive threats
- Trained teams to optimize service delivery in alignment with individual needs to boost customer satisfaction
- Negotiated and maintained cost-effective contract pricing structures with vendors to produce positive return on investment
- Conducted economic and demographic research and analysis to produce critical reports
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions
- Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base
Freelance Work
Various And Self
03.2009 - 12.2018
- Project on Ekurhluhleni Water Project - contributed to the Human
- Resources Disbursement and Talent Planning Committee
- App Creation for Zebra Cabs
- Negotiated fees and contracts to reach mutually beneficial agreements with clients.
- Created and managed project plans, timelines and budgets.
- Crafted dynamic content marketing pieces for broad client base to drive consumer awareness of brands.
- Wrote quality content for clients, enabling site visitors to quickly obtain information.
Head of Travel Operations - Public Sector
Tourvest Travel Services
11.2016 - 06.2018
- Introduced new methods, practices, and systems to reduce turnaround time
- Devised processes to boost long-term business success and increase profit levels
- Set, enforced, and optimized internal policies to maintain responsiveness to demands
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines
- Identified and resolved unauthorized, unsafe, or ineffective practices
- Led hiring, onboarding and training of new hires to fulfill business requirements
- Increased profit by streamlining operations
- Developed and implemented strategies to maximize customer satisfaction
- Developed systems and procedures to improve operational quality and team efficiency
- Supervised operations staff and kept employees compliant with company policies and procedures
- Directed initiatives to improve work environment, company culture or overall business strategy
- Developed and maintained relationships with external vendors and suppliers
- Raised property accuracy and accountability by creating new automated tracking method
- Implemented innovative programs to increase employee loyalty and reduce turnover
- Negotiated price and service with customers and vendors to decrease expenses and increase profit
- Updated and resolved incidents and managed accessorial charges objectively while maximizing profit
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills
Travel Operations Manager
Duma Travel
06.2015 - 10.2016
- Proved successful working within tight deadlines and a fast-paced environment
- Exercised leadership capabilities by successfully motivating and inspiring others
- Used critical thinking to break down problems, evaluate solutions and make decisions
- Acted as a team leader in group projects, delegating tasks and providing feedback
- Developed strong communication and organizational skills through working on group projects
- Excellent communication skills, both verbal and written
- Learned and adapted quickly to new technology and software applications
- Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat
- Employed comprehensive benchmarks to establish and monitor customer service standards
- Resolved customer billing errors by researching issues in system, asking open-ended questions, and determining root causes of problems
- Evaluated interactions between associates and customers to assess personnel performance
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
Head of Quality and Training
Transaction Capital - SA Taxi
01.2013 - 03.2015
- Followed quality standards and procedures to minimize errors and maximize customer satisfaction.
- Updated quality control standards, methods, and procedures to meet compliance requirements.
- Mentored and encouraged employees to strive for excellence while fostering professional growth.
- Wrote and implemented new rework procedures to standardize processes and streamline workflow.
- Developed and deployed production control plans and created work instructions and procedures.
- Created and organized quality standard training for new and existing staff.
- Applied coaching techniques and tools to support managers and team members in improving performance.
- Developed quality planning for multiple new product launches by verifying customer requirements and implementing in design and production.
- Scheduled and chaired quality review meetings to review effectiveness of performance mitigating risk, improving throughput and achieving customer satisfaction.
Operations Manager, Customer Experience
Merchants BPO
01.2010 - 12.2012
- Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.
- Cooperated closely with other departments to support achievement of customer experience outcomes.
- Monitored customer feedback to identify areas of improvement in customer experience.
- Trained new customer service agents on policies and procedures to support favorable customer experiences.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Set, enforced, and optimized internal policies to maintain responsiveness to demands.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Resolved customers' issues related to online purchases, late product deliveries and billing discrepancies to encourage good customer relationships.
- Developed systems and procedures to improve operational quality and team efficiency.
- Devised processes to boost long-term business success and increase profit levels.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
- Increased profit by streamlining operations.
- Engaged in cross-selling and up-selling activities to enhance customers' experiences and generate revenue.
- Maintained key performance indicators and acceptable performance levels to support assigned customer base.
- Directed initiatives to improve work environment, company culture or overall business strategy.
Education
Bachelor of Commerce - Industrial And Organizational Psychology
University of South Africa
High School Diploma -
Muizenberg High School
Higher Diploma Taxation - Taxation
Rand Afrikaans University
Skills
- Key account management
- Strategic planning
- Staff Management
- Business Development
- Budgeting
- Contract Management
- Operations management
- Project Management
- Business planning
Timeline
Regional Intergration -GA, Cargo & Remote Sites
Airports Company South Africa
10.2023 - Current
Key Account Manager - Airlines & Government Agents
Airports Company South Africa
02.2019 - Current
Head of Travel Operations - Public Sector
Tourvest Travel Services
11.2016 - 06.2018
Travel Operations Manager
Duma Travel
06.2015 - 10.2016
Head of Quality and Training
Transaction Capital - SA Taxi
01.2013 - 03.2015
Operations Manager, Customer Experience
Merchants BPO
01.2010 - 12.2012
Freelance Work
Various And Self
03.2009 - 12.2018
Bachelor of Commerce - Industrial And Organizational Psychology
University of South Africa
High School Diploma -
Muizenberg High School
Higher Diploma Taxation - Taxation
Rand Afrikaans University
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